Dreams bed Superstore??? Complaints?

rjm2k1

After viewing them in store and also my mum has one, we ordered a Wentwood Oak Bed from Dreams, described as a traditional Oak bed. The item delivered is now made from MDF, it is a different material and finish to those on display in store, they basically show you one thing and then send you another so be warned you may not get what you think you are ordering!

Still waiting for CS to get back to me regarding the substantial reduction in quality.

beadygirl

I thought I would just mention that we were contacted last Thursday with a delivery date of Saturday 16th Feb between 8-10 am and low and behold, at 7.40am, the delivery guys arrived. They took the old bed, delivered the new, set it all up (it is an adjustable bed) and everything is just fine. I think it was a private delivery firm (not Yodel XL) and they were as helpful as you would want them to be. So, after my worries, no problems at all.

Annette_L

Annette_L wrote: »

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:

So Saturday I was supposed to receive my new bedhead (2nd replacement), but as we didn't receive any calls or texts to say it was coming at 6pm we decided that it probably wasn't going to arrive. Anyway at 6:50pm it turned up, the delivery drivers were very nice, but were not Dreams employees they were sub-contractors.
Well we opened the packaging and believe it or not, this one is also damaged!!!!!!, it's starting to be absurd, we've had 3 bedheads now and they have all been damaged.
Dreams really need to start getting their act together as they are obviously not checking the quality of the goods that are being manufactured for them.
I think I have been very patient and calm, but now I am getting really annoyed, this is beyond a joke.
I've seen email addresses quoted for managers of Dreams and I am now going to try that, as customer services are a waste of my time.

Jamie_Carter

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.

Although Dreams customer service is terrible, and their prices are two to three times what you should be paying. I'm afraid you have to take responsibility for checking that it is posible to get a superking size mattress to your bedroom.

Jamie_Carter

Annette_L wrote: »

So Saturday I was supposed to receive my new bedhead (2nd replacement), but as we didn't receive any calls or texts to say it was coming at 6pm we decided that it probably wasn't going to arrive. Anyway at 6:50pm it turned up, the delivery drivers were very nice, but were not Dreams employees they were sub-contractors.
Well we opened the packaging and believe it or not, this one is also damaged!!!!!!, it's starting to be absurd, we've had 3 bedheads now and they have all been damaged.
Dreams really need to start getting their act together as they are obviously not checking the quality of the goods that are being manufactured for them.
I think I have been very patient and calm, but now I am getting really annoyed, this is beyond a joke.
I've seen email addresses quoted for managers of Dreams and I am now going to try that, as customer services are a waste of my time.

Cancel your order, and ask for a full refund, as they have not fulfilled their contract.

Jamie_Carter

rjm2k1 wrote: »

After viewing them in store and also my mum has one, we ordered a Wentwood Oak Bed from Dreams, described as a traditional Oak bed. The item delivered is now made from MDF, it is a different material and finish to those on display in store, they basically show you one thing and then send you another so be warned you may not get what you think you are ordering!

Still waiting for CS to get back to me regarding the substantial reduction in quality.

Contact Trading Standards, and also send Dreams a letter (containg the TS ref number), and also stating that you reject the goods under the sale of goods act, as they are not as described.

Dreams_company_representative

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

Jamie_Carter

Dreams_company_representative wrote: »

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

Or they can go down the official route, and contact trading standards. That way it might put your company off treating most of your customers badly.

Pinkypants

What's left of them.....http://www.computeractive.co.uk/ca/news/2242942/government-cuts-have-compromised-consumer-safety-warns-trading-standards-institute

realydude

so if you put anything on this thread standing up for Dreams, or moaning about the average moaner it gets deleted by the mediators. Therefore you are apparently free to moan about a company on a web site that is supposed to be about money saving tips...................