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I ordered a headboard which failed to turn up in 4 weeks as indicated on the invoice (It did turn up on the 30th day with the wrong size though). The branch sales people were most unhelpful. When asked for a refund, they said that I had to phone up the Customer Service Dept. After waiting for over 20 mins on a 0870 number, the customer adviser simply asked me to confirm the cancellation in writing and they would only refund if the goods don't turn up in the next 14 days. This must be my worst customer experience with a public company!
The company are quick to take your money! keep you on the phone for hours and then do not refund the correct amount. Customer sevice have no idia what sevice is! please think twice... even if you call the warhouse to see if is in stock you may find you are waiting for six week... on top of that they will play you off against the store manager he said she said... say you are comited to somthing even though you have not seen the paper work the store has sent off.
The shops will tell you they can not call there head office! please they must think we are thick... my advice to you is dont even go there.
Couldn’t agree more 😡
We purchased a bed from Dreams Merry Hill branch along with a headboard.
The bed arrived whilst we was on holiday, we paid for the delux delivery and for the removal of the old bed.
They took away the bed but not the old head board. They delivered the new Bed minus the New Head board, weeks later we are still tryin to get this head board that was paid for at a cost of £89.00. The total order being £544.00. All their customer services say is they will investigate. weeks on still the same story. The shop where the puchase was made say they only sell the goods and don'r deal with problems.
For a big company they should try and go back to basics and remember that they reply on us the customer, the versmae people they are treating so badly and by various web sites many others as well.
What a CRAP company
In addition...I personally think 'Nightmare Beds' would be a much better store name!
I agree with your opinion.
My partner purchased a bed last week. It was faulty and would not assemble. Having rung cutomer services we were told they would call the next day to arrange re-delivery of the faulty part within 5 days. It did not happen. My partner has rung several times and can not get through or is hung up on. It has now distrupted our whole week and now bank holiday weekend as we are having to travel to the store it was bought in to make a face to face complaint.
To add to this, since writing the above and posting it already, today we visited the store, and spoke to the manager who imformed us that they are not allowed to contact customer services, and would receive a fine for doing so. He spent a long period of time complaining to US about how his hands are tied and how we ought to have rang the store directly withint 24 hours, he then handed us off to a less important store assitant, who kept telling us we should ring customer services continually, despite our disputes that they hang up on us.
I warn any one buying a bed their to think hard about it. To summerise, they are admitting to the fault but doing nothing about it, as they say we need to ring customer services, who ignore us. Apparently the fault is registered on the customer service computer program, but beyond that we can't get anything done about it. We only bought the bed becuase they promised delivery on the day of moving in at short notice, but now we are having to sacrifice our weekends sorting this out, and the rest of teh bedroom funature can't be assembled until the bed is, due to space restrictions. This issue has caused us alot of stress and dominoe effect problems and we shall never shop at Dreams again.
If the issue does not get resolved this week I shall be contacting trading standards.