Dreams bed Superstore??? Complaints?

Jamie_Carter

Motley wrote: »

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.

Why don't you just cancel, and then go elswhere, and pay half the price.

KeithJones84

KeithJones84 wrote: »

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.

Update on ours,

Never heard a word back from 'Dreams Company Representative' on here. Thanks for that.

My emails to the CEO and assistant at least got us a call back - two identical calls back actually, full of apologies and promising to sort it out.

Three weeks after the first failed delivery we had various porr excuses about 'the item being lost in teh warehouse' and it also being 'specially made to order' - not mentioned when buying and getting the first delivery date - we got another delivery date, and I took another day off work. Again no delivery showed up and not even a phone call to tell us they'd failed again.

Probably preaching to the converted on this thread, but I think I'm just venting tonight at their appalling service. We will never use them again, and will be spreading the word so that as many people as possible know their M.O. before they make the mistake of shopping there.

Uncontactable, unhelpful, uninterested customer service, and worse, don't appear to care.

Jamie_Carter

KeithJones84 wrote: »

Update on ours,

Never heard a word back from 'Dreams Company Representative' on here. Thanks for that.

My emails to the CEO and assistant at least got us a call back - two identical calls back actually, full of apologies and promising to sort it out.

Three weeks after the first failed delivery we had various porr excuses about 'the item being lost in teh warehouse' and it also being 'specially made to order' - not mentioned when buying and getting the first delivery date - we got another delivery date, and I took another day off work. Again no delivery showed up and not even a phone call to tell us they'd failed again.

Probably preaching to the converted on this thread, but I think I'm just venting tonight at their appalling service. We will never use them again, and will be spreading the word so that as many people as possible know their M.O. before they make the mistake of shopping there.

Uncontactable, unhelpful, uninterested customer service, and worse, don't appear to care.

As I said to Motley: "Why don't you just cancel, and then go elswhere, and pay half the price. "

Ewan_Hugh

I recently bought a bed from dreams . They were helpfully and very pleasant as you would expect, the bed arrived very quickly and then the fun started. We built the bed and to bed honest we measured it and everything on more than one occasion but it was to big as there was sleigh turns on either end of the bed so headboard and footer took up almost a foot and half extra than planned. We are now unable to have everything in are room, the mattress and bed are super king size but the mattress does not fill the whole bed, we have space either end so pillow falls down back of mattress some times. We called up as we knew we had the 40 days and forty nights guarantee . They told us we can not change the bed or the mattress as we should have measured properly. My wife does not like the mattress and she wants smaller bed, in the guarantee it say will exchange divan and mattresses but they won't change solid leather frames as it is used, the divan is also used but hey. We have been chasing and chasing but they refuse to change anything. What can we do my sons room has a lot of are stuff and it really is to big, the shop was dicieving for us, I know I should have taken into account sizing but am really not happy and just want smaller , can anyone help with this?

Jamie_Carter

Ewan_Hugh wrote: »

I recently bought a bed from dreams . They were helpfully and very pleasant as you would expect, the bed arrived very quickly and then the fun started. We built the bed and to bed honest we measured it and everything on more than one occasion but it was to big as there was sleigh turns on either end of the bed so headboard and footer took up almost a foot and half extra than planned. We are now unable to have everything in are room, the mattress and bed are super king size but the mattress does not fill the whole bed, we have space either end so pillow falls down back of mattress some times. We called up as we knew we had the 40 days and forty nights guarantee . They told us we can not change the bed or the mattress as we should have measured properly. My wife does not like the mattress and she wants smaller bed, in the guarantee it say will exchange divan and mattresses but they won't change solid leather frames as it is used, the divan is also used but hey. We have been chasing and chasing but they refuse to change anything. What can we do my sons room has a lot of are stuff and it really is to big, the shop was dicieving for us, I know I should have taken into account sizing but am really not happy and just want smaller , can anyone help with this?

How big is the gap around the mattress?

Pinkypants

You have to have some gap around the mattress for two reasons.

1. It would be really hard to fit the sheets if the mattress and fame where very snug. I here this complaint all the time.

2. Mattresses are not always exactly the same size! Some will make to the old fashion Imperial size ie 6ft wide by 6ft6, some will make to modern size 180cm by 200cm. Also the producers are allowed some tolerance on those sizes too.

But with a Sleigh bed the gap may big slightly bigger as both the ends curve round, the deeper the mattress the bigger the gap will become.

Jasper

sirmarcus wrote: »

For anyone that has any problems or issues with Dreams Beds, escalate and complain via email to the Dreams Beds CEO. I think;) that his first name is Nick.

Then wait 3 working days for a response.

To find the CEO's email address, do a google search with "ceoemail dreams", select the first entry displayed in the search list and then search for "dreams beds". With luck;) this should work.

Good luck and HTHs.

CEO's email address

nickworthington@dreams.co.uk

lordexavier

I walked into a Dream store on Monday 20th August and ordered an otoman style bed and mattress along with a Divan bed and Mattress for the spare room. Delivery was agreed for today 28/08/2012, i was promised a phone call to agree a two hour deliver window.

I had a phone call at 08.55am this morning from Steve at Dreams who agreed an 11-1 delivery window.

I recevied another call from Steve at 10.36 to let me know hes outside the house.

Im in work so my mums poping over to accept the delivery.

So far so good, i have no reason to think the delivery will be wrong.

People always post about compliants etc and mostly they are quite justified but the point im making is people will always complain and not think twice about praising when its due.

My experience has been nothing short of fantastic.

Cheers

Jamie_Carter

lordexavier wrote: »

I walked into a Dream store on Monday 20th August and ordered an otoman style bed and mattress along with a Divan bed and Mattress for the spare room. Delivery was agreed for today 28/08/2012, i was promised a phone call to agree a two hour deliver window.

I had a phone call at 08.55am this morning from Steve at Dreams who agreed an 11-1 delivery window.

I recevied another call from Steve at 10.36 to let me know hes outside the house.

Im in work so my mums poping over to accept the delivery.

So far so good, i have no reason to think the delivery will be wrong.

People always post about compliants etc and mostly they are quite justified but the point im making is people will always complain and not think twice about praising when its due.

My experience has been nothing short of fantastic.

Cheers

You have a very good point. People are far more likely to complain, than give praise. And it's good that you have had a good experience with Dreams. I'm sure they do git it right some of the time.

However, how would you feel if you found out that your could have bought a similar bed for half the price elswhere?

lordexavier

Jamie_Carter wrote: »

You have a very good point. People are far more likely to complain, than give praise. And it's good that you have had a good experience with Dreams. I'm sure they do git it right some of the time.

However, how would you feel if you found out that your could have bought a similar bed for half the price elswhere?

I understand that I could buy a similar bed elsewhere for less money but on this occassion and with my personal situation Dreams were the easiest and most conveniant choice for me.

It really is a personal choice for a lot of people, I do sincerely empathise with all of you who are having issues with Dreams and I hope you get satisfactory outcomes for your justifiable complaints.

My only reason for posting here was just to remind people that things dont always go wrong.

Cheers