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.

[Jins]

Is it the right bed? Have they taken the right amount?

Is it that you don't want to buy from Dreams after the way you were spoken to?

If the bed they are delivering is the bed that you wanted and the price is correct then I think I'd just accept delivery and forget about Y

[AngelDelightIsIndeedDelightful]

I'm really confused about what the problem is, but not surprised that you're receiving shoddy customer service. We had an awful experience with them and just gave up fighting in the end, vowing never to buy from them ever again.

[WelshMaenad]

Is it that you have not been given the VAT exemption due to your disability? Do you just need an amount equivalent to the VAT refunded?

[Nancy66]

Sorry, totally can't get the sense of what the problem is?

The guy calling you madam was just trying to polite. It's what he will have been trained to do, he wasn't being rude - sounds like you were though.

The whole issue has nothing to do with your disability

[sookiesookie]

Its got nothing to do with your disability and if you start down that route it will not help.
Why did you decide you didn't want the bed?
How did he put the payment through with out you putting your pin number in?

[stifnstav]

I'm lost.

What info was wrong?

[geegee888]

It was the right bed but you don't want it now because your details have been input incorrectly? And now you don't want a bed at all but your money back?

Can you understand why the personnel in the store might be confused? To be fair to them, they only sound like they are trying to carry out their jobs.

[MrsjREwing]

Y wanted me to sign the order with incorrect info on it, I said I never sign dicuments that have the incorrect info on them, Y refused to let the other chap change the info, so I refused to sign the order, the money had been debited before the order was made. I asked for a refund as I didn't want to pay over six hundred pounds for a bed to be delivered goodness knows where as paperwork was not righf, if I signed they would have said it was my loss and fault. They asked me about disability pre VAT form so knew I was cognitave effected as I put on my post on here.

[MrsjREwing]

I managed to email the CEO from my mobile now.

[Thumbwitch]

So what info was incorrect? Delivery address? contact number?

Do you believe that they were actually trying to rip you off because you had told them that you are cognitive affected? (although I don't really understand what that means but get that it is part of your disability)

[MrsjREwing]

I don't know if they were trying to rip me off, I was not very alert that day and just wanted to cancel the order as something felt wrong, I learned to listen to that voice and feeling.

[LadyBeagleEyes]

Sorry Op, but I'm like everybody else, what was the problem?

[Pancakeflipper]

I am confused cos for some reason I though X was the model name of the bed.

I hope Dreams just give you a refund. I am not sure why they don't, isn't there a cooling off period or does that not apply to this situation?

[EmpressOfTheGoldOceans]

Are you saying that they put the wrong address on the form and you were worried that they would deliver it to the wrong place?

[MrsjREwing]

I kept the paperwork and just had a look at it, my phone number has a didgit out, so goodness knows how many phones he rang to get hold of me. I looked at the delivery address and it is my address.

I changed my mind as Y was pushy that I sign something that was not correct, it was a snap bad feeling thing and the fact Y behaved even worse after made me glad I cancelled. It doesn't matter, everyone for whatever reason can change their mind, it was minutes after the payment was taken. When someone accidently overcharged me in a restaurant and I pointed it out once I sat down and could study the receipt it was no problem, refund there and then, I am sure Dreams should be able to refund a card if they can take money, other shops seem to be able to.

[LadyBeagleEyes]

So you cancelled the bed because there was a digit wrong in the telephone number?
I don't understand why that wasn't immediately corrected, for their convenience as well as yours.
It's still not a disabled issue though.

[MrsjREwing]

I think if Y lies and says I changed my mind now rather than when he took money before paperwork was sorted, the fact Visa disputed the payment minutes later will show him up for that. I just wanted a refund that day or the Monday, he kept my money and must have forged my sugnature for the order to go through as it has.

[MrsjREwing]

I cancellled as Y pressured me to sign something I was not happy to sign, i felt bullied so asked for money back he would not give money back.

[WorraLiberty]

I think 'Y' deserves a medal for patience to be honest.

And I do hope that's not his real name if you're publicly accusing him of fraud.

[ginmakesitallok]

and you think you were discriminated against because you are disabled? Why??

I imagine that this is all down to the paperwork being done the wrong way. I imagine that in order to refund you your money they need to have an order number or something to reference it against - but because you never actually signed an order this will be challenging their systems!

[Jins]

OP It does seem to be poor customer service but I think the shop staff were probably very confused.

Try to put things in a clear email to the company and ask for confirmation that the order has been cancelled and that your refund will be processed immediately

It can take time for refunds of large amounts to be processed. I put a deposit on a car unseen to hold it. They guaranteed to refund my deposit in full if I wasn't happy. In fact they have to wait for the money to be released by the card payment system before they can refund. Well they don't have to but they don't want to refund an amount that doesn't transfer in the first place. It took three days

[TantrumsAndGoldAndOrange]

But you had ordered the bed, given over your card, presumably put the pin in to pay for it... And then changed your mind?

I absolutely think if a customer decides against something, fair enough but you had just that second paid for it.

Did you explain to anyone why you had changed your mind?

And tbh I don't see what your disability has to do with anything.

[TantrumsAndGoldAndOrange]

And they called you to say the bed was ready, you have already paid for it, why on earth didn't you take it?

[LadyBeagleEyes]

I'm totally here Op.
As are poor Y and X I would imagine.