Dreams bed Superstore??? Complaints?

Tim_Deegan

KatieW wrote: »

Hi
Please can someone advise me how best to proceed with my problem-
We just bought an £850 memoryfoam mattress from Dreams. It was delivered in a reasonable manner, and arrived exactly when they said it would BUT it is much much softer than the one we tried in the shop, in fact so bad for my back I didn't make it through the night and went to sleep on the spare bed. But far worse is the fact we're sure it was someone elses returned one, as we were told in the shop it would be made specially for us, yet had a label on it dating back in December and also has a bad mark on it. But worst of all is the hideous chemical smell coming from it, which is making me very ill, and as I have serious chemical allergies, I did check with 2 salesmen to ensure this wouldn't be the case, and they both lied and said it would not be chemically treated.:mad:
I wish I could turn back time and google 'dreams complaints' before I ever went to their store, because it angers me seeing how many people have been in my situation before and got fobbed off. We went back to the store this morning to complain and we were told they could not deal with it, because we have to ring customer services on a premium rate phone line! What a joke!
We want a refund. Please can anyone tell us what is the likelyhood of getting one, and how best to go about it?
Of course, the salesman probably had it all planned out= sell us a secondhand returned one, with some discounts so we wouldn't be able to return it, because discounts negate the comfort guarantee. What a con.
And the quality? So flimsy underneath, it looked like it was made from cheap waterproof mattress covers.

As you say they did lie to you about it not being chemically treated, as memory foam has to be in order to comply with fire regulations, and to meet British standards. However the chemicals should have evaporated leaving almost no smell by delivery.

If I were you I would contact trading standards in the morning, as due to your allergy the mattress is unfit for purpose.

summer1284

As an employe of dreams for five years it has made me laugh reading your posts on here. Thank you to the people who have posted good things on here because people are quick enough on commenting on the bad service they have had with dreams but not on the good service and beleive me there are so many people who have had great experience shopping with dreams and have come back over and over again. Why would those customers come back if the service is so bad ?. i Have worked for 3 bed stores now and have first hand experience and dreams are not a ripp off what so ever there prices are very competertive with other stores. The problem is some customers want a top of the range porche for the price of fiesta.As for buying beds mattress online then good luck with that the amount of people i talk too that come in to my store who have made that mistake is unbeliveable. Although i would never deny there are some problems with delivery times etc. these problems are always rectifed as quickly as possible. There are clear terms and conditions on the back of your orders. so why not read them when you get home with a cup of tea if your not happy with them then if you had read them fully you would know your more than in your rights to cancel within 24hrs with no cancellation charge.
Sometimes its so frustrating reading these things when your on the other side because the customer is not always right.

Tim_Deegan

summer1284 wrote: »

As an employe of dreams for five years it has made me laugh reading your posts on here. Thank you to the people who have posted good things on here because people are quick enough on commenting on the bad service they have had with dreams but not on the good service and beleive me there are so many people who have had great experience shopping with dreams and have come back over and over again. Why would those customers come back if the service is so bad ?. i Have worked for 3 bed stores now and have first hand experience and dreams are not a ripp off what so ever there prices are very competertive with other stores. The problem is some customers want a top of the range porche for the price of fiesta.As for buying beds mattress online then good luck with that the amount of people i talk too that come in to my store who have made that mistake is unbeliveable. Although i would never deny there are some problems with delivery times etc. these problems are always rectifed as quickly as possible. There are clear terms and conditions on the back of your orders. so why not read them when you get home with a cup of tea if your not happy with them then if you had read them fully you would know your more than in your rights to cancel within 24hrs with no cancellation charge.
Sometimes its so frustrating reading these things when your on the other side because the customer is not always right.

As I've said before, even Dreams get it right occasionally as far as customer service goes.

So if Dreams are so good, then answer a few questions for me:

1. Are you saying that Dreams don't give a price promise on items that only Dreams sell?
2. Are you saying that Dreams don't inflate the RRP's to way above the prices for equivalent goods sold in other stores, and then make out that people are getting a huge bargain by reducing the price from the hugely inflated RRP's?
3. Are you saying that Dreams don't only display very limited specifications so that a lower spec product can be compared to a high spec one?
4. Are you saying that Dreams sales staff don't tell people things like "the more pocket springs the better" or "the more memory foam the better" in order to get them to spend more, when these statements simply aren't true?
5. Are you saying that Dreams sales staff don't try and talk customers into spending far more than they really need to?
6. Are you saying that Dreams actually have a genuine sale rather than just pushing the prices up to the so called RRP's for only a couple of weeks a year to comply with the law?
7. Are you saying that Dreams don't have loads of get out clauses on their so called comfort guarantee?

In my opinion the reason why Dreams have so many customers is because of the power of advertising, and that they are usually the big bed store in many towns.

toastie15

Hi we have nothing but trouble with these cowboys.We purchased over a £1000 of bedroom furniture from them over seven months ago.All the items originally was damaged and it's taken seven months to get down to just one more item out of 5 needing to be replaced.We have done all the chasing to dreams and the manufacturer in leeds.The last two scheduled deliveries was firstly last week when the lorry turned up with nothing on it for us and yesterday getting a phone call over two hours after they where due to come saying they were not.A word of advice never walk in to one of these stores the numpties in the store and in customer services coudn't care less once they have your money load of liars.We are now getting a full refund and might complain to trading standards.I also recently found out a friend of mine was working in a dream store doing some wiring and he managed to buy a memory foam mattress at cost £250.it was up for sale at £999.99.says it all really

Tim_Deegan

toastie15 wrote: »

I also recently found out a friend of mine was working in a dream store doing some wiring and he managed to buy a memory foam mattress at cost £250.it was up for sale at £999.99.says it all really

I've been telling people about the 400% mark up in many bed stores for ages, but people just don't believe me. At least you have backed me up. :T

TBeckett100

their sale that has been ending on "Monday" has been running for a year. I hate shops like this who thrive on made up prices and discounting them.

Having said that, dreams backed down on the 20% restocking charge when i filed a small claims and we settled on a 50/50 basis.

Tim_Deegan

TBeckett100 wrote: »

their sale that has been ending on "Monday" has been running for a year. I hate shops like this who thrive on made up prices and discounting them.

Having said that, dreams backed down on the 20% restocking charge when i filed a small claims and we settled on a 50/50 basis.

That's because a restocking charge is illegal.

Sulphur_Man

Another dissatisfied Dreams customer here

We spent close to £1600 pounds on a king-size double at Dreams Camberley branch on 17.01.10. As my wife was heavily pregnant at the time, we delayed delivery until Monday 8th February (tomorrow). Our lovely baby boy was born last Monday, 1st Feb, so plenty of time to get home and get ready for the bed delivery. I actually called Dreams Customer Services last Wednesday, the 3rd, to see if they could bring the delivery forward but was told "not possible" as they were all scheduled.

Yesterday, Saturday 6th, at 5:10 in the evening, (less than 48 hours before our delivery) a "Ben" from the delivery depot rang to say abruptly say that the delivery would not be happening, due to lack of stock of the bed base. He could offer nothing more than that, no apology, no idea of when stock would be available. He advised we call customer services, which closed at 5pm.....:mad:

We contacted the lady at Dreams Camberley who sold us the bed, who says she will chase this personally. She seems genuine and admitted this kind of behaviour is not unusual.

Basically, Dreams stock levels are false. Looking at the blurb on their website about customer service and deliveries they seem wide open for a challenge under the Trade Descriptions Act.

Sulphur_Man

Update - after a morning of telephone arguments with Dreams Customer Services, they are now scheduled to deliver the bed base and mattress this Friday, which is just inside their 28 day delivery deadline......

After asking some probing questions with both the Dreams shop in Camberley, the warehouse and the customer services, their problem is a simple one - the Dreams stock control 'system' does not reserve purchased goods at the point of sale.

The salesperson can only set a delivery date if goods are in stock. However, the warehouse just ships out goods on a first come-first serve basis. Stock availability is checked the afternoon before the next delivery day. So the goods you've ordered may be out-of-stock by the time your agreed delivery date arrives, because nothing is ever reserved against a purchase. Pathetic Pathetic Pathetic.

dorindamontgomery

How many people will buy a bed and then come home and before they do anything else sit down and read the terms and conditions of their purchase?
How fair is it that Dreams feel that it is ok to sting a customer for 20 percent of the original price of the bed which can be quite a sum and run into thousands of pounds just because they have changed their mind out of the 24 hour time limit to do so?
How anyone can defend the 24 cancellation policy Dreams have and blame it on the customer not having sat down to read thier terms and conditions within 24 hours of thier purchase?
Most shops give up to 28 days to cancel and have a refund Dreams gives just 24 hours!
How is it at all fair?
I bought something from Dreams on a Saturday- no-one there on a sunday by monday I had to either pay 20 percent of £1400 or agree to spending the same amount on another bed-
It took me ages to decide on which bed I wanted as a replacement and more problems with the delivery- when it arrived I realised they had given me a wrong mattress-Dreams did ring and ring- but after all the problems with them I am just happy never to have anything to do with such a dreadfull company!
How can anyone work for a company like that?

Just think about the amount of money the Dreams company earn every year just in cancellation fees alone without ever having actually sold anything to anyone?