Dreams

How does this NIGHTMARE company stay in business?

We ordered an expensive Chaucer kingsized - I think it was about £2700. Delivery was eventually confirmed and the day it was scheduled for delivery we dismantled our old bed and put it in the hall. The new bed arrived and the delivery men p
ut our old bed outside on the (muddy) lawn in the rain and started to put the new bed together - I asked where the headboard was and they looked embarassed and said "Ahh, that's going to be a few more weeks". I was very cross as this was the first indication that the bed would be delivered incomplete even though they had taken payment of the full balance when delivery was confirmed. Alan got on the phone to the branch to complain and while he was talking, the delivery driver told us that one of the castors on the bed had broken and they would not be able to install it properly. They suggested leaving just the mattress for us to sleep on. We said that having paid over £2500 we were not going to just sleep on the mattress on the floor. They then took away the whole bed leaving us to salvage our old (now muddy and wet) bed. We spent several hours drying it and steam cleaning it and phoned Dreams to cancel the order. They agreed and said they would refund our credit card but ... you guessed it. We too got the full array of excuses that refunds had to be made by Head Office and they said that it would take several weeks (Why for goodness sake?) They kept asking us to reinstate the order and eventually they offered us £500 discount. We agreed to this for no better reason than because a) they still had our flipping money and b) we hadn't been able to find another bed we liked as much. We said that we would agree only subject to them refunding the £500 immediately and by some miracle they managed to do so. Scheduled delivery Number 2 arrived and the store manager said he was going to attend with the delivery to make sure nothing else went wrong. After they had left, we noticed that they had delivered NOT the expensive Chaucer but a less expensive mattress. We immediately called the store manager and he agreed straight away we had the wrong mattress - I think they were trying to fob us off with a cheaper one to counteract the £500 discount they'd had to give us. Some weeks later the correct mattress WAS eventually delivered but next time I buy a bed I would prefer to buy a bed of nails than buy from Nightmares.