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Myself and my husband orderd a super king divan from dreams which was deliverd on the 5th of November 2011. After about a month we noticed the mattress had a rip on the underside corner so called customer service and arranged for a technician to come (7th december) and asses it. They said it was a manufacture fault and would replace. So by this point I had to wait until after Christmas. Which we was sent out a replacement on the 6th of jan 2012 which haft I be sent back as was dirty and damaged. Then rang Customer service Again to report this and so was sent out another on the 7th of jan at this point after having 3 different mattresses and only having the bed a month decided to inspect the rest of the bed where we discoverd the base slats had cracks in the wood.! One through the length of wood which couldn't have possibly been done by us and was put together like it and one through the knot in the wood. This was then reported and again was sent out a replacement (8th jan) which as u guessed it was DAMAGED TOO. This one had rips on the top of the base down to the wood. So again this was reported and you guessed it another sent out this time we had actually paid to have 2 draws and now this one was deliverd with just 1.... This was the final straw. This had been going on since December 7th waiting and wondering having to keep taking time off work for all these deliveries which in turn ment us losing out on money which in this climate is difficult. So decided to ask for a refund after I was denied compensation for all the problems and inconvienience. As of yet I was promised a FULL REFUND and collection of goods on the 12th of jan but we are still waiting. This company is disgusting and the way it treats its customers is a disgrace. I have rung dreams nearly every day for the last fortnight and e-mailed each time I'm promised someone will ring me or I get told it takes 7 days then 5-10 days, each time it's different. And if myself and my husband do not receive our refund of £1279 before the end of business on the 23rd of January I will be contacting TRADING STANDARDS and WATCH DOG. As they supplied us continually with faulty goods.!.!!!!!
It is 903GX900. I'm still waiting for my full refund. And two weeks later, I have had no reply regarding my complaint. Staff at Slough store are very rude as well.
Finally got a refund...but for the wrong amount! They seem to have just made it up!
On the phone to customer services again. It has been a week since I emailed them with my complaint and still no reply. Awful customer service.
Hi Moxbrow. I am so sorry for the issues you have had. Would you please be able to supply me with your order number so that i can look into this issue for you? Thanks
27th November 2011
I went into the Slough store on to purchase my Bed (Verona Bed Stand).
I arranged for the bed to be delivered to my home address on Saturday 17th December.
Saturday 17th December 2011
The bed did not turn up. I tried to call up customer services, but the offices were closed by this point.
I got a call from the delivery guy at about 8.30pm (a few hours after it was meant to be delivered). He said that he had had too many deliveries that day, some of which in Swindon, and was not able to deliver my bed on time and would he be able to deliver it now. By this time, I was out of the house.
He had not tried to call me at any point during the day to tell me this, even though he lied and said that he had.
The guy said he would deliver the bed early the next day, which meant I had to get up early on a Sunday and had had a night without a mattress.
Sunday 18th December
When the bed finally arrived a day late on 18th December, the delivery driver did not apologise for the fact that my bed had been delivered a day late.
When my fiancé and I were putting the bed together we noticed that the headboard had spilt. I decided after looking at the bed fully and noticing yet another spilt on the leg, that I wanted a full refund and for the bed to be collected.
I tried to call customer services again with no reply. I rang the Dreams store in Slough and the manager tried all day to call customer services for me with no reply.
I went to John Lewis to purchase a bed there as I needed it by Friday 23rd December as an elderly relative was going to stay over that night and needed a proper bed to sleep in. I arranged for the John Lewis bed to be delivered on Friday 23rd in the morning. This was the earliest date they had available and it would mean that I have to put the bed together all my myself as my fiancé would be going to his parents on the 21st December. (I’m a female, size 8 and weight 8 stone – not exactly designed for building a bed on my own)
This also meant I had to take half a days holiday when I shouldn’t have had to…due to the Dreams bed being faulty and me not trusting their beds not to fall apart.
I wasted an hour of my time on the phone here.
Monday 19th December
The Slough store and I tried to call customer services all morning….no reply. I wasted 2 hours of my time on the phone here.
I finally got through in the afternoon.
I was promised a refund and that the bed would be collected on the morning of Friday 23rd December
I then got a call from the manager of the Slough store saying that he had also contacted customer services and that they were going to call me to arrange a date for collection.
I was confused as I thought I had already agreed a date for collection.
I then phoned customer services again who told confirmed that the bed would be collected on Friday 23rd December
Tuesday 20th December
I got a call in the morning saying that my bed was being collected today in the morning. I was meant to be working but I decided that Dreams are so retarded that it would be easier for me to take the morning off work and wait for the collection.
I therefore had to take another mornings holiday. I was not going to risk it being collected on Friday 23rd when it was meant to be collected. Due to their incompetency, I could bet that it would not be collected.
Bed was collected. The collection guy did not want to take the packaging from the bed but I persuaded him. He also moaned that he had to take off his shoes to go upstairs ( I didn’t want my new carpet damaged).
I was expecting a refund on my credit card in 3 working days time as promised
Friday 23rd December
Bed from John Lewis arrived in the morning
I had to put a bed together all by myself for my relative to sleep on that night
I also had to take the half days holiday in order to do this
Tuesday 3rd January 2012
After waiting 8 working days for a refund on my credit card, there was still no refund or pending refund when I checked my credit card account online.
I called up customer services at 4.15pm. After being in a queue for half an hour, the call went dead. Feeling very angry, having wasted half an hour when I was at work and nearly crying, I reluctantly called again.
I got through to a guy called Joseph after 25 minutes. He told me that the refund had been issued on the 20th December. He then put me on hold for another 15 minutes whilst he tried to find a transaction code.
He then told me that he couldn’t understand why I have no refund and that he had emailed the refund department.
He then told me that the refund department do not have a number to call and that he promised me he would call me back on my mobile when he got an email from the refund department. He expected this to be before 6pm when the refund department closes.
I told him that I doubted I would get a phone call. I didn’t get a phone call.
Wednesday 4th January
Surprise surprise……I still had received no phone call. I checked my credit card online again and still no refund or pending refund.
I called up Customer Services at 3pm. I spoke to Patrick at 3.15pm who was very rude and told me that the refund had been sorted out today for me.
I asked him why it hadn’t been refunded on the 20th December like it was meant to, and he fobbed me off with an excuse about it being Christmas and that it takes a while to process refunds.
This is ridiculous as it does not take this long to process refunds. I have had other refunds come back onto my credit card during the Christmas period with no issues.
There was no apology about the refund taking so long and no apology or explanation as to why no-one bothered to call me back today.
Today is the 6th January and as yet, I still have no refund!
bought a bed, not cheap, the timber slats were so thin and of such poor quality that the bed sags and I was worried that they would break.Brand new bed of such inferior quality that you are afraid to roll over?? Not good.
Spoke to staff in store - Not interested. They were happy for me to speak to somebody on the phone though as long as I left the store. Phone staff not interested.
Went to wickes bought some more timber for extra slats and some MDF board to spread the load to reduce the chances of the slats breaking. Should I really need to do this with a new bed?.
Dear bealovernotahater,
The reason you delivery guys get all the flack is because dreams customer services team cannot get in touch with it's warehouse/delivery team, no communication, rubbish 'systems' and total lack of regard for it's customers, unfortunately you guys are the only face us customers get to see and customer services is so poor, most customers end up totally furious. I tried to cancel a delivery (of a replacement headboard as the first one was damaged) with dreams and could not get through to customer services in time resulting in failed delivery, customer services rescheduled delivery twice and so far both deliveries have not happened, I've emailed a complaint, I've spoken to customer services, I still don't have my headboard. No communication = grumpy customers who have paid a small fortune for nothing but hastle:( I'll try really hard not to be grumpy with the delivery team when and if my very expensive headboard finally arrives but when customer services don't 'service' their customers someones gonna end up taking the brunt of peoples frustrations) happy new year
Perhaps now would be a good time to interject with some ‘nightmare’ examples of dealing you, the wonderful general public!? Sadly, there is a selected few of you (a proportion of which seem to have mustered enough intelligence to switch on a computer, however, I can see you have managed to achieve this only by the exhilarating possibility of complaining in a brand new format) that believe your entitlement to make completely unrealistic demands by shouting, swearing and being obscenely rude has been justifiably earned by years of acting as unreasonably as possible until the recipient finally gives in so you go away. Previous experiences include being verbally and physically threatened, being asked for exact times for deliveries (because I’m obviously not only delivering all the beds in the back of my hatch back car but also have a crystal ball that tells me how much traffic there will be, how long I’ll be at each customers house and how many drops there’ll be that day), answering the phone continuously to the same person who keeps ringing to see if I’ve rang customer services for THEM because they haven’t got time to ‘waste’ where as I obviously have as my job description of ‘Sales Consultant’ is simply a rouse to hide my secret identity as a fully qualified ‘customer service contact representative’, being blamed for goods not fitting (because when I was at the customers house the other night for tea and cake I forgot to measure their stairs….silly dizzy headed me, what am I like!) then complaining at the ‘charges’ because naturally the costs involved with transporting goods from supplier to distribution to the customers door is free in magic fairy land!...being called ridiculous, stupid, discussing and pathetic amongst other things. If I could be so bold as to offer you all some invaluable advise, if you have a problem, ring the correct department; it’ll save you all that time you can’t waste. Be polite! Loose your temper, loose the argument I always say! Don’t tell fibs, you will always get found out and finally, take up a hobby. It’ll give you something nice to focus on and stop you having so much hate for other humans. That’s it from me tutty bye and look forward to seeing you ‘just looking thank you’ soon :)
My auntie purchased a king size divan bed and matteress from dreams as a moving in present for myself and my partner, just a matter of days after it was delivered the springs came through the fabric, there was no padding on top of the springs. I phones to complain as my aunt also purchased a 10 year warranty on the matteress and they informed me that the matteress was not meant for everyday use it was designed as a spare bedroom matteress, which they forgot to inform me at the time of purchase. They sent a independent company out to inspect the matteress who was disgusted with the condition of it and took photographs. He told me they would contact me within 2 weeks to arrange a replacement. 6 weeks later after numerous phone calls they told me that they had lost the report so another man had to come out. A out a month later they delivered the same matteress and yet again the matteress is in the same state and has actually caused me back problems .
It wasn't a cheap matteress and I'm disgusted with the quality and service I have received so I will be going to watchdog or the ferret and taking legal action as a result of the back problems which I am suffering from as a result of the matteress. As I did not have back problems prior to sleeping on the bed. I will never buy from dreams again and neither will my extensive family or friends.
DONT EVER BUY FROM DREAMS PLC. We ordered a bedroom suite on the Saturday from the Inverness Store and then by Tuesday Morning we cancelled. We paid £344 deposit and Dreams informed us they had a 24 hour cancellation policy and kept our deposit. No furniture, labour or time was used so they have blatantly ripped us off!!! no one in the store talked us through their terms and conditions or even mentioned a 24 hour cancellation!! Consumers usually have 7 day cooling off period - even when bought instore. Its disgusting and the staff ought to be sacked
Nightmare! Purchased a bed and memory mattress from Dreams costing £1500 (approx). Took a ten year guarantee. After two years the memory mattress collapsed and was eventually replaced. It was replaced by a Dreams mattress which after only 9 month usage had a 1" dip in the middle of the mattress. Reported the issue and to cut a long story short Dream say its normal wear and is expected.
Dealing with Morons at customer service even though I sent them pictures of the dip in the bed which they have ignored! Next step will be BBC WatchDog since idiots like Dreams need to be on the rogue gallery...
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.
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Comments:
On the phone to customer services again. It has been a week since I emailed them with my complaint and still no reply. Awful customer service.
DreamsPete at 10th Jan 2012, 07:12AM
DreamsPete at 9th Jan 2012, 07:36AM
I went into the Slough store on to purchase my Bed (Verona Bed Stand).
I arranged for the bed to be delivered to my home address on Saturday 17th December.
Saturday 17th December 2011
The bed did not turn up. I tried to call up customer services, but the offices were closed by this point.
I got a call from the delivery guy at about 8.30pm (a few hours after it was meant to be delivered). He said that he had had too many deliveries that day, some of which in Swindon, and was not able to deliver my bed on time and would he be able to deliver it now. By this time, I was out of the house.
He had not tried to call me at any point during the day to tell me this, even though he lied and said that he had.
The guy said he would deliver the bed early the next day, which meant I had to get up early on a Sunday and had had a night without a mattress.
Sunday 18th December
When the bed finally arrived a day late on 18th December, the delivery driver did not apologise for the fact that my bed had been delivered a day late.
When my fiancé and I were putting the bed together we noticed that the headboard had spilt. I decided after looking at the bed fully and noticing yet another spilt on the leg, that I wanted a full refund and for the bed to be collected.
I tried to call customer services again with no reply. I rang the Dreams store in Slough and the manager tried all day to call customer services for me with no reply.
I went to John Lewis to purchase a bed there as I needed it by Friday 23rd December as an elderly relative was going to stay over that night and needed a proper bed to sleep in. I arranged for the John Lewis bed to be delivered on Friday 23rd in the morning. This was the earliest date they had available and it would mean that I have to put the bed together all my myself as my fiancé would be going to his parents on the 21st December. (I’m a female, size 8 and weight 8 stone – not exactly designed for building a bed on my own)
This also meant I had to take half a days holiday when I shouldn’t have had to…due to the Dreams bed being faulty and me not trusting their beds not to fall apart.
I wasted an hour of my time on the phone here.
Monday 19th December
The Slough store and I tried to call customer services all morning….no reply. I wasted 2 hours of my time on the phone here.
I finally got through in the afternoon.
I was promised a refund and that the bed would be collected on the morning of Friday 23rd December
I then got a call from the manager of the Slough store saying that he had also contacted customer services and that they were going to call me to arrange a date for collection.
I was confused as I thought I had already agreed a date for collection.
I then phoned customer services again who told confirmed that the bed would be collected on Friday 23rd December
Tuesday 20th December
I got a call in the morning saying that my bed was being collected today in the morning. I was meant to be working but I decided that Dreams are so retarded that it would be easier for me to take the morning off work and wait for the collection.
I therefore had to take another mornings holiday. I was not going to risk it being collected on Friday 23rd when it was meant to be collected. Due to their incompetency, I could bet that it would not be collected.
Bed was collected. The collection guy did not want to take the packaging from the bed but I persuaded him. He also moaned that he had to take off his shoes to go upstairs ( I didn’t want my new carpet damaged).
I was expecting a refund on my credit card in 3 working days time as promised
Friday 23rd December
Bed from John Lewis arrived in the morning
I had to put a bed together all by myself for my relative to sleep on that night
I also had to take the half days holiday in order to do this
Tuesday 3rd January 2012
After waiting 8 working days for a refund on my credit card, there was still no refund or pending refund when I checked my credit card account online.
I called up customer services at 4.15pm. After being in a queue for half an hour, the call went dead. Feeling very angry, having wasted half an hour when I was at work and nearly crying, I reluctantly called again.
I got through to a guy called Joseph after 25 minutes. He told me that the refund had been issued on the 20th December. He then put me on hold for another 15 minutes whilst he tried to find a transaction code.
He then told me that he couldn’t understand why I have no refund and that he had emailed the refund department.
He then told me that the refund department do not have a number to call and that he promised me he would call me back on my mobile when he got an email from the refund department. He expected this to be before 6pm when the refund department closes.
I told him that I doubted I would get a phone call. I didn’t get a phone call.
Wednesday 4th January
Surprise surprise……I still had received no phone call. I checked my credit card online again and still no refund or pending refund.
I called up Customer Services at 3pm. I spoke to Patrick at 3.15pm who was very rude and told me that the refund had been sorted out today for me.
I asked him why it hadn’t been refunded on the 20th December like it was meant to, and he fobbed me off with an excuse about it being Christmas and that it takes a while to process refunds.
This is ridiculous as it does not take this long to process refunds. I have had other refunds come back onto my credit card during the Christmas period with no issues.
There was no apology about the refund taking so long and no apology or explanation as to why no-one bothered to call me back today.
Today is the 6th January and as yet, I still have no refund!
Spoke to staff in store - Not interested. They were happy for me to speak to somebody on the phone though as long as I left the store. Phone staff not interested.
Went to wickes bought some more timber for extra slats and some MDF board to spread the load to reduce the chances of the slats breaking. Should I really need to do this with a new bed?.
Quality poor , staff abysmal
The reason you delivery guys get all the flack is because dreams customer services team cannot get in touch with it's warehouse/delivery team, no communication, rubbish 'systems' and total lack of regard for it's customers, unfortunately you guys are the only face us customers get to see and customer services is so poor, most customers end up totally furious. I tried to cancel a delivery (of a replacement headboard as the first one was damaged) with dreams and could not get through to customer services in time resulting in failed delivery, customer services rescheduled delivery twice and so far both deliveries have not happened, I've emailed a complaint, I've spoken to customer services, I still don't have my headboard. No communication = grumpy customers who have paid a small fortune for nothing but hastle:( I'll try really hard not to be grumpy with the delivery team when and if my very expensive headboard finally arrives but when customer services don't 'service' their customers someones gonna end up taking the brunt of peoples frustrations) happy new year
It wasn't a cheap matteress and I'm disgusted with the quality and service I have received so I will be going to watchdog or the ferret and taking legal action as a result of the back problems which I am suffering from as a result of the matteress. As I did not have back problems prior to sleeping on the bed. I will never buy from dreams again and neither will my extensive family or friends.
Dealing with Morons at customer service even though I sent them pictures of the dip in the bed which they have ignored! Next step will be BBC WatchDog since idiots like Dreams need to be on the rogue gallery...
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
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