Dreams bed Superstore??? Complaints?

diean

Hi all, I ordered a bed and mattress in June and was told that they would deliver in ten days, on the morning that the delivery was ment to be made had phone call from dreams telling me that they could not deliver as there had been some sort of accident, went to the store were purchased and they told me that the real reason was that the bed was out of stock and that the new delivery date would be three weeks later and they even upgraded me to a bed that was in stock, again on the day of delivery got phone call saying that the date for delivery had been changed, told them that if the delivery was not made on the new date that I would then be cancelling. Two days before delivery day, got phone call confirming that the bed would be delivered in the morning of the delivery day, thought great. Evening before delivery date phone rang, dreams to tell me that they could not deliver and it would be another two weeks. Told them to cancel and as I had paid by cash and I don't have a bank account I will want to have the refund paid back in cash, they kept on insisting that they do not give cash refunds and even said that that is what it says in the terms & conditions. I checked their terms and conditions and found that that was not so. So I was angry that I had been lied to, so I thought what could I do. I decided, what would happen if I was to bombard them by filling in their online form and keep doing so every ten minutes. After I had sent the fourteenth form in, the phone rang, it was dreams and the lady on the phone said "we have on this occasion decided that we can give you a cash refund and the money is waiting at the store and you can pick it up when you want".

If this helps anyone, I am happy for you.:beer:

Jamie_Carter

tealady wrote: »

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.

When I bought from Dreams they did actually encourage me to do the same. But I think the problem is that we don't sleep for only 10 minutes, and we keep changing position.

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.

Jamie_Carter

Pinkypants wrote: »

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.

Have you ever read all of Dreams terms and conditions? I think that you should, as it isn't quite as simple as that.

In my experience staff in many shops (not just beds), aren't interested at all in guiding you through the minefield, they are just interested in getting your money. And I'm sure this includes both on line and high street shops. But if you think about it, any retailer who does accept returns will get far more sales. So if they give really good advice they will be less likely to get any returns. Whereas a retailer who doesn't accept returns probably doesn't care once they have delivered the bed, because they know that they have the customers money, and the customer has no rights. That is why I took a friends advice, and used the same company that they did, who accepted returns.

Many companies do accept returns, for all sorts of products.

I have read through many of your old posts, and you are now contradicting yourself. As you actually said that mattresses were exempt from DSRs.

If I worked for a mattress company myself, then why would I have bought from Dreams??

Pinkypants

Jamie_Carter wrote: »

Have you ever read all of Dreams terms and conditions? I think that you should, as it isn't quite as simple as that.

In my experience staff in many shops (not just beds), aren't interested at all in guiding you through the minefield, they are just interested in getting your money. And I'm sure this includes both on line and high street shops. But if you think about it, any retailer who does accept returns will get far more sales. So if they give really good advice they will be less likely to get any returns. Whereas a retailer who doesn't accept returns probably doesn't care once they have delivered the bed, because they know that they have the customers money, and the customer has no rights. That is why I took a friends advice, and used the same company that they did, who accepted returns.

Many companies do accept returns, for all sorts of products.

I have read through many of your old posts, and you are now contradicting yourself. As you actually said that mattresses were exempt from DSRs.

If I worked for a mattress company myself, then why would I have bought from Dreams??

I have re read and changed my view point on the DSR regarding mattresses, simple as that.

My view point is that yes you can try the mattress or bed out of the packaging as if in store. But no you can't sleep on it for a few nights and then try to return it.

That doesn't stop 90% of online traders who try rigging out of their responsibly with their illegal terms and condition's.

You may have purchased you mattress a long time ago before commercing work within the bed trade.

As for returns I'm talking out a trail period of the products, especially those of a hygienic nature. Ear rings, underwear, shoes, bed sheets, clothes, cookware, etc.......Use them for a week and try to return them because you don't like them. I bet MOST companies whether bought online or in store will decline any return unless faulty.

Jamie_Carter

Pinkypants wrote: »

I have re read and changed my view point on the DSR regarding mattresses, simple as that.

My view point is that yes you can try the mattress or bed out of the packaging as if in store. But no you can't sleep on it for a few nights and then try to return it.

That doesn't stop 90% of online traders who try rigging out of their responsibly with their illegal terms and condition's.

You may have purchased you mattress a long time ago before commercing work within the bed trade.

As for returns I'm talking out a trail period of the products, especially those of a hygienic nature. Ear rings, underwear, shoes, bed sheets, clothes, cookware, etc.......Use them for a week and try to return them because you don't like them. I bet MOST companies whether bought online or in store will decline any return unless faulty.

So you have changed what you say on here because you use it to try and put people off on line retailers?

Why do you keep saying that I am in the bed trade? I work for the council.

We are all aware that you work in a bed shop. So rather than criticising companies who do accept returns, why don't you change your company policy, and give customers what they want. I am just giving my experience as a customer, and would buy from a company that accepts returns any day. As would 99% of the population. Something for you to think about.

I didn't have a trial period. I bought the bed, but could have returned it if not satisfied. You are contradicting yourself again.

Pinkypants

I've always been against buying such a product online, although as you will find I have posted several links suggesting products at very very good prices.

Until recently thought mattresses where exempt from DSR, but someone on here posted a link which changed my mind.

I can't see how I'm putting people off by saying that mattresses CAN BE return under DSR's, if anything that reinforces the power of internet buying. I'm here as a complete independent view, away from any sales gimmicks. I do not benefit from this site at all, unlike some previous posters!!! My only reason for posting is to help out and give something back to this forum, as after all I have gained vast knowledge from many different subjects from this wonderful forum.

Of course buying online will generally be more beneficial price wise. But by purchasing both online and instore have their different pros and cons.

As for the company I work for, I have discussed with the owner at great depth about returns. His money, business and his decision. But one of his reason was the fact that we have very very few requests for that type of service.

As it is a small family business we do our best to make sure our customers are happy with their purchase even after delivery. Change divan base to sprung edge if mattress too firm etc.. There are quite a few things that can be done to help a customer, having a mattress back is not always the answer.

I'm not contradicting myself, YES you had a trail period with your product, ok so you didn't use said trail but none the less it was a trail period. Any product that you can use to its full extent and then return IS a trail.

I was trying to get over the difference between trying a product and using it.

Trying: Product out of the packaging and trying it, clothed for a period of time, but not sleeping on it. IE as you could in a shop.

Trail: Using the product to it full extent.

If you do work for the council why not speak to your colleges in Trading Standards about Dreams on going sale, instead of continually berating them on here.

Jamie_Carter

Pinkypants wrote: »

I've always been against buying such a product online, although as you will find I have posted several links suggesting products at very very good prices.

Until recently thought mattresses where exempt from DSR, but someone on here posted a link which changed my mind.

I can't see how I'm putting people off by saying that mattresses CAN BE return under DSR's, if anything that reinforces the power of internet buying. I'm here as a complete independent view, away from any sales gimmicks. I do not benefit from this site at all, unlike some previous posters!!! My only reason for posting is to help out and give something back to this forum, as after all I have gained vast knowledge from many different subjects from this wonderful forum.

Of course buying online will generally be more beneficial price wise. But by purchasing both online and instore have their different pros and cons.

As for the company I work for, I have discussed with the owner at great depth about returns. His money, business and his decision. But one of his reason was the fact that we have very very few requests for that type of service.

As it is a small family business we do our best to make sure our customers are happy with their purchase even after delivery. Change divan base to sprung edge if mattress too firm etc.. There are quite a few things that can be done to help a customer, having a mattress back is not always the answer.

I'm not contradicting myself, YES you had a trail period with your product, ok so you didn't use said trail but none the less it was a trail period. Any product that you can use to its full extent and then return IS a trail.

I was trying to get over the difference between trying a product and using it.

Trying: Product out of the packaging and trying it, clothed for a period of time, but not sleeping on it. IE as you could in a shop.

Trail: Using the product to it full extent.

If you do work for the council why not speak to your colleges in Trading Standards about Dreams on going sale, instead of continually berating them on here.

I have seen the arguments on here about DSRs, and I'm not getting involved, as I don't know the in's and out's of the subject. And after all, it didn't concern me because the seller accepted returns.

Well it's a shame that your employer can't see the wood for the trees. Just because customers may not have asked for you to accept returns, it doesn't mean that sales wouldn't increase if you did offer this service.

Maybe we interpret things differently. But I regard a trial as when you have something in your home for a few days. And only pay for it if you decide you like it. I didn't do this, I bought the bed, but had the security of knowing that I could exchange it or return it if I didn't like it.

I have nothing to do with trading standards, and would have no ore clout than anyone else.

Pinkypants

Jamie_Carter wrote: »

I have nothing to do with trading standards, and would have no ore clout than anyone else.

If you do work for the council why not speak to your colleges in Trading Standards about Dreams on going sale, instead of continually berating them on here.

I didn't you say you do, you must have been tired and not read my post correctly.

Jamie_Carter

Pinkypants wrote: »

If you do work for the council why not speak to your colleges in Trading Standards about Dreams on going sale, instead of continually berating them on here.

I didn't you say you do, you must have been tired and not read my post correctly.

I did read it correctly. And as I said, I don't know anyone in trading standards, so they are no more likely to do anything about them, than if anyone else (like you) complained to them.

If you read through many of the threads that you have been involved in, you will see that dreams, like many other big companies use loopholes in the law. So I doubt trading standards could do anything about them.

Motley_2

My current experience with Dreams. My advice - Aviod them at all costs!

On the 16th June 2012 my partner and myself purchased almost £2500 worth of product from the Dreams Chelmsford Store, we paid the entire cost upfront. With the expected delivery date of the 7th August 2012. According to the store, and the screen that the in store employee showed us, we could pull this date forward to the 27th July 2012 later on in the week. When I attempted to do so through the customer services department I was told this was not possible. I was notably unhappy about this but accepted it.

My partner received a phone from Yodel at 16:58 on 3rd August 2012 to inform her that the products we had ordered were available and due to be delivered on Tuesday the 7th August 2012 between 07:00 and 09:00. With this information I arranged to be at home on the Tuesday to accept delivery. At 09:15 on the 7th I called the customer services department to enquire to the whereabouts of my delivery to be informed that one of the items on the order is now out of stock and will not be delivered today. I was less than impressed. We had received no notification of this and doubt I would have done if I had I not contacted Dreams. Getting no reasonable answers from the customer services department I contacted the Chelmsford store where I purchased the products. They informed me that they would look into this and get back to me. In the afternoon the store contacted me and informed me that now ALL items on the order are now out of stock with no expected delivery dates. At this stage I was livid. I rang the customer services department again who confirmed this and they informed me that someone would contact me in the next 48 hours to provide an update.

On Thursday afternoon on the 9th August 2012, a full 48 hours after the promised phone call from dreams customer services department I rang the customer services department again to get an update. I was now informed that ALL the products I had ordered have not been out of stock, that there were tracking numbers against them and they were out to be delivered. Seconds later the adviser ask me to be put on hold while he spoke to his manager. After coming off hold I was promptly told that all items were in the depot and assigned to my order ready to be dispatched and that someone would be in contact within 48 hours, again, to book a delivery slot.

Yesterday the 13th August, I yet again did not receive the promised phone call. At 11:30, (30 minutes after waiting on hold to speak to customer services) the advisor told me it is out of stock again and they cannot arrange or book another delivery date for me at this time. I proceeded to state that I was unhappy and asked for the complaints telephone number when I was told there was not one. As I was mid flow in speaking to the adviser to explain how unacceptable this is he cut me off the phone call. Now completely frustrated and appalled I rang the Chelmsford store and spoke to the manager. He too was appalled and said he would look into it for me and get back to me in the afternoon. At 18:20, again after not being contacted as promised, I rang the store. The manager told me "It's not good news." According to what he has been able to find out the products that were allocated to our order has "Gone missing or been stolen." I find this hard to believe as according to the advisor on the 9th August 2012 there were tracking numbers associated with my order. This has led me to believe that my products have been resold or reallocated to somebody else. The manager informed me that the earliest delivery date is now the 4th September 2012, but this is not confirmed. When looking on dreams website yesterday evening at the products we are waiting for, the website states that one product can is available for delivery for the 15th August 2012 and the other is available for delivery on the 25th August 2012. Yet again more conflicting information from dreams.

Aviod Dreams at all costs if you actually want a bed to sleep on.