On the 7th June, me and my partner bought a super king bed and mattress from Dreams and was promised delivery On the 23rd June. We have a signed document from Dreams stating that delivery will take place on the 23rd June. I know that this signed document is a biding contract between the buyer and the seller and if this is broken, they are in breech of the contract and also in breech of the Sales of Goods Act 1979.
The night before the 23rd, we received a phone call from Dreams confirming that delivery would be between 9 and 12 but the delivery driver will call us an hour before to let us know they are on there way.
On the morning of the 23rd, I received an phone call to say that the delivery driver has phoned in sick so we will not receive our bed. I had to phone customer services to sort this out. I called the so called customer services and was told the real reason for non delivery is because the mattress is out of stock. If that's the case then why did we receive a phone call the night before confirming delivery. I was unhappy and drove to the store we bought the bed from. I spoke to the manager there and she apologised and tried to contact someone for me. She promised me that I would get a call back at some point in the afternoon. I waited 5 hours as I thought that was an acceptable amount of time for someone to look into this for my but clearly not! I ended up calling Dreams myself to be told by someone else that parts of my bed were missing so it could not be delivered. She said she would pass it to the 'chase team' and they will contact me asap. A whole weekend went by and I had not heard anything.
On the Monday I rang their customer service and there was no recollection of my case being forwarded to the chase team, I chose to ignore that and rearranged another delivery date which is today (30th June).
The van arrived and told me the wrong bed has been put on the van and I had to wait until Monday to do anything about it! That was at dinner time today. I contacted the customer service as soon as they left and they told me they would pass my case to the chase team again. And was promised a call back. It's now half past 4 and I have not heard anything. Their offices close at 5pm.
In the meantime I have emailed the CEO of dreams and not had a response.
I have passed this case to Watchdog and I will be forwarding it to the Ferrett as well.
And I also forgot to mention that we have no bed at the moment, we had to go out of our way and buy an inflatable mattress to sleep on which is not good for our backs!
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