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Comments:
NIGHTMARES !!!
1000's of beds in stock!
No you have to wait, because they don't have your bed in stock.
Plus when you get it... Can you put it together?
Can you afford to phone them, and waste your time.
March 2007 I bought a bed from Staines branch of Dreams. The draws in the bed buckled and bed itself started causing me back problems during the first 3 months so we returned to the store straight way and reported it. We were told to report it to Dreams customer service via telephone which we did. All this was in the first 4 months of having the bed. Since then we have been told that "Dreams do not do refunds" and all they are willing to do is send us replacement draws. The bed is not in use. When we purchased the bed we were told that we had a 6 month comfort period in which to change our minds. Even when we returned to the store initially to report the problem, we were told the same and a refund wouldn't be a problem. We have made numerous phone calls, emails and 5 letters. We have been hung up on, placed on hold and ignored. The bed has not been used since July 2007 and is still in new condition, except for the draws which were obviously faulty as buckled with next to no weight in them. Dreams left a voice message on my phone last week in response to my last letter and said they "do not do refunds" again and they are unwilling to do anything!!!
bought 2 adjustable beds from them in Oct 07. One is so noisy (not the motor the frame) that we cannot sleep on it. After loads of phone calls we got an "independant bed technician" sent out by them (ha Ha) he said he couldn't repair it and would submit a report about the state of the bed and how noisy it was - they now say that noise is not covered by their guarantee. How ridiculous is this.We are putting this in the hands of our solicitor as the beds cost 1700 pounds and we are unable to use one of them at all. They are a very very difficult company to deal with. Be warned.
Paid for bed in shop. Given delivery time 14-28 days. After 10 weeks the bed is still not in stock. We have telephoned customer service at least 12 times and waited 20-30 minutes to speak to someone. We have been promised a call back on 10 occasions and guess what - no calls back! They do not respond to emails either. If we had read other customers comments we would never have ordered from Dreams. If you still decide to buy from them make sure the salesman writes the delivery timescale on the front of the order. Read the small print on the back of the order form before you pay - their terms are considered to be unfair. You need to go through the small claims court to get your money back. Their service is complete rubbish.
The ordering process and delievery information was fine.
However we deceided to add a extra draw to the base.
All was okay until the delievery was made.
All the items arrived but with a extra base unit.The delievery crew would not take back the exta piece, (its a small flat and had to space for it).
The frustration started trying to contact customer services, which took 4 attempts waiting more than half an hour each time with a answer machine spurting "we value your custom".
Eventually we rang sales and got through with no problem, who transferred us back to the same line. An hour later we got the issue sorted.
Dreams need to focus on the after care service, which is letting them down.
Finally the delievery crew that collected the base couldnt find the address, and dispite been given direction by my daughter, was to say very rude to her.
Would I use Dreams beds, yes.
Would I recommend Dreams, yes.
Would I advice you to contact customer services, if you must be prepared for a long wait and a big telephone bill, or contact sales and get them to put you through.
Was told 4 weeks for 2 wardrobes, which when the time came turned into 6 weeks. After waiting in all day we phoned base and was told "manufacturing problems"-will be another three weeks but can't guarantee date.
I said that is not good enough, so cancelled order. After having to write a letter I waited for my deposit refund. Different timescales were given for credit card refunds After much phoning and my other half threatening to sit down in the store, three weeks later refund came. My friend from another store had exactly the same problem but with a bed. Been on Watchdog and should be again.
Headboard ordered June 2007, told it would be 2-4 week delivery - still not arrived. Lots of phone calls to expensive call centre (waiting 30 mins in queue each time before they answer)and calls/visits to shop (who cannot help at all). Sent letter of cancellation 2/9/07 requesting refund. Got phone call saying it will be delivered 10/9/07 - nothing came! Have now sent another letter demanding refund - ridiculous. Next stop 'Which' Legal Help Services.
Only a mattress but given the same run around as other customers.
Will be delivered on X - phone call the day before - sorry it will now be Y. Another phone call the day before - sorry cant deliver and we dont know when as we have stock problems.
So - I ring the sales line on their website and ask specifically "Im interested in this mattress do you have it in stock" "Yes - you can have it this Thursday or Friday"
"Is that definite" "Yes"
"So why am I being told that its out of stock"
splutter splutter - long pauses -- "ah well the time I gave you was only a lead time and not a delivery time"
I ordered a cabin sleeper on August 12th 2005 with the understanding that delivery would take 2 to 4 weeks. I received a letter at the end of the four weeks stating due to high demand of this particular item some orders had been delayed but the problem would be solved within the next 14 days. I phoned the branch I ordered the bed from 16 days after receiving the letter to find out what was happening with my order and was informed that I was looking at another 14 days and if I had not heard anything by the 10th October I was to ring back. I found this to be completely unsatisfactory so within guidance of the contract I wrote a letter giving 14 days notice of my intent to cancel my order. I received a phone call the following Monday to arrange delivery for Wednesday 5th. I received the bed but as I opened the boxes I noticed slight scratches and chips across the veneer, but what finally got me was one of the main end pieces was severely damaged, a piece of wood which had been screwed into the end piece had come out and scratched the veneer down into the chipboard with such force the screws had actually snapped.
I phoned the branch to complain and they said they would ring me back after contacting head office. They came back and offered me a 10% reduction to keep the bed, which frankly I found insulting. They said they could arrange collection and delivery of a new bed but could not say how long. Am I expected to wait another 8 weeks for another bed with no guarantee that that one would not be damaged also? I stated that this was not good enough and stated I wanted a full refund. I was told an independent company would send out an inspector to look at the goods and present me with my options. I find this absolutely appalling; they stated they did this as it protects them as a company and me as a consumer. How is this protecting me, even if the inspector agrees with me or not, in my opinion the goods are damaged and under the Sale and Supply of Goods Act 1994 they are required to supply goods of satisfactory quality and the goods I received are not good enough quality for the price I paid.
This situation has caused me nothing but aggravation, I had dismantled my childâÂ?Â?s bed in anticipation of the arrival of the new bed so currently in my sons room I have two dismantled beds and nowhere for him to sleep and so is sleeping with me as there is nowhere for me to store the bed.
In my opinion this bed was an ex-display model delivered to me to prevent them from having to give me a refund.
The inspectors arranged to come out on 24th October but this was cancelled and they are now not coming until November 2nd. I have contacted trading standards who said I should contact Dreams and give them a deadline to collect the bed as they were in breach of contract under the Sale of Goods Act. I phoned the customer service manager, John Catton, who said Dreams wouldnt collect the bed until it had been inspected as it was againt thier policy. Everywhere I turn I feel im bangin my head against a brick wall, as no one seems willing to step up and help me. Im now going to be stuck with a bed I dont want for 4 weeks while Dreams collect interest off my money.
The saga goes on - I am now told that my bed is lost and they have no idea when a replacement might be found. Promised two weeks when I asked for this to be confirmed in writing I was told that actually it could be anything between 2 - 6 weeks and they could not promise to deliver on a specific date, I was told "afterall we don't make the beds you know"!!! I asked for refund and was told that I had to go back to the shop but that this would take a few weeks to process. Why?
Yet again I hvae had to wait 20 minutes for my call to be answered. Yet again no one can help me and yet again no one is returning my calls. I am told by the call centre that the bed is available and a date is arranged. Then I am called the day before delivery (usually around 16.40) to say that this can't happen as the bed is not in at the delivery / dispatch site. This company is called Dreams, I would suggest another name Nightmares!
We bought a orthapaedic bed from Dreams,(Or we thought we had!),Now we are having problems, it seems that Dreams at Gateshead had been part of a franchise to Clark's Beds(?). They went bust. Now we are having problems about who pays for an engineer to come out.
We ordered a bed in January this year with a delivery date of approx 7 weeks. The delivery time was estimated so I left it for a further week and then chased the bed. When I called I was informed that the bed we had ordered had been discontinued 3 weeks ago, but we had no call to tell us this information - it took for me to chase the order to find out. We asked if they had any display beds available that we could have and funnily enough all the display beds had been used for customer orders in the same situation as us. We did get a refund but they tried to heavily persuade us first to order another bed from them. I knew other people that had problems with them and thought I would give them a chance - I will never buy from them again!!
We tried to buy a bed. Their advert said '1000's in stock for immediate delivery!' Two months later - no bed. This despite many promises and failed delivery dates. Last week, someone at the warehouse even claimed to have physicall checked that the bed was in stock ready to load. This was not true. The shop claimed the bases were the problem. The depot said the matresses were the issue. When I asked for a refund, I was told it would take at least 10 - 14 days to process. I have since learned that even with their 50% sale, they still make 100% on cost. Think hard before parting with money unless they guarantee a delivery date.
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
1000's of beds in stock!
No you have to wait, because they don't have your bed in stock.
Plus when you get it... Can you put it together?
Can you afford to phone them, and waste your time.
It is not worth it. Buy from another shop.
However we deceided to add a extra draw to the base.
All was okay until the delievery was made.
All the items arrived but with a extra base unit.The delievery crew would not take back the exta piece, (its a small flat and had to space for it).
The frustration started trying to contact customer services, which took 4 attempts waiting more than half an hour each time with a answer machine spurting "we value your custom".
Eventually we rang sales and got through with no problem, who transferred us back to the same line. An hour later we got the issue sorted.
Dreams need to focus on the after care service, which is letting them down.
Finally the delievery crew that collected the base couldnt find the address, and dispite been given direction by my daughter, was to say very rude to her.
Would I use Dreams beds, yes.
Would I recommend Dreams, yes.
Would I advice you to contact customer services, if you must be prepared for a long wait and a big telephone bill, or contact sales and get them to put you through.
I said that is not good enough, so cancelled order. After having to write a letter I waited for my deposit refund. Different timescales were given for credit card refunds After much phoning and my other half threatening to sit down in the store, three weeks later refund came. My friend from another store had exactly the same problem but with a bed. Been on Watchdog and should be again.
Only a mattress but given the same run around as other customers.
Will be delivered on X - phone call the day before - sorry it will now be Y. Another phone call the day before - sorry cant deliver and we dont know when as we have stock problems.
So - I ring the sales line on their website and ask specifically "Im interested in this mattress do you have it in stock" "Yes - you can have it this Thursday or Friday"
"Is that definite" "Yes"
"So why am I being told that its out of stock"
splutter splutter - long pauses -- "ah well the time I gave you was only a lead time and not a delivery time"
erm.......
I phoned the branch to complain and they said they would ring me back after contacting head office. They came back and offered me a 10% reduction to keep the bed, which frankly I found insulting. They said they could arrange collection and delivery of a new bed but could not say how long. Am I expected to wait another 8 weeks for another bed with no guarantee that that one would not be damaged also? I stated that this was not good enough and stated I wanted a full refund. I was told an independent company would send out an inspector to look at the goods and present me with my options. I find this absolutely appalling; they stated they did this as it protects them as a company and me as a consumer. How is this protecting me, even if the inspector agrees with me or not, in my opinion the goods are damaged and under the Sale and Supply of Goods Act 1994 they are required to supply goods of satisfactory quality and the goods I received are not good enough quality for the price I paid.
This situation has caused me nothing but aggravation, I had dismantled my childâÂ?Â?s bed in anticipation of the arrival of the new bed so currently in my sons room I have two dismantled beds and nowhere for him to sleep and so is sleeping with me as there is nowhere for me to store the bed.
In my opinion this bed was an ex-display model delivered to me to prevent them from having to give me a refund.
The inspectors arranged to come out on 24th October but this was cancelled and they are now not coming until November 2nd. I have contacted trading standards who said I should contact Dreams and give them a deadline to collect the bed as they were in breach of contract under the Sale of Goods Act. I phoned the customer service manager, John Catton, who said Dreams wouldnt collect the bed until it had been inspected as it was againt thier policy. Everywhere I turn I feel im bangin my head against a brick wall, as no one seems willing to step up and help me. Im now going to be stuck with a bed I dont want for 4 weeks while Dreams collect interest off my money.
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