Vanessa MacKenzie´s profile
Reviews (2)
Tescodirect
Great Service and Communication
After having major problems with Dreams and having to return a faulty bed, I was very reluctant to order another bed. However, I saw on tesco direct the perfect bed for my sons new room. When ordering I was prompted that I had unused vouchers and would I like to use them for this purchase. I had £71 of vouchers to use - bonus :) I got to checkout and got to pick my delivery day which was only 5 days away (could have picked and earlier one). However the next day we had a call from the delivery company (to say I felt sick was an understatement) they said that Tesco had made a mistake as I should not have been offered delivery that day as they were not in my area that day and could they rearrange delivery. Luckily it was for the next day. They told me that the driver would phone me an hour before delivery so that I did not have to stay in the house to wait for it. True to their word the driver called me to say he was on his way.
Why can't all deliveries be this easy - well informed and true to their word. Would recommend to friends and will certainly use them again - thank you
Dreams
Avoid at all costs
As we were moving to a new house we decided to treat our youngest son to a new bed. He had the smallest room so we needed to buy a bed that had a good amount of storage. We visited Dreams store in Livingston and picked up a brochure and we saw what we though was the perfect bed. It has side storage and underbed storage too - however, the measurements in the catalogue did not seem right, so we checked online and sure enough the measurements were incorrect in the catalogue. The bed (according to the online measurements) fitted perfectly. We then went in to the store to order it - the sales person seemed surprised that we wanted to order it instore! We went ahead and placed a deposit on the bed and a mattress and were told that we would pay the final balance a week before the delivery. Later that day I had a call from the store saying that I had to go in and pay the final balance as the company would not order the bed until this was done - I should have heard alarm beds at this point. Unfortunately I didn't and went and paid the balance. When paying the balance the store could not give me a date for the deliver of the bed but did say that it would be within 2-4 weeks which I did not think was unreasonable, but that a different date had to be made for the mattress as this was coming from a different supplier. On further investigation of the bed dimensions we realised that the side storage had not bee accounted for in the finished bed dimensions and therefore the bed was wider than expected and whilst would still fit the room, would dominate the room and not leave much space for much else. When we noticed this we immediately went back to the store to see if we could exchange the bed for a different one (at exactly the same price), and we thought that as we did not have a delivery date for the original bed, that this would not be a problem!! The store refused to deal with the matter and said that it had to be done through customer services, which were closed until the monday. Monday arrived and I phoned only to be told that my bed was being delivered on the Tuesday therefore they could not cancel it. I informed customer services that the delivery was of the mattress only and that we did not have a delivery date for the bed, but they assured me that it was the whole consignment and that the only course of action was to refuse delivery of the bed. Tuesday arrived (and luckily it seems from other reviews) but it was only the mattress which I accepted as we would still need a mattress! I immediately called CS who all of a sudden were aware that there was another part to the delivery. I then asked again if I could change the order only to be told that it would cost me 20% of the cost of the item. I refused to pay this and asked to cancel the order... that too was going to cost me 20%. Needless to say by this point I was livid and told them to deliver the bed and I would deal with it when it arrived. After this call I looked into the cancellation policy. As I had bought it instore I only had 48hours to cancel or change my mind - had I bought it online, not only is that right to cancel extended up to 28 days but I would also not have had to pay delivery costs - the salesperson did not inform me of this in store.
So you think this is the end of the saga...well a few days later I got a call saying that the bed was going to be delivered...it was - great.....erm no. The delivery drivers opening line was "I will tell you now that they have sent you the wrong parts, but we know about it and new parts will be sent in a few days" my response "why are you delivering a bed if it is not fit for purpose" - delivery man "well they know there is an error and one of the new parts is here. You can build the bed with the parts we have supplied but the underbed storage will not fit, to rectify this the company has made the bed 10cm longer and we will be sending a new side to the bed"??????? This made the bed 6cm too long for the room it was intended to go into! Not only that 4 of the 8 packages were damaged and the the bed had big gouges in it! CS were phoned and I told them all of the above and that I wanted a full refund. The response from CS was that they would have to send someone out to take a photograph of the bed as they could not reply on my word!!!!! A date was given for this 2 weeks later - to cut a long story shortish!! After numerous calls they have eventually picked up the bed...but ......I am still waiting on a refund and am continually getting fobbed off by customer services with excuse after excuse why it has not been done. Another call is being made to CS tomorrow and my refund better be actioned immediately. Having worked in retail I know that refunds do not take as long as Dreams suggest!
UPDATE: refund action was raised on my order by Dreams on 5 October. Bed was collected 10 October. Now 1 November and still no refund. Keep getting phonecalls from Dreams wanting to arrange a date to come and pick up a bed! Contacted Trading Standards for advice.
UPDATE 7 November 2012: After complaining on Dreams queries page on twitter I had an immediate response from them asking for my order number. I was called within 5 minutes and the man I spoke to was very helpful and even gave me his direct dial number and email address - he promised that he would call back the next day and he did. He also followed it up with an email confirmation that the money was to be refunded the next day and would be in my account within 3-5 days. The money has cleared today - I am very happy that I have my refund and I would like to say a big thank you to Mr Lally that dealt with my refund . I am still of the opinion that this company need to improve their practices drastically and I will never deal with them again.
Vanessa MacKenzie´s profile
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