Dreams bed Superstore??? Complaints?

Pixie73

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

Hi there - my advice is to go straight to the organ grinder and cut out the monkey. Email the CEO Nick Worthington (his email address is extremely easy to find online) and tell them you are giving them seven working days to sort out this issue or you'll visit your lovely local Trading Standards Officer and/or speak to BBC's Watchdog (they've already been featured on this show, so I'm sure they're keen to avoid any further adverse publicity!).

This ultimately worked for me (although they did still manage to screw things up during the resolution of my 'concerns') and I can now get on with a thankfully Dreams-free existence....*smiles*

bwatt00

Can someone pm me nickworthington email, as my mother has just received a bed last week has had to sleep on her sofa since it was delivered,due to a part not right so cant be made,i have contacted them with photos and the problem online,she has called many times and been to store and just gets fobbed off,they have been calm about it but are starting to get annoyed about this.
It was a very expensive purchase,and she should not be treated like this the company is a joke if only i had know what they was like before the purchased it,i would have told them to buy a bed somewhere else,i need this sorted out as they have a bed partly made and they dont seem to care

Margaret_Skinner

bwatt00 wrote: »

Can someone pm me nickworthington email, as my mother has just received a bed last week has had to sleep on her sofa since it was delivered,due to a part not right so cant be made,i have contacted them with photos and the problem online,she has called many times and been to store and just gets fobbed off,they have been calm about it but are starting to get annoyed about this.
It was a very expensive purchase,and she should not be treated like this the company is a joke if only i had know what they was like before the purchased it,i would have told them to buy a bed somewhere else,i need this sorted out as they have a bed partly made and they dont seem to care

It's [EMAIL="nickworthington@dreams.co.uk"]nickworthington@dreams.co.uk[/EMAIL] - your reply will come from one of his minions so I'll give you the e-mail address of that person as well in case that's of any use - [EMAIL="HelenLeigh-Dugmore@dreams.co.uk"]HelenLeigh-Dugmore@dreams.co.uk[/EMAIL]

I asked for a full refund at the end of my sorry tale and although it took a few weeks I got it without any further problems. By the way I did mention the phase Trading Standards in my e-mail - whether that made a difference or not I don't know! Good luck and I'm truly sorry for everyone on here who has had to go through the stress of dealing with them - it's disgusting they're getting away with it

Jamie_Carter

Pinkypants wrote: »

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.

I'll never buy from a store again. I have done before after trying a bed out in the shop, that felt really comfortable. Then after a few nights of sleeping on it I found it more and more uncomfortable. And then I found that I had no rights at all to return it. I only bought it because I found it comfortable in the store. So that bed went into the spare room, and I bought a replacement on line after taking advice. And I have to say they got it spot on.

Have you actually read the Dreams t&c's for their comfort guarantee? It's full of get out loop holes.

Pinkypants

Jamie_Carter wrote: »

I'll never buy from a store again. I have done before after trying a bed out in the shop, that felt really comfortable. Then after a few nights of sleeping on it I found it more and more uncomfortable. And then I found that I had no rights at all to return it. I only bought it because I found it comfortable in the store. So that bed went into the spare room, and I bought a replacement on line after taking advice. And I have to say they got it spot on.

Have you actually read the Dreams t&c's for their comfort guarantee? It's full of get out loop holes.

Well try 1 mattress at home and then have the hassle of sending back
OR try lots of mattresses in store? Tough choice, considering many T+C's ignore what the DSR say. Many many companies will not allow returns!! Besides who wants the hassle of sending such a large product back. Best advice is go into the stores spend time trying the mattresses and then find cheaper but same product online. Or just haggle in the store.

How any online company can tell you what's comfortable on the phone is beyond me, especially as comfort is such a personal thing. You're beginning to sound like an ex member of this forum.

Jamie_Carter

Pinkypants wrote: »

Well try 1 mattress at home and then have the hassle of sending back
OR try lots of mattresses in store? Tough choice, considering many T+C's ignore what the DSR say. Many many companies will not allow returns!! Besides who wants the hassle of sending such a large product back. Best advice is go into the stores spend time trying the mattresses and then find cheaper but same product online. Or just haggle in the store.

How any online company can tell you what's comfortable on the phone is beyond me, especially as comfort is such a personal thing. You're beginning to sound like an ex member of this forum.

You missed my point. I have tried beds out in store before, and bought what I thought was the right one for me. But then after sleeping on it I found it very uncomfortable, and the shop wouldn't take it back.

I bought the replacement from an online company because they were recommended to me. And because they would take it back if I didn't like it. I have to admit I was sceptical about them being able to recommend something over the phone and by email. But they did get it right. Maybe this was luck, or maybe it was down to the experience of the staff, I don't know. All that concerned me was that I wasn't going to waste my money if I didn't like it, because they would take it back, at no cost to me.

Pinkypants

I didn't miss your point at all, you never stated that the online company would take it back.

Guess you're very lucky that they got it right first time.

As I've said before, very very few online bed companies will let you have a trail use of their product. But at the same time very very few stores will either, but in store you CAN at least try before you buy. I know that 5-10 mins on a product is not the same as all night, but what are retailers meant to do. Hike up all the prices and offer a returns service on a 2nd hand product?

How many products in life can you try and return if you don't like them. Let only how many products of a personal hygienic nature. As we sweat about half a pint of moisture a night and that's only sweat. Many other bodily fluids are soaked up by a mattress as well. Hmmmm nice.

Dreams_company_representative

bwatt00 wrote: »

Can someone pm me nickworthington email, as my mother has just received a bed last week has had to sleep on her sofa since it was delivered,due to a part not right so cant be made,i have contacted them with photos and the problem online,she has called many times and been to store and just gets fobbed off,they have been calm about it but are starting to get annoyed about this.
It was a very expensive purchase,and she should not be treated like this the company is a joke if only i had know what they was like before the purchased it,i would have told them to buy a bed somewhere else,i need this sorted out as they have a bed partly made and they dont seem to care

I am sorry to hear of problems you are having. Do you have your order number so we can look into this? Thanks

Dreams_company_representative

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

Could I please have your order number so that I can look into this please?

bchong

I've ordered in beginning of June. Requested to be deliver on July. Delivery Company rang me and said they could not deliver my item because it was listed as order incomplete. Told me that Dreams will contact me about it. Waited for few days, no calls from Dreams. End up calling them and they have absolutely no idea and didn't know my order wasn't deliver. Promise to check for me and chase it up. Because of this I have to sleep on the floor for nearly two weeks now. I have told the guy that was over the phone that promise to help me sort it out that if I do not received my correct order on this Saturday, (which he promise to get it deliver by then). I would want a full refund as it is not acceptable in any way. They did not have the correct delivery address on the system as well so I had to fax over my document to proof who I was requesting for the changes. With that I also fax a official letter which state if I do not received my orders by this Saturday, I demand a full refund on the orders...
I will never ever order anything from them anymore. Given that there are lots of bad reviews for Dreams!