Dreams bed Superstore??? Complaints?

Dreams_company_representative

Utterly_Devasted wrote: »

I have been reading various posts here in earnest trying to come to grips with the biggest mistake I have ever made with a purchase.

I loved your comment about the 432 pound mattress and I laughed out loud and had to reply as I can beat that one hands down!!!!!!! You will think I'm stark raving mad!!!!

I purchased a mattress from Dreams in 2010, thinking that the more I spent the more chance I would have of getting what I needed. To explain - I have Scoliosis - pretty severe and sleep at night can make the difference between pain the next day or not -

I trotted along and spent a lot of time trying testing quite a few mattresses and decided on the Kaymed Raphael Single worth - wait for it

---

1500 pounds ---- yes I typed it correctly.

It has memory foam and the blue hexagonal shaped gel structure on top. For the first 2 months it was perfect!!!! It wasn't slept on for a year as I was away. It was safe and sound awaiting my return. It was still great though for the last 6 months or so I have noticed a change. It feels lower where I lie and I'm feeling like I'm not supported and my body sinks down into it - not like it promised and my experience initially. I thought it was just me and my body and spine playing up but I know it is the mattress. It is firm still a foot around the edges and in the middle is softer - you can feel the difference just by handpushing.

I am not a person to complain lightly but really felt I had no choice. A few weeks ago I rang Dreams as I had purchased the 10 year Warranty. An inspector came and did the string test and it was visibly obvious that the centre was lower. He also admitted that it felt softer and less support in the area where I lie. When Dreams got back to me their stance was that it was not any fault with the mattress but rather ' settlement" which they said was "normal" in mattresses of this type. They said they couldn't exchange or refund. A small amount of settlement possibly but it really does feel different when you push down in the middle compared to the edges. You can tell something is not right!!!!

Just letting people know my experience as I am genuine and not someone to complain if there wasn't a real need to. I find their refusal to refund disgusting. Especially as it was obvious to the inspector what the fault is and the fact that it is in immaculate condition and been lovingly and seriously looked after - as anyone would with something they have purchased for the good of their health that cost that much money compared to a cheaper option.

Of course, I feel like a fool but a pretty disappointed and angry one at that.

Does anyone know of any channels to try and sell a mattress of this quality????????

I think it's my only option but there's not too many people out there who want to spend that kind of money that I did. But I need to sell it and get some money back to buy something else as I need something better
.
Lesson well learnt anyway - never again DREAMS!!!!!

I am sorry to hear this, do you have an order number so I can look into this please?

Annette_L

I'm so glad to hear there are other people having problems with Dreams, but i wish I had read these before I ordered as I would have kept away and gone somewhere else.

I purchased a bed from them (making the monumental mistake of paying in full!!) at the beginning of September and was told it would be 2-4 weeks delivery.
I kept checking to try to arrange delivery but it kept advising it was "out of stock".

I've emailed them several times and asked to be contacted, each time I have asked for an emailed response as when you speak to someone the background noise is so loud you can't make out what they are saying (also it takes an eternity to get through to customer services!!).

I did manage to speak to someone who told me stock was expected beginning of October, again I kept checking to try to book a delivery date and so I emailed them to ask them to email me, but instead I had a message left on my answerphone to advise me stock was expected end of November, I emailed again as still not been able to speak to anyone and again a message was left on my answerphone to advise stock now expected mid December.
I have yet again emailed to ask someone to email me back to confirm what is going on, as I'm not being kept informed, they have had my money (earning interest on it) for months & i'm still without a bed!!!!, I was prepared to wait a bit longer as I really liked the bed I ordered and hadn't seen another one I liked as much, but even I have had enough now, and their lack of customer service is disgraceful, seems they only interested in getting your money.

NortholtMan

I don't normally get upset enough about a purchase to resort to contacting the CEO of a company, but the incompetence of the customer service team at DREAMS over the last four months prompted me to do so today. Found this forum thread and I thought I would share the email I had sent to the CEO regarding my order, just so people who are fortunate enough to visit this forum before visiting DREAM and making a purchase can prepare themselves on what to expect...

To: Nick Worthington

Hello Nick,

It is a great shame when one of your customer has to go out of his way to find your email address on the internet to reach out to you due to the diabolical incompetance of your company's customer services department!

Please allow me to explain my circumstances.

On 01/07/2012, we ordered a bed from a local branch of your company [our order # is 030Q321] - a few weeks later, dreams delivered the bed with a defective drawer (which we paid extra for), making the drawer unuseable and also with missing parts. The defect and also the missing parts were immediately noted on the delivery form and also reported to the store from where the bed was bought.

we were promised it would be resolved immediately.

Subsecuently, I have made numerous phone calls and have spoken to numerous people in your company's customer services who have all agreed that it was unacceptable to have spent almost £2,000.00 for a brand new bed, only for it to be delievered with a defect and missing parts! Despite the promises made to me by your colleagues, unfortunately not a single person in your company took ownership of the issue and resolved the problem for me! Not one called to find out if we were happy with their resolution of the problem - because 4 months on, we still have a defective drawer and parts are still missing for the bed!

One of the key selling points the sales person stressed to us at your showroom was the fact the bed comes with a 10 year no quibble warranty. We were assured that the any issues with any part of the bed would be quickly resolved. We are beginning to feel these are lies as you've delivered a defect, which despite our phonecalls has not been resolved.

How long does one have to wait for your company to actually act and go out and fix problems?

We have been pleasant and patient in our dealings with your company thus far, but the lack of action, care and commitment displayed by your customer services department has left us with an exceptionally unpleasant experience. Quite honestly it's been a nightmare! Can you imagine sleeping on a bed every night and constantly reminded that it came with a defect? Wouldn't that make you upset or angry?

I have already contacted your customer services department electronically, explaining I am done making phone calls and asking for results. The next thing I know is I am left a message on my answerphone asking to call back customer services! Hence the cycle begins again. But really, I am done with phonecalls and I've already made them aware of what needs to be done [send someone to bring the missing parts and a new drawer to replace the defective drawer and fix it to the bed - as it should have done months ago!]

I can't honestly recommend Dreams to any of my friends or colleagues and wish we had never set foot in your showroom. The question now is what can you do to solve this problem as I would hate to have to find the time to go to social media to warn other people like myself fooled into buying a bed from your company, deluded by a sense that problems would be quickly resolved and a 10 year warranty which quite frankly is useless if customer services are too incompetent to honour or act on it.

I look forward to your response.

I've been told a Customer Service Manager is looking into the issue - since it's gone back to customer service, I'm not holding my breath but will give them a few days before looking into the next level which would probably be trading standards I guess.

Pinkypants

From what I hear(rumour mill), Dreams are close to doing a pre pack administration soon, so stores will be closing if they do.

Jamie_Carter

Pinkypants wrote: »

From what I hear(rumour mill), Dreams are close to doing a pre pack administration soon, so stores will be closing if they do.

http://www.independent.co.uk/news/business/news/dreams-are-over-for-exwoolies-boss-8269895.html

http://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/9647412/Dreams-lender-calls-for-urgent-cash-injection.html

Pinkypants

Got to big to quickly, banks will throw money at you while you expand. But at some point they want it back. You can only expand so much before you saturate the market.

With massive rents and business rates to pay combined with recession and bad service. I see only one way they are heading.

Jamie_Carter

I walked past my local Dreams store three or four times last weekend, and never saw a single customer in there. You would expect that during the week, but never at the weekend.

Well, what goes around comes around. And they have been ripping people off, and giving bad service for years. So it's time they closed anyway.

I was going to say that I feel sorry for the staff if they do close. But I can't include the sales staff in that, as they are the ones who have been stitching people up.

burtie

Well finally we have the report - after a call every day, chasing it. "It's in the post, yada yada...."
Apparently our friend at Homeserve has completed the report and we have a dip in the mattress of 80mm, so they have concluded it's wear and tear and the customer is "of large stature". Large stature? We asked the question at the time of purchase and that's why we bought the chuffing thing!! He also said that the bed looked well worn - I'm assuming this bed is only designed for occasional use and not EVERY NIGHT?
Right then......off to the Furniture Ombudsman we go - unless our resident Dreams Representative is authorised to give a full refund of £1200......thought not!

Dreams_company_representative

Annette_L wrote: »

I'm so glad to hear there are other people having problems with Dreams, but i wish I had read these before I ordered as I would have kept away and gone somewhere else.

I purchased a bed from them (making the monumental mistake of paying in full!!) at the beginning of September and was told it would be 2-4 weeks delivery.
I kept checking to try to arrange delivery but it kept advising it was "out of stock".

I've emailed them several times and asked to be contacted, each time I have asked for an emailed response as when you speak to someone the background noise is so loud you can't make out what they are saying (also it takes an eternity to get through to customer services!!).

I did manage to speak to someone who told me stock was expected beginning of October, again I kept checking to try to book a delivery date and so I emailed them to ask them to email me, but instead I had a message left on my answerphone to advise me stock was expected end of November, I emailed again as still not been able to speak to anyone and again a message was left on my answerphone to advise stock now expected mid December.
I have yet again emailed to ask someone to email me back to confirm what is going on, as I'm not being kept informed, they have had my money (earning interest on it) for months & i'm still without a bed!!!!, I was prepared to wait a bit longer as I really liked the bed I ordered and hadn't seen another one I liked as much, but even I have had enough now, and their lack of customer service is disgraceful, seems they only interested in getting your money.

I am sorry to hear of the problems you have been having. Can I please have your order number so I can look into this?

Jamie_Carter

Dreams_company_representative wrote: »

I am sorry to hear of the problems you have been having. Can I please have your order number so I can look into this?

Here we go again, the same standard response.

Why do people have to complain in a public forum before Dreams will take their complaint seriously?