Report Abuse

“Absolutely atrocious customer service”

written by GordonS83 on 20/09/2013

A despicable experience from start to finish. Due to their website listing being so ambiguous I phoned their sales team. Promised a callback twice and nothing happened. Miraculously managed to speak to someone at the third time of asking, who would start this whole situation.

It is key to point out, that the bedstead I was interested in was listed as 'Tuscany Bedstead'. That information is crucial to the rest of what occurred.

The individual I spoke advised unequivocally that the bedstead was a King Size (which is what I wanted, seeing as I wanted to upgrade from a Double.) On that basis I ordered the bed at just shy of £600.

I also purchased a King Size mattress to fit my new King Size frame.

Delivery men arrived and assembled the bed. Presented me with no paperwork at any point, and only after the bed was assembled and I was asked to come through, that I observed that the bed was a Double. In fact smaller than my old bed.

I ask the two delivery men to dismantle and take away as this is not what I was informed was coming. All correspondence relates to 'Tuscany Bedstead'

I was told to phone Dreams and they would "sort" it all out.

I phoned them that very morning and was advised that I could either get a refund or a replacement. I did not want a replacement so I was told that a refund would be forthcoming. I am entitled to that within 7 days with online purchases regardless. After 3 days I had heard nothing.

I phoned them back, and was told I would hear in 72 hours. I received a call 2 days later informing that the bed would be collected and upon them receiving it I would be refunded. Then literally 7 minutes later, I get another call.

"Higher management have refused the refund request due to the bed being assembled."

I didn't assemble the bed. I haven't touched the thing at all. At this point I indicated that Dreams had told me it was King Size, and I explained the ambiguity of the listing.

This is where things took a turn. The 'manager' I spoke to agreed that it was strange that the listing was so ambiguous. However, he committed to nothing except a phone call back (ironically I have not received that call yet... 4 weeks after the event).

I found the whole process a little disconcerting so I took a screenshot of the listing showing Tuscany Bedstead in it's most ambiguous form. Only to discover that very night, that the listing had been changed to show Tuscany Double Bedstead. An admission of culpability you would think...

Nope. I have a series of emails, with questionable levels of spelling and grammar, from all manner of Correspondence Executives. Customer Service Individuals and the like.

They now consider their position made clear, trying to tell me that I am in error because I placed the order and the bed was assembled. Also by helpfully telling me that when they search for Tuscany Bedstead it clearly states Tuscany Double Bedstead.... Yes. Yes it does, only after you changed the listing to try and cover your tracks.

So I figure they reckon I am supposed to just say Thank You! Take my nigh on £600 and thank you for delivering something completely inappropriate.

I have now forwarded all the details onto Trading Standards. And additionally my Credit Card company are investigating. They are especially interested in the screenshots of the before and after regards the listing.

Suffice to say, I will now forever recommend all my friends, all my relatives, and anyone that will listen to stay as far away from Dreams as they possibly can when it comes to anything bed related. In fact anything at all.

I hope anyone on here will take heed of my experience and not use them, I have never in all my life experienced such poor customer service.

I am almost certain, had I not asked for a refund and got another bed from them, then they would have behaved in a completely different fashion.

In conclusion...

avoid Dreams at all costs.