Dreams bed Superstore??? Complaints?

gardeningflic

I bought a single adjustable bed from a Dreams store and , as I am a disabled pensioner, the helpful salesman wrote a note for the delivery men to dismantle my old bed as I couldn't manage to do so. When they arrived they were complaining to each other as they said they were not told to dismantle the old bed. I have to use a stair lift so couldn't take it upstairs as it would be in the way so I waited at the bottom.

The whole time one of them was moaning and then after they took the new bed up there was a terrific crashing sound. I then went up and they had knocked items off my antique dressing table and I had to ask them to pick them up as I wasn't able to. After they had gone I found that my paper lampshade was split. I emailed the company, rang customer services and then rang the manager of the store. He apologized and said that he would write a strong letter to head office and asked me to take a photo of it.

I have had no reply or apology from the firm or offer of compensation for the price of a new lampshade. I am on a state pension and don't need to have to replace, what was a perfectly good lampshade, because of their slamming around because they were annoyed.

I can understand the frustration of the other forum complainants who have been let down by this company.

gardeningflic

KeithJones84

Right, I see a chance to have contact with Dreams Beds.

We bought and paid in full for a new bed on 30/6/12 and were told delivery would be 23/7/12. This date was confirmed a couple of days before, with a timeslot of 1030 - 1430hrs. I took the day off work in order to be in to receive it, and received a phonecall at 1330hrs that day to say there had been a 'mix up in the warehouse' and it would not be delivered that day.

Since then we have contacted the shop many times, who tell us that they are 'not allowed to ring the warehouse, but have emailed them several times without reply' - so the shop that takes your money is not able to contact anybody within the company that can resolve your problem, apparently...!

We had a phone number for customer services ourselves so have also rung that almost every day, only to be cut off immediately, or be put to answerphone. We have not yet had a single call back.

Basically a week and a half after delivery was promised, we still have no idea when our bed might be delivered.

Looking across various websites, the vast majority of comments seem to be from people who have had the same experience. Common themes seem to be delayed deliveries, incorrect and/or damaged items delivered, poor communication, uninterested staff and great difficulty in getting refunds/cancelling orders.

'Dreams Company Representative', my order no is 142 Q 419, and we would very much appreciate it if you could be the first person in our dealings with Dreams to assist us, since the day our money was accepted please.

Our daughter would quite like a bed to sleep on.

stekar

Wasn't surprised to come across this thread.

To cut a long story short, I sent £1800 on a bed. Due to be delivered 6th June, it wasn't. Contacting customer services is a nightmare, on hold for ages, get cut off, and when you do speak to people you get conflicting information.

Bed arrived 14th June and was damaged. Dreams agreed to re-order the damaged base, due for 3rd July which was then pushed back three times until 24th July. No bed delivered, what a surprise.

Replacement base arrived today, but they only sent a replacement for the half that was damaged. And with it being an ottoman, the hinges are different and therefore don't match. The two halves do not lift in the same place so impossible to use. Customer services couldn't get a grasp of the situation, wanted to send a bracket to put them together. This would not work as they don't lift at the same angle which I had told them! Wouldn't let me speak to a supervisor. After a lot of hassle they agreed to order a full base replacement.......why they didn't do that in the first place goodness knows....but had to ring me back later. They never did so when I rung them again there's no trace of the full base replacement!

Appalling customer service, wish I'd had nothing to do with them. Want them to come and collect the whole lot of it.

Jamie_Carter

Pinkypants wrote: »

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.

I don't know how many will accept returns, but I found a couple of on line companies that do. I didn't find any shops that do at all.

I had concerns about what they do with the returns, and they said that they auction them on ebay, making it clear that they are returns that peopl have tried out. And they did insist that I used a mattress protector.

If some on line companies can do this, then why can't shops?

Pinkypants

Jamie_Carter wrote: »

I don't know how many will accept returns, but I found a couple of on line companies that do. I didn't find any shops that do at all.

I had concerns about what they do with the returns, and they said that they auction them on ebay, making it clear that they are returns that peopl have tried out. And they did insist that I used a mattress protector.

If some on line companies can do this, then why can't shops?

Ehhh? Dreams do.

So do a few other shops. By why should shops, they have spent money, time and effort to display the goods for you to try in store. Employed staff to guide the customers through the mine field of mattress to try and get it right 1st time.
Stores by law DO NOT have to accept any product back if you simply don't like it. Some will, as a gesture of good will.

Like I said before, what other product can you have a trial run on and if you don't like it send it back. Especially when you have the hygiene issues with mattresses.

Online companies HAVE to accept mattresses back under the DSR's, although many will try to wriggle out of their obligations by using their own terms and conditions.

I seriously doubt you asked about return mattress and suspect that you work for an online mattress company yourself.

Pinklepurr

Another one experiencing unsatisfactory customer service from Dreams.

I ordered a bed and mattress on 19 July in their recent sale. On ordering, item was listed as in stock. I booked delivery for 9 Aug and arranged to be at home to take delivery. 4 days ago I had an email to confirm delivery would be 9 Aug. Perfect! Yesterday, I had a second email to say delivery would be 10 August. No explanation for the change! I rang their "customer service" line and was told that in fact the items were still not in stock and that delivery would be 28 August! No apology or decent explanation. I was fuming as we had arranged for elderly relatives to visit and they were expecting to sleep in a bed. :mad:

I then get a further email saying delivery WILL be 9 August...but I just don't believe a word they say, and, having read some of this thread, I am not at all confident that my order will arrive and be undamaged or indeed the right bed at all!!

I wish I had researched Dreams reputation prior to placing an order. However, we needed a spare bed in a hurry and the price was right. In future I will pay more and buy from a decent department.

bwatt00

there seems to be many complaints about dreams,why are they allowed to treat people like this?Who is the top guy,owner,how do you get hold of him as this need to go to the top guy,my mother after weeks is still having issues with a problem she has with her bed she purchased to a value of £1600,She is going to put an article in the papers,probably local paper about them,she also has driven customers away from the shop while trying to get this mess sorted to warn others,but they still do give a sh--.
I need to take this further as in watchdog,trading standards,director of the company,i said to her just take it all back and ask for money back and get it another place,these guys are nothing but cowboys.

Jamie_Carter

bwatt00 wrote: »

there seems to be many complaints about dreams,why are they allowed to treat people like this?Who is the top guy,owner,how do you get hold of him as this need to go to the top guy,my mother after weeks is still having issues with a problem she has with her bed she purchased to a value of £1600,She is going to put an article in the papers,probably local paper about them,she also has driven customers away from the shop while trying to get this mess sorted to warn others,but they still do give a sh--.
I need to take this further as in watchdog,trading standards,director of the company,i said to her just take it all back and ask for money back and get it another place,these guys are nothing but cowboys.

Although Dreams appear to be one of the worst, I don't believe this problem is isolated to them alone. You only have to look on various consumer forums to see that there are huge numbers of complaints about many large companies, including Argos, Harveys, Bensons, Virgin Media, Sky, BT, and many others. I saw someone else describe it as 'big company syndrome'. It seems that when companies reach a certain size they stop treating people as individuals, and start treating them as sales statistics.

But don't let the above stop you reporting them to watchdog and trading standards. There is nothing better than people voting with their feet to change company policy.

Pinklepurr

Pinklepurr wrote: »

Another one experiencing unsatisfactory customer service from Dreams.

I ordered a bed and mattress on 19 July in their recent sale. On ordering, item was listed as in stock. I booked delivery for 9 Aug and arranged to be at home to take delivery. 4 days ago I had an email to confirm delivery would be 9 Aug. Perfect! Yesterday, I had a second email to say delivery would be 10 August. No explanation for the change! I rang their "customer service" line and was told that in fact the items were still not in stock and that delivery would be 28 August! No apology or decent explanation. I was fuming as we had arranged for elderly relatives to visit and they were expecting to sleep in a bed. :mad:

I then get a further email saying delivery WILL be 9 August...but I just don't believe a word they say, and, having read some of this thread, I am not at all confident that my order will arrive and be undamaged or indeed the right bed at all!!

I wish I had researched Dreams reputation prior to placing an order. However, we needed a spare bed in a hurry and the price was right. In future I will pay more and buy from a decent department.

Update: Bed and mattress delivered this morning, on time, in good order! Quite staggered considering the confusion earlier in the week. Despite this, I won't be using Dreams again.

tealady

Hi
Re trying out beds when I went to my local bed retailer the sales person encouraged to lie on the bed in my usual sleeping position as that was the best way to judge if the mattress was the right one for me.
Their store was busy. When I passed my local Dreams store shortly after on the same day there were peope in there - the staff!!!!
Good customer service counts for a lot, seems as if Dreams are "nightmares" to a lot of people.