Dreams bed Superstore??? Complaints?

chris1012

For the past month I have been trying to get my bed problem sorted and by looking up trying to contact someone high up, I have come across this thread.

My story -

Just over a month back I decided to order a bed for my new home in readiness of being ready for me and my wife straight after our wedding in early November.

The order was easy, got a call a day later from Dreams confirming my order and the confirmation of delivery date/time (Which was 2 days before my wedding).

On the day of delivery, the bed was delivered and a friend and I started to assemble the bed.
Although I have later found out we had an older instructions set than the one online (which had a bit more useful information) we were able to put most of the bed together, although some washers were missing and 2 bolts were missing!

The problem arose right at the end of the assembly when the support bar, that goes across horizontally on the bed, was the wrong size!
Fantastic I thought, as we were not able to have a bed and subsequently had to stay in a hotel for the next few nights before we went on our honeymoon!

*Instead of a King support bar, they had sent a Double.

I had to wait until Monday to call to get Dreams to arrange to correct size as by the time we got to the last stage of assembly it was after working hours.

As soon as Monday came, I got on the phone to Dreams explained how unhappy we were and that we needed the correct part delivered ASAP.
There was no apology but another delivery with the 'correct' part would be made on Friday the same week (18/11/2012).
I explained to the CS agent that I would be out of the country on my honeymoon but my father will be able to accept and sign for it.
At first, I was told it had to be only to sign but after explaining I wouldn't be back until next month and that it needs to be done now, he was able to take my fathers contact details for when delivery was being made.

Thursday we were off on our Honeymoon and thought its a simple part from Dreams to sort out and that should be that.

So now on Friday while just arriving at my resort, I get a message from my father saying they have delivered the wrong part again!
Instead of a king size support bar they have sent, again, a double!!

My family got in touch with them and again they had to wait a week , I believe 21/11/2012 for the delivery, which they accepted without having strong words, which I clearly would of done if I wasn't abroad.

The 21st arrived (2nd time my father had to take the day off work) and this time the driver called my father and said they cannot deliver the part as again they have received the wrong part, however they will inform the head office and they should do the same!

My family again spoke to Dreams CS and explained the missing part is required for when they return from honeymoon or they will have no bed and the soonest they could now deliver it was on the 5th of December 2012, 3 days after we got back!

I contacted dreams the day after I got back due to jet lag and having to source a temporary double bed and confirmed the correct part had been ordered and got them to triple check it on their system, which they did.

I also had an email from a lady at Dreams stating they had tried contacting me and to either go into a store or call them via phone to confirm delivery slot for the missing part, which I did again.
I also responded back to the email stating the whole episode of issues and that I would like a manager to contact me.

The lady responded back apologising and stating she would get a manager to contact me ASAP.

The above emails were sent/received on the 4th of December.

Yesterday, 5th December 2012 - the 4th time of delivery, would you believe it, the wrong part again sent!!!

I was fuming as I had taken the day off from work to make sure the correct item is delivered and fitted and as I am a contractor, I do not get paid when I take a day off!

This time I didn't bother calling CS, as quite honestly they are a joke, don't really sound professional and do not understand the basics of Customer Service!

Instead I sent another email to the lady from CS stating of the latest developments, that still a day later no Manager had contacted me and that enough is enough now, we want a FULL REFUND and Bed collected!

An hour past and a lady from Dreams CS calls up asking me if the correct part can be delivered Saturday! *Is she having a laugh!!!*
I explained of the previous issues and I wanted to speak to manager!
No apology, no sympathy, no patience in letting me finish speaking - the lady simply interrupted me and said that this is a new order which she had been trying to contact me for a week but couldn't get through to me!

I had to very bluntly say to her, if you had let me finish the reason you couldn't get through to me is because you should of been contacting my dad as of the previous issues.

She simply responded by saying this was a new order and she had no information about the past deliveries, only had my number on the screen and that if I wanted to book in Saturday as the date for delivery or not.

I was gob smacked on how her response was and simply said to her, I want a manager to contact me ASAP before anything else happens as I am not happy.

Her response to that was - I may loose the date for Saturdays delivery!

I was fuming and said you can keep things on hold on your side until I speak to a manager.

When the call ended I again sent an updated email to the lady at Customer service and again highlighted no manager had been in touch.

I also decided since the option was given to me previous of visiting the store to arrange delivery of the missing part, I should visit and explain what has happened.

Got to the shop and 'unfortunately' they do not deal with online orders in anyway.
I explained the only reason why I had come into the store was on instruction of the email and in hope I could speak to a Manager, at that they said they will email the head office to get them to contact me but thats as much as they could do.

So its the next day now and still had no phone call from Dreams and there is no way I want this bed now.

How should I proceed with getting to come over, dismantle it, take it back and provide me a full refund?

The amount of inconvenience Dreams has caused my family, my wife and myself has been unforgivable!

Sammi1607

Hmmmm, I was overcharged on my delivery and they agreed no quibble to refund. This was on Monday and when I called them back to give them my card details I was told it would be in my account in 3-5 days (today). Guess what no money, so emailed them for confirmation of the refund to be left a voicemail asking me to contact them to arrange it. A feeling I've been here before!!!

I suppose i should at least be grateful I got delivery of my bed with no hassle and it was all in once piece - especially if as the news suggests they are about to go bust!

Will keep on nagging for my refund but kinda not holding my breath after everything I've read on here!!!

I need another 2 single beds for my boys but think I better find somewhere else to buy them from that isn't on the edge of liquidation!

Delbhoy

dreamstruth wrote: »

It seems whenever I air my complaints on hear about the management, directors and some of the most ridiculous business decisions I have had the misfortune to work under - things change......... Yesterday we were sent a memo telling us we will now be paid on the 24th, and the previous communication we had about pay day on the 28th was "sent out in error !! ??"

Maybe they felt the backlash of the staff ?
Maybe they "Listened"
Maybe they just found some cash to pay us
Maybe they sold some more real estate and leased it back

I ask how can a communication be sent out in "error" about not being paid till 28th, on the same day all area managers and directors were in a meeting ???? - poor show

Also, why the 24th ?? - every other year, and, memos sent to us in November said payment would be 22nd.

I guess we should be grateful that we are paid at all.

I used to give 110% to this company, now I, and vast majority of staff are drained. Sick of weekly changes, one week we are told to do one thing, next week its no ! dont do that do this - constantly moving the goals.
Oh, and while we are at it, lets keep the managers busy at the desk by burying them it pointless paperwork, reports, performance reviews, kpi reports, stupid conference calls with inept area mangers - instead of where they should be on the shop floor

So, along with 90% of the store staff, its time to go job hunting.

It appears they were trying to delay the payment as they are approaching the end of the companies financial year...

My understanding is Mike put up the cash for the wages, along with Lord Harris (formerly CEO of Carpetright). The rumours I hear are that they are trying to gain control of the company and fight off the threat of administration.

I also hear Steinhoff have requested information and are thinking about mounting a bid, there is hope yet.

I think the fact that a large proportion of the staff may have had food poisoning on Boxing Day and unable to make it into work until say...the 28th, may have prompted a rethink regards the date of payment.

For those having problems with delivery/damaged goods I would suggest looking back through the thread for people who have had similar issues and look to see how they handled it and what the outcome was? I do know that if the order was placed online, and not through the store, the manager in-store will be able to do next to nothing and probably doesn't even have access to your order. You are however covered by distance selling regulations which are covered elsewhere in the thread already I believe.

The (current) CEO is Nick Worthington and I think his e-mail is [EMAIL="nickworthington@dreams.co.uk"]nickworthington@dreams.co.uk[/EMAIL]. You could always drop him an e-mail?

burtie

Earlier on in the thread, I described an issue we had with Dreams and after emailing the CEO, Commercial Director and the Senior Customer Service Manager, we had contact from Rachael Ainsworth and after a bit of jiggery-pokery, we have received a refund of just over £900 and the damaged bed has been collected.

When you speak to the CS department, they're on the end of a telephone and will usually demonstrate a lack of interest when you state your case. Sadly, you will have to fire emails off to people higher up the food chain, but it's well worth persevering and getting those emails and letters written.

Sammi1607

Well I finally got my money back. Seems like all refunds are having to go through a two stage authorisation process. With a possibmy 30 day delay. Rings alarm bells to me; but what do I know!

Anyway, I think I'll buy the boys beds from somewhere else.

parkie_2

:)Thought I would share this tip about Dreams. I ordered a mattress in a store and was charged £39 for delivery. Then I noticed on their website that delivery is free if you order online (over £100). So I rang their Customer Services and asked them to reimburse the delivery charge — which they did, without argument! I still think it's pretty poor that they add this charge if you order instore, but at least they were prepared to refund it when I asked them to.

helenp35

I have made arrangements for Dreams to pick up a mattress on 3 separate occasions. This is an unwanted item, I already have the exchange item. Dreams have never turned up and I am having to chase them all the time. The guy from Customer Services I spoke to today, who claimed to be the Customer Services manager, more or less told me they would come and get it when they felt like it. I had spoken to someone 3 days previously who had promised me the mattress would be collected today - this 'manager' said - "we don't make promises". Marvellous. My only recourse now is to give them written notice the mattress is abandoned goods and then I still have to store the flipping thing until I can legally dispose of it.

thenagaraja

Hi Helen,

Please see the facebook page to get this sorted: facebook dot com forward slash DreamsUkBedStoresMoreLikeNightmares

Any issues, speak to David Tracey - tell him I sent you - I am sure he will sort it out ...
David Tracey
Commercial Director
Dreams PLC
Tel 01628 535354
Fax 01628 535879
Mobile: 07831 157220
email davidtracey@dreams.co.uk


Get in contact with him by phone, any means possible and explain your situation - get the refund and collection sorted!

sistafromanothermista

helenp35 wrote: »

I have made arrangements for Dreams to pick up a mattress on 3 separate occasions. This is an unwanted item, I already have the exchange item. Dreams have never turned up and I am having to chase them all the time. The guy from Customer Services I spoke to today, who claimed to be the Customer Services manager, more or less told me they would come and get it when they felt like it. I had spoken to someone 3 days previously who had promised me the mattress would be collected today - this 'manager' said - "we don't make promises". Marvellous. My only recourse now is to give them written notice the mattress is abandoned goods and then I still have to store the flipping thing until I can legally dispose of it.

I would send them a recorded letter advising them you will be billing them xx per day for storage until its collected that should get them moving...

Dreams_company_representative

Hi there,

I am sorry to hear of the difficulties you are experiencing.

Please may I ask you to provide me with your order number so I can investigate this for you?

Thank you