Dreams bed Superstore??? Complaints?

missposh

Beware if your thinking of buying a bed from dreams I would strongly urge you not to. Bought bed on 3/2/12 bed delivered 24/2/12 bed could not be put together properly because the draws pre-holes didnt line up with other pre-holes. Rang dreams, on the phone for 30 mins he asked me could the draws be bodged, he then promised to send replacements they should of been delivered 5/3/12 waited all day nothing, rang the local dreams they were not a bit interested, rang customer services who told me that the order had been cancelled, they then offered me £50 compensation I have never received it. Now waiting for draws to be delivered on 15/3/12 if there not delivered this time I think the only option left is to take them to a small claims court, will NEVER NEVER buy another bed off them ever again would rather have spent more money at a reputable company spent £889 at dreams.

justme*_2

We ordered a "Zoe" bedframe for our daughter in Jan 2012, Around 4 weeks ago we received a phone call telling us the bed would be delivered today, March 13th. My daughters old bed was taken apart and gotten rid of and I took the day off work to wait in for it, around 11am i got a txt message telling me to ring some number to arrange delivery.... confused, they told me it was being delivered today ! Anyway, after waiting over half an hour for someone to answer the phone i was told the bed wasn't in stock, and wouldn't be until the 17th March. After a heated call, i rang the store where i purchased the bed and spoke to the manager, who was more than happy to take my money for the sale, but was less than helpful to try and solve this problem, he informed me, del should have been today, he has no idea why it's not been delivered he said there was nothing they could do there and i should phone the customer service line. I did this, after another 20 minutes of holding the girl informed me the bed had come into stock and is now out of stock until sat 17th which is when it will now be delivered. Angry doesn't even come close to the way i'm feeling right now, I've lost a day's pay and my daughter has no bed for the next 4 days. Absolutly disgusted with dreams !!

WatlingA5

We visited our local Dreams during the week they don't have a sale on We'd hardly had time to look at one bed before sales person, order pad in hand, asked if we'd like to place an order. Er, no not yet!

Visited the local Co-op furniture department where, when we'd been trying a few beds, we were approached by an assistant who happily spent an hour talking about types of mattress (memory foam, soft, hard, etc) and given all the time we needed. He left us a couple of times to speak to other customers (after courteously asking if we minded), so we never felt pressured.

We ordered a bed (sale price), were told that it would be made to order, given a timescale and paid a deposit. Within a few weeks we were called and told it was in. We already knew delivery day was Thursday in our area and arranged to be in. "Call us the day before and we can tell you AM or PM." It turned up on time - on a day it snowed.

It's ALWAYS worth checking local independent traders - my son went to one with evidence of internet prices for something the firm sold and his offer to split the difference led to a happy negotiation for both sides.

The internet price might be cheaper, but it's worth considering the extra "costs" that may crop up.

hannahtaylor

Hi, I had so much trouble with this company. Bed was delivered when it was supposed to be (january 24th) but was the wrong one and could not be assembled as it had parts missing. Were told parts would be sent out that weeks, I chased this up at least 3 times and never received the missing parts. Had to wait for the correct bed to be shipped from abroad (apparently) so new delivery date of 18 February was arranged. Has issues trying to get compensation for having to sleep on the floor in the mean time. Bed was delivered, we were very happy, until 4 nights later it fell apart. The wood crumbled and a screw snapped. Called a wanted it taken back and a full refund. Waited in all day for collection, noone showed up even after I chased it up 3 times that day and each time assured it was booked it. Took to Twitter (I would recommend as this seems to work when you want answers, they don't want bad press on these sites), new collection date was arranged, noone could give me a time or whether it would be am or pm after I had been told I would get a call with this information. They turned up at 6pm and took the bed and mattress away (sap from the bed had leaked onto the mattress and made it sticky so we didnt want this either). Called and refund was apparently actioned. Waited 8 days as I was told it would be within 7 day and still not refund. Waiting for someone to contact me but again noone seems to know anything.
To anyone reading this, save yourself some money and use the number 01628 535353, this will take you to the same people as the pricey 0844 number. I just used my free minutes for all calls, thank goodness.

Wolfman1970

Copy of complaint letter to Dreams Plc (xxxx's hide personal info)



Dreams Plc
Knaves Beech
High Wycombe
Buckinghamshire
HP109YU


4th March 2012



Dear Sir / Madam,
Re: Order Number : xxxxxxxxxxxxx
I have given your company every opportunity to avoid this formal complaint, but the lack of customer service, and more importantly, the lack of refund of my money paid, has caused me to take this route. You may wish to save the time of reading the rest of this letter by immediately returning the £xxx.xx I paid to you on 2nd January 2012, against which I received a defective product on 27th January 2012, which was returned to you on the 15th February 2012.


The pertinent events are below.
-

2 2nd January 2012, order xxxxxxxxxx placed at your Redditch branch. £xxx.xx paid on my credit card.


- Bed and mattress delivered 27th January 2012.


- 28th January 2012 “1”
Bed unpacked and checked, ready for assembly.
Missing parts recorded and photographing of unbelievably damaged condition of leather elements of bed.


- 28th January 2012 “2”
Phone call to your customer service to attempt to arrange same day replacement of damaged and missing parts. When “Samuel” advised this was not possible, even though the warehouse is less than 20 miles away, I told him to cancel my order, arrange collection and refund my money. After many minutes of being placed on hold, he confirmed my money would be refunded.


- 15th February 2012
The bed and mattress collected. (SRET reference : xxxxxxx)

As at the date of this letter, no communication has been made to me to discuss this matter, and more seriously, my money has not been refunded.

I now formally inform you, that if my £xxxxxx is not refunded to me by Friday 9th March 2012, I will instigate all options available to me as a Consumer.

With the above events taken into consideration, you probably won’t have any concern as to what I think of Dreams Plc, but if you do, feel free to send a questionnaire to me.
Yours faithfully,
xxxxxxxxxx

graham.senior

Another complaint Dreams Drakehouse retail Park Sheffield,Paid for 2 beds January/ 22 /2012, delivered Febuary 14/2012 but now 15/04/2012 and still waiting for my headboards to be delivered.
Once they have your money they dont seem to care.

Pinkypants

Just wanted to say that please try and remain claim and not abuse the person that's trying to deal with your complaint.

As Dreams are a massive company the person you talk/shout at is only a very very small cog in a massive machine, they will generally have no power what so ever to personally sort out your complaint.

I used to work for MFI and was always put in the same position, I tried the best that I could to resolve the customer issues, but myself was fighting against the system. One of the major downfallls of a large company, customer service goes out the window because Computer says NO!

Bloody systems, so glad I work for a small company now and I can do as I see fit to resolve issues.

Mattfranks_2

I have had a terrible experience of Dreams. I ordered a bedstead and 3 pieces of bedroom furniture on the 28th janurary 2012, but didn't require it until 1st of March as we were due to complete the purchase of our house the day before.

We were quoted a 6 week wait for the bed, which was fine as that tied in with our plans. The bedroom furniture was quoted in stock so was told we could have delivery mid march, which again was fine.

20th Feb we had a phone call from Yodel, the courier service, saying they were outside the house (which we didn't even own yet!) with our bedroom furniture. We had No prior notification of delivery from dreams. We told them to take it back as we couldn't accept delivery. We then had a letter from dreams saying our bed was going to be 11-12 weeks as its so popular. We were quite annoyed at this but what could we do?? So we slept on the sofa bed, and decided to take advantage of the time, and replastering our bedroom.

We rearranged through dreams delivery of our bedroom furniture for the 20th march, and would keep it ithe spare room until our room was ready. On the 20th march, the dreams lorry arrived, but instead of bringing our furniture, they brought our bed, 6 weeks earlier than we were expecting it! Great you might say, but having paid for it to be assembled, we had no where to put it, so it went in the spare room, and didn't get it assembled. Rang dreams to get refunded the assembly costs, and they said that's fine, but we would have to apply once the order is completed, ie after the furniture is delivered.

I have tried calling customer serviced several times, only to be told the furniture was out of stock or being hung up on. To this day we still don't have our bedroom furniture nor a delivery date. The company is all too eager to take your money, but after that you are little more than a nuisance to them. I have asked to cancel my order and get a refund, both instore and by phone. In store they aren't interested and said they aren't authorised to refund me, and on the phone they hang up on me! Have tried emailing several times, and sending them a comment via their website but all have been ignored. I absolutely HATE this company and hope anyone reading this is put off of making a purchase with them. If I haven't resolved this issue within 7 days, I will go into town and stand outside dreams and tell every one walking into the store exactly what they can expect of dreams!

MentalMinnie

Just to add my comments to the mix...We recently bought a mattress from dreams, cost £400. We picked a delivery date in the store. The first date she gave me was about 7 days, but I arranged it for 10 days later to coincide with a day off work i'd booked. I got a call from the driver fairly early to advise what time they'd be there, and they arrived on time. They brought the mattress upstairs for me. All in all, very happy with the service, although we've bought on finance with Creation, so god knows if that'll go smoothly!!

koopz2011

Hi all

We brought a Messina bedstead from Dreams in March 2011, Yesterday i got in from work sat on the bed and the wood in the one side snapped, ripping through the leather and making the bed unusable, needless to say i was not happy, i rang Dreams who told me that because it was out of the 12 months guarantee there was nothing that could be done/ they will do!!

Im no bed expert but i would expect a bed to last longer than 13 months under normal use.

I am now sending in a sales of goods act 1979 and a section 75 of the credit consumer act letters to Dreams and my credit card company.

Will keep you all informed of how i get on.

Thanks