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★☆☆☆☆

“worst costumer service ever”

written by ReaganRussell on 19/09/2014

the letter i have sent to them


My name is xxx i have ordered a dormeo silver XL matrac on the 28th of july 2014.
I have cancelled my order Friday the 12th of September 2014.

After ordering my matrac from an irish phone number the costumer service has chanced over to the uk costumer service. originally i was told delivering my matrac will take about 10 days. I was very exited as i was really looking forward to having my new matrac. two weeks passed and i still had no matrac i rang the original number i have placed the order. this stage i still did not get any confirmation of order or a tracking number for my order as originally they told me i will get. i was told from now on i will have to ring the uk customers service number and maybe changing over is causing the delay. the first few phone call i have made after this nobody could even find my order... weeks were going by without me getting my order. after numerous pone calls again to your company eventually i got to speak to one of the "supervisors" or so i was told i was quiet upset about the whole situation and the lack of help or care i was receiving! the supervisor advised me that my order has been returned back to the warehouse and she will get it sent out to me with a 24/48 hour delivery time. One week later i have received 2 pillows that was complimentary from dormeo still no sign of the matrac or the complimentary summer duvet. After receiving the pillows i phoned costumer service again and i was told that the rest of the order may take an additional few days. Once again i have waited a week and of course received nothing. after numerous phone calls to customer service again and again i was told that my order was sent back to the warehouse again. this stage i was told that it all happened because of an error with my address.... regardless of the fact the i did received the pillows to the same address. this stage it was the beginning of September.
My main issues with dormeo is the terrible costumer service i was getting! i have called dormeo a total of 18 times and the total time i have spent talking to costumer service is 176 minutes. these call have all costed me money as they are all international calls. your customer service team hardly ever rang me back to update me on my order even when my order did not arrived for the second time . i have explained this to costumer service and requested to talk to a person who i believe is the supervisor who was never once available to talk to me or to call me back. the first person who kind of took charge of my issue was Cloe, she offered me a 10% discount and told me my order will be dispatched again and it should arrive in about 2 or 3 weeks. i have told her at this stage i would expect the matrac to be sent to me free of charge so refused the offer. next week after myself calling them again i got to talk to Lex who as i understand a senior member of staff and was passing on Kris's offer. the offer was 20% discount. i was also told by Lex that if i wish to cancel my order i should do it there and then or if my order is delivered to me i will have to pay £30 recollection fee!!!!! all i could do is laugh at this!!!! i am the one here who has been waiting for my order that i have paid for months ago and still i am the one who will pay a collection fee if cancelling the order.... i have got in contact with the Eropion Consumer Services where the have advised me as dormeo did not completed the agreement/order my money should be returned back to me without any further delays and under no circumcise i would have to pay any other occurring charge.


I am extremely disappointed with dormeo! costumer service is the worst i have ever came across! my main reason for cancelling this order is that if i were to eventually get my order( full price or discounted price) i would not like to think what would happen if i have any issues or problems in the future with the matrac.
cancelling this order I am with a loss of all the costs of my phone calls and my time, besides dormeo having my money for nearly 2 months!!!!

I would like to request again for a manager to contact me regarding my complaint.
Also i would like to request a copy of my order cancellation and my money sent back to my account ASAP

Looking forward to hear from your company

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