Dreams bed Superstore??? Complaints?

MarjeMarsh

Hi all, I had an issue with Dreams in the past. I emailed Richard King, who is the head of Customer Services on [EMAIL="RAking@dreams.co.uk"]RAking@dreams.co.uk[/EMAIL]

I was then contacted within 24 hours of sending my email by a customer service manager, and my complaint was resolved very quickly and to my satisfaction thereafter. I hope that this helps you all out with your various issues. Good luck!

lawley1010

I have ordered a bed in store yesterday and then thought I would do some reviews (wish I had done it sooner!!!). I have only paid a deposit with the balance due beg of Feb prior to delivery on 11 Feb. After reading the reviews I have become very worried as to the financial state of the company and goods not being delivered etc. I have saved up for a long time to afford this new bed and cant afford to lose my money if they go bust. Can someone who has maybe more knowledge of this sort of thing advise me - should I cancel my order and lose 20% of my order or carry on and pay the balance? Many thanks, any help appreciated.

sparky0138

lawley1010 wrote: »

I have ordered a bed in store yesterday and then thought I would do some reviews (wish I had done it sooner!!!). I have only paid a deposit with the balance due beg of Feb prior to delivery on 11 Feb. After reading the reviews I have become very worried as to the financial state of the company and goods not being delivered etc. I have saved up for a long time to afford this new bed and cant afford to lose my money if they go bust. Can someone who has maybe more knowledge of this sort of thing advise me - should I cancel my order and lose 20% of my order or carry on and pay the balance? Many thanks, any help appreciated.

You may have already read this in their terms and conditions. It says:

To allow time for customers to check their order and read these terms and conditions, Dreams allows a ‘no penalty’ cancellation period. Any changes must be communicated within 24 hours of placing the order.

After 24 hours irrecoverable costs and administration charges will have been incurred and the cancellation of any outstanding order will be subject to a reasonable cancellation fee (usually 20%) or loss of deposit.

However, it seems they don't always stick by these terms and I consider myself quite lucky after reading some of the horror stories online. I ordered a mattress and frame with Dreams and it got to the point where they attempted delivery. The mattress was damaged and both the mattress and the frame had to go back to the warehouse. After phoning them up (and giving up after being on hold for 20 minutes) and e-mailing them (and not receiving a reply), I sent a letter explaining that it was not my fault the mattress had been damaged in transit and that I would like a refund IN FULL. It took a while but I eventually received it so it's certainly possible.

My advice would be to give them a ring and because it's only been a couple of days, ask if you can get your deposit back. If you can't then it might be best to cross your fingers and hope for the best. Some people do have a positive experience with Dreams though they do seem to be few and far between.

lawley1010

sparky0138 wrote: »

You may have already read this in their terms and conditions. It says:

To allow time for customers to check their order and read these terms and conditions, Dreams allows a ‘no penalty’ cancellation period. Any changes must be communicated within 24 hours of placing the order.

After 24 hours irrecoverable costs and administration charges will have been incurred and the cancellation of any outstanding order will be subject to a reasonable cancellation fee (usually 20%) or loss of deposit.

However, it seems they don't always stick by these terms and I consider myself quite lucky after reading some of the horror stories online. I ordered a mattress and frame with Dreams and it got to the point where they attempted delivery. The mattress was damaged and both the mattress and the frame had to go back to the warehouse. After phoning them up (and giving up after being on hold for 20 minutes) and e-mailing them (and not receiving a reply), I sent a letter explaining that it was not my fault the mattress had been damaged in transit and that I would like a refund IN FULL. It took a while but I eventually received it so it's certainly possible.

My advice would be to give them a ring and because it's only been a couple of days, ask if you can get your deposit back. If you can't then it might be best to cross your fingers and hope for the best. Some people do have a positive experience with Dreams though they do seem to be few and far between.

Thanks for your reply, I paid a large deposit of £1000 so dont want to lose that, what I am more concerned with is the likelihood of them going bust in the next few weeks before I receive my goods.

sparky0138

lawley1010 wrote: »

Thanks for your reply, I paid a large deposit of £1000 so dont want to lose that, what I am more concerned with is the likelihood of them going bust in the next few weeks before I receive my goods.

Ouch! I don't suppose you paid by credit card? If the company does go bust it would mean that you were covered.

lawley1010

sparky0138 wrote: »

Ouch! I don't suppose you paid by credit card? If the company does go bust it would mean that you were covered.

I dont have a credit card, I paid by debit card which I know means I am not covered. If I got a relative to pay my balance by credit card would they be covered even although the order is in my name and my relative has a different name?

sparky0138

lawley1010 wrote: »

I dont have a credit card, I paid by debit card which I know means I am not covered. If I got a relative to pay my balance by credit card would they be covered even although the order is in my name and my relative has a different name?

I'm afraid I don't know the answer to that one. Anyone else?

Jamie_Carter

sparky0138 wrote: »

My advice would be to give them a ring and because it's only been a couple of days, ask if you can get your deposit back. If you can't then it might be best to cross your fingers and hope for the best. Some people do have a positive experience with Dreams though they do seem to be few and far between.

Even if they lose their 20% deposit, they could still save a lot of money by buying elsewhere.

Jamie_Carter

lawley1010 wrote: »

I dont have a credit card, I paid by debit card which I know means I am not covered. If I got a relative to pay my balance by credit card would they be covered even although the order is in my name and my relative has a different name?

Check with your bank. Some of them do give some protection for debit card transactions.

Also, was the £1000 20% of the total?

lawley1010

Jamie_Carter wrote: »

Check with your bank. Some of them do give some protection for debit card transactions.

Also, was the £1000 20% of the total?

No 20% of my total would be £200, my OH is keen for us to continue with the order and hope we receive the items on the delivery date agreed, I am however sceptical after looking at the reviews regarding customer service and problems others have had. Do you think they are likely to go bust in the next few weeks, as this is my main concern as we have paid by debit card and have no protection if this happens and dont think we could use a relatives credit card as the names would differ.