Dreams bed Superstore??? Complaints?

13thGh0st

Hi all, I bought my bed back in 2010 from dreams price over £1000. Paid on the credit card. 2.5 years later, it has developed a hard spine running up the middle of the mattress, increasingly horrible nights sleep for last 6 months. More recently waking up aching if we get any rest at all..

Complained to dreams, they sent an inspector round, said it had dipped in both sides by 10mm but was no fault so no replacement / refund. I complained, to chairman and complaints dept. Reply was that independant inspector deemed matress no fault so nothing they could do for me, was there final answer after sending complaints to complaints dept and chairman. My matress was a sealy posturepedic with built in top pillow.

I then went to MBNA who are underwriters for virgin creditcard I used to pay for the bed. I told them i wish to make a section 75 claim. They told me they have looked at dispute as a section 75 claim and someone rang me from bankofamerica?? to tell me ->, "unless we see a counter expert claim that matress is broken - we wont help / refund". No one is more of an expert of my matress than me! It is killing me, sometimes im sleeping on the couch or the floor! Reply back from MBNA is that they arnt prepared to help as it stands.

I have been in touch with furniture ombudsman now and im waiting to hear back.

I dont think MBNA has acted properly so i intend to next get in touch with the financial ohmbudsman after writing a letter of complaint to MBNA and demanding a refund.

This whole escapade has been unsettling. Whats the point of a 10 year guarantee and a 10 year warranty and the so called protections of a credit card if none of them mean anything any more. My Advice, stay away from dreams!

I will post more here as it unfolds, just wanted to add to the forum for others having similar problems.

(Some useless trivia: MBNA, VIRGIN underwriters = BankofAmerica. Sealy = American made. Dreams = Owned by Sun European Partners = American Group.)

notminted_2

Just to say, have had a positive experience so far with Dreams, though I had problems completing the order online and completed it by phone. The right bed and mattress arrived on the expected day, and at the time they said it would when they sent me a text a few days before. Two guys assembled it (at extra costs) in about 90 minutes, and removed all packaging as well as the old bed. It is very comfy, looks good and feels good quality. Had the bed 3 weeks so far. Price is similar to what I had seen elsewhere at the time, though a competitor now has it on sale for less, and suspect that if I had shopped around more I would have got a better deal.

Upset_n_used

We ordered whole set from dreams in March 2012 and had endless problems. The princess set for our daughter was delayed by well over the said 10 weeks, it wouldn't fit properly so after endless tearful phone calls and visits by a pregnant moi, they sent two salespeople from the local branch to rebuild it! Fast forward 20 months...The sliding wardrobe door fell on our baby - it just came lose and fell on her. Customer Services said out of warranty so couldn't do anything other than send a third party round to fix it out of the goodness of their hearts! The engineer took photos and said it was appalling, the door was held together by small fat screws and the wood was flimsy. Four weeks later I still have not seen a report but have been told it is not in warranty, so not down to them!! Last night the princess bed frame that my 6yo daughter is sleeping in collapsed...the same three fat small screws were not strong enough to hold her 15kg weight and the frame collapsed. Dreams said nothing they could do as it's out of warranty but maybe someone...... You know the story!

So I called Creations, my finance company thinking it would be protected. I still owe them £760 for terrible products from Dreams. There is nothing I can do other than email Head Office (same email person Richard King as previous with the wardrobe). What on earth do I do? I cannot afford to pay for faulty products this is ridiculous!

bedmugged

I bought a Harrison Dreams Mattress two weeks ago and was not able to bear even half the night on it, the first night II woke up at 3am in agony from the pressure and pain caused by this extremely hard and uncomfortable mattress. I was in such discomfort from the few hours I had tried to sleep on it that I needed treatment and medications for days.. I have slept on many mattresses both old and new all my life and have never had this kind of experience that literally left me crippled in pain after one night use.

Although still in considerable pain I returned to the showroom early the next morning and requested a refund since the goods delivered had not matched the goods offered to me, I was refused any option except to take another mattress of the same kind or to pay more to upgrade. Consequently I had no real option but to pay more money in the hope I will get a comfortable bed.

The Harrison mattress that was delivered to me was not at all the same as the model I had tried in the showroom upon which I had based my decision to buy. The one delivered has no support on the edges, and a very hard board like feel and creates pressure points when I lie on it. leaving me racked with pain.

I now have little hope that the more expensive Energise replacement I paid extra for will provide the same comfort as the Energise I tried in the showroom since I then emailed the company explaining the issue and had a reply that their mattresses require time before the can be expected to provide the same comfort as the showroom models, it is unacceptable that I was not advised of this before I made my first purchase and even more unacceptable again when I returned to and paid yet more money in the hope of getting a comfortable bed.

Had I been advised on this by sales staff I would never have bought the first mattress and certainly would not have paid double to replace it.

I have never heard of it being normal for a mattress to take time before it is comfortable enough to sleep on. My reasonable expectation when buying a new mattress is that I should be able to have good nights sleep on it from day one without waking up at 3am in agony.

I am still awaiting a replacement mattress and I have lost all confidence that Dreams will resolve this to my expectation.

The whole experience has been a disappointing nightmare of pain and unwillingness from the company to resolve the issue to my satisfaction.

Clasha

Hi looking for some advice,

Purchased a bed from dreams a few months ago, scheduled for delivery anytime now, however as we have bought a new build they are now saying we need to complete a change of address form...

This was completed when we first purchased the bed. They are now saying we need to cancel the previous credit agreement and start a new one.

My partner is pregnant and we are currently without a bed, I need this resolving ASAP whether they deliver my order or cancel it and I'll purchase a bed from elsewhere....? What's the best solution?

Thanks in advance!!

deejah

Ordered a batch of furniture from dreams £2500 . Was told would be weeks and that was fine as was moving to new house and wanted to throw out old wardrobes before moving and fit carpets in new house etc. We moved and after months of nagging and calling and their excuses it turned into living from suitcases for 7 months waiting for our furniture which we had paid for !
Anyway dreams did give us vouchers as compensation and with those we bought a double bed for the guest room. We bought the Melissa D bed Frame alone was £250. Faux leather wooden framed. After 6 months of hardly any use it collapsed . The metal frame which slats are fixed to is screwed in to the faux leather surrounding frame and had worked themselves down through the CHIPBOARD WOOD, surprise surprise!
Rang dreams and the bed was replaced the next week.
8 months later the exact same problem has happened . I have a skinny 14 year old sleeping in it and he sat on the bed to put on his socks and it collapsed. Rang dreams and they sent drivers out to inspect the bed and said was our fault as you're not supposed to sit on your bed they're made for laying on !!
Talk about frustrated and bewildered ! Couldn't believe the rubbish they were saying,
wrote to them complaining and they said the same!
Will never ever buy from dreams again it's been a nightmare dealing with them ,
looking at the complaints in here the same thing has happened to so many with this particular bed, It's not on,
thing is they get away with it as most people can't be bothered with the stress of taking it further ! But they will run out if customers .
Bought two single beds too m the screws weren't moulded properl, had to go to dreams and get some more , The beds squeaked with breathing , I sold them CHEAP n bought good beds elsewhere ,
WILL NEVER EVER SHOP AT DREAMS AGAIN

deejah

You are not the only one , They seem to sell faulty rubbish , take it to trading standards and furniture ombudsman

TBeckett100

I could never stand Dreams.

I bought a bed online through mattress man, it was an ottoman one and sturdy as anything, best thing I ever bought. The cost of the frame from memory was about £300. My friend who helped me put it together liked it so much he bought one.

Anyway the same bed was on sale in Dreams when I went in there a year ago to look at children's beds. It was three times the price. They cleverly give it a new name so it's difficult to compare.

The shops have an awkward air, rather like a petrol station. Eager sales people who feel the need to help you choose a bed. I mean, I have survived many decades by myself so I don't need immediate assistance in every shop I go in.

Morally, dreams went bust on one day losing shareholders money and then set themselves up the next day. For that reason I wouldn't touch them with a barge pole.

NataschaH

I purchased a bed from dreams in walton upon thames.
a month later i went into the store to complain... Joshua was very helpful and he said "leave it with me - i WILL sort it out"
i gave leeway of 15 days - went in store again, this time to find that Joshua had now left Dreams... and NOTHING was done or "sorted out"
now again the sales person assured me that it would all be sorted out... again i gave leeway ( now please note i am NO LONGER sleeping on my new bed)
eventually i go in store and now am a little cross, due to no contact from Dreams.
I paid £2000.00 plus out on this NEW bed... and after ONE month i have a SAG on both sides of 2+ cm.... it is SO uncomfortable that it is now standing in the room NOT USED.
(expensive item to be "on show")

in store i now find that it would just be better for me to call complaints/customer services myself - now i am really mad.
I call and get told NO issues have been raised on my order!!!! ( so now we in xmas and new year mode... all will be dealt with AFTER new year) - so that left me leaving it LONGER... thus making good "time lapse " for dreams ...ok, so we get it all raised and within 20 days we have a house visit for assessment - i get told: Dreams "ALLOW" up to a 2.5cm drop in 3 months etc etc etc
to me this is absurd, then i contact customer services by email - i get a sorry you are not happy with the outcome - well i have paid out for this bed and am now being fobbed off.
then i get told - pay for someone else to come in and assess( how odd... dreams now want MORE money from me to do ANOTHER assessment???? i am NOT happy with my bed and cannot use it.. feel that seeing as its standing in my room as an ornament

Jamie_Carter

NataschaH wrote: »

I purchased a bed from dreams in walton upon thames.
a month later i went into the store to complain... Joshua was very helpful and he said "leave it with me - i WILL sort it out"
i gave leeway of 15 days - went in store again, this time to find that Joshua had now left Dreams... and NOTHING was done or "sorted out"
now again the sales person assured me that it would all be sorted out... again i gave leeway ( now please note i am NO LONGER sleeping on my new bed)
eventually i go in store and now am a little cross, due to no contact from Dreams.
I paid £2000.00 plus out on this NEW bed... and after ONE month i have a SAG on both sides of 2+ cm.... it is SO uncomfortable that it is now standing in the room NOT USED.
(expensive item to be "on show")

in store i now find that it would just be better for me to call complaints/customer services myself - now i am really mad.
I call and get told NO issues have been raised on my order!!!! ( so now we in xmas and new year mode... all will be dealt with AFTER new year) - so that left me leaving it LONGER... thus making good "time lapse " for dreams ...ok, so we get it all raised and within 20 days we have a house visit for assessment - i get told: Dreams "ALLOW" up to a 2.5cm drop in 3 months etc etc etc
to me this is absurd, then i contact customer services by email - i get a sorry you are not happy with the outcome - well i have paid out for this bed and am now being fobbed off.
then i get told - pay for someone else to come in and assess( how odd... dreams now want MORE money from me to do ANOTHER assessment???? i am NOT happy with my bed and cannot use it.. feel that seeing as its standing in my room as an ornament

Contact Trading Standards, and it might also be worth contacting BBC Watchdog, as they are always getting complaints about Dreams.