Terrible experience

★★☆☆☆
1.8 / 5
21% of users recommend this
  • Customer Service

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William_Sturgeon's review of Dreams www.dreams.co.uk

★☆☆☆☆

“Terrible experience”

Written on: 30/11/2020 by William_Sturgeon (1 review written)

Our delivery arrived badly damaged. Isabella bed with mattress.(Things happen I guess). The delivery team took photos and reported it. We were meant to get a call back from a mobile number (apparently) which never happened.
After a 1 hour wait for a live chat which was terminated without any kind of resolution or indeed much chat, a 40 min wait on the phone.
A replacement part could be sent in 1 week. After the delivery wait and the excitement of a new bed, that was too long.
Whilst it's an easy fix in our eyes, nothing could be done. (No sending via courier, no other stock in the whole country and no shops having the headboard)
We opted for a return. After being told that would be 1 week too, it amazingly was fast tracked to 2 days.
So they would happily return and refund over fixing the issue and damage they caused to your bed promptly.
In store they are lovely at taking your money. Don't expect the same afterwards. 1 hour waits, terminated chats, inexperienced call handlers and a reluctance to fix anything.

  • Isabella bed and mattress £750

    Goods purchased & cost

  • On time

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

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