Customer service woes, another selfie and an eLinens discount code

Dreams UK logo

epic fail for customer service

I’m annoyed and frustrated. I ordered a bedside chest from Dreams.co.uk in the middle of May. The delivery wait was stated as three weeks. To try and check your order on the orders page, (which can only be found via a link in an email, you can’t find it on the site. In fact when you click the customer service link on the main page it just refreshes the main page…on all my iPad browsers.) you fill in your details and the order number, click ’Login’ and the page refreshes deleting all your input data. Yes I checked this using my laptop also – no joy, the page just refreshes and deletes what you’ve typed.

I wrote to the email address that was on the confirming order email, which is ’sales@dreams.co.uk’ but Google bounces it back saying it can’t deliver it.

The delivery service is described as ’white glove’, a two man team take the furniture to a room of your choice, unpack it and take away the packaging. They predict delivery 3 weeks after order and will

“provide you with a TWO hour delivery slot on a day of your choice for a hassle free delivery.”

Dear reader, I bet you can predict the outcome can’t you?
FOUR weeks after ordering (and paying) I get a phone call giving me a THREE hour delivery slot the following week. The time is between noon and 3pm
At 9.15am on that day I get a garbled voice mail, from a blocked number, saying they’ll arrive in 20 minutes. So I can’t ring them back…
They take the furniture to the room of choice and go to leave. They are reminded that they need to remove and take away the packaging. They have another non English conversation together then one of them replies really abruptly, “We’ll take the packaging off but you have to see to it.” But they then leave the house carrying the massive box. Yay…or is it? When mum leaves the house later that day she sees that they dumped the box in a corner of our front garden…

This may seem like no big deal – but this kind of stuff is a problem when you’re disabled. It’s one thing to be well enough to manage to get small cardboard items to the recycling centre, but big stuff is too hard to deal with when you don’t have much strength and have difficulty moving. (Sefton council won’t take away cardboard, or plastic, or tetra with the weekly recycling items.)

Why is it so hard to receive good service these days? Surely its a buyers market? Businesses are closing all around so I would have thought that repeat custom was crucial. I need more bedroom furniture, I was going to order from Dreams, I won’t be doing so now. I’ll probably order from ’Oak furniture land‘ who’s service is very good. (Or was when we bought a sideboard from them. The build quality etc is great too.)

UPDATE

I rang the delivery company, who apologised and said that they don’t take away packaging for Dreams, but even so their drivers’ shouldn’t have been rude or just dumped the box in the garden. I went back to the Dreams website and re-read the fine print, *sigh*, seems the ‘white glove service’ is an isolated service only offered with some products, mine wasn’t one of them, and to add insult to injury it has been discounted by £30 since I ordered it. There’s, or seems to be, no way to upgrade. I misunderstood…and the website is a long way from being customer friendly. I’ve also emailed dreams via their online contact form – which actually worked with Firefox! – and am awaiting a reply. I suspect it will be a long wait.

The contact form asks how you wish to be contacted, I ticked the email box because the mobile phone signal here is very weak. The next day I got a call from a blocked number, which I confess I tend to ignore because they usually come from tele-sales stalkers. It was from Dreams – ring them back to discuss compensation. They leave a number, but no extension number, so I had to play menu bingo for 3 minutes, then got put on hold because the guy I spoke to of course knew nothing about it and said he couldn’t find my order… The result of all this hanging around was either a £50 Dreams voucher (ha, yeah right) or £25 credited to the card I purchased the furniture on. I asked for the credit. He asked for the card number…I suppose I should be grateful that they don’t keep your credit details but at that moment it was just another irritant.

It’s unlikely that anyone’s still reading! but just in case…

  • There is good service out there though –

elinens logoThere’s an online linen company called eLinens that I’ve always received excellent service from and their prices are competitive. They’ve given me a special 15% discount code for readers of this blog to use. They also promise to take extra care with any orders using this code.

This isn’t an affiliate code or anything – I’m not making any money out of this recommendation. This is purely because when you’re disabled good service matters even more and eLinens understand this.

To get 15% off your order just add the code – ‘Nourish15’ – when checking out.

*~*~*~*

This week has seen the summer solstice arrive, (how are we half way through the year already?), the weather continues to be wildly changeable and as I type the wind here in Wales is making the van move…For week 39/52 I’ve created another selfie. It’s titled ‘Dreaming’ in honour of the solstice and the bed company I won’t be buying from again. Seems apt that eLinens sell bedding as well as towels…

iphoneography selfie

Dreaming

Most of the editing was done with ‘Repix’ then I used the ‘Glaze’ app to increase file size and add a little more texture. Happy Summer Solstice dear reader.

  • From Wikipedia

 The summer solstice occurs during a hemisphere’s summer. This is northern solstice in the northern hemisphere and the southern solstice in the southern hemisphere. Depending on the shift of the calendar, the summer solstice occurs some time between December 20 and December 23 each year in the southern hemisphere[2] and between June 20 and June 22 in the northern hemisphere[3] in reference to UTC.[4Though the summer solstice is an instant in time, the term is also colloquially used like midsummer to refer to the day on which it occurs. The summer solstice occurs on the day that has the longest period of daylight – except in the polar regions, where daylight is continuous, from a few days to six months around the summer solstice. Worldwide, interpretation of the event has varied among cultures, but most recognize the event in some way with holidays, festivals, and rituals around that time with themes of religion or fertility.[5] Solstice is derived from the Latin words sol (sun) and sistere (to stand still). For details about UK celebrations, click here.

Here “in Wales it is called Gŵyl Ifan, or Gŵyl Ifan Ganol Haf (St John’s of Midsummer) to distinguish it from Gŵyl Ifan Ganol Gaeaf (St John’s of Midwinter, the feast of John the Evangelist). Great agricultural fairs used to be held at this time, along with merriment and dancing. A bonfire was also kept this night. With the advent of non-conformist beliefs on the Welsh socio-political culture, this (among so many other similar festivals) suffered greatly, and its observance finally died out in SE Wales by the end of the 19th century. However, since 1977, a folk-dance revival started in Cardiff, and is held now annually on this feast day[22]” 

(But there was torrential wind and rain here the last couple of nights, so I didn’t build any bonfires and I can’t dance any more, but I did make merry by watching some QI repeats 😉

 

 

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4 Comments

  1. Beautiful picture. Yes, not much summer going on in Hertfordshire either!

    • Thanks lots lovely 🙂 wind is a tad scary actually…a rocking caravan is a tad unsettling and i really do wonder how much more rain can possibly be up there! Hope alls as well as possible with you? Sorry ive not popped to your blog for a little while – the weak signal here has rather encouraged/forced me into hibernation mode… Xxx

  2. Boo hiss to bad customer service! I’m enjoying your recent selfies 🙂

    • Thanks lots sweetie 🙂 sorry it takes me so long to reply – though I know you understand…

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