Dreams — failure to deliver paid for goods
I've been left extremely dissapointed in my recent dealings with the company Dreams. I have been in touch with numerous employees there but never the same person or department, and therefore 2 and a half months on still have no resolution yet they have quite happily taken my money. On October 25th 2010 I ordered a bed with wardrobe and draw units to match and paid for this in full. Phoned Customer Enquiries the first time on November 18th re a delivery date, they replied they had no items yet but would contact us as soon as it was available, (we were originally told by the salesman we would have it within 4 weeks, clearly this was a lie). Phoned again on 25th November because an extra rail for the wardrobe was to be delivered by a different company on 2nd December and was the rest of the order ready. The reply was the same as previously. Phoned yet again on 9th December and Customer Enquiries put me through to Deliveries, who informed me that only one draw unit was ready, I was concerned about it being delivered before Christmas and they ensured me that it would be. As we were getting closer to Christmas I phoned again, 15 minutes waiting to be answered and after 35 minutes on the phone was informed there was nothing of our order (where the draw unit went we have no idea) and then was cut off. I work full time and getting through on the telephone has been a major problem.
By the 17th December I decided to go into the Dreams store in Basildon as I was passing, after explaining the situation to the manager he said if we could give him the order details he would see what he could do to help. We took him a copy of the order form on the 18th December. The manager passed it on to his boss at head office and phoned me the next day, this seemed to do the trick as a lady rang me from head office on the 20th December stating that the complete order could be delivered, but only on Christmas Eve, I of course agreed to this thinking our problems were over. We had people staying with us over Christmas and needed the bed and wardrobes. Karen called us (we can not remember the company name she gave) but she informed us delivered on Dreams behalf phoned on 23rd December at 5.30pm saying you will have to order a new bed as they do not make this style anymore, I was unimpressed by this time and told Karen that Head Office had arranged this delivery and a brief description of the problems we have had. She ended the phone call and rang back 5 minutes later stating she had found one in another warehouse, but would not be able to deliver before Christmas and gave no date as to when it would be delivered. Thanks to Dreams my Son spent his Christmas and a week on a mattress on his bedroom floor (luckily we had not thrown the mattress out) without the bed and furniture that he had chosen and paid for. Our visitors were in a very cramped room with no space for their clothing etc and we have been very stressed with the whole experience after clearly being lied to over and over again by your employees.
We end this with a visit on the 28th December to the Basildon store again and spoke to the manager who has been extremely helpful in all of this. He could only say he would pass the information on, but it may be delayed due to the holiday period. I am writing to you on the 6th January with still no reply from Dreams at all I am hoping you can help or at least get the right people to contact us for a change, they have had our money for over 2 months and quite frankly I think its ridiculous and beyond a joke. I think we have been very patient in all of this saga and the adverts over Christmas stating furniture ordered before Christmas would be delivered has been a very bitter pill to swallow.
I thank you and await your reply
Mr B.K Brewer
Dreams order no :- 052X575