Dreams bed Superstore??? Complaints?

Jamie_Carter

lordexavier wrote: »

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

I agree, they don't always go wrong. But they do go wrong far too often. And you could have bought a better quality bed, for a fraction of the price, because Dreams are very over priced.

Also the day that you receive the bed is far too soon to be writing a review.

KeithJones84

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.

Final update on our dealings with Dreams. We finally had our item delivered after three failed deliveries, and three days taken off work to wait in.

It was then delivered (slightly damaged), and we were eventually offered an £80 refund for our troubles.
We accepted that, just to draw a line under the whole thing but we will never use them again.

I believe the only reason we managed to get it at all, even a month late, was because we came on here and hounded Dreams via the CEO's email address that we found posted.

So, thank you very much to the people that posted the email contacts. It was a great help.

leespot

We ordered our bed on 20th August, delivery for yesterday (3rd Sept). Delivery was arranged between 11-1, no problem. They arrived at 1230, but were one box short.

They dropped the box off at 1840 last night, which was a bit late for me to put it up with getting my little girl ready for bed etc. When she had settled I opened the boxes and laid everything out - the bolts were missing. Doh!

Couple of phone calls later and they're being posted out today for delivery tomorrow. Slight inconvenience but nothing major.

My biggest concern was being sold an ex clearance mattress but not realising it was excluded from the 40 day comfort guarantee. I raised this as a concern (car accident, back problems explained to the sales guy when buying) and today I got a call back to say no problem, they'll honour it and for me to give it the full 30 days as per normal terms.

My story isn't a horror one, or an amazing one, but they have kept me up to date and have returned my calls promptly which is fine with me.

Jamie_Carter

leespot wrote: »

We ordered our bed on 20th August, delivery for yesterday (3rd Sept). Delivery was arranged between 11-1, no problem. They arrived at 1230, but were one box short.

They dropped the box off at 1840 last night, which was a bit late for me to put it up with getting my little girl ready for bed etc. When she had settled I opened the boxes and laid everything out - the bolts were missing. Doh!

Couple of phone calls later and they're being posted out today for delivery tomorrow. Slight inconvenience but nothing major.

My biggest concern was being sold an ex clearance mattress but not realising it was excluded from the 40 day comfort guarantee. I raised this as a concern (car accident, back problems explained to the sales guy when buying) and today I got a call back to say no problem, they'll honour it and for me to give it the full 30 days as per normal terms.

My story isn't a horror one, or an amazing one, but they have kept me up to date and have returned my calls promptly which is fine with me.

Did you buy the base and mattress from Dreams together?

And did you get it in writing that they will honour the comfort guarantee? (they have loads of get outs if you read the small print).

kermitfrog

Jamie_Carter wrote: »

Did you buy the base and mattress from Dreams together?

And did you get it in writing that they will honour the comfort guarantee? (they have loads of get outs if you read the small print).

leespot was describing a positive experience with the company where things that went wrong were put right.

Your remarks suggest that you are probably a nightmare to deal with.

Jamie_Carter

kermitfrog wrote: »

leespot was describing a positive experience with the company where things that went wrong were put right.

Your remarks suggest that you are probably a nightmare to deal with.

WRONG!!!

leespot was describing what was a positive experience, where the company appear to be putting things right. This is why I asked the questions. Dreams have many get outs from their comfort guarantee, and a verbal agreement isn't worth anything with many large companies. So leespot would need to get it in writing that they will still honour the comfort guarantee. You also have to buy the base at the same time to qualify.

You only have to read through this thread to see that when you have problems, you are told to contact customer services. If if you don't have an agreement in writing, then CS won't honour it. It's as simple as that.

leespot

Jamie_Carter wrote: »

Did you buy the base and mattress from Dreams together?

And did you get it in writing that they will honour the comfort guarantee? (they have loads of get outs if you read the small print).

I did buy them together. I didn't get it in writing, no. I raised their small print with them and they have assured me that if I find the mattress unsuitable after trying it for 30 days, then to contact the store and they'll arrange for us to change it.

If they wanted to, they could just tell me I should've read the small print and that was that. What they've done is accepted that I stated my needs, that they mentioned the 40 day comfort guarantee, and at no point did they point out to me that the items in the 'blue cross' offers were excluded. I could be writing back about this in 30 days time, with a complaint. Or I could be writing back to say that they stuck to their word.

Jamie_Carter

leespot wrote: »

I did buy them together. I didn't get it in writing, no. I raised their small print with them and they have assured me that if I find the mattress unsuitable after trying it for 30 days, then to contact the store and they'll arrange for us to change it.

If they wanted to, they could just tell me I should've read the small print and that was that. What they've done is accepted that I stated my needs, that they mentioned the 40 day comfort guarantee, and at no point did they point out to me that the items in the 'blue cross' offers were excluded. I could be writing back about this in 30 days time, with a complaint. Or I could be writing back to say that they stuck to their word.

Just make sure that it is very clear that you are covered. Otherwise you can guarantee that they will wriggle out of it. Sales staff in large chain stores are renowned for telling you what you want to hear in order to get a sale.

straker

hi all
i am very upset about dreams .i ordered the top end dormeo octaspring 8500 at a cost of nearly 1.400 pounds for a single mattress only !! i was promised it within 28 days .but 5 weeks later NOTHING the customer services are rubbish and the people in the shop are not too good as well.when i phoned customer services all i here is {minimum wage employees} !! they can't be bothered to help a disables and serious in pain person ..i don't know how i can get my mattress any quicker .i have payed for some of it and intent to pay for it all with on the next 12 weeks ..i am doing my part but they are letting me down...
i dealt with dreams 3 years ago when i order 2 electrical adjustable beds with a combination memory foam and pocket sprung mattress on both beds .they arrived and were assembled within 2 weeks and i was very happy .that's why i used them again ..i wont make the same mistake again ! the annoying thing is they are in stock at the dormeo warehouse??????? madness ....STRAKER

bchong

Just an update for my order. As expected my order did not turn up on the Saturday that they promise. The girl in the same office with guy that are dealing with my case have called me on Friday to inform me that my orders will not be delivery on Saturday and asked me if I want a new delivery date. I just told her no and I would like to cancel the order, she tried to convince me that it will be delivery the following week and I said no, thanks. I would like to cancel it. On Saturday the guy that dealing with my case left me a voice message that my order failed to be deliver and he know I would like to cancel my order and told me to ring customer service to cancel my order. I thought - Oh, another nightmare trying to cancel my order because they customer service have such a bad reputation.

So I called and was put on hold for ages, gave up and email them. No reply until today. Well, the good news is I bought it through Barclays Finance, so I wrote a letter to Barclays informing them that Dreams failed to deliver my orders and I have request to cancel my order with Dreams, take note that my finance should be cancel, just in case Dreams trying to get the money from them. Finally last week I got a called from Barclays that say Dreams have replied to them to confirm my order has been cancelled.

I am so glad that I have taken the finance because Barclays have been doing the 'chasing up' job for confirming the cancelation. I wondered what will happen if I have paid it myself.

Sometimes there is some good service or bad service by all the companies however it seems like you are lucky if everything goes okay with dreams, not the other way round.