Heather Grierson´s profile

Reviews (1)

Dreams

If I could give no stars I would, WORST CUSTOMER SERVICES EVER!!!!!

I would NEVER EVER buy or recommend Dreams to anyone unless they wanted pathetic customer services!!!!!!

I placed an on-line order on 20th July, as I live in Northern Ireland I was unable to select my delivery date. When I placed my order I was informed I would be contacted the next working day. Three days later, after an email and a phone call, I was informed that I needed to deal with Dreams Belfast. After a call to them I was told I would be contacted when when my order was in Northern Ireland for a delivery.

Day of delivery came (some 15 working days from when order was placed) I received my divan bed with mattress and a separate mattress. After my divan was assembled I enquired where my storage drawer was, to be informed that there was none on their order and to contact Dreams Belfast.

I immediately telephoned Dreams Belfast to be told that I had received what I had ordered. As I still had the email with the confirmation of my order (with drawer) I forwarded this onto Dreams Belfast and was understandably upset and annoyed by the implication I was a liar. I was then informed by Dreams Belfast that they had check on-line and the bed I had ordered was more expensive than the one I received, which obviously wasn't the case when I had placed my order. Dreams Belfast told me they would investigate and they would be in contact with me.

Two days later after no contact from Dreams Belfast AGAIN, I telephoned them. To be told that there had been an error on their part and I would either receive a new divan base from the Northern Ireland warehouse or a half base with drawer which would have to be ordered in from the supplier. I told Dreams Belfast that I really needed to get this resolved as soon as possible and didn't care what colour base I ended up with as long as it had a drawer and was soon. Later that same day Dreams Belfast actually contacted and informed me that there were NO divan bases in Northern Ireland that my mattress would fit on (standard double size) and they would have to order in a replacement half base (with drawer) from their supplier and I will have to wait a further 2 to 3 weeks for it to be delivered.

I expressed my frustration over the delay for this only to be told by Dreams Belfast that they didn't know why I was upset as I was getting a storage drawer for free. I said that as far as I was concerned that I was only receiving what I had originally ordered as any error had been on their part not mine. Dreams Belfast informed me that there was NOTHING more they could do.

When I said I wanted to make a complaint was informed I was dealing with the head of customer services and there was no-one else I could speak or write to in order to escalate my complaint.

One very unhappy customer that will NEVER purchase from DREAMS again and will ensure all my family and friends are aware of my pathetic experience!!!!!

16 August 2013

Reply from www.dreams.co.uk

Dear Ms Grierson,

I am sorry to hear this, if you would like to contact the Customer Service team in Northern Ireland at customerservice@dreamsbelfast.com they will be able to assist you further.

Kind regards,

Dreams

Heather Grierson´s profile

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Heather Grierson
Reviewer
1981
United Kingdom

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