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

[MrsjREwing]

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.

Or why didn't you point out that according to you, Y forged your signature - thus making the whole thing void?

When was this? It can take 5 working days for a refund to go back into your account and that isn't anything to do with the shop, it's just the banking system.

Why not just accept the bed which you have paid for? I realise you've had a bad (or at the very best, confusing) experience in the shop but surely getting the bed is the priority? Not the vibes that you think you got from Y and X.

But on what document did he forge your signature on? And why? And do you know that for a fact?

Still not the first clue what the issue here is....

No offence intended OP but could the muddle and confusion be part of your disability?

I'm totally baffled as to what the issue is. You don't seem able to explain it. I imagine the people you are dealing with are finding the same.

OP has told us a lot, in gloriously flowery detail, apart from the actual problem. S/he's also cried discrimination where there seems to be none.

He wouldn't need to fake sign the order document because the fact you paid for it would be taken as a contractual obligation for them to deliver it.

good heavens... OP, YABU. and utterly ridiculous too.

I think the OP feels that she has been rushed into paying for something before she had completed the paperwork, the paperwork wasn't accurate and she didn't want to sign it because of this. She changed her mind and this wasn't accepted by Y (although who knows how clear she was about it)

So she rang Visa to tell them that there was a payment dispute but apparently this has made no difference and now the bed is ready to be delivered to her but she doesn't want it on the basis of a gut feeling that something was done wrong.

I still don't know what "cognitive affected" means but I suspect it might have something to do with the whole situation.

so

1. you order bed and fill out VAT refund form
2. they charge the full amount inc VAT in error
3. they didn't refund straight away upon your request

so far so good?

then
4) they called to arrange delivery for a bed you didn't want ?
5) but you want a full refund?

have i understood correctly?

I'm certain it's at the heart of it Thumbwitch and I think we need to take that into account in OP's explanations. T

I went to a shop. Before paperwork was processed and signed card was asked for. Card should have been done last. Paperwork should have been correct or corrected, they refused to correct paperwork, i found that odd refused to sign and Y pressurised me. I then asked for a refund Y said he couldn't do it today he would do it Monday. As I said already that happened on 15, today is 26. I signed no order so who did? No refund.

Maybe if you have cognitive issues yourself or a relative does you may get why you would not want to go ahead with a purchase and sign incorrect documents. i feel the unsigned order wouldn't have happened to others and they would have a refund.

I do think some people have not read my posts.

Anyway you think it wasn't taking advantage of my position just me wrong I get it, thanks for email details, I hope I get a refund that way.

I don't understand what is going on here either. But I think it's out of line to insist to the OP that there is no disability issue when she clearly believes there is - how on earth do you know?

I'm dyslexic and if a form is filled out incorrectly I find it extremely difficult to see what's wrong, especially if two people insist on talking to me at once. It sounds as if the OP explained she was having trouble, her details weren't correct, and they didn't properly listen to her.

I'm not clear what is going on or if that is correct but I am a bit shocked at people insisiting it couldn't possibly be a disability issue. If you're so sure it's not a disability issue, can you at least explain what you think happened because no-one who's commented seems even to understand the OP's situation fully?

Edgar No- the amount charged was correct. The order document included an incorrect digit in the phone number, and the OP therefore wanted the whole order cancelled and a refund given........I think.

Y said he would refund the money on Monday. However, reading between the lines, what may have happened is that he meant he would sort out the order details on Monday to pacify the OP and prevent the cancellation of the order. Clearly he didnt, hence John ("Madam" man) had to call half the country to reach the OP.

Do you have someone who could act as an advocate for you? Only I think this might be the right way forwards.

I think the op has made it perfectly clear why she wasn't happy. Payment was taken and she was asked to sign incorrect paperwork. She had a bad feeling/changed her mind so wanted to cancel the transaction. I don't think it has anything to do with her disability but poor customer service and pushy sales tactics. It is her right to cancel the transaction and they should have refunded her.

I don't think it's a disability issue because they were probably just doing everything that needed to be done to order and pay for a bed and they would have done the same thing with any other customer.

But as I don't understand OPs problem, despite reading all her posts twice, I could be wrong.

poor customer service and pushy sales tactics

Agree but I think with any customer they would have been reluctant to get a cancelled transaction because of a typo/ system which doesn't allow retrospective changes at store level - most probably to prevent employee fraud- because they're working on commission.

I don't think any discrimination has taken place, TBH.

Shit customer service, yes. I wouldn't have left the shop before they had processed the refund, but I don't know how I'd cope if I had your disability. I hope it is sorted soon.

I'm sure I understand correctly. OP paid then changed her mind about wanting the item because she felt Y was untrustworthy. She requested a refund and they wouldn't do it (said they couldn't until Monday) she left on the understanding that the order would be cancelled and her money refunded. It wasn't as she was called to arrange delivery of a bed she no longer wants.
Not sure how some of the more snarky posters can't understand this.

We've been reading your posts, MrsjREwing, they are a little garbled. It can be very difficult to write what's in your head sometimes.

How I see it, you paid for the bed before the paperwork was complete.
The paperwork wasn't completed correctly as your phone number had 1 wrong digit.
You asked for a full refund.
The manager said he'd do this for you, but not until Monday.
You've received a call to arrange delivery of the bed, and didn't like the fact that the caller called you 'madam'.

It's standard policy to call all women 'madam' and all men 'sir'. There isn't a problem with this, they are just being polite. Despite the mistake with the phone number, they still managed to call you to arrange the delivery. You are being a little over the top to be honest, it's just a mistake with one number. It doesn't make the store in the wrong, and they have not discriminated against you. Mistakes do happen, and they did try to rectify it by phoning various numbers in an attempt to find you.

Ok I umderstand now. They wouldn't be able to do she refund on the Monday without you present so I do think they fobbed you off there. I doubt they forged your signature, the order will be done electronically and any paperwork just filed in store. It will be available for audit purposes but won't actually be sent anywhere.

In your email you need to say that you requested a refund but were told it would be processed at a layer date, and that because that didn't happen you are now being asked to take delivery of an order you thought was cancelled.

I wonder if there has been a communication breakdown and they thought that what they were agreeing to was changing the order details on Monday?

Good luck, I'm sure it will get sorted.

No I asked for my money back I made that very clear. Email already gone. The consumer man got what the problem was, he said he used to work at Bensons and they should have given me the money back on 15, he will pass to trading standards, though someone said TS are no good. I would hate anyone else going through this. Y definatly knew I wanted money back. I didn't trust him that was why I rang the bank and logged a dispute on that payment.

So, going back to your original title, where do you feel the discrimination has come into this, MrsEwing?

Trading standards are fine in my experience and I've dealt with them a lot as a shop manager. They get criticised on sites.like consumer direct because they don't always find in favour of the customer but imo they are fair
They will also know if any previous complaints have been made about the store so they are well placed to give you advice.
Good luck I'm:)