Karen Marvin´s profile

Reviews (1)



I ordered a wardrobe and drawers from the Nuneaton branch, along with a mattress, the drawers turned up with no problems however the wardrobe arrived on a different day to the drawers fully assembled and clearly a ex display model, this was refused as I was expecting a new item, upon calling the store I was told really unbothered "yeah I meant to call you to let you know but I was busy...sorry, I will try and find a new wardrobe and call you back within an hour", several hours later and no call I rang the store to be told as the wardrobe was end of line stock a new one was not available but he could offer me 30% discount I accepted this on the understanding it could be redelivered to a different address and was in good condition and was told customer services would call me the following day to refund and arrange redelivery, no one called from customer services the next day so I had to called them, I finally got to speak to someone after a 26 min hold on the line to be told I was given incorrect information at point of sale she would sort it and call me within an hour but again no call, I tried the Nuneaton store several times but no one was answering the phone, after 2 more calls to customer services and again no call back I finally managed to get through to the store and was told he would call again the next day, to cut a long story short after at least 7 more calls I have finally only today been given a redelivery date and still have no refund showing in my bank, I have asked to speak to a manager to voice my frustration but have been told he is too busy to call me, as an unhappy customer I feel this is unacceptable he should make time for his customers.
I would never use this company again or recommend them to anyone else, the sales service is great but once they have your money the after care service is rubbish.

04 December 2013

Reply from www.dreams.co.uk

Dear Ms Marvin,

I am ever so sorry to hear what has happened, the refund will appear in your account in the next few days. Unfortunately refunds are not an immediate process as they are sent via BACS and the clearing cycle is 3-5 working days depending on the receiving banks clearing cycle.

A member of the team will be in touch with you today to resolve any outstanding issues.

Kind regards,


Karen Marvin´s profile

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Karen Marvin
United Kingdom