Poor customer service - bed ordered 5th Dec 2011
Bed ordered from Dreams 5th Dec 2011, bed ordered was electrical bed as my father is disabled and has arthritis in his back.
He is 76 and my mother 71.
He paid £1010.70 on the 5th Dec 2011 and the shop (Broadway, Oldham) was very reassuring that delivery could be made so that my parents would be ready (as it takes my father some time to surface these days) and to arrange for the old bed to be dismantled.
11th Jan my father was take in to hospital after suffering from chest pains. At 0730hrs on Thursday 12th Jan my mother was awoken by the delivery men trying to delivery the beds.
No call to arrange, no pre-call to advise of the delivery and no respect of the request that a Monday only visit was required as that was the only day my parents could arrange assistance to dismantle the old bed.
On calling the shop assistant,Ann advised my mother Dreams do not deal with the deliveries and she would have to call the delivery company.
The delivery company wouldn't answer the phone and so on calling dreams back Ann had the situation explained and she eventually agreed to help.
Ann called back late Thursday to advise if the delivery company did not call her then call back Friday and Ian would resolve the situation.
No call from the delivery company, so another call to dreams and shop assistant Ian said he would resolve and call back.
14th Jan - Saturday morning still no call, on calling Ian on Saturday he said the company should have called and that he had forgot to call back to advise.
My mother called the delivery company and they advised they only deliver Thursdays to that area and the next available slot is 26th Jan 2012.
Why do Dreams take customer money and then not take responsibility for service?
Why do dreams promise everything in the shop knowing the promises cannot be delivered?
Why promise to call back and then not?
Why do the delivery company honour to call ahead of any delivery and then just turn up at 0730 in the morning unannounced and unhelpful?
On complaining to Nick Worthington the Chief Executive the following reply received.
Dear Mr Maguire
Thank you for your recent email to Nick Worthington, our Chief Executive, he has asked that I respond on his behalf, however please be assured that he is aware of the issues that you have raised.
I am sorry for the issues your parents have experienced with their order. Please accept my sincerest apologies for any distress and disruption that has been caused.
We have recently made some changes to our delivery procedures and unfortunately are experiencing some teething problems with some of the new delivery teams whereby no timeslot calls are made, but we would always expect contact to have been made aware of the delivery date prior to a delivery taking place and this date should be agreed by the customer. I really am very sorry that his was not the case with your parents order.
This is being addressed directly with the Warehouse Manager as it is unacceptable to have such a breakdown in communication. When something goes wrong we will always endeavour to keep all parties informed of this as early as possible so that we are able to action the appropriate fix to the situation and that you are able to make alternative arrangements if needed.
I have checked with our warehouse and I have been advised that the 26th is the next available delivery date. We only delivery to your parent's area on Thursday and unfortunately this Thursday is already fully booked. We will do everything possible to ensure that your parents receive a call with their timeslot prior to the delivery.
I also want to take this opportunity to personally apologise for the poor communication and customer service that you have received from Dreams. As you say this was an unacceptable standard of service to provide you with and I can assure you it was never our intention to cause you any upset or distress. Please also be assured that the details of your letter have been passed to the relevant personnel within the company and I am confident that any action deemed necessary will be taken in order to ensure that your experience remains an isolated one.
Given your parents experience and circumstances I certainly feel that a gesture of good will would be appropriate and as such would like to offer a refund of £100. If you would like to accept this offer please let me know by return or by calling the number below.
Once again please accept my sincerest apologises and thank you for taking the time to write to us. If there is anything further that I can do, please let me know.
Customer Service Executive
Tel: 0844 292 0000
Fax: 01628 555939
On speaking to Melanie nash she advised she would take the matter up and call me back on Tues 24th Jan 2012.
On Tuesday morning my father was rushed in to an emergency operation with doctors saying chances were 50:50
No call from Dreams
25th Jan Wed called melanie to which she advised the bed had been lost and we would have to re-order the bed
MIss found this review useful
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