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Dreams bed Superstore??? Complaints?

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  • Dreams_company_representative
    Dreams_company_representative Posts: 18 Organisation Representative
    So I was expecting delivery today and yes I have written on the confirmation the date of delivery (today). With that confirmed I stayed off work and booked another day off tomorrow to assemble it.

    I'd already spent over £850 on it so when he asked if I wanted his 'mates' number to assemble it for £25 I politely declined.
    I took the 10 year guarantee which I was promptly told included a free mattress protector! He processed the transaction and then declared 'whoops' I've charged you for the mattress protector!!! He promised a refund and again this still hasn't come through!

    Been ringing the store for two hours and no answer, customer services are now closed. I am now sleeping on the floor of my sons room for god knows how long rather than one night. I can't sleep on the couch as I need to be on the same floor as him due to disabilities.

    This was supposed to be a treat for myself, I am so angry! Just want to cancel this shambles.

    :mad:

    Is it possible to get your order number so that I can look into this please?
    Official Company Representative
    I am the official company representative of Dreams. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • Jamie_Carter
    Jamie_Carter Posts: 5,282 Forumite
    Is it possible to get your order number so that I can look into this please?

    Why can't your company try and get it right the first time, rather than trawl the numerous forums where people complain about your company, to make it look like your company is concerned? If you really were concerned, then you wouldn't rip people off with questionable sales and pricing policies. And you would train your staff to be better at customer service.


    I bet I don't get a reply. And if I do, it will be the usual corporate one.
  • Alexwild
    Alexwild Posts: 29 Forumite
    Can I just add my two pence worth? I would never buy a bed from Dreams, these big chains cause nothing but problems. We sat on boxes in a new home for over 2 months waiting for Harveys to deliver a sofa that was a sale item but was built to order (funnily enough, being their main sale promotion sofa meant there was 'unusually high demand')

    If you want a bed and you're in West Sussex, try the Horsham Bed Centre. They deliver when they say, have a friendly staff who aren't pushy and are much more reliable. If you live in Dorset, try Beales. I used to work in the furniture department during my student days and we'd never treat customers like some of the stories on here!

    Moral: support your local bed store and be rewarded with good service. You might not get it as cheap as Dreams all the time, but you've more chance of a decent nights sleep!
  • Jamie_Carter
    Jamie_Carter Posts: 5,282 Forumite
    Alexwild wrote: »
    Can I just add my two pence worth? I would never buy a bed from Dreams, these big chains cause nothing but problems. We sat on boxes in a new home for over 2 months waiting for Harveys to deliver a sofa that was a sale item but was built to order (funnily enough, being their main sale promotion sofa meant there was 'unusually high demand')

    If you want a bed and you're in West Sussex, try the Horsham Bed Centre. They deliver when they say, have a friendly staff who aren't pushy and are much more reliable. If you live in Dorset, try Beales. I used to work in the furniture department during my student days and we'd never treat customers like some of the stories on here!

    Moral: support your local bed store and be rewarded with good service. You might not get it as cheap as Dreams all the time, but you've more chance of a decent nights sleep!

    You must be joking. Dreams are very expensive.
  • Pinkypants
    Pinkypants Posts: 1,337 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Alexwild wrote: »

    Moral: support your local bed store and be rewarded with good service. You might not get it as cheap as Dreams all the time, but you've more chance of a decent nights sleep!


    Support you local store, about time someone stood up for the independents. Big Thank You.

    But as we live in the world of the internet, it's getting harder and harder to do so due to their overheads.
    Helping the country to sleep better....ZZZzzzzzzz
  • Jamie_Carter
    Jamie_Carter Posts: 5,282 Forumite
    Pinkypants wrote: »
    Support you local store, about time someone stood up for the independents. Big Thank You.

    But as we live in the world of the internet, it's getting harder and harder to do so due to their overheads.

    I do agree about supporting smaller companies, but I would never buy a bed from a shop again. I've made this mistake before, when I tried the bed out in store, and it was really comfortable. But then when sleeping on it, it seemed that it didn't give enough support, and my back was in agony. Worst of all, the shop wouldn't take it back.

    After doing some research on a mattress advice website it seems that as I did, people get mixed up between comfort and support, and think that they are the same thing. My mattress had a pillow top so it was really comfortable in the shop. But it was a sealy mattress with posturetech springs, which I have found out now aren't very supportive at all. So I sold the bed on ebay, making a huge loss, and bought a replacement on line.
  • I won't bore you with my trouble with Dreams it was my wife who against my wishes ordered a bed form this sorry excuse for a company this farce dragged on for three months.
    Non returmed phone calls etc , broken delivery dates , bad quality products, sounds familar ?.
    But I got a full refund, how ? the following information is avialable if you go digging on Google so its in the public domain and I don't feel bad about posting this information. it's how you use it that counts.

    Thank you for your recent email to our Chief Executive Nick Worthington. He has asked that I respond on his behalf, however, please be assured that he remains aware of your correspondence. I have left a message this morning on your answer phone.

    I am ever so sorry to hear that you are unhappy with your experience with Dreams and that your order has not gone smoothly and for any distress that this situation has caused.

    I would like to assure you that we do make every effort to work closely with our suppliers to ensure that goods are delivered within a reasonable time. Occasionally, and as I am sure you can appreciate, items are sometimes delayed due to unforeseen circumstances and we are at times unavoidably let down by our suppliers. In this instance, regrettably the Cordova is unavailable until the end of April and unfortunately I am unable to speed up the delivery as we are still awaiting the containers to arrive in the UK.


    Alternatively, I can cancel your order as you requested and refund the £200 deposit to you. Please advise either by return or by calling the number below how you wish to proceed.
    Dreams contact numbers as follows.
    Dreams COE.
    nickworthington { dreams.co.uk }
    Or
    Helen Leigh-Dugmore

    Customer Service Manager
    Dreams Plc
    Tel: 01628 535353 Ext 1097
    Email:
    helenleigh-dugmore { dreams.co.uk }
  • Jamie_Carter
    Jamie_Carter Posts: 5,282 Forumite
    Why can't your company try and get it right the first time, rather than trawl the numerous forums where people complain about your company, to make it look like your company is concerned? If you really were concerned, then you wouldn't rip people off with questionable sales and pricing policies. And you would train your staff to be better at customer service.


    I bet I don't get a reply. And if I do, it will be the usual corporate one.

    Guess what....the Dreams company rep was on this site yesterday, but didn't respond, and didn't reply to anyone elses posts.
  • Thank you for your recent email to our Chief Executive Nick Worthington. He has asked that I respond on his behalf, however, please be assured that he remains aware of your correspondence. I have left a message this morning on your answer phone.

    I am ever so sorry to hear that you are unhappy with your experience with Dreams and that your order has not gone smoothly and for any distress that this situation has caused.

    I would like to assure you that we do make every effort to work closely with our suppliers to ensure that goods are delivered within a reasonable time. Occasionally, and as I am sure you can appreciate, items are sometimes delayed due to unforeseen circumstances and we are at times unavoidably let down by our suppliers. In this instance, regrettably the Cordova is unavailable until the end of April and unfortunately I am unable to speed up the delivery as we are still awaiting the containers to arrive in the UK.


    Alternatively, I can cancel your order as you requested and refund the £200 deposit to you. Please advise either by return or by calling the number below how you wish to proceed.
    Dreams contact numbers as follows.
    Dreams COE.
    nickworthington { dreams.co.uk }
    Or
    Helen Leigh-Dugmore

    Customer Service Manager
    Dreams Plc
    Tel: 01628 535353 Ext 1097
    Email:
    helenleigh-dugmore { dreams.co.uk }

    I think she's probably got a template - and if not she should have because she must have a full-time job doing this! I got something very similar ......
    Marg :)
  • Jamie_Carter
    Jamie_Carter Posts: 5,282 Forumite
    I think she's probably got a template - and if not she should have because she must have a full-time job doing this! I got something very similar ......

    Yes, that has to be a template, with a space to add the model that the customer has ordered, in an attempt to make it look personal. In fact the template is probably used so often that there is a drop down list for the model.

    If you notice, the rest of the letter doesn't mention anything specific to the customer's complaint. It just tries to shift the blame onto their supplier.
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