Dreams

Very poor service, help desk impossible to get hold of an emails are ignored

I purchased a Cordova bed and Sussex mattress, the order date was 5th November 2011

At the time I was informed that the bed and mattress were in stock and would be delivered within 4 weeks, this did not happen and the bed was finally delivered just before Christmas.

On unpacking the bed I noticed that one of the side rails were damaged, on inspection it appeared that the rails had got wet and the laminate had started to peel off from one end and was damaged at several points along the length of the rail.

I was disappointed about this, especially as the sales person had used the fact that this was a ‘Solid Wood’ bed as a selling point when I visited the show room, and the bed had marketing material on it highlighting the ‘Solid Wood’ so I was surprised that the side rails were laminate.

After noticing the damage I contacted the help line, who in turn told me to contact the store – I did this, the store told me that they couldn’t help as they didn’t have any spare parts in stock and that I should get back onto the help line.

Eventually your helpline agreed to send out replacement side rails to the store for me to collect and that I would be called when these arrived. As the bed was needed it was agreed with the helpline agent that I could assemble it as the replacement rails would take several weeks to arrive.

At some point in January (I don’t have a record of the date) I was contacted by a Dreams delivery driver telling me that he had side rails for the bed and where did I want them delivered, as I was away from home at work I told him that it had been agreed they would be delivered to the store for me to collect and he confirmed that this would happen and would be available for me to collect the following weekend.

The next Saturday I dis-assembled the bed and returned to the store to exchange the rails, on arrival at the store they told me that the replacement ones had not been delivered, they couldn’t get through to the help line but would follow it up for me and call to let me know when to expect delivery.

I returned home and re-assembled the bed, then the agent in the Nottingham store called me to tell me the order had been lost and that they had to re-order and I should expect delivery early in February and to wait for a call to collect the replacement rails.

It is now the 22nd February and I have heard nothing. I find the whole handling of this issue to be completely unacceptable; having spending nearly £950 on this bed, not to mention a similar amount on a previous purchase I don't expect to be left with damaged goods. I understand that things can get damaged in transit but expect it to be put right promptly, as a company Dreams have failed miserably in this case.

I sent an email via the dreams website detailing the problem and that I required them to send replacement rails and this message has not been replied to.

I am now sending the email by registered delivery, however reading other people's experience I am not hopeful of having this problem resolved.

It seams Dreams are great with a normal delivery (I have purchased from them before with no problems) what lets them down is the customer service when something goes wrong.