Dreams bed Superstore??? Complaints?

swoozie9_2

I used to work for Dreams and did so for over 4 years. I tried instore to advise the best I could on which mattress would suit each customers needs. I did not 'just sell the most expensive mattresses' or 'the one that pays the most commission', lord knows they earn hardly any commission now anyway, what I did do was try to give the customer the best value for their particular circumstances. If you have a problem and you can't get thru to the Customer service team, go back to the store that sold you your bed in the first place and try to speak to the management team. or the original salesperson. These are the people who know you and your order best, and they will try much harder to save an order because they have built a rapport with you and want to help, they also work towards huge targets every week/month/year, and a cancelled order means they have to sell even more beds which puts a strain on the sales team. The salepeople are the ones at the sharp end of the business, but they are also the most helpful, it is frustrating when you get a totally unsympathetic person from customer service on the phone who doesn't know you or your situation, they don't have to help you, as you aren't likely to turn up on thier doorstep asking questions about broken or undeliverd goods. They can just hang up, the poor old sales staff get the brunt of angry customers, even when the problems are caused by people or departments beyond their control. I know some salepeople are pretty slimey, but don't tar them all with the same brush, everyone in my store were great people (I've kept in touch with them all) and a pleasure for customers to deal with, they will help you - just please don't shout at them, its normally not their fault!

Margaret_Skinner

This doesn't work when you've ordered online Swoozie.

I have no wish to speak to anyone from DREAMS on the phone ever again or listen to their tinpot ice cream van excuse for music for one minute longer. I have now e-mailed the ceo with all the details and asking for a refund within a week or I'll be going to the Trading Standards Officer. This is for a mattress that has apparently been 'in transit' since the 8th May and has had 3 delivery attempts so far - one even got as far as the door ....... but no mattress in the van!

I have been polite, calm and patient throughout the sorry saga but have now had enough and have everything crossed that after detailing the problems they will refund my money and leave me in peace!

Margaret_Skinner

Thank you for that ceo e-mail address Sirmarcus! I got a reply to my e-mail this morning - not from Nick himself of course but a minion delegated to do his dirty work.

I was offered a full refund or a 20% discount off my order and an arrangement of a new delivery date - which would I like??

Hmmmmmm let me think about that for a nanosecond ...:rotfl:

Pixie73

I ordered a bed from Dreams on 5th June with a delivery date of 23rd June. So far so good. The bed arrived promptly, however upon opening the packaging I discovered it was NOT the bed I'd ordered (I ordered an expensive metal bedframe, and this was a cheap veneer wooden frame). !!!!!!??? It didn't even remotely resemble the one ordered or have a similar name. Do they employ illiterates in their warehouses???

I immediately contacted 'customer services' (Oh my God! They picked the wrong name for that team...I've never come across such a useless shower of s**t in my life). To cut a long story short and following myriad phone calls to customer services, the store and the delivery men, no-one could help. I repeat NO-ONE. It appears that once they have your sale in place you're dead in their book. The onus is on you to chase them and your order. Their apparently non-existent managers also fail to call you back so don't hold your breath otherwise your next order will be to the Co-Op funeral service.

On this basis I took the liberty of using the wonder that is the internet to find out who their CEO is and his email address (Nick Worthington in case you were wondering). I have been delighted to send him a missive detailing what a useless company they are, how charmless and ineffective his so-called customer service team are and how I expect this to be resolved swiftly. As much as I enjoy sleeping on the floor, I'm not some f***ing student in a bedsit and would like the goods supplying as promised.

If this and further calls to the 'Charm School Dropouts Customer Service line' do not work, I will approach Trading Standard, Watchdog etc and invoke my rights under the Sale of Goods Act 1979. Mr Worthington and Dreams can then put that in their pipe and smoke it.

My advice? DO NOT BUY FROM DREAMS!!!!!!!! It would be easier to take a carpentry course and build your own bed than rely on these shameless uncaring cowboys :mad:.

FilmLover

I have just taken advice from this site and will let you know if I finally get my refund (after 3 months). I don't need to tell you all why I need it, you obviously know how bad they are. To add insult to injury though, they begged me not to cancel my order as it would then be MY fault that they would have to sack someone because of a pulled order. I spent over £4000 in that shop, I am now in a room that I am actually allergic to and keep going into anaphylactic shock because I have nowhere else to sleep. They literally have my life in their hands. I'm about to go off on them tomorrow as the last promise of a refund was broken over the weekend.

Good luck everyone else fighting them, I hope you all get it sorted. I'd be interested to read how you get on.

FilmLover

A good day, I have actually got my refund finally. I took to twitter last night and today (after someone actually told me to f off on the phone!), I got what was needed all along.

I hope you all get your money back or the replacements you need, preferably without the profanity though. Good luck all.

Grattbaby

i would like to point out that as many complaints a company gets, they do good aswel.
no one seems to mention this though do they.
iv brought several things from dreams. firstly 3 years ago when i moved into my flat, a very cheap bed, nothing special but deivered on time and didnt have a problem with it.
i then moved into my house 2 years later and decided on upgrading and getting a better bed for myself (spent over £1500) as opposed to the £150 we spent on our old one!!
again, no problems.
i ordered some furniture for my daughter about a month ago. couldnt resist the 3 for 2 offer
phone call with delivery date for not last saturday but the saturday before. they rang to say when they were an hour away and that was it. arrived took the bedroom and even placed where i wanted it!!
as much as i appreciate some of you have had it rough i cant sit and not say anything when i have not had a problem and actually found them so good id go back again and again

Margaret_Skinner

I'm sorry but a thread of 22 pages about !!!! customer service is not evidence of a 'company doing good'.

I'm glad you had satisfaction with them but the thing is ..... strange though it may seem - that's what they're supposed to do. It shouldn't be the exception to the norm.

Dreams_company_representative

Pixie73 wrote: »

I ordered a bed from Dreams on 5th June with a delivery date of 23rd June. So far so good. The bed arrived promptly, however upon opening the packaging I discovered it was NOT the bed I'd ordered (I ordered an expensive metal bedframe, and this was a cheap veneer wooden frame). !!!!!!??? It didn't even remotely resemble the one ordered or have a similar name. Do they employ illiterates in their warehouses???

I immediately contacted 'customer services' (Oh my God! They picked the wrong name for that team...I've never come across such a useless shower of s**t in my life). To cut a long story short and following myriad phone calls to customer services, the store and the delivery men, no-one could help. I repeat NO-ONE. It appears that once they have your sale in place you're dead in their book. The onus is on you to chase them and your order. Their apparently non-existent managers also fail to call you back so don't hold your breath otherwise your next order will be to the Co-Op funeral service.

On this basis I took the liberty of using the wonder that is the internet to find out who their CEO is and his email address (Nick Worthington in case you were wondering). I have been delighted to send him a missive detailing what a useless company they are, how charmless and ineffective his so-called customer service team are and how I expect this to be resolved swiftly. As much as I enjoy sleeping on the floor, I'm not some f***ing student in a bedsit and would like the goods supplying as promised.

If this and further calls to the 'Charm School Dropouts Customer Service line' do not work, I will approach Trading Standard, Watchdog etc and invoke my rights under the Sale of Goods Act 1979. Mr Worthington and Dreams can then put that in their pipe and smoke it.

My advice? DO NOT BUY FROM DREAMS!!!!!!!! It would be easier to take a carpentry course and build your own bed than rely on these shameless uncaring cowboys :mad:.

Hi there, I am sorry to hear of the problems you are having. Could I please have your order number so that we can look into this?

maxie248

Nightmare Experience. Please read this before you buy!!!

Having ordered a bed, in store, in March 2012, my partner and I paid a £500 (on credit card) and opted to pay the balance of £1100 within one year according to Dreams' interest free finance plan.Whilst in the store we noticed the telephone continually rang and, despite there being two members of staff free, went unanswered (warning bells!).
On the receipt/order form we received there is a little box which states "NO NEED TO CHASE, we will call you immediately your goods arrive, usually within 28 days". Needless to say, 28 days turned into 60 days by which time I was chasing, and receiving some of the most tired and lame excuses it is possible to imagine (this is in line with the countless other customer complaints I've since read online).
Eventually, a date was arranged for delivery and I took a day off work only for no-one to turn up, no phone calls,nothing. I must add that Dreams' "customer services line" is rarely answered, and when it is the person at the other end of the line is usually as in the dark as the caller! Anyway, after spending the best part of the following day trying to speak with someone about this, a call came through from the branch that afternoon (the branch store, by the way, always maintains they cannot contact either Finance, Delivery or Customer Services) which came as somewhat of a surprise; our bed would be delivered the following day!
As my partner and I were both away working, we left our teenage son in charge of signing the paperwork AFTER the bed had been installed - which we paid for. So you can imagine our surprise when he called my partner and told her that not only had they not assembled the bed as per contract,but he had also been "bullied" into signing the paperwork acknowledging receipt prior to the workmen unloading the van! A note was left asking us to ring "Customer Services" to arrange another date for assembly. The bed parts and mattress were dumped in our bedroom where they stayed whilst we cancelled the contract and waited another 3 weeks for them to come and collect everything. And the £500 deposit we paid? Dreams informed us our credit card would be refunded within "5-10 working days". 16 working days later we are still waiting, despite sending email reminders, calls to answering machines etc etc.
In my 50+ years on this planet I have never encountered such a bunch of total charlatans masquerading as a company. Quite frankly the sooner they are drummed out of business the better for all concerned. I am not alone in my thinking - just type in Dreams Beds + problems to get a taste of others' misery at the hands of this outfit!