Dreams bed Superstore??? Complaints?

A question about : Dreams bed Superstore??? Complaints?

Hi all,

I recently ordered a bed from Dreams, i spent nearly Ј800 and was told the bed would be delivered the next week, i was then called up to say it would be ten days later than expected which was fine, the day of delivery i arranged to have the carpets cleaned and the bed put together by a handyman i know, the bed turned up and we opened the packages in the room the bed was going into, there was severe damage to one side piece the headboard and the bit the mattress was to sit on was missing, i re ordered the bed through customer services who said this was the only thing they could do which took another week, this meant me sleeping on the sofa for a week with kidney problems. When they put the new bed together they discovered the mattress was too small, so they re-ordered another one which took another four weeks.

I contacted them about this requested some compensation for the fact that my bed was not complete and all the hassle it took to get another one and they said it was my fault because i had opened the bed myself so they could not be held responsible for any damage, even though their delivery people had put the packaging in the room themselves, i mean how are you supposed to know if there is damage unless you open the boxes which weren't damaged themsselves.

I would like to know if anyone else has had similar problems with dreams and how they resolved them? They didn't even mention the mattress issue.

Carli

Best answers:

• Hi everyone , nice to be on this amazing forum, just wanted to add my experience with DreamsPLC . Ordered a bed 3 wks ago ,from their " Sale"( Lightening Fast Delivery!! Excellent customer service , LOL ). Having done some research on here ,it would appear that they are having a laugh at customers right from the word go! It is, I take it from their customer helpline, standard practice, to make you wait a month, for your bed, not to answer E mails ,unless it suits them , and not to answer the phone or cut you off. Considering they take your money ,the day you order over the net ,and make you wait 28 days ,its a disgrace. While I am resigned to waiting the month ,(why is their no stock of a sale item for gods sake!) I have considered trying to ask for my money back ,but not sure if thats an easy thing to do?
  As I said ,nice to be here !
• Oh dear, i was going to buy a kids bed from there as the price was really good. Might take a chance as i have bunk beds for now. Hope you get the problem sorted OP.
• Hi Again ,Just a quick note to my "moan " from above ,I rang the local Dreams shop at Shrewsbury ,and asked the lady who answered ,if I could change my order for a bed of the same value ,that was being advertised that very day! She said she could not ,which was no suprise ,and that every bed came from a central warehouse! ,but she asked which one had been ordered ,and when I said Oakwood ,she looked on her computer and it told her there was a 5 week wait for that one and 2 weeks on the one I had enquired about. As I,ve already waited 3 weeks it makes no sense to change ,but the realisation has now sunk in ,how basically they take the orders on the "Sale" beds and then just send them out when they are made!! So much for the Lightening Fast delivery advertised on the local radio! Also another giraffe ,is the very large page devoted to Satisfied customers and the wonderful customer service,Yea Right!! I wont rush to buy again and the bed is going right back if there is the slightest problem.
• Do they not state an estimated delivery time when you place the order? Many companies do a similar thing of ordering in stock to fulfill customer orders, but they usually at least state which items can be delivered under their advertised Ts and Cs and which will have a waiting time. And if you have paid extra for deilvery then that should at least be refunded if they fail to deliver within a reasonable time.
• Well in my case ,they sent ,what I persume is a standard letter
  The estimated delivery time of your order will be 14-28 days,there is no need to chase as our despatch co-ordinators will contact you as soon as your goods are available. For customers who have also ordered products with a 7-14 day lead time, the estimated delivery time for your complete order will be 14-28 days. This is because everything will be dispatched to you when the entire order is ready. Smaller items such as pillows and duvets will however be dispatched independently within 5 working days by post or courier. Then received a letter 10 days after order placed ,telling me in the next 21-28 days!! They have never replied to ANY e mails I have sent ,and have the cheek to send an automated E mail offering discounts on more stuff. I suppose I realise , just how they operate . I shall wait till 30 days is up and if they cant deliver in the following 7 ,I shall ask for money back ,and put this one down to experience.
• I'm going to send them another letter i think, does anyone have any suggestions as to what to put in it? x
• You should worry! I made the fatal error of going to buy a new, expensive Superking bed from Dreams. They advised which one to have: we tried it in the shop and said "It seems a bit hard". The salesman reassured us that it would be fine, and said that if it proves too hard after we've tried it for four weeks, we have the Dreams Comfort Guarantee that says they'll change it for another mattress of equal or higher value. They took 4 weeks to deliver, and it was indeed too hard. My wife was taken into hospital three weeks after it arrived, and nearly died. While she was in, I phoned to say the mattress was very uncomfortable and we'd be invoking the guarantee. Since I didn't trust Dreams advice any more, I phoned the bed manufacturer, and asked their advice. They told me which mattress from their range would be suitable. I called Dreams to "invoke" the guarantee. Oh no! You can't have that mattress. We don't sell that particular model, and are not prepared to get it for you. You can only have a Superking that we have in the shop. The guarantee didn't say that - there was no such restriction. So we phoned another local store, who got us the new mattress (which is truly excellent). Wife came home from hospital, and can sleep well. Dreams wouldn't even take the old mattress away - "It's not our policy to remove unwanted goods". So, take my advice: NEVER buy a bed from Dreams! Their advice on what is suitable is wrong, their Comfort Guarantee isn't worth the paper it's written on, and they don't sell the full product range of the firms they claim to sell. We're over Ј700 down, thanks to Dreams. We have a superb Super King bed, no thanks to Dreams.
• Sorry to hear that Keithj ,cant say it suprises me. I wrote an E mail after 30 days saying if they didnt supply me with a deivery date I,d be having my money back! The next day a young lady rang , she sounded just like a robot ,her monosalabic tones I can still hear, "I was just ringing to tell me my bed was ready for delivery "(no mention of any E mails etc) When would I be in?? I,m always in I said ,you tell me ! In 10 days was the answer ,wow if thats your best I said ! I just hope they dont mess me about with that ! Hope you get your problem sorted Carlih.