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Dreams, the bedroom store have taken discriminated against the disabled?

(163 Posts)
MrsjREwing Wed 26-Sep-12 10:54:19

I have complex disability. I wanted to order an electric bed from the dreams sale, I wanted this bed due to disability issues.

Long post don't want to dripfeed, any ideas how to get money back?

I ordered the bed from X at a branch. X was putting in the order when I was filling out the VAT form. Y the manager on 15 September waded in, and took my card, I have cognitive issues, I was filling out a form and Y took card payment from me. After card payment was taken X said he input wrong info on the system and couldn't change it. I thought it was odd, said I wanted my money back Y refused said he couldn't give me money back. I said how do I get it back Y said he will do it Monday. In the carpark I phoned my bank who registered a dispute with Visa debit. I thought dreams would give money back, not been well, banking has not been top of my list.

Just got a call from Dreams, asking for Miss J Ewing, said he tried loads of numbers as number wrong on system, when do you want delivery Madam, I said I am not Madam as you have my name please use it, he kept calling me madam, eventually he called me Ewing, I said I am Mrs Ewing, he said ok Madam.

Anyway I then rang trading standard which put me through to consumer something or another whi want me to go to the postoffice or CAB. I explained I lost my blue badge and DLA being looked at again, I would have to go to carpark, get ticket, go back to car walk to postoffice, que and go back, the same for CAB, ablebodied people have no clue, next can someone do it for me, who would that be the invisable man? I said no. I said I will try to email dreams headoffice to get my money back. So I was given 08442259259 to ring to get email for dreams headoffice, was continually engaged up to point of this post.

Feel taken advantage of due to disability by firm that sell beds for people with disabilities.

Valpollicella Wed 26-Sep-12 10:57:52

Just a really quick one as I'm at work, but have you tried using the alternative geographical number... 01628 535353

Sorry you're trying to get this sorted out

GoldShip Wed 26-Sep-12 10:58:56

Erm... I'm not sure how your disability is an issue here?

scurryfunge Wed 26-Sep-12 11:00:20

What was the issue that made you change your mind about buying?

MrsjREwing Wed 26-Sep-12 11:00:25

Forgot to add Y kept repeating he could not do what I ask, six times, each time after the first I said I heard you the first time, he said it loud and everyone in the store looked at me as if I was thick or whatever, I felt so small and disempowered the way Y spoke down to me.

SammyTheSwedishSquirrel Wed 26-Sep-12 11:02:10

This doesn't have anything to do with disability discrimination. It's entirely down to terrible customer service. You can contact them via their website here. Good luck.

Valpollicella Wed 26-Sep-12 11:03:25

customerservices@dreams.co.uk

or CEO is nickworthington@dreams.co.uk

Jins Wed 26-Sep-12 11:05:11

What was the wrong information that was input into the system?

Is the bed that they are trying to deliver the bed that you wanted?

Have they taken the correct amount for the bed that you ordered?

Do you still want the bed?

adeucalione Wed 26-Sep-12 11:06:50

What was the wrong info that Y entered onto the system that made you change your mind? Was it related to the price, or something like the delivery date?

MrsjREwing Wed 26-Sep-12 11:07:34

Thanks I will email. I don't want to line pockets of people who behave as the representitaves of dreams did, there are plenty of bed companies in this recession who I am sure behave differently.

Jins Wed 26-Sep-12 11:08:42

OP make sure your email is really clear about what you want.

adeucalione Wed 26-Sep-12 11:09:14

Y said he would 'sort it out on Monday' did he mean that he would rectify the incorrectly entered information, when actually you just wanted him to do a refund?

I have to say that if I had asked for a refund I would not have left he store without the money being refunded to my card, no reason on earth why that couldn't have been done there and then for you if you had changed your mind.

adeucalione Wed 26-Sep-12 11:12:10

I wouldn't mess about with CAB etc. Just ring VISA again and tell them that you did not take possession of the item, and in due course they will reclaim any payment made to Dreams. For the sake of completeness I would also phone Dreams and tell them again that you do not want the bed, require a refund and have registered a dispute with Visa.

70isaLimitNotaTarget Wed 26-Sep-12 11:12:45

Do you have an issue with X calling you "Madam"?

Leap in the dark here, but I'm assuming X is Asian /Indian by the name?

I have lots of Asian patients and they call me Madam. ("Thank you Madam")

I don't see it as offensive, why would you?

MrsjREwing Wed 26-Sep-12 11:15:17

It was someone else who rang today. I asked Y for a refund he said he couldn't do what I asked and loudly repeated it.

missymoomoomee Wed 26-Sep-12 11:15:35

I don't think its discrimination, but it is shocking customer service.

I have refunded transactions back onto a card within minutes when I worked in shops, its a bit of a PITA but you can do it.

I'm not sure why Y didn't do it straight away but you should include that info in your email to them, it sounds like he was maybe going to say you changed your mind about the bed rather than admit his mistake.

BigFatLegsInWoolyTIghts Wed 26-Sep-12 11:15:59

LimitNotaTarget why does it matter WHY she doesn't like being called Madam? She doesn't like it...she told them that.

scurryfunge Wed 26-Sep-12 11:16:06

What was the reason you wanted a refund?

adeucalione Wed 26-Sep-12 11:17:09

You can contact them online here if you don't want to talk to anyone.

I would keep it simple - I was in the process of buying a bed at X branch, on X day, but changed my mind and requested a refund which could not be done immediately for some reason, and I was advised that it would take place on X date instead. Yesterday someone rang me to arrange delivery. Please cancel this order and arrange a refund by close of business today.

MrsjREwing Wed 26-Sep-12 11:17:58

It was John who called me Madam when he knew my name even after I asked he use my name.

It may be my phone email, those address's don't work, have to take kids to library will use theirs.

will call branch again.

bradbourne Wed 26-Sep-12 11:18:45

Addressing you as "madam" is just the same as addressing a man as "sir" - it sounds quite respectful to me.

If you do email Dreams and/or Visa to complain, try to make it a bit clearer what actually happened and why you want your money back.

Jins Wed 26-Sep-12 11:19:27

OP before you call write down what you want to say.

Don't get caught up in the side issues, explain that you do not want the bed, that you expect an immediate refund and that you have involved your bank

geegee888 Wed 26-Sep-12 11:22:12

I can't see any discrimination here on grounds of disability. I suspect the bed shop are confused. I can't see anything wrong with calling someone "madam"on the phone - happens all the time.

Perhaps you requested the wrong bed and asked for it to be changed after you had paid for it?

MrsjREwing Wed 26-Sep-12 11:23:49

I rang the branch asked who it was, it was Y I asked to speak to someone else he said what is it in relation to I said I would like to speak to someone else, he quuckly said there is noone else here to speak to. I don't want to speak to him again. I will email later.

manticlimactic Wed 26-Sep-12 11:31:08

I'm confused. X put your details in wrong(what details?) and Y put the payment through. But it's the wrong bed.

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