Bought a bed from this company on 31/08. Originally was buying a bed from Argos, but instead went with dreams as they said that they had the bed in stock and I could either pick up from store or they could have it delivered to me within 5 working days (argos was 7).
Was stuck for a bed for my eldest (8) so thought 5 days was fantastic and paid an additional £150 to get from Dreams and then £40 delivery charge (Argos was only £8.74). Agreed delivery date in store of 07/09.
Only 05/09, received a text from Dreams informing me of the delivery on 07/09 which was great and took the day off work (don't have many leave days, but delivery was guaranteed!).
Call this morning (06/09) to inform me that the supplier forgot to put it onto the truck so not in the warehouse. Advised them that I had taken the day off and they told me nothing they could do about it. Advised that I had paid £40 to have it delivered and they told me they could refund the delivery charge, but I had to call customer services (0844 292 00 00). Asked why they couldn't get supplier to deliver it especially due to amount I paid and they told me they don't do that. I would have to wait 4 days.
Called the customer service line and after 25 mins on hold (who knows how much this cost me) finally got through to someone. Told them the problem and they looked up the order. Asked why they couldn't get it delivered especially and advised they only do 1 delivery a day from the supplier and wouldn't do anymore. Asked why the supplier couldn't deliver to me direct for the money I paid and again told they don't do that!
Told me they would refund me the delivery charge only (a meer £39.00) and that I was lucky to be getting that back as legally they only had to give me £5.oo and had the check to ask me would I prefer that (£5). Asked them about loss of earnings or any kind of compensation and they adivsed they don't do that and again I was lucky to be getting the delivery fee! Told me they only had to give me back a portion of the order fee - ignored the fact that i pointed out the order was the bed and the deliver charge was a seperate fee I paid.
They then told me that they care deeply about customer relations and I advised they obviously don't as I lost money and they lost nothing. Customer services then told me that they also lost money (aside from deliver charge) for not having my bed on the truck - couldn't tell me how though!!!
Agreed to the delivery fee refund, but that I wanted to speak to a manager - person told me that I couldn't as he was a supervisor and I shouldn't undermine his authority.
I know it doesn't sound like much on the phone, but this guy was been really argumentive (felt like he was looking for an argument) and kept cutting me off.
Dreading the bed arriving on Saturday as this company as a track record (I've now found) of delivering faulty beds and can't bare the thought of calling their customer service line again.
Have emailed the company with a complaint (due to txt limit could only put brief outline), but apparantly they ignore emails.
Wish now I'd gone with Argos as never had a problem with them. Avoid Dreams at all costs as they make promises they can't keep and then give you poor customer service!!!
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