Dreams bed Superstore??? Complaints?

Dreams_company_representative

straker wrote: »

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

I am sorry to hear this. Can I have your order number so I can look into this please?

berkgigi

Dreams are a really bad company. My husband and I went into the (Tottenham Court Road) store to purchase a bed and were tricked into buying a bed far more expensive than the budget we stated. Do not be fooled by the friendliness - it all disappears when you decide to cancel. We were reassured that if we could not afford it we could cancel the order easily - Ha was that a lie!

We went into the store the very next day to cancel and were told again 'don't worry we will try and help you, we can get a further discount, just wait until the weekend to cancel' - begrudgingly we said OK to this. The weekend came and still no change in price. After many calls going back and forth the end price was still £1099 too much for us so we told them to cancel the order.

After waiting with no sign of our deposit we called Dreams. Wow their attitude had changed completely to us. They were extremely unhelpful and vague about our deposit. I asked to speak with the manager many times but he was never available.

A few days later we received a call from the assistant manager who told us they got a 20% discount and the order had not been cancelled! I could not believe this! I told her to sort it out and cancel the order which should have been done over a week ago.

The next day I got a call from the manager who was extremely rude and aggressive. He would not let me speak and told me that he would go against me to the head office. I could not believe what I was hearing. He was calling me a liar and stating I never acncelled! Then why on earth did I keep calling the store to see what was happening with my deposit!

Now I don't know what is happening - nobody is answering my email;s. It is an awful situation. We did what was required of us to cancel the bed. We were tricked by the dreams staff and they took advantage of our age and inexperience. Do not buy from this company. Its very wrong and I refuse to be bullied into buying something I rightly cancelled. I fulfilled my role as a customer. Dreams should now do the right thing and refund our deposit.

Dreams_company_representative

berkgigi wrote: »

Dreams are a really bad company. My husband and I went into the (Tottenham Court Road) store to purchase a bed and were tricked into buying a bed far more expensive than the budget we stated. Do not be fooled by the friendliness - it all disappears when you decide to cancel. We were reassured that if we could not afford it we could cancel the order easily - Ha was that a lie!

We went into the store the very next day to cancel and were told again 'don't worry we will try and help you, we can get a further discount, just wait until the weekend to cancel' - begrudgingly we said OK to this. The weekend came and still no change in price. After many calls going back and forth the end price was still £1099 too much for us so we told them to cancel the order.

After waiting with no sign of our deposit we called Dreams. Wow their attitude had changed completely to us. They were extremely unhelpful and vague about our deposit. I asked to speak with the manager many times but he was never available.

A few days later we received a call from the assistant manager who told us they got a 20% discount and the order had not been cancelled! I could not believe this! I told her to sort it out and cancel the order which should have been done over a week ago.

The next day I got a call from the manager who was extremely rude and aggressive. He would not let me speak and told me that he would go against me to the head office. I could not believe what I was hearing. He was calling me a liar and stating I never acncelled! Then why on earth did I keep calling the store to see what was happening with my deposit!

Now I don't know what is happening - nobody is answering my email;s. It is an awful situation. We did what was required of us to cancel the bed. We were tricked by the dreams staff and they took advantage of our age and inexperience. Do not buy from this company. Its very wrong and I refuse to be bullied into buying something I rightly cancelled. I fulfilled my role as a customer. Dreams should now do the right thing and refund our deposit.

I am sorry to hear this. Can I please get your order number so I can look into this for you?

Jamie_Carter

Dreams_company_representative wrote: »

I am sorry to hear this. Can I please get your order number so I can look into this for you?

That seems to be your standard response.

Wouldn't it be better if your company had better policies, and your staff had better training in the first place?

thenagaraja

Message for Dreams representative on the forum

*************************************************

Dreams PLC (Bed and Furniture Retailer)


3 April 2012

Order Number: *PM me and I will provide*
(Wardrobe, bed, mattress, chest of drawers)
Delivery and fitting on Sept 1

Paid in Full with Dreams Northampton manager, Mark.

Explained all fully paid items are reserved and await delivery date - no stock shuffling near delivery date.
*** Items were part of a wedding gift to my sister and her husband in London ***


Order Number: Unavailable
(Bedside drawer)
Paid 4 Aug - in full with Dreams Northampton - said all delivery and fitting arrangements are still intact

*** No contact for the 5 months from 1st order to delivery date ***

Call from Lisa at Enfield Depot - 31 Aug (day before) - items not in stock - no delivery

31 August -
Spoke to David at Dreams Northampton called to find out
Also speak to Chris Bell (CBT11) at Dreams CS (Customer Services) who would phone me back

David arranged a temporary bed for delivery and fitting on Monday 2nd Sept
Chris Bell provided a refund of £200 (not evident yet on 6 September) - but didnt phone back

End of day - no call back!


2 Sept
Temporary Bed arrived but not fitted until several attempts to David was fitted at 7~9pm on the day
Main order to be taken care of after this temporary bed was resolved


3 Sept
Lisa at Enfield Depot phoned and confirmed that the order was ready for delivery on 19th September - but no wardrobe or bed - refused delivery at this stage and advised to speak to CS.

Chris unobtainable and spoke to Joe at CS, (JST10) who apologised for poor customer service and said he would find out and get Chris to phone back, in addition Joe would phone me back to confirm the situation.
End of day - no call back!


4 Sept
Spoke to Ros (RAT5) and explained situation, apologised and understood, and said would just have to email the warehouse (as others have already and no response) and would arrange call back.

Spoke to Dave at Dreams Northampton, who said he would look into it again and phone me back end of the day. I phoned back at 4pm and spoke to Sarj, who advised told Dave and Mark were now out of office for 2 days and would have to phone back on Thursday/Friday.

End of day - no call back!


Opened dispute with credit card company for retailer DREAMS PLC with all details, expecting followup call in 7-10 working days.


5 Sept
Spoke to Ben (BCT03) at CS, who again apologised and understood and said he would email and phone other depots and see if anything can be arranged. Other depots refuse to deliver to an postcode out of their areas, with no exceptions.

Confirmed bed had arrived but could not deliver any earlier than 19th September, and the wardrobe should arrive on 10th September and could potentially delivery all items and fit them on 19th September.

I explained two conditions for non-refund:
1. All items must be delivered no later than 19th September (split delivery allowed)
2. At the delivery of each item, each item must be assembled on this date - not at the end

Breach of either of these conditions warrant a full refund considering the timescale of ordering, inability to call back customer, no advice of when items can be delivered on time and so on. And they would have to arrange return delivery of all items due to their incompetence to provide a hassle free and reliable service.

No call back requested as I did not wish the need for one at this stage.


6 Sept
Kate some manager from CS phoned to apologise and understood the situation and request another 48 hours to address this issue. But it was made clear the above refund conditions outlined on the 5th September to Ben at CS.


*************************************************


There you have it, a complete shambles of customer services department, a warehouse/depot that cant maintain stock or allocate or have communications with other departments, a company unable to send instock items from other depots not serving the delivery postcode.

JUST......... NOT......... HAPPY

***
If you want to keep me as a customer in future, the bride and groom will return to their house on 13th September. Since all items will be in stock by then, if you can deliver and fit everything sometime between 10th and 13th september, that is a very desirable result.
***

Let us see what your company is capable of when trying to put things right...THE CHALLENGE IS ON?

thenagaraja

Hi All,

Please can I ask all of you to put together the general status of this dreadful company and their activities on a facebook group page:

DreamsUkBedStoresMoreLikeNightmares - search faceboook


Please can you post your experiences on this new page dedicated to complaints about Beds - ongoing AND PAST!!!!

Jamie_Carter

thenagaraja wrote: »

Message for Dreams representative on the forum

*************************************************

Dreams PLC (Bed and Furniture Retailer)


3 April 2012

Order Number: *PM me and I will provide*
(Wardrobe, bed, mattress, chest of drawers)
Delivery and fitting on Sept 1

Paid in Full with Dreams Northampton manager, Mark.

Explained all fully paid items are reserved and await delivery date - no stock shuffling near delivery date.
*** Items were part of a wedding gift to my sister and her husband in London ***


Order Number: Unavailable
(Bedside drawer)
Paid 4 Aug - in full with Dreams Northampton - said all delivery and fitting arrangements are still intact

*** No contact for the 5 months from 1st order to delivery date ***

Call from Lisa at Enfield Depot - 31 Aug (day before) - items not in stock - no delivery

31 August -
Spoke to David at Dreams Northampton called to find out
Also speak to Chris Bell (CBT11) at Dreams CS (Customer Services) who would phone me back

David arranged a temporary bed for delivery and fitting on Monday 2nd Sept
Chris Bell provided a refund of £200 (not evident yet on 6 September) - but didnt phone back

End of day - no call back!


2 Sept
Temporary Bed arrived but not fitted until several attempts to David was fitted at 7~9pm on the day
Main order to be taken care of after this temporary bed was resolved


3 Sept
Lisa at Enfield Depot phoned and confirmed that the order was ready for delivery on 19th September - but no wardrobe or bed - refused delivery at this stage and advised to speak to CS.

Chris unobtainable and spoke to Joe at CS, (JST10) who apologised for poor customer service and said he would find out and get Chris to phone back, in addition Joe would phone me back to confirm the situation.
End of day - no call back!


4 Sept
Spoke to Ros (RAT5) and explained situation, apologised and understood, and said would just have to email the warehouse (as others have already and no response) and would arrange call back.

Spoke to Dave at Dreams Northampton, who said he would look into it again and phone me back end of the day. I phoned back at 4pm and spoke to Sarj, who advised told Dave and Mark were now out of office for 2 days and would have to phone back on Thursday/Friday.

End of day - no call back!


Opened dispute with credit card company for retailer DREAMS PLC with all details, expecting followup call in 7-10 working days.


5 Sept
Spoke to Ben (BCT03) at CS, who again apologised and understood and said he would email and phone other depots and see if anything can be arranged. Other depots refuse to deliver to an postcode out of their areas, with no exceptions.

Confirmed bed had arrived but could not deliver any earlier than 19th September, and the wardrobe should arrive on 10th September and could potentially delivery all items and fit them on 19th September.

I explained two conditions for non-refund:
1. All items must be delivered no later than 19th September (split delivery allowed)
2. At the delivery of each item, each item must be assembled on this date - not at the end

Breach of either of these conditions warrant a full refund considering the timescale of ordering, inability to call back customer, no advice of when items can be delivered on time and so on. And they would have to arrange return delivery of all items due to their incompetence to provide a hassle free and reliable service.

No call back requested as I did not wish the need for one at this stage.


6 Sept
Kate some manager from CS phoned to apologise and understood the situation and request another 48 hours to address this issue. But it was made clear the above refund conditions outlined on the 5th September to Ben at CS.


*************************************************


There you have it, a complete shambles of customer services department, a warehouse/depot that cant maintain stock or allocate or have communications with other departments, a company unable to send instock items from other depots not serving the delivery postcode.

JUST......... NOT......... HAPPY

***
If you want to keep me as a customer in future, the bride and groom will return to their house on 13th September. Since all items will be in stock by then, if you can deliver and fit everything sometime between 10th and 13th september, that is a very desirable result.
***

Let us see what your company is capable of when trying to put things right...THE CHALLENGE IS ON?

I'd just cancel and get a refund. You would be able to get similar products for half the price (and that includes their sale price) elswhere.

Dreams_company_representative

thenagaraja wrote: »

Message for Dreams representative on the forum

*************************************************

Dreams PLC (Bed and Furniture Retailer)


3 April 2012

Order Number: *PM me and I will provide*
(Wardrobe, bed, mattress, chest of drawers)
Delivery and fitting on Sept 1

Paid in Full with Dreams Northampton manager, Mark.

Explained all fully paid items are reserved and await delivery date - no stock shuffling near delivery date.
*** Items were part of a wedding gift to my sister and her husband in London ***


Order Number: Unavailable
(Bedside drawer)
Paid 4 Aug - in full with Dreams Northampton - said all delivery and fitting arrangements are still intact

*** No contact for the 5 months from 1st order to delivery date ***

Call from Lisa at Enfield Depot - 31 Aug (day before) - items not in stock - no delivery

31 August -
Spoke to David at Dreams Northampton called to find out
Also speak to Chris Bell (CBT11) at Dreams CS (Customer Services) who would phone me back

David arranged a temporary bed for delivery and fitting on Monday 2nd Sept
Chris Bell provided a refund of £200 (not evident yet on 6 September) - but didnt phone back

End of day - no call back!


2 Sept
Temporary Bed arrived but not fitted until several attempts to David was fitted at 7~9pm on the day
Main order to be taken care of after this temporary bed was resolved


3 Sept
Lisa at Enfield Depot phoned and confirmed that the order was ready for delivery on 19th September - but no wardrobe or bed - refused delivery at this stage and advised to speak to CS.

Chris unobtainable and spoke to Joe at CS, (JST10) who apologised for poor customer service and said he would find out and get Chris to phone back, in addition Joe would phone me back to confirm the situation.
End of day - no call back!


4 Sept
Spoke to Ros (RAT5) and explained situation, apologised and understood, and said would just have to email the warehouse (as others have already and no response) and would arrange call back.

Spoke to Dave at Dreams Northampton, who said he would look into it again and phone me back end of the day. I phoned back at 4pm and spoke to Sarj, who advised told Dave and Mark were now out of office for 2 days and would have to phone back on Thursday/Friday.

End of day - no call back!


Opened dispute with credit card company for retailer DREAMS PLC with all details, expecting followup call in 7-10 working days.


5 Sept
Spoke to Ben (BCT03) at CS, who again apologised and understood and said he would email and phone other depots and see if anything can be arranged. Other depots refuse to deliver to an postcode out of their areas, with no exceptions.

Confirmed bed had arrived but could not deliver any earlier than 19th September, and the wardrobe should arrive on 10th September and could potentially delivery all items and fit them on 19th September.

I explained two conditions for non-refund:
1. All items must be delivered no later than 19th September (split delivery allowed)
2. At the delivery of each item, each item must be assembled on this date - not at the end

Breach of either of these conditions warrant a full refund considering the timescale of ordering, inability to call back customer, no advice of when items can be delivered on time and so on. And they would have to arrange return delivery of all items due to their incompetence to provide a hassle free and reliable service.

No call back requested as I did not wish the need for one at this stage.


6 Sept
Kate some manager from CS phoned to apologise and understood the situation and request another 48 hours to address this issue. But it was made clear the above refund conditions outlined on the 5th September to Ben at CS.


*************************************************


There you have it, a complete shambles of customer services department, a warehouse/depot that cant maintain stock or allocate or have communications with other departments, a company unable to send instock items from other depots not serving the delivery postcode.

JUST......... NOT......... HAPPY

***
If you want to keep me as a customer in future, the bride and groom will return to their house on 13th September. Since all items will be in stock by then, if you can deliver and fit everything sometime between 10th and 13th september, that is a very desirable result.
***

Let us see what your company is capable of when trying to put things right...THE CHALLENGE IS ON?

Company representatives dont have the permission to DM on MSE. Could you please email [EMAIL="Customerservices@dreams.co.uk"]Customerservices@dreams.co.uk[/EMAIL], mark it FAO DreamsPete and provide your order number, or if you use Twitter, follow Dreams_Queries, let me know that you are the person from MSE, and I will follow you and DM you my direct contact details.

thenagaraja

Dreams PLC (Bed and Furniture Retailer)

3 April 2012
Order Number: *PM me and I will provide*
(Wardrobe, bed, mattress, chest of drawers)
Delivery and fitting on Sept 1

Paid in Full with Dreams Northampton manager, Mark.

Explained all fully paid items are reserved and await delivery date - no stock shuffling near delivery date.
*** Items were part of a wedding gift to my sister and her husband in London ***

Order Number: Unavailable
(Bedside drawer)
Paid 4 Aug - in full with Dreams Northampton - said all delivery and fitting arrangements are still intact

*** No contact for the 5 months from 1st order to delivery date ***

Call from Lisa at Enfield Depot - 31 Aug (day before) - items not in stock - no delivery

31 August -
Spoke to David at Dreams Northampton called to find out
Also speak to Chris Bell (CBT11) at Dreams CS (Customer Services) who would phone me back

David arranged a temporary bed for delivery and fitting on Monday 2nd Sept
Chris Bell provided a refund of £200 (not evident yet on 6 September) - but didnt phone back

End of day - no call back!

2 Sept
Temporary Bed arrived but not fitted until several attempts to David was fitted at 7~9pm on the day
Main order to be taken care of after this temporary bed was resolved

3 Sept
Lisa at Enfield Depot phoned and confirmed that the order was ready for delivery on 19th September - but no wardrobe or bed - refused delivery at this stage and

advised to speak to CS.

Chris unobtainable and spoke to Joe at CS, (JST10) who apologised for poor customer service and said he would find out and get Chris to phone back, in addition Joe

would phone me back to confirm the situation.
End of day - no call back!

4 Sept
Spoke to Ros (RAT5) and explained situation, apologised and understood, and said would just have to email the warehouse (as others have already and no response) and

would arrange call back.

Spoke to Dave at Dreams Northampton, who said he would look into it again and phone me back end of the day. I phoned back at 4pm and spoke to Sarj, who advised told

Dave and Mark were now out of office for 2 days and would have to phone back on Thursday/Friday.

End of day - no call back!

Opened dispute with credit card company for retailer DREAMS PLC with all details, expecting followup call in 7-10 working days.

5 Sept
Spoke to Ben (BCT03) at CS, who again apologised and understood and said he would email and phone other depots and see if anything can be arranged. Other depots refuse

to deliver to an postcode out of their areas, with no exceptions.

Confirmed bed had arrived but could not deliver any earlier than 19th September, and the wardrobe should arrive on 10th September and could potentially delivery all

items and fit them on 19th September.

I explained two conditions for non-refund:
1. All items must be delivered no later than 19th September (split delivery allowed)
2. At the delivery of each item, each item must be assembled on this date - not at the end

Breach of either of these conditions warrant a full refund considering the timescale of ordering, inability to call back customer, no advice of when items can be

delivered on time and so on. And they would have to arrange return delivery of all items due to their incompetence to provide a hassle free and reliable service.

No call back requested as I did not wish the need for one at this stage.

6 Sept
Kate some manager from CS phoned to apologise and understood the situation and request another 48 hours to address this issue. But it was made clear the above refund

conditions outlined on the 5th September to Ben at CS.

7 Sept
Kate the manager from CS that called the day before, calls to confirm no delivery can take place on 19th Sept, the stock wont come in until 20th September (AT THE EARLIEST) and delivery will take days/weeks after this.

Phoned David at Northampton store and cancelled order, also re-phoned my credit card company to cancel the order.

*************************************************

There you have it, a complete shambles of customer services department, a warehouse/depot that cant maintain stock or allocate or have communications with other

departments, a company unable to send instock items from other depots not serving the delivery postcode.

JUST......... NOT......... HAPPY

***
No chance of ever being a customer here again, no chance of recommending to anyone
***

I allowed the company to prove what it is capable of when trying to put things right...THE CHALLENGE WAS ON... in the end USELESS!!!

thenagaraja

Jamie_Carter wrote: »

I'd just cancel and get a refund. You would be able to get similar products for half the price (and that includes their sale price) elswhere.

Hi Jamie,

Please can you let me know another shop where I can buy gloss black bedroom furniture (not my taste but thats their gift lol) and have it delivered and assembled in london?

Appreciate any CHEAP options you can throw at me, as most searches in London end up where wardrobes cost 2-3k+ each!!!

Thanks for your time,
Istiaque