We bought a double bedframe and mattress from Dreams for our teenage daughter. No problems with order and delivery, that all went fine but since then what a nightmare. Two weeks after delivery the frame snapped in two as our daughter was getting into the bed. The bedframe is described on Dreams website as being made from "solid acacia wood" but the when the frame snapped it became apparent that it is really made from some kind of composite material - similar to MDF that looks like compressed cardboard. No wonder it broke after two weeks, probably wouldn't have lasted that long if two people had been using it.
We went to the store, taking the broken piece with us. There was almost a weary acceptance from the store staff that this is a regular thing and they immediately referred us to Customer Services. At least they advised us not to use the main 0844 customer service number on the grounds that it is a premium rate number (yes that's right they are making money out of you ringing up to complain!!). They gave us another landline number which we used. What a joke - my husband explained what had happened - that we had only had it two weeks and that the breakage had revealed that the bedframe is not constructed from the advertised materials. The agent immediately leapt onto my husband describing our daughter as sitting on the bed. "You shouldn't sit on the edge of bed" she says. He explained that this was ridiculous as our daughter was sitting on the bed as part of the action of getting into bed. Do Dreams expect their customers to levitate into bed? The attitude was to make the damage our fault. She did not address the issue of the bedframe not being "solid wood" and said they would ring us on Monday to arrange an inspection. In the meantime our daughter is having to sleep on the mattress on the floor and having now read the reviews on here I am not expecting this to work out easily. We have now put our complaint into writing in an email, also complaining about the telephone team attitude. That a major company are in breach of the Sale of Goods Act and mis-describing products is a disgrace
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