Dreams bed Superstore??? Complaints?

Jamie_Carter

Edinburghlass wrote: »

Have you bought a bed from Dreams that you have such an interest in when and what the official representative is doing?

Yes I have, and I have regretted it ever since. It was about 4 years ago, when I bought a bed for my daughter. And my story was similar to others who have posted in this thread (wrong item, then parts missing, then had to wait weeks for a replacement. Then eventually got the right bed, with all the parts there, and it collapsed within 2 months). I eventually got a refund after a huge battle with rude staff.

I am much wiser now though, but do still hold a grudge for all the messing about.

If you read the thread you will see that I asked the Dreams Representitive a question. But as I expected they didn't reply.

AuraX_2

AuraX wrote: »

I ordered a double bed, wardrobes and drawers and a guest bed for my son back in FEBRUARY.

I was called fairly promtly to arrange delivery of the beds. The furniture was coming from another company, so would be delivered seperately.

I took a day off the day before expected delivery, to re-arrange my bedroom ready for the new bed. It was larger than my previous bed. This day I had a cold/flu and struggled as a single mum to do this. In the morning my son helped me disassemble our current beds ready to be taken away. Come 4.30pm nothing had arrived. I called my local Dreams store to be told that his guest bed was not in stock in time and therefore the whole delivery had been cancelled. ONE PROBLEM no one had bothered to let me know. I was then faced with putting my beds back together to be able to go to bed and my apartment was a total mess having emptied my underbed storage. Not a happy girl at all.

I was ready to cancel my order totally as I was so upset. Dreams promised delivery of my bed asap, though I would have to wait for the guest bed. They promised to include the assembly of my new bed, as a way of an apology. I didnt even realise it needed 2 people and one hour to assemble. So I guess that was handy and agreed. The guest bed I would have to wait for. My bed was organised to be delivered on the following wednesday. I had to take ANOTHER day off work. The delivery guys arrived this time, but they had NO IDEA that they were to take away my old bed or that they were to assemble my bed. They had been given just a 5 minute delivery slot. ALSO my sons matress for the guest bed was missing, so if they took his old one away as arranged he was going to be left with nothing to sleep on.
The delivery guys were nice, they spoke to several people and 10-15mins later they assembled my bed and one went to the local store to collect the matress.

In MAY I had still heard nothing regarding the guest bed. I tried to called my local store who promised to look into it and call back, but guess what they didnt. I tried to call the main customer service but always get left on hold forever and give up. I emailed dreams. I got a reply saying it would be in at the end of may, then another saying early june. Come the middle of June and having not heard anymore, I ordered a bed from elsewhere and it was delivered the following week.

Today 5 months later they call me to arrange delivery of the guest bed and you can probably guess what my reply was.

I will NEVER buy another thing from Dreams and would avise any friends or family not to either. They cost me 2 days off work, caused great upset, let alone my son slept on the floor for almost 5 months thanks to many empty worthless promises and appauling customer service.

PS the furniture that came from another company was delivered as arranged and the delivery guys were fab. There was a slight mark on one of the units which THEY pointed out and they arranged for it to be replaced asap. They left me with the furniture until that happened. 100% happy with Kingstown

They have now taken a direct debit amount for the full order monthly amount, despite me never receiving the full order. So quick to take my money for the most hideous service ever. My bed drawer is also broken, but like others I really cant be bothered anymore!! I will go to the store today to put a rocket up someone's backside...Not amused

AuraX_2

I went to the store to sign the new credit agreement for a lesser amount as requested by customer services. Guess what no paperwork there, so a wasted trip. I have today called creation the credit company, who cannot cancel the agreement from my word, the cancellation has to come from dreams. Can anyone see that happening even if I do get through on the phone.

So what now...bad credit rating as well as incomplete order, damaged goods, wasted days off and never ending stress.

Dreams?? more like anyones worst nightmare, just dont go there

Stu2012

hello all, i literally just became a member after reading this forum about dreams, ha!! shocking i didnt realise it was this bad and thought i must be a minority for such a massive company!! poor old Nick W. i too went to the route of emailing the CEO as i couldnt find a complaints procedure and sent a lengthy email regarding the shoddy customer service, or lack of. does anybody know how long it takes for someone to eventually get back to you and when i can expect a reply????

LisaDa_2

Never, ever buy a bed from Dreams. The staff in the store and the delivery guys are great but customer service is shocking! I have just spent 15 minutes trying to get through only to have someone tell me the system was down ring back monday and then hung up on me! I'm sure if you look up the word incompetent in the dictionary you will find dreams customer service telephone number!

aliasojo

My son bought a bed from Dreams recently. It was a very expensive (he's young with money to burn) divan bed and he too got seriously messed about with delivery. He was basically fobbed off at every opportunity.

Shoddy service imo.

I was also in the market to buy a bed recently and avoided Dreams specifically after becoming aware of the poor service.

Pixie73

Stu2012 wrote: »

hello all, i literally just became a member after reading this forum about dreams, ha!! shocking i didnt realise it was this bad and thought i must be a minority for such a massive company!! poor old Nick W. i too went to the route of emailing the CEO as i couldnt find a complaints procedure and sent a lengthy email regarding the shoddy customer service, or lack of. does anybody know how long it takes for someone to eventually get back to you and when i can expect a reply????

They get back to you pretty quickly via email with an assigned person (usually a 'Customer Service Manager'...possibly designed to sound important to us proles *snigger*).

However, don't be surprised if you end up chasing said person (I did). Their concept of 'as soon as possible' is somewhat fast and loose by normal human standards. I just kept on emailing Mr Worthington and adding to my complaint everytime they ignored/let me down/yet another thing went wrong. I also peppered my messages with catchwords and phrases like 'Watchdog', 'Trading Standards' etc. That gets their attention; I guarantee you'll get a call VERY quickly after that (also, another top tip: give them a timeframe to resolve and state you'll take further action if they miss this deadline. That also proved effective).

You'll probably also be approached by the mysterious 'Dreams Company Representative' (Hello!) on here at some point....What a rewarding job that must be :rotfl:

Overall, stay in their faces. They seem quite happy to dish out rubbish service and not so proactive at resolving. You tell them what you want and what you'll do if they don't comply and you'll get further than if you leave it to them.

Hope this helps!

pinchesc

IAM ALSO HAVING THE SAME PROBLEMS WITH DREAMS BEDS
THEY GAVE MY 78 YEAR OLD DAD A BASE WHICH WAS TOO SMALL FOR THE MATTERS WE ORDED THE COMPANY PUT THE BED TOGETHER LEFT IT LIKE THAT FOR 5 DAYS . MY DAD HAD TO SLEEP IN A CHAIR FOR 5 DAYS THE OLD THING DREAMS BEDS THINK ABOUT IS THE MONEY. I HAVE EMAIL HEAD OFFICE, BUT THEY DONT EVEN REPLY. PLEASE NO ONE BUY A BED FROM DREAMS AS THEY DONT CARE!!!!:mad::mad::mad::mad::mad::mad::mad:

bryce86

Hello everyone

Im hoping you can help me out as Im at my witts end. I'll try and keep it as brief as possible.

Basically we bought a mattress in february this year at a cost of £1200. Thinking the 40 day exchange was a fantastic idea.

Well... the bed was horrible to sleep on. We gave it 30+ days as the store told us and then went in to make an exchange which we had to do over the phone.

FOUR no shows later on the delivery/exchange and no sign of a refund (exchange bed was £600), I decided to tell them to cancel the whole thing and Id pursue a full refund. ( we havent been using uncomfy bed).

Despite numerous phone calls - which went no where / werent returned / hung up on and many visits to our local store - who pretended to be appalled - we're still no further forward. Stuck with a £1200 bed which we cant sleep on and cant afford to buy another.

What on earth can we do now? I dont want an exchange, I want FULL refund and rid of any business with Dreams.

I hope someone can help and fast.

Many thanks

Bryce and Alanna

Pinkypants

bryce86 wrote: »

Hello everyone

Im hoping you can help me out as Im at my witts end. I'll try and keep it as brief as possible.

Basically we bought a mattress in february this year at a cost of £1200. Thinking the 40 day exchange was a fantastic idea.

Well... the bed was horrible to sleep on. We gave it 30+ days as the store told us and then went in to make an exchange which we had to do over the phone.

FOUR no shows later on the delivery/exchange and no sign of a refund (exchange bed was £600), I decided to tell them to cancel the whole thing and Id pursue a full refund. ( we havent been using uncomfy bed).

Despite numerous phone calls - which went no where / werent returned / hung up on and many visits to our local store - who pretended to be appalled - we're still no further forward. Stuck with a £1200 bed which we cant sleep on and cant afford to buy another.

What on earth can we do now? I dont want an exchange, I want FULL refund and rid of any business with Dreams.

I hope someone can help and fast.

Many thanks

Bryce and Alanna

Sorry to write this but the Dreams 30 day exchange is on top of your statutory rights. Most bed companies do not offer such a service, which is why it's very important to take your time to rty them in store and hopefully get it right.

So you will be very very lucky to get a refund. But I wish you luck with it all.