I had a great time at the Dreams store in Chippenham, Boxing Day sale, offers of tea and coffee, all very pleasant and nice. The Dream was wonderful.
4 weeks later and the Nightmare has started.
When in store we mentioned that we where moving into our first home after 24 years of Army life and spending 17 years moving from house to house with my wife, living at times from a suitcase as furniture was delayed and houses not ready to move into. We mentioned that the address supplied was going to be our new address and that we where nearing completion and would we be able to confirm a delivery date at a later stage, " Yes of course, you will receive a text to inform you that you delivery will be coming about 2 days before a scheduled delivery date, just give them a ring if you wish to change the date" All sounds good.
22 Jan - Received Text that the order was going to be delivered, EEK! need to delay the delivery a few days or deliver to alternate address in the same town.
23 Jan - Rang branch to change delivery date
Store "That would incur a 6-8 week delay as your order will be re-allocated"
Me "Okay, can I change the delivery address" same town, only 1/2 mile away.
Store "Yes, I'll get Customer Services(CS) to ring you to confirm the change) - Still waiting for any call from CS.
23 Jan - Rang Branch again.
Store " We will ring CS again"
24 Jan - Rang Branch again - Left message on Ansaphone, in fact rang 4 times and left 2 messages on the ansaphone - Guess what? Still awaiting call from CS.
25 Jan - received call to say that bed was being delivered between 11.30 and 1.30, told them i had attempted to change this order, they said they would speak to CS.
25 Jan - Spoke to Branch - was informed that any change of date would mean a re-allocation of order, and that a change of date would require me to visit the store to prove the address, but it would still mean that my order would be re-allocated. Told them i would speak directly to CS as they could not promise a call back in the next hour, stating that sometimes they cannot get an answer!!!!!
25 Jan - Spoke to Kieron at CS - tried to put me through to a CS manager, no success, so informed me that the call was logged and that they would ring me on 28 Jan - Guess what? No Call.
26 Jan - Spoke to Robert Harris (Kieron not in work) tried to put me through to CS manager - still no joy.
Sunday 27th - Day of rest - peaceful sleep in new bed - I joke - no new bed, no calls providing updates or information.
28 Jan - Cancellation day - rang CS and asked to speak to CS manager "Systems down they will not be able to see the information, but we will get a manager to call" I'm not even going to ask the Guess What question. Additionally I stated that I wanted to cancel the order "the order is over £500 I cannot authorise that I shall get the cancellation team to contact you and as your request is logged before 4pm they will call you today" For the last time I will say Guess What? Yep still no call.
I have rung Dreams, both at Chippenham and at CS a total of 14 times, they have never once returned a call, the customer services manager(s) have not called, and now the cancellation team has not called.
I have emailed them tonight, not really expecting a reply as i did say that I expect them to join HMV, Comet and Blockbusters as headliners on the news.
Its ultimately your choice where you shop, and there may be many 10's of people who are happy with the service, certainly not me.
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