Dreams Bed is anything but@Dreams_Beds *****Resolved*****

[mrbrooks]

Hi rebel, the bed was paid for in cash, the cash was obtained via crisis loan as their bed at the time was literally ancient and broken, so social services agreed to support their loan application for a new bed...

 

RE Consumer direct, is this a separate complaint to the TS? Do we just go local with the TS complaint??? I can do this at the same time???

 

mrbrooks

[rebel11]

Normally what happens, is that you Contact Consumer Direct, if they feel that Trading Standards should look into the matter they pass the details on. Shame it wasn't paid by credit card, then a Chargeback could of been considered.

 

Hi rebel, the bed was paid for in cash, the cash was obtained via crisis loan as their bed at the time was literally ancient and broken, so social services agreed to support their loan application for a new bed...

 

RE Consumer direct, is this a separate complaint to the TS? Do we just go local with the TS complaint??? I can do this at the same time???

 

mrbrooks

[MARTIN3030]

Looking back over the thread,it appears that we had a company rep from Dreams attempting to respond,but as is policy for reps,we require an official approach before sanctioning.

I have contacted the Dreams rep and they have indicated they would like to respond.

In consideration of this complaint here,and others we have seen before,it seems reasonable to give them opportunity to respond.

 

As with all our customer reps,we do expect to see pro active steps to resolve complaints,and that those aired on here are updated with any progress/resolution whether it is positive or negative.

[mrbrooks]

Hi Martin, who and when was this??? Do I need to do anything to talk to this person??? Just wait to hear from you???

 

mrbrooks

[MARTIN3030]

Post 11 now approved.

Its impossible to know whether any intervention at this late hour can resolve things,but obviously since the Dreams rep was last here,you have been issued with a written final response.

It is reasonable to assume that the Dreams rep will be aware of this.

Given the length of time this has gone on,I personally would be involving the regulators and considering small claims.

If Dreams can resolve things in the midst of such actions,then that would be a bonus.But it looks as though they have had ample opportunities to sort this,but failed to do so

[Crazy Diamond]

Team, any chance of approving the pdf attachments on #11 so that us mere mortals can read them, please?

[MARTIN3030]

sorry thought they had been approved.

done now.

[Tim Deegan]

Hi Martin, who and when was this??? Do I need to do anything to talk to this person??? Just wait to hear from you???

 

mrbrooks

 

Any progress to report yet?

[mrbrooks]

Hi Tim, apologies for not responding sooner...

 

The 'Gesture Of Goodwill' Offer from dreams has now been formally rejected, we sent this out end of last week/early this week...

 

A Letter Before Action has also been drafted and will be sent out hopefully this weekend...

 

As for the Dreams Rep, I think I somehow had missed this at the time, and have heard nothing on the forum or in PM so am assuming that the rep has either lost interest at this point or more likely is that the rep realises that nothing further can be done at this stage considering the offers and rejections and the fact Dreams have stated that it is their final offer and word on the matter...

 

Anyway, will update as soon as I have any more to report...

 

mrbrooks

[MARTIN3030]

Yes as per post 30 it looks like the rep is outside his brief to continue to deal.

It can be seen that he/she was here last on 19th April,and has had ample opp to intervene further,but once a final response has been given,then it is very unlikely they will continue.

[Tim Deegan]

Yes as per post 30 it looks like the rep is outside his brief to continue to deal.

It can be seen that he/she was here last on 19th April,and has had ample opp to intervene further,but once a final response has been given,then it is very unlikely they will continue.

 

Final responses aren't always final, once the company realises that they can't win the case. However many large companies think that they are above the law. How many times have we all heard the line "our company policy", when their company policy doesn't comply with the law. And the trouble is that Dreams probably do think that they are in the right, when they clearly aren't. And this is probably why the company rep hasn't come back onto this thread.

[MARTIN3030]

Yes I agree completely.

We have seen reps go on to sort things after there has been a final response,but they dont like to do it in the open.

[MARTIN3030]

Interestingly,I saw that the Bensons rep was looking in on April 23rd.

[Tim Deegan]

Interestingly,I saw that the Bensons rep was looking in on April 23rd.

 

Well they are both as bad as each other

[mrbrooks]

Hi All, quick update, we sent out a letter before action on the 1st of this month, giving 28 days, and have to this point today not received anything from Dreams. I guess the next step is to start the proceedings to court...Any guidance on how to get this started???

 

Thanks

 

mrbrooks

[MARTIN3030]

First you have to decide if you are prepared to see a County Court claim through.

You would be claiming the £850 that was paid plus interest.

 

You need to decide if you want to do a claim online using MCOL or by open Court.

MCOL does have benefits in that you can do everything online and follow things before waiting for Court docs to be posted to you.

[MARTIN3030]

If you are still on benefits,you should be able to qualify for fee remission and will need to fill out a form EX160 and provide evidence of benefits.

Claiming remission delays issue though.

For the sum you are claiming you may be better trying to find the fee,which you can add to the claim form.

[mrbrooks]

Hi Martin, thanks for the reply, I feel my friends have to pursue it in the court, clearly Dreams are not going to do anything, and I suspect like many large companies, they know they are in the wrong but also know most people haven’t got the legs and lungs to go the full distance.

 

If they do no pursue it, they are left with a bed that is not suitable and is never going to get any better...and with them being on benefits, and the fact this bed was purchased with a crisis loan (which they are still paying back) they are unlikely to find the cash to find another bed.

 

As for the fee, this could be a problem for them; it depends entirely on the upfront costs. I believe we are all agreed here however that the case needs to be pursued and it is probably best going through MCOL.

 

I will discuss the matter with my buddies and see where we land and update CAG once we have a firm direction...

 

Thanks again...

 

mrbrooks

[MARTIN3030]

Yes ok.

Another benefit of using MCOL is that the statistics show that a high proportion of cases filed are actually settled before being transferred to a local Court.

It may well be that Dreams will settle when they get the claim form on their desk.

But it is important that the Particulars of Claim set out the case clearly and that a good papertrail of the evidence is kept together.

I am sure when your friend is ready,there will be help to put POCS together.

[mrbrooks]

Hi All, just thought I would update the thread...I will keep it brief...

 

So the day passed for Dreams to make a resonable offer, which they never did, and we were left with; proceed with MCOL for the cost of the bed, plus costs and compensation, OR attempt to get some restitution via the Furniture Ombudsman...

 

After a few days of considering our options we decided that it was worth contacting the Furniture Ombudsman anyway whilst we checked out the neccesary steps for a court proceeding...Well on Tuesday 10th July, my buddy calls me to tell me that Dreams have just called him, they have got a brand new base, which it seems they have had on order since the start of June (shortly after our letter arrived) and they would like to deliver and fit it on Thursday 12th June...

 

Well of course this was a slight shock as Dreams have not contacted them prior to this with any offer or statement...still, the upshot is, Dreams have seen the error of their ways and have decided to play fair and accept responsibilty for their mis-sold bed and have taken action to resolve it...

 

Thanks for everyone here who gave us the guidance with which to address this case...

 

mrbrooks

[rebel11]

Well Done Mr. Brooks:-)

[dx100uk]

well done

 

dx

[MARTIN3030]

Good to hear it,and thanks for the update.

[mrbrooks]

Thanks guys/gals, its a great result for my friends, they texted me this morning to say that the Dreams fitters have called them and should be making the call at their house at around 2pm this afternoon, and that they are looking forward to a proper nights sleep, the first in over a year...

 

Again, thank you all so much for helping guide us through this, and giving us the courage and knowledge to fight back...

 

mrbrooks

[SamSurrey]

Bought a double bed and mattress from Dreams and they were delivered today. I was assembling the bed, following the instructions RIGOROUSLY... The frame did not have a hole to screw the slats into, as shown on the instructions.

 

I called the helpline to see if they had supplied the wrong slats or the wrong frame. Answer: "No - the instructions are wrong. We've had quite a few calls about that - just make your own hole into the frame."

 

If they KNOW the instructions are WRONG, why the hell don't the CHANGE them. What a bunch of muppets! I won't be going there again!!!

 

S