2a Victoria Street
20th January 2013
CEO, Dreams Plc.,
This letter is to formally complain about the poor Customer Service I have received from the Dreams Team via Phone, and to make known the poor organisational problems of your company. On the 7th December 2012, I ordered a “Vienna D Ottoman” with a “Mistral D Mattress” to be delivered on the 21st December 2012. Upon attempted delivery it was revealed that the truck would not be able to park to deliver and assemble the goods, and promptly told me that they would deliver to store. I picked up my bed later that night and promptly arrived at home to assemble the bed, only to find that the 4 Wooden Support Posts for the base of the storage area in the bed were too short by 2-3mm’s and that I would need to order a replacement part. I did so promptly and was not expecting a quick delivery being so close to Christmas. After 2 weeks of waiting, I was told that the delivery service would call me, which they did not, and so I missed the attempted delivery of the replacement posts. I rang up and was told that they would be redirected to the store where I placed my original order. Unable to go myself, I sent my mother to store with all the order details, and she asked if the posts had arrived, and after looking on the computer and inside the stockroom, the staff told her that there was no record of any posts being dispatched. The manager at the Bristol Cribbs Causeway store then rang up himself to the Customer Services line and reordered the posts for me on the 9th January and we were told that the replacements should arrive around the 17th/18th Jan. Again I rang up to the store and asked if the parts had arrived yet, and was told that, again, after searching the database that there was no sign of them even leaving the warehouse in which they are stored. This seems to me to be a great organizational...
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