Below is my letter of complaint to Dreams - awful experience to a company who has no means of customer service.
I ordered a bed from you which I received and it was faulty. The bed was delivered on 21.08.2012 I called your team at 5.17pm that day to get advice however your call centre was closed.
On 21.08.2012 I had to sleep on the floor due to having no bed and now having a faulty bed which cost me £219.00 !!!
I called your call centre on 22.08.2012 and spoke to Ross at 09.16am after a rough nights sleep on the floor. I was told by Ross that the defected piece of the bed could be replaced and fitted by your team, however I would have to wait for a call from your delivery centre to confirm when it would be delivered and fitted. At 3pm that day I received a call from your delivery centre telling me that I would be able to sleep in my new bed in 3 weeks time when they delivered the piece and fitted it.
WHO WANTS TO SLEEP ON THE FLOOR FOR 3 WEEKS? I am actually disgusted at this point that I have paid Dreams money to deliver a product in good faith and then you expect me to wait for 3 weeks before I can use it and give me no other means of a bed to sleep on?
I was told by your delivery centre to contact customer services so I did this and spoke to Rowan who I explained my point to and who then directed me to store to get a replacement bed with a further 20% on top to spend.
After travelling to my nearest store and explaining the problems Dreams had caused me your store member told me that it would all need to be dealt with over the phone with your customer services team - WHY WAS I SENT TO STORE FOR NO APPARENT REASON? This is my day off and I have gone to your store and spoken with your team 4 times to get a bed sorted out because Dreams have sent me a faulty item? IS THIS SOME KIND OF JOKE? I now at this point leave the store knowing that I would like a specific bed and call your customer services team for the 4th time in one day to get some resolution - I am then told by Stephen that your computers are down and that he will call me back between 5-6pm.
5.59pm I call your offices to be told that your call centre is closed THANKS FOR CALLING ME BACK - I love being ignored by "customer services".
After yet another nights awful sleep on no bed and still being £219.00 down for the pleasure I wake up on 23.08.2012 and call your offices AGAIN. 11.49am (no one has called me back by the way yet Stephen was meant to yesterday). I call you instead at this time to be greeted by yet another Stephen, not sure if its the same person as yesterday to be told the bed I chose in store will cost me a further £179.00 for the privilege. So I express my anguish to be told not sorry, or lets see what we can do for you but instead well thats it I am afraid. Who teaches your staff customer service skills? The first answer to an upset customer is sorry and then lets see how we can resolve the issue. IS ANYONE SORRY THAT I NOW HAVE TO SLEEP ON THE FLOOR FOR 3 WEEKS AND HAVE MADE 6 PHONE CALLS 1 TRIP TO STORE AND A LETTER OF COMPLAINT?????? May I remind you that all of this has happened since you happily took my money from me?
I am now faced with no bedstead for 3 weeks - no delivery date either and the only idea of any time when I may have sight of a delivery date is 17th September 2012 when the item is restocked. I still have not had an apology - is this how you treat your customers???? Now is the time for your as a retailer to prove to me that this complete mess is not something that should cloud your "reputation".
I would like a response in writing you have my address but just in case its below:
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