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| Quality of service | 0.5/10   |
|---|---|
| Layout of shop | 3.2/10 |
| Value for Money | 1.2/10 |
| Overall rating | 0.5/10 |
By Geefunk on 18th Apr 2008
| Goods purchased & cost | Picasso Bed frame & Byron Mattress |
|---|---|
| Quality of service | 0/10 |
| Layout of shop | 2/10 |
| Value for money | 0/10 |
| Overall value | 0/10 |
 Geefunk's recommendation | |
Good sales man
Seemed to be none existent customer service
My wife and I went to look for a new bed frame to replace our existing bed. When we decided to see what dreams had to offer and we saw a bed we liked. The branch manager showed us mattresses and we ended up deciding on replacing the mattress as well (he was good at selling).
We went home decided on the dreams bed and returned to the store with the dimensions of our existing Mattress to ensure that it would fit into our room. The manager told us that the dimension (160 x 200cm or 5' x6'6") was for a Super King Size bed which it turns out is actually (180 x 200cm or 6' x 6'6").
Feeling that he was the expert we ordered the bed and paid £1600 for all our purchases. The order form was folded into a pouch and nothing was said about a 24 hour time limit.
When the bed was delivered and being put together I told the delivery guys that it was much bigger than my original mattress and when they measured it lo and behold it was smaller and they confirmed that my original mattress/bed was king size. They called their manager and they said that I was to contact customer services who would replace the bed.
Upon contacting customer services about the mistake that had been made by their sales person I was told that there was nothing they could do as I was supposed to check the order form and contact them within 24 hours.
After a number of phone calls they offered me the choice of paying 20% ( £285) to get the right size. I refused and wrote to them and they have refused even though they made the mistake. We are expected to pay this amount without considering the fact that if we had picked a smaller size it would have cost us less.
I will never buy anything from Dreams.. I now have a bed that has completely swallowed up my bedroom.
I've been in contact with Consumer direct, and after a number of letters, which no change in response, they have said that my options are small claims (not much chance of success), pay the money (negotiate for a reduction in the charge) or stick with the bed.
They have no concept of customer service and the fact that by remedying an error they would get repeat business. I have other rooms I was going to furnish but I will go elsewhere. Hope this helps anyone even remotely thinking of going there.
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