Dreams Mattresses

On 11 September 2007 I purchased a bed at Dreams Reigate. The first time I had sex on the bed I realized that the headset I chose from the catalogue were not solid metal all the way down to the floor like the samples in their showroom. It loosely rested on two poles and was easily lifted out of position when the slightest pressure was applied. When I became aware of this I immediately went to Dreams seeing that I was given a comfort exchange guarantee. My salesperson Mr Andrew Malone suddenly claimed that the comfort exchange guarantee was only applicable to mattresses referring to small print on the back the invoice. He attempted to shrug off any further responsibility by referring me to their call centre. He even refused me to the use of their telephone for this purpose and was unmoved by my explanation that my employer had rigid rules regarding personal calls during working hours. On 16 October 2007 I send Dreams an email noting my complaint. Even though I was clear that the bed was already delivered I received a voice message from Dreams the next day regarding the “status of my order”. No other calls were made by Dreams after that. During the week of 22 October 2007 made a call to the Dreams. I spoke to Mr Nick Walsh in Customer Service. He claimed that he could not help me to exchange the headboard and later the day I spoke to Mr Darren Downes who identified himself as the Customer Services Manager. Mr Downes also refused to help me but implied that he may have been able to help me if I lodged a complaint immediately after receiving the headboard. I am neither married, nor am I in a permanent relationship. Dreams assembled the bid for me. It was only after I had sex on the bed shortly before 16 October 2007 that I realized that the headboard was loosely fitted on two poles. The only reason why I purchased a headboard was for it to act as a stabilizer during sex. A loose fitting headboard is of no use to me. I attempted to explain this to Mr Downes but sadly he boldly announced that he was not interested in knowing about details of how I intended to use the headboard as a sex aid. I believe that the second most important function of a bed is to use it to perform sexual intercourse on. I therefore find it regrettable that bed companies’ Customer Service Manager is not interested in listening to service complaints regarding how their product is inadequate to assist as a sex tool. I wanted to discuss my complaint with Mr Downes’ superiors but he refused to divulge their identities or contact details. He suggested that I mail my complaint and during October 2007 I emailed another letter to the customer service department. This was followed up by a rude phone call from a lady who identified herself as a Dreams branch manager. She stated that headboards were for decorative purposes only; she refused to help me; and abruptly ended the conversation by slamming the phone down in my ear. On 27 November 2007 I once again phoned Mr Downes. He continued to refuse to help me. Amongst other things he stated that it was my choice to purchase a headboard that I have not seen. He undertook to write me a letter explaining Dreams’ position. Sadly no such letter had reached my address during the past four months. I now have an expensive, utterly useless headboard tucked away in the corner of my room. I feel the utmost disgust at Dreams employees who renege at their promises, who is unable and unwilling to discuss the purposes of a bed with me; and who hides behind call centers that costs a lot of money to make calls to. I would like to call on everybody who is in the market to buy a bed not to buy it from Dreams.