Today I had to cancel my order from Dreams. After spending weeks looking for the perfect bed and mattress, we found and purchased both from Dreams.
The date of delivery was 29th September but there had been an issue with stock so the sales adviser said she would call me the following week to confirm or change this. She did call as promised and said that the date was fine and to expect the bed then. We were over the moon.
However, 2 days before the delivery date, I received a voicemail to say that the bed would be delivered on the week beginning 3rd of December as the bed was out of stock. I called to complain and to explain that as the sales adviser had called to confirm my original date that this was unacceptable. As I was on the phone the customer service adviser told me that not only was it into December for delivery but it was not the week of the 3rd of December, but that it was the third week in December. I told them I could not accept this as I am getting married on 27th December and will not have a day to wait in on the delivery around that time. (bearing in mind we ordered the bed in AUGUST!)
I asked customer services if I could have the display bed in the Uddingston Store where I purchased it. The customer service adviser told me to ask the store and if they were happy to release it then that would be fine.
ANOTHER rigmarole! I visited the store on the Monday to arrange this. The manager advised that he was off the following day but would speak to customer services and call back on Wednesday. The call never came. I left it til the Saturday and called. I asked for the Manager who I had been dealing with and was told he would call me back in 5 or 10 minutes......again, the call never came. I called back on Sunday and spoke to him and he told me he would ring me on Monday morning after speaking to customer services....surprise surprise the call never came. I called on Monday afternoon and he said " I will call you" to which I replied, "well you said you would call in the morning and its now the afternoon and to be honest I'm so annoyed that I am about to cancel my order altogether. He told me to give him half an hour and an hour later as I was trying to call to cancel my order he phoned back. He told me that the £200 compensation vouchers I had been offered for my troubles would be reduced to £160 as I needed the sprung slats for the bed! Never mind that fact that I was already paying for them through my order! He then had to call customer services again to confirm a delivery date and when he called back, neither were suitable and I was so fed up with it all that I told him to cancel the order!
VERY VERY poor customer service! Do not buy from here!
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