Dreams bed Superstore??? Complaints?

ellie_t_2

Compelled to say to anyone - Avoid Dreams Beds at all costs....and it will cost

Here's their catalogue of errors. Its a con to take money, and keep hold of your money, refusing any monetary refund

I had a mattress from them 4 years ago - satisfied.
4 years later called to purchase again for another property. It had been discontinued.
I was sold, under false pretences a mattress that they claimed was exactly the same but just called a different name.

Mattress arrived - it was nothing like it. Soft instead of firm
They exchanged the mattress for another which they claimed was the correct one. It was not. It sagged after 5 months.

I now sleep on the floor.

Dreams refused to acknowledge that this was sold to me under the guise it was what I wanted. That is coercion. They refuse to refund me, only exchange the item, forcing me into accepting their offer or lose my money.

They refuse to talk to me on the phone. After requesting I speak to a manager, a manager emailed me. Yet I could tell this person was not managerial and asked outright. She confirmed she is not a manager, and if I have a complaint to go to the Furniture Ombudsman.

Meanwhile, they still have my money, refuse to acknowledge they sold me a mattress under false pretences, refuse a refund, squirming out of everything, and this, my dear people, amounts to theft.

Their customer care is revolting. No care. No priority or commitment to quality care, or products. A company that will con your money out of you.

Now I'm stuck with a bad mattress, or with the only option to take another of their products.

This company has no morals. AVOID at all cost. It WILL cost you.....

ellie_t_2

Dear All,

If you, like me have been a) misled into a sale by dreams or b) have been refused a refund, you may like to know that you may have rights under the sale of goods act 1979 as confirmed to me today by Citizen Advice Consumer Helpline.

They confirmed goods sold should match any description given.
If a sale was made that did not match, or you were misled in anyway way they could be in breach of the law.

The advice given to me today is to pursue Dreams for the misdescription under the sale of goods act.

If dreams are misleading consumers, in breach of consumer protection regulations it could be a criminal matter.

Further advice was this:
If Dreams don’t have complaints procedure, write a formal letter outlining dates, conversations, payments you made and how you feel they misled you, and what you want from them. Request a deadline for response, minimum 1 week. Send letter by Recorded Delivery, so that you have proof of postage and a signature at the other end.

If sales were made over the phone you can demand to access call recordings.

IF they refuse to access call recordings you can raise a Subject Access Request with the Information Commissioners Office to access call recordings.0303 123 1113.

CAB Consumer helpline: 03454 040506

Meanwhile file a complaint with Trading Standards and the Furniture Ombudsman and let dreams know.

I'm about to do just that.

Good luck everyone

Jamie_Carter

ellie_t wrote: »

Dear All,

If you, like me have been a) misled into a sale by dreams or b) have been refused a refund, you may like to know that you may have rights under the sale of goods act 1979 as confirmed to me today by Citizen Advice Consumer Helpline.

They confirmed goods sold should match any description given.
If a sale was made that did not match, or you were misled in anyway way they could be in breach of the law.

The advice given to me today is to pursue Dreams for the misdescription under the sale of goods act.

If dreams are misleading consumers, in breach of consumer protection regulations it could be a criminal matter.

Further advice was this:
If Dreams don’t have complaints procedure, write a formal letter outlining dates, conversations, payments you made and how you feel they misled you, and what you want from them. Request a deadline for response, minimum 1 week. Send letter by Recorded Delivery, so that you have proof of postage and a signature at the other end.

If sales were made over the phone you can demand to access call recordings.

IF they refuse to access call recordings you can raise a Subject Access Request with the Information Commissioners Office to access call recordings.0303 123 1113.

CAB Consumer helpline: 03454 040506

Meanwhile file a complaint with Trading Standards and the Furniture Ombudsman and let dreams know.

I'm about to do just that.

Good luck everyone

Just one word of warning about the furniture ombudsman. They are funded by the industry, and so aren't always as independent as they claim to be.

SoundSpot

So I've been on this site many times but only after today's antics with Dreams did I decide to join.

Ok so in a nutshell around 2 years ago we went shopping for a mattress and wanted a high end memory foam job. We were told by the salesman that either Tempur or Octaspring were the best our money could buy and so we opted for the Octaspring as I'd done a little previous research into these mattresses. Anyway recently the thing has collapsed, we called Dreams as we took out their 10 year guarantee (the mattress came with a 20 year manufacturer guarantee so this was mis sold), the technician came and reported that the mattress was knackered and should be replaced... All is well we thought.

As it happens they no longer stock the Octaspring range so we ventured down to the dreams store to test the Tempur alternatives. I then called customer service to sort the replacement and was told that if I wanted to replace the mattress with the closest possible Tempur equivalent that I would have to pay an extra £250!

When I explained that as they didn't have the exact replacement it's only fair they should replace it with the same standard of mattress they point blank refused.. I asked for a refund so I could go elsewhere.. Again refused! I asked to speak to a manager who was also very rude and probably would be better suited to flipping burgers as knew as much about management and customer service as my 7 year old knows about quantum mechanics. Said manager also told me he was the top boss and no one else was higher when I asked to speak to his superior (must be little man syndrome).

Now considering the exact same mattress we have direct from Octaspring costs £2099 and the Tempur equivalent replacement has an RRP of £2199 I would say that's a pretty close match (considering I lost £350 taking a day off work waiting for the technician) and it shouldn't matter what the "Sale" price was when we bought it, we just want like for like quality if not brand. Apparently this isn't the case with a Dreams guarantee.

So if they did stock the exact same mattress but the sale was over and the price had hiked back up, would we have had to pay the difference just to get them to replace the faulty goods with the exact same product? Their management certainly seem to think that's the case.

I work with and for many large corporate companies and know if you want a result you usually have go higher up the management chain when making complaints, especially with Dreams as I'm sure they breed their call centre employees in a dark room like mushrooms and they tend to have equal intelligence to a mushroom so it's probably the smart move.

The funny thing is that I called Dormeo (Octaspring manufacturer) about their 20 year guarantee and guess what... They told me if Dreams don't sort this out, they will replace without any fuss at all (take note Dreams that's real customer service).

The thing is we paid for a warranty from Dreams and as far as I'm concerned they should be the ones to step up so I'll persue it tomorrow with senior management.

If they don't sort the problem in a way in which myself and even Dormeo see as fair and just, I'll post the senior managers email so everyone on here having problems can bombard him with complaints directly so he can feel the pain that his army of mushrooms are administering.

SoundSpot

Oh and also, if anyone wants to get this all circulating around some big social media accounts to warn other poor unsuspecting souls against the horrors of Dreams, follow us on Twitter @sound_spot and we'll follow you back and repost your gripes to the world

ArunM

We ordered 4th June 3 items (bed, a £999 mattress and 2 side tables) from Croydon Store which were to be delivered 9 June. The order is in the name of my wife (Paramita Roy) due to financing reason.

I had to re-schedule the delivery to 11th June as I had an urgent an urgent meeting in the city on 9th. My wife with the 8 months old daughter couldn't able to help in my absence. They re-scheduled for us with no hassle. Though I called the store and the customer service 6 times on 6th June and 7 times and 7th June. Everyone attended the phone passed the responsibility around and no one was able to help me. Only Charlie at least mentioned his name, no one else even cared to do that.

Don't know how but the delivery got cancelled however the re-schedule of delivery was booked for 11th June. We waited all day on Saturday but nothing came. Called the store 3 times and everyone passed the request around.

Sunday I got a call from Ian (Store Manager) and asked us to come to store to sort this out. Unfortunately when we reach Dreams, the store was closed.

On Monday last week, I got a call from Charlie and explained the situation and he took the details with him and agreed to sort this out.

I never got a call back from him after last Monday.

Today I called again the store and lady told me to call customer service at 0344 2920 000, which all the time re-direct me to the store. Looks like I am stuck in an infinite loop.

So finally !!!!ed off, we order a mattress from Warren Evans and called Dreams to cancel the order or deliver the bed only. The guy on the phone was rude and given me options
1. Pay £90 for cancellation of mattress
2. or Pay £200 to cancel the whole order

In store, while ordering, the sales guy never mentioned about cancellation charges, which I now feeling is cheating customers. Also I have proof of all calls (at least duration and the number) which I made to customer service and store. I am happy as they suggested to go to Furniture Ombudsman.

Any advice what I can do?

I have asked them we are happy if they deliver only the bed.

Paid £4XX form card, which I can call MBNA and dispute. Rest 80% was put on finance.

Furnishing an empty house, ordered from Next Home, Oak Furniture Land, Ikea, Carpet Right, - all went fine except Dreams.

All ideas and comments are welcome.

Thanks

Vinchenuk2507

Wow where do I start I have over 15 years experience in the bed sector of the market and had built up a massive customer feedback personally of supplying the right product for the customer. Cutting a long story short I recently attended an interview for a dreams store manager and was up against some other candidates it was there I learnt dreams was rescued by an investment company started from the usa which means thatt firm were going bust (I wonder why) . Anyway the main thing i took from the interview was the discussion about the ethos of getting a dreams bed in every home in the country is there aim as they produce there own beds so I can only assume these are where the big profits lay in my experience a firm that produces there own stock usually defer the materials used as they dont have a competitor selling there beds . For me that's alarm city we spend a 3rd of our lives in bed so sticking to the brand names and receiving free delivery locally and disposal of old bed takes away the hassle so you can just enjoy the purchase as for there 8 year change your bed philosophy i was always told yen years is the reccomended time to change again attempt at earlier turnover. I wasn't offered the job as I asked the questions like above when they tried convincing me they were for the customer that and the fact I mentionex the stores that closed down. My advice goto an independant retailer who will take the time required to find the right bed offer the right service and will be there to resolve any issues you god forbid may come across all in all make surs you matter before your money as the wrong bed can be life changing.:T

Jillxxxxxxx

Please contact Trading Standards if you have a complaint about Dreams as even if you don't have proof it will be filed and taken into consideration if enough victims contact them. Please be aware of something that happened to me. I went to Dreams having had a previous good experience many years ago. I explained my requirements to the salesman and was told to have a look upstairs first. The beds were clearly unsuitable and I wondered why I was sent there.

I was then shown an orthopaedic mattress at £349 and a firm but comfortable one at £219. I chose the one at £219 and it was a distinctive beige with brown stripes. I read the product stand in front of the bed and I then made the mistake of signing the order without checking the name onthe actual mattress. What then turned up was a poor cheap hard mattress in white colour that I had apparently signed for but I was told I could have the mattress I chose only if I paid a further extra £219. I feel the salesman deliberately conned me as he guessed I would walk away if I knew the correct price and a sale would have been lost. I feel he switched the stands while I was upstairs. I have asked Dreams to look at CCTV footage but gave given up and passed the matter to Trading Standards as a filed complaint. If they receive enough they will investigate Dreams so please do the same. The base also arrived damaged but Dreams offered to replace this but having read the reviews I thought we were better off retaining the slightly damaged base than taking a chance on another......basically i feel Dreams are nothing morethan con artists and no one I know will use them again.

Ngoniprincess

This person's complaint mirrors mine exactly and would like to know how they got on with trading standards please.

Ngoniprincess

I tried on a bed at the Dreams store in Luton and spent £1500+ but when the bed arrived, the mattress had a lump in the middle which after commissioning an inspection; dreams decided it was normal to have a lump of up 45mm. It has been 5weeks and the lump has not settled. After so many attempts to have a like to like swap, I have been hitting my head against a brick wall and now forced to sleep in my spare room. Dreams staff seem to disappear every time you deal with them. Tried to do a 40day comfort exchange, the staff member who processed this request seems to have forgotten to send the request to customer services and now "they are trying to find out from the staff member why he didn't submit the request". In the meantime, they expect me to wait and can see this being shoved to the side as even their Director has ignored my grievance. I am not letting this lay, if Dreams think they can continue to rip off people; I may set up a protest outside the store
telling people to stay away with a photo of their dodgy goods.:mad: