Dreams bed Superstore??? Complaints?

toriguyv

Thanks to everyone who has posted in here. Seeing that u all have similar issues, your complaints are definitely not a one offs. My partner & I are looking for a new bed and we will absolutely not be paying Dreams a visit! It's nice to know one can rely on a MSE forum

Jamie_Carter

lawley1010 wrote: »

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.

You could probably get a similar quality bed elswhere for less than £500. So even if you lose £200 deposit, you will still be at least £300 better off.

beadygirl

Hi. First post here, so hello to all I have same concerns about the state of Dreams. We have just ordered an adjustable bed, but opted to pay interest free with no deposit - as the Rep said this was ok. I am within the 14 days to cancel this and am wondering whether I need to cancel it and either pay a deposit with a credit card and either pay the balance on delivery or re-negotiate the interest free payment minus the deposit. Any thoughts would be appreciated! Thanks

beadygirl

I found an article from Daily Mail a week ago suggesting a sale is likely to happen by about mid-March, so it looks like they think they will find a buyer. In the meantime, I think cancelling my interest free credit and paying a deposit on my credit card sounds the safer way to go.

Annette_L

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.

So after 15 weeks of waiting I eventually got my bed on 19/12/12, (2-4 weeks delivery was the original quote), and yes you guessed it, it was damaged!!!. So yet again I had to speak to the customer Services Team who arranged for a replacement headboard, with yes there was yet another delay for re-delivery.
I was also told I would be compensated for the long delay and I am still arguing this point with them.
Anyway I eventually got my replacement yesterday and yes it was also damaged (glad to see they are keeping up the tradition of being completely rubbish). So I left them a message on their answerphone and I'm awaiting a response.
I worked in Customer Services for over 20 years and I am appaled that their complete lack of the basic customer service skills, this is a company who appear not to be the slightest bit interested in their customers, they are obviously only interested in profits and greed.
This is one customer who will not be using them again and I will be telling other people to avoid them as well.

:mad:

beadygirl

You would have thought that in the current climate and the fact they are up for sale, they would be trying to improve their record. Hope you get it sorted and you do see some compensation.

I haven't got a delivery date yet, so I am watching and waiting at the moment.

alex789

we placed an order mid jan 2013 from our local dreams store, we ordered a super king size bed and mattress. the total came to just shy of £3000.00 which we took on over monthly instalments.
we was told our delivery would be 11th feb, which was a few weeks away but gave us chance to sort the bedroom out.
the day before we took our current bed down and just slept on the mattress on the floor.
when they delivery men came they started taking the bed upstairs, in the process they chipped the paint work on the porch, totally wrecked the lamp shade in the hall way, and scrapped the wall paper on the stairs, all of which I overlooked at the time, as I was very exited the bed was here.
they took up 4 really big and heavy boxes and then came the mattress, they spent 20 mins trying to force this up the stairs, it only got half way up before 1 of the men said he thinks he broke the mattress springs. once the mattress got bent then there was nothing that could be done, it was broken.
he gave me 2 options, either they take everything back with them or leave the broken mattress with me in the living room, as they had done so much damage already on the way in with the boxes I said leave them upstairs and the mattress in the living room, he gave me customer services number and told me to order a zip and lock mattress and advised they did next day delivery.
so I called customer services and they didn't offer an apology for the delivery men breaking the mattress, but they said I would be able to get this changed for a zip and lock mattress, but she told me that the mattress I ordered was not available in this zip and lock so I had to go to the local store and choose a different mattress.
I asked her if once I was at the store I could ask them to call on my behalf with me there and order the new mattress. (as I thought this would save time) and the lady said yes that was fine.
so I went to the store and was very disappointed by the choice of mattresses available in the zip an lock. I only had 2 to choose from and neither was as comfy as the one I originally picked, but non the less I chose one, I asked the sales man to call customer services while I was there and he asked a lady sat next to him to bring my account up. as she did she said that the consultant who I spoke to put notes on saying 'customer to call back after choosing new mattress' and she explained that she wouldn't call for me, I needed to do this myself as per the notes on the account. the new mattress was also £80 more expensive and I would need to pay this.
I was really not happy at this point.
so I went back home and called them up with my choice of mattress. I was told it normally takes 6 weeks for delivery but it was showing as 2-4 weeks for me. they would collect the broken mattress up when they delivered the new one.
I expressed I had no bed to sleep in that night and that I had a super king size mattress sitting in the way in my living room, and I had 2 year old twins - the mattress was in the way and I couldn't have this laying around with having young children.
he said he was sorry but there was nothing he could do.
after getting off the phone, I was really angry and began to regret going with dreams. even more when he said I needed to yet again go back to the store to re-sign the credit agreement with the new amount of the new mattress.
about 30 mins later I called the store and asked for info on the cancellation policy, as I had just had enough by now and wanted to totally cancel the order and start over with another bed store.
the lady at the store said she didn't know anything on anything to do with after sales, she basically didn't care. I was told to call customer services about this.
which I did and spoke to a lady who was very apologetic and said she really understood my predicament. she agreed to take of the £80 extra charge for the mattress, and offered me £150 in dreams vouchers. she offered me a set date the mattress would be ready, 28th feb (2 and half weeks to wait)
I had to agree to this. I stressed about the mattress in my living room and expressed concern for my kids safety with such a large mattress.
she said she would be able to get it collected on feb 14th (3 days wait)
so I waited and took the whole day off work waiting for this to be collected. NEVER was, no phone call, no nothing.
so 9am Friday morning (15th feb) I was on the phone, really angry with customer services. she said her collegue had indeed told me 14th for delivery but had not put this in the system so it was never to be collected. she apologised and said she would get the mattress collected on 16th (TODAY) so I waited in all day yet again for it to be collected/a phone call. and NOTHING.
customer services was closed when I tried to call.
true to my kids form, they have not left the mattress alone, they are always running into it as I have no were else to put it out their way.

so this week thanks to dreams, I have a damaged porch, need to replace a lampshade and wallpaper. I have had to wait 6 days with a super king mattress in the middle of my living room, with my twins constantly knocking into it and wanting to play on it. I have had to take a day off work and also miss out on a day of going out with my twins - all because dreams messed up and broke the mattress.

at the moment I plan to call them 1st thing Monday to ask why yet again the mattress was not collected.

I don't think £150 in dreams vouchers is an appropriate compensation for what this week has been liked.
why they think offering vouchers for themselves is good, ill never know. just means I have to shop with them now, when all I want to do is never step foot in their store again.

would not recommend dreams to anyone at all, unless you want to be messed around and lied too. the lady in the store is only interested in sales, not the happiness of the customer after the sale. and customer services just lie and don't do their job correctly.

if this mattress falls over (despite me trying my best to secure) and either harms my twins or damages any more of my property. I will really kick off.

lawley1010

As per my previous posts, thought I would update. Had our new bed nearly one week and all went well, no damage and no problems, really pleased with the bed and mattress. The delivery men from Yodel XL were really rude and arrogant and I was actually a bit frightened of them so think Dreams need to get their act together regarding their delivery firm as even although I would have used Dreams again I wont incase I get the same delivery men!

sparky0138

lawley1010 wrote: »

As per my previous posts, thought I would update. Had our new bed nearly one week and all went well, no damage and no problems, really pleased with the bed and mattress. The delivery men from Yodel XL were really rude and arrogant and I was actually a bit frightened of them so think Dreams need to get their act together regarding their delivery firm as even although I would have used Dreams again I wont incase I get the same delivery men!

I'm really pleased everything went well for you - you must be one of the lucky few!

When Yodel attempted delivery of my mattress it was damaged and that seems to be a theme on this thread. If Dreams had their own dedicated delivery service who took more care, they'd probably have a lot less complaints and a better reputation. Yodel certainly don't seem to be doing them any favours.

Pinkypants

alex789 wrote: »

we placed an order mid jan 2013 from our local dreams store, we ordered a super king size bed and mattress. the total came to just shy of £3000.00 which we took on over monthly instalments.
we was told our delivery would be 11th feb, which was a few weeks away but gave us chance to sort the bedroom out.
the day before we took our current bed down and just slept on the mattress on the floor.
when they delivery men came they started taking the bed upstairs, in the process they chipped the paint work on the porch, totally wrecked the lamp shade in the hall way, and scrapped the wall paper on the stairs, all of which I overlooked at the time, as I was very exited the bed was here.
they took up 4 really big and heavy boxes and then came the mattress, they spent 20 mins trying to force this up the stairs, it only got half way up before 1 of the men said he thinks he broke the mattress springs. once the mattress got bent then there was nothing that could be done, it was broken.
he gave me 2 options, either they take everything back with them or leave the broken mattress with me in the living room, as they had done so much damage already on the way in with the boxes I said leave them upstairs and the mattress in the living room, he gave me customer services number and told me to order a zip and lock mattress and advised they did next day delivery.
so I called customer services and they didn't offer an apology for the delivery men breaking the mattress, but they said I would be able to get this changed for a zip and lock mattress, but she told me that the mattress I ordered was not available in this zip and lock so I had to go to the local store and choose a different mattress.
I asked her if once I was at the store I could ask them to call on my behalf with me there and order the new mattress. (as I thought this would save time) and the lady said yes that was fine.
so I went to the store and was very disappointed by the choice of mattresses available in the zip an lock. I only had 2 to choose from and neither was as comfy as the one I originally picked, but non the less I chose one, I asked the sales man to call customer services while I was there and he asked a lady sat next to him to bring my account up. as she did she said that the consultant who I spoke to put notes on saying 'customer to call back after choosing new mattress' and she explained that she wouldn't call for me, I needed to do this myself as per the notes on the account. the new mattress was also £80 more expensive and I would need to pay this.
I was really not happy at this point.
so I went back home and called them up with my choice of mattress. I was told it normally takes 6 weeks for delivery but it was showing as 2-4 weeks for me. they would collect the broken mattress up when they delivered the new one.
I expressed I had no bed to sleep in that night and that I had a super king size mattress sitting in the way in my living room, and I had 2 year old twins - the mattress was in the way and I couldn't have this laying around with having young children.
he said he was sorry but there was nothing he could do.
after getting off the phone, I was really angry and began to regret going with dreams. even more when he said I needed to yet again go back to the store to re-sign the credit agreement with the new amount of the new mattress.
about 30 mins later I called the store and asked for info on the cancellation policy, as I had just had enough by now and wanted to totally cancel the order and start over with another bed store.
the lady at the store said she didn't know anything on anything to do with after sales, she basically didn't care. I was told to call customer services about this.
which I did and spoke to a lady who was very apologetic and said she really understood my predicament. she agreed to take of the £80 extra charge for the mattress, and offered me £150 in dreams vouchers. she offered me a set date the mattress would be ready, 28th feb (2 and half weeks to wait)
I had to agree to this. I stressed about the mattress in my living room and expressed concern for my kids safety with such a large mattress.
she said she would be able to get it collected on feb 14th (3 days wait)
so I waited and took the whole day off work waiting for this to be collected. NEVER was, no phone call, no nothing.
so 9am Friday morning (15th feb) I was on the phone, really angry with customer services. she said her collegue had indeed told me 14th for delivery but had not put this in the system so it was never to be collected. she apologised and said she would get the mattress collected on 16th (TODAY) so I waited in all day yet again for it to be collected/a phone call. and NOTHING.
customer services was closed when I tried to call.
true to my kids form, they have not left the mattress alone, they are always running into it as I have no were else to put it out their way.

so this week thanks to dreams, I have a damaged porch, need to replace a lampshade and wallpaper. I have had to wait 6 days with a super king mattress in the middle of my living room, with my twins constantly knocking into it and wanting to play on it. I have had to take a day off work and also miss out on a day of going out with my twins - all because dreams messed up and broke the mattress.

at the moment I plan to call them 1st thing Monday to ask why yet again the mattress was not collected.

I don't think £150 in dreams vouchers is an appropriate compensation for what this week has been liked.
why they think offering vouchers for themselves is good, ill never know. just means I have to shop with them now, when all I want to do is never step foot in their store again.

would not recommend dreams to anyone at all, unless you want to be messed around and lied too. the lady in the store is only interested in sales, not the happiness of the customer after the sale. and customer services just lie and don't do their job correctly.

if this mattress falls over (despite me trying my best to secure) and either harms my twins or damages any more of my property. I will really kick off.

I would have to say that you have to take some of the responsibility for this and be lucky that Dreams are taking the mattress back.

A lot of companies may have not even bothered trying to get the mattress up the stairs. A very large mattresses and a house that they have never seen before so they wouldn't know if it would go up.

But they tried and failed. Now some companies would have said sign here and leave you with a broken 6ft mattress.

Now Dreams on the other hand have tried to get the mattress up the stairs, ok some things got broken which is bad. They broke the mattress and have agreed to get you another one.

It's your house, so therefore your responsibility surely, to make sure that things fit and can go up stairs.

What are Dreams going to do with a broken mattress? That's it now in the bin, more loss of profit, which is going to equal less customer service etc......

There are always 2 points of view to the story. And no I don't work for Dreams are this is probably the only time I have ever defended them.