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Comments:
id just like to say 1. you customer are NOT ALWAYS RIGHT. and over react about the smallest of things.
3. a customer service advisor is a human being! i would like to see you have the same conversation with a member of customer service face to face the way you do over the phone.
and last but not least, NIGHTMARES...is getting boring. yawn. come up with something origional.
bye for now. xx
I went to Dreams (Parc Pensarn,Carmarthen) to look around and consider buying a bed. The Sales Manager offered me £80 discount if I bought on the day, and I was assured of their 30 day comfort guarantee – that if I was not happy with the mattress I could upgrade to a better mattress if I paid the difference in the price of the mattress, plus delivery charge. So after testing a particular mattress for some considerable time I purchased that mattress, plus Nicole bedstead. The bed was delivered in under a week.
When I came to put the bed together, however, I found that the instruction leaflet described a slat frame that was supposed to be supplied with the bed. The nuts and bolts to fasten this frame were included in the packaging, but no such slat frame was supplied – only some basic slats.
When I started to sleep on the mattress I found it was incredibly soft, dipping in considerably when I laid on it. It offered no support for my back and very quickly I developed considerable lower back pain.(I could put my hands on either side of the mattress and when pressing them together I could almost touch my hands, that’s how soft it was.) The mattress that was delivered was definitely not of the same quality as the mattress I tested on the shop floor.
I telephoned the shop to say I had problems with the bed but I was told I must speak to Customer Services. I rang Customer Services who were extremely unhelpful to the point of being rude. I asked to be put through to the supervisor but they refused and then cut me off. I rang again but was then told it was an ex-display model therefore the comfort guarantee was not applicable, and I would have to take this up with the shop. When I telephoned the shop they told me it was a brand new mattress, not ex display, and I would have to ring customer services because they themselves only dealt with sales.
Customer Services told me:
With regard to the bed frame they could send me a new leaflet describing the slats, or if I paid £60 extra I could have the frame!
With regard to the mattress, I was apparently not eligible for the 30 day comfort guarantee because I had had a discount! (For anyone considering buying a mattress from Dreams be aware of this – it is on the invoice/receipt that they supply to you after you have paid your money.)
They eventually told me they would consider allowing me to upgrade if I repaid the discount along with the extra cost of an upgraded mattress and a further delivery charge. They insisted that the discount was against the mattress not the whole purchase (although nowhere on the invoice does it say this)and therefore they wanted the whole of the discount repaid.
I again talked to the shop manager who said he couldn’t help me and I would have to speak to customer services.
I have now lost all faith in this company and am most unwilling to give them any more money – it would seem to be sending good money after bad.
I believe their customer service to be abysmal, and that they are a sales driven company that have no interest in your personal comfort whatsoever. All I can say is that if you don’t want your dreams to turn into a nightmare do not buy your bed from Dreams!
The worst Company I have ever dealt with. Did not call to inform me that my order was not in stock. I called them on the day of delivery to find out the bad news. Then my refund was delayed by 2 weeks till the 1st of April (some fool I was) I suspect this was to show a healthy end of financial year return. When I did eventually get my refund it was for 39 pounds less as this is what they were charging me for the plastic mattress cover I used to get rid of my old mattress in. Robbing gits is all I can say. My advice to anyone reading this would be to take your business to any other store apart from Dreams. Additionally I would recommend to anyone from Dreams who is reading this that you consider a brand change, marathon became snickers you could re-brand to nightmares.
I would just like to pass on my family`s experience of "Dreams". My Grandmother ordered a single bed from Dreams store in Colchester. All was well, money taken on the spot etc. etc. Come day of delivery a most unhelpful delivery man stepped into the house and looked at the stairs and said "it won`t go up those stairs". This is depsite many double beds and large wardrobes going up and down those stairs over the years. A premium was paid for delivery to the bedroom too! The bed was then taken away. A quick phone call to Dream was most uneventful and the Customer Service Centre was the same. At first Dream were not going to offer a refund! Several phone calls later and some VERY rude staff at the Colchester Dreams Store (who refused to help as they had a display to attend to!) and a refund was offered minus 20% "service" charge. We have currently got this down to 15%, but Dream`s own terms and conditions are automatically overidden by Consumer Law and a Customers Statutary rights. We have no good and a most unhelpful company and they want nearl £200 for "service". Citizens Advice and Consumer Direct all say Dreams are basically breaking the law. Keep fighting Dreams PLS people!
Consumers need to make themselves aware of the facts before moaning about companies.
It is the customers responsability to read the terms and conditions, they are provided at point of sale, and are not the sales assistants responsability to go through.
Also the law states that consumers are not entitled to refunds unless the goods are deemed faulty-and that doesn't mean you deciding it is!!!
Another thing to point out, is that the person on the end of the phone is only doing their job, and they will do more to help you if you are nice - imagine having to work in customer services, people only ever call to complain, they don't deserve to be shouted at, threatened or abused.
Consumers need to make themselves aware of the facts before moaning about companies.
It is the customers responsability to read the terms and conditions, they are provided at point of sale, and are not the sales assistants responsability to go through.
Also the law states that consumers are not entitled to refunds unless the goods are deemed faulty-and that doesn't mean you deciding it is!!!
Another thing to point out, is that the person on the end of the phone is only doing their job, and they will do more to help you if you are nice - imagine having to work in customer services, people only ever call to complain, they don't deserve to be shouted at, threatened or abused.
Don't get me started about Dreams!! 7 months ago we ordered a bed frame and a Millbrook zip and link mattress at a total cost of over £2,000. The mattress that was delivered is too short for the bedframe and the standard fitted bedding is too big for it. We went through the usual complaints with them and after Millbrook sent a technician out to view it they said there was nothing wrong with the mattress. So we went to trading standards and they advised us the next steps to take which we followed with no sucess. We are now going throught the Furniture Ombudsman to try and make them take the mattress back. In the mean time we can't use it as they told us if we did we forfeit any chance of having it taken back as it would be classed as second hand. So we have a £1,500 of mattress stacked in the spare room waiting for a decision from FIRA. If we get no joy with them we will have to go to small claims court. They are truly the worse comapny I have ever had the mis-fortune to buy from and if you are reading this please DO NOT buy anything from them as they just don't want to know once you have the goods.
Dreams are a sad excuse for a company, i ordered my double bed and mattress in January and was told the waiting time was 7weeks, 2 days before scheduled delivery they rang and said it wouldn't be in the country for another 3 weeks, however the mattress still arrived on the initial date, on the second delivery day i received a text from dreams saying that they would call soon to place the 2 hour delivery slot an hour later "Yeah soz it's damaged it'll be another 3 weeks and the supplier has changed so it won't be the exact bed you ordered". I lost my cool and got angry since my daughter has now been sleeping on the floor and living in her room with a double mattress on the floor for 6 weeks, yesterday was the third delivery date the bed arrived and we unpacked it to find that the sprung slats we paid extra for weren't present, i called them and gave them a piece of my mind and they answered as if they expected my call and knew that they'd gotten the order wrong, it will now be another week until my daughter has a bed. When we told her she burst into tears, she's tired of being messed about.
TOTAL WAIT: 14 WEEKS
THINGS MY DAUGHTER HAS TO DEAL WITH:
SLEEPING ON THE FLOOR
LIVING WITH A DOUBLE MATTRESS ON THE FLOOR
A ROOM FULL OF UNNECESSARY CARDBOARD PACKAGING
I bought a bed from them in January and was ordered in February.On openning the mattress package we noticed a strong smell. As it was late and our old bed was dismantled we had no option to sleep on. The next morning we awoke with terrible headaches. We left the windows open and eventually I made to work. I found a rash on my hand where just before leaving for work, I had rubbed it over the mattress. When I arrived home this smell had got even worse.
During the afternoon my wife had contacted customer services. They were very unsympathetic and unhelpful. Eventually they agreed to send an independent company to vet the mattress. But this was only after being threatened with trading standards, as we had contacted our local trading standards in Medway, who by the way are excellent. Eventually the independent company inspected the mattress and reckoned that to much fire retardent had been applied. Dreams agreed that the mattress is faulty but at first refused to refund but changed their minds when trading standards were brought up.
They have now refunded to the credit but we are now in dispute about the amount refunded.
It is just all trouble with dreams.
Spread the word - do not go near dreams.
First of all, the salesman that I dealt with informed me that Dreams manufacture their own beds. This seems to contradict with the information that the Dreams employee is providing on this site.
I actually got my beds delivered on time. Unfortunately the delivery service was a poor experience. Even before they entered the property they wanted me to sign their paperwork to accept liability for any damages that they might cause.
I refused at first, resulting in the younger less experienced delivery man threatening to leave the items ordered in the driveway. Then the more experienced delivery man assured me that there would be no problems and dreams would sort out any problems.
The driver did ask me to sign a second time to accept that all the items had been delivered in good condition. This I refused to do until they actually delivered the items.
I had a few problems with the wooden bedsteads that were delivered. The metal brackets on the side rails are poorly positioned so that they are not properly flush with the metal plates on the headboard.
The central leg on the metal frame of the sprung slats, extends out but fails to reach the floor. When I contacted customer service they told me that when weight is put on the bed, the central leg would touch the floor. This is absolutely absurd.
If I could turn back time I would have saved some money including the excessive £32 delivery by buying a cheaper bedstead from Argos.
Dreams is a con - a poor company - and I advise everyone to avoid it.
I work for Dreams, and like any other retailers, items can run late and yes items can be damaged, what all of you with too much time on your hands dont realise is that 'Dreams' is a middle man for the larger manufacturers. If they run late unfortunatly so do we, also alot of this complaining that is going on below could be sorted and avoided by customers simply listening to the staff and reading your invoice when you get home or at the shop.
Just to clarify a few things as its sites like these that make it difficult for a sales person like myself to sell the products im employed too. If you read your invoice it clearly states that you have a 40 night comfort guarentee, NOT 6 MONTHS like i have read in a few of these complaints, if you have a genuine comlpaint atleast be honest enuf to tell the truth. The delivery date on the invoice also clearly states that the delivery time is approx, none of the sales people in Dreams will purposely lie to a customer to get a deal, because none of us get paid for your sale until the goods are in your bedroom!!!!! So why would we lie about the delivery date. As i said before, items run late, thats the way the world works.
I would say that a VERY large percentage of our customers are extremely happy with the service that we provide and the products that we sell, the majority of sales that I have as a sales person in belfast are from 'come backs' or 'word of mouth'.
SO BEFORE YOU COMPLAIN ON HERE ..... THINK ...... HAS THE BED RUNNING LATE OR DAMAGED BED REALLY BEEN SUCH AN INCONVIENCE AND WORLD ENDING ISSUE THAT YOU WOULD VENT YOUR ANGER TO MILLIONS ON THE INTERNET AND JEOPARDISE THE ABILITY FOR SALES PEOPLE LIKE MYSELF TO PAY BILLS ..... IF SO THEN I AM SORRY, BUT I REALLY THINK THAT ITS NOT THAT BAD.
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!!
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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:
3. a customer service advisor is a human being! i would like to see you have the same conversation with a member of customer service face to face the way you do over the phone.
and last but not least, NIGHTMARES...is getting boring. yawn. come up with something origional.
bye for now. xx
When I came to put the bed together, however, I found that the instruction leaflet described a slat frame that was supposed to be supplied with the bed. The nuts and bolts to fasten this frame were included in the packaging, but no such slat frame was supplied – only some basic slats.
When I started to sleep on the mattress I found it was incredibly soft, dipping in considerably when I laid on it. It offered no support for my back and very quickly I developed considerable lower back pain.(I could put my hands on either side of the mattress and when pressing them together I could almost touch my hands, that’s how soft it was.) The mattress that was delivered was definitely not of the same quality as the mattress I tested on the shop floor.
I telephoned the shop to say I had problems with the bed but I was told I must speak to Customer Services. I rang Customer Services who were extremely unhelpful to the point of being rude. I asked to be put through to the supervisor but they refused and then cut me off. I rang again but was then told it was an ex-display model therefore the comfort guarantee was not applicable, and I would have to take this up with the shop. When I telephoned the shop they told me it was a brand new mattress, not ex display, and I would have to ring customer services because they themselves only dealt with sales.
Customer Services told me:
With regard to the bed frame they could send me a new leaflet describing the slats, or if I paid £60 extra I could have the frame!
With regard to the mattress, I was apparently not eligible for the 30 day comfort guarantee because I had had a discount! (For anyone considering buying a mattress from Dreams be aware of this – it is on the invoice/receipt that they supply to you after you have paid your money.)
They eventually told me they would consider allowing me to upgrade if I repaid the discount along with the extra cost of an upgraded mattress and a further delivery charge. They insisted that the discount was against the mattress not the whole purchase (although nowhere on the invoice does it say this)and therefore they wanted the whole of the discount repaid.
I again talked to the shop manager who said he couldn’t help me and I would have to speak to customer services.
I have now lost all faith in this company and am most unwilling to give them any more money – it would seem to be sending good money after bad.
I believe their customer service to be abysmal, and that they are a sales driven company that have no interest in your personal comfort whatsoever. All I can say is that if you don’t want your dreams to turn into a nightmare do not buy your bed from Dreams!
It is the customers responsability to read the terms and conditions, they are provided at point of sale, and are not the sales assistants responsability to go through.
Also the law states that consumers are not entitled to refunds unless the goods are deemed faulty-and that doesn't mean you deciding it is!!!
Another thing to point out, is that the person on the end of the phone is only doing their job, and they will do more to help you if you are nice - imagine having to work in customer services, people only ever call to complain, they don't deserve to be shouted at, threatened or abused.
It is the customers responsability to read the terms and conditions, they are provided at point of sale, and are not the sales assistants responsability to go through.
Also the law states that consumers are not entitled to refunds unless the goods are deemed faulty-and that doesn't mean you deciding it is!!!
Another thing to point out, is that the person on the end of the phone is only doing their job, and they will do more to help you if you are nice - imagine having to work in customer services, people only ever call to complain, they don't deserve to be shouted at, threatened or abused.
TOTAL WAIT: 14 WEEKS
THINGS MY DAUGHTER HAS TO DEAL WITH:
SLEEPING ON THE FLOOR
LIVING WITH A DOUBLE MATTRESS ON THE FLOOR
A ROOM FULL OF UNNECESSARY CARDBOARD PACKAGING
Dreams - You mean nightmares
I bought a bed from them in January and was ordered in February.On openning the mattress package we noticed a strong smell. As it was late and our old bed was dismantled we had no option to sleep on. The next morning we awoke with terrible headaches. We left the windows open and eventually I made to work. I found a rash on my hand where just before leaving for work, I had rubbed it over the mattress. When I arrived home this smell had got even worse.
During the afternoon my wife had contacted customer services. They were very unsympathetic and unhelpful. Eventually they agreed to send an independent company to vet the mattress. But this was only after being threatened with trading standards, as we had contacted our local trading standards in Medway, who by the way are excellent. Eventually the independent company inspected the mattress and reckoned that to much fire retardent had been applied. Dreams agreed that the mattress is faulty but at first refused to refund but changed their minds when trading standards were brought up.
They have now refunded to the credit but we are now in dispute about the amount refunded.
It is just all trouble with dreams.
Spread the word - do not go near dreams.
I actually got my beds delivered on time. Unfortunately the delivery service was a poor experience. Even before they entered the property they wanted me to sign their paperwork to accept liability for any damages that they might cause.
I refused at first, resulting in the younger less experienced delivery man threatening to leave the items ordered in the driveway. Then the more experienced delivery man assured me that there would be no problems and dreams would sort out any problems.
The driver did ask me to sign a second time to accept that all the items had been delivered in good condition. This I refused to do until they actually delivered the items.
I had a few problems with the wooden bedsteads that were delivered. The metal brackets on the side rails are poorly positioned so that they are not properly flush with the metal plates on the headboard.
The central leg on the metal frame of the sprung slats, extends out but fails to reach the floor. When I contacted customer service they told me that when weight is put on the bed, the central leg would touch the floor. This is absolutely absurd.
If I could turn back time I would have saved some money including the excessive £32 delivery by buying a cheaper bedstead from Argos.
Dreams is a con - a poor company - and I advise everyone to avoid it.
Just to clarify a few things as its sites like these that make it difficult for a sales person like myself to sell the products im employed too. If you read your invoice it clearly states that you have a 40 night comfort guarentee, NOT 6 MONTHS like i have read in a few of these complaints, if you have a genuine comlpaint atleast be honest enuf to tell the truth. The delivery date on the invoice also clearly states that the delivery time is approx, none of the sales people in Dreams will purposely lie to a customer to get a deal, because none of us get paid for your sale until the goods are in your bedroom!!!!! So why would we lie about the delivery date. As i said before, items run late, thats the way the world works.
I would say that a VERY large percentage of our customers are extremely happy with the service that we provide and the products that we sell, the majority of sales that I have as a sales person in belfast are from 'come backs' or 'word of mouth'.
SO BEFORE YOU COMPLAIN ON HERE ..... THINK ...... HAS THE BED RUNNING LATE OR DAMAGED BED REALLY BEEN SUCH AN INCONVIENCE AND WORLD ENDING ISSUE THAT YOU WOULD VENT YOUR ANGER TO MILLIONS ON THE INTERNET AND JEOPARDISE THE ABILITY FOR SALES PEOPLE LIKE MYSELF TO PAY BILLS ..... IF SO THEN I AM SORRY, BUT I REALLY THINK THAT ITS NOT THAT BAD.
Rant Over
Ricky
Dreams Employee
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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