I have to say that this is the worst customer service I have ever experienced in my life!! Its not worth a star but unfortunately you cant rate them a zero.
In Jan 2012 I went to my local Dreams store at Berkinshaw Industrial Estate, Uddingston. I wanted to purchase some solid bedroom furniture and noticed on their adverts they were doing 3 for 2 on all bedroom furniture. I chose the Pippa range and decided to purchase a wardrobe, chest of drawers and 2 bedside cabinets. I chose this range as it was fully assembled as I have no one to build the furniture for me. I was told by the assistant that the wardrobe comes part assembled but she ensured me that the delivery drivers would build this up for me. I asked if she was sure about this and she said yes so I took her word for it (how stupid!) and decided to purchase the furniture at a cost of over £1000.
After 8 weeks I got a call from a courier stating that my furniture would be delivered between 8-12 the following day. I took annual leave from work and the door bell went at 7.30am and it was the delivery men! Thank goodness I was ready! They brought in my furniture which were in cardboard boxes and then brought it in the wardrobe and put it down and were about to walk away. I said "are you not going to build the wardrobe?" They said "No, we dont build furniture, we never have done." I said that the assistant in the store said that they would build it but they just shook their heads.
After they had left I unpackaged all the furniture and found a scrape and paint missing on the chest of drawers. I decided to go to the store to complain about this and also how i was misinformed that my wardrobe would be built up. All the manager said was " I can only apologise and to call the main Dreams number and they will deal with it". Not very helpful to say the least! I called the main number and they said they would arrange for the drawers to be collected and replaced. I told them about being told that the delivery drivers would build the wardrobe and they offered me £20 Dreams vouchers as compensation. What am I going to buy for £20 out of Dreams??? Absolutely unbelieveable!
A couple of weeks past and was told by Dreams someone would call to arrange for the drawers to be collected, no one called, I had to call them. I got told a date when drawers would be collected so again I had to take annual leave from work. They collected the drawers but I didnt receive a replacement I would have to wait another few weeks for them to be delivered.
In the meantime I paid for a joiner who builds self assembly furniture to build my wardrobe. When he built the wardrobe the doors were uneven and he said it was something to do with the hinges not being able to move up or down. I took a photograph and went up to the store again and spoke to the manager and showed him the wardrobe. He said he was sure how to fix this and said he would come to my house on the Sunday after work to fix it. ( I wasnt expecting that response but if he was willing to do that I wasnt going to complain as I wanted my wardrobe fixed). He wrote in the store diary my name and address and phone number and the time he would come to my house. Sunday came and went and he never appeared and there was no telephone call either. I called the store but it went to answer machine as the store was closed, I left a message. The following morning the manager left a message on my phone again saying "I can only apologise and that it went out of his head and can I call the store" He wrote the appointment in the store diary so how did it go out of his head! At this point Im fuming and call the main Dreams number and tell them the whole story and I say that I want to cancel my order and get a full refund. They told me this couldnt be done and to let them send out one of their furniture inspectors to look at the wardrobe and to try and rectify the problem. In the end I agreed to this and again I had to take annual leave from work. The inspector came and he said the wardrobe was out of alignment and he took photos and would send the report to Dreams the following day. Three days laster Dreams left a message on my phone stating that there was a manufacturing fault with the wardrobe and that they would arrange for a replacement. After I heard that I decided enough was enough! I called them up and told them about the nightmare I have had from start to finish and that I wanted to cancel my order and for the pieces of furniture to be uplifted. All I have is 2 bedside cabinets that are fine, a faulty wardrobe and no drawers. They said they would need to escalate my case to the Customer Care Team as the order was over £1000 and they would be in touch in 10 days.
After almost 4 months, all my clothes are still in bags and Im still waiting for the furniture to be uplifted. I thinking its shocking the way Dreams treat their customers. In total I will have taken 4 annual leave days from work, spent god knows how much time on the telephone to Dreams, petrol to and from the store several times and hours wasted waiting for deliveries or uplifts.
My reccomendation is never step foot in one of their stores unless you want to step into a nightmare!
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