ComplaintsforDream On Me, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a crib that converts to a full size bed. They advertise that it can be made with a low profile footboard. However now that I am trying to purchase the footboard they no longer make it. This bedroom set was bough complete expecting that it would be used until she is a teen. They are recommending purchasing a metal frame from amazon that does not even look right with this bed conversion. I was mislead and they still sell this bed on several websites including their own with the ability to convert it with a low profile footboard. I am wanting to return this bed to evolur it is their brand. It was originally bought from buy buy baby.

  

  Business response

  08/20/2024

  Can I please have the style number and color of the crib they purchased. I also need to know if they purchased the full size bed rails already to convert the crib into a full size bed? If they have the bedrails. The crib can convert to a bed using the current crib headboard and footboard

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I needed a few replacement parts for a crib that got lost during a move. when I contacted customer service they got my information and I never heard from them again. They say they needed 48 hrs to try and help me and they would email me once they got the job done. I put in 2 help requests and still haven't heard anything. I also had a family member contact them and they never heard back either. I can't use the crib until I get the parts. I really didn't want to have to buy a new crib but it looks like I may have to.

  

  Business response

  06/07/2024

  Can they tell me the name of the crib and the color they have? I can reach out to our customer service team to take care for the request. Once I know the name of the crib. I will send the assembly instructions to ensure we send the correct parts they are missing

  Customer response

  06/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I need to know if I am able to order lost parts. I have the dream in me crib model 618 in cherry.I am missing parts A ( 2 PCs) and part F ( back left leg). Please let me know if I can order these parts. I have 4 children, this crib was a gift and I'm not able to purchase a new crib right now
  
  
  Regards,
  ***** ******* 
  ***** *******

  

  Business response

  06/10/2024

  We do not have a crib by the style number of 618. I am trying to help. The model number is printed on a white label on the crib. Can you please provide the correct style number so I can help get you the parts you lost

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  The matter is still being resolved 

  I have attached a photo of the crib label as requested 
  
  Regards,
  
  ***** *******

  

  Business response

  06/17/2024

  I confirmed with our customer service team. This crib was discontinued several years ago and we do not have any replacement parts available. We cannot provide any parts you are missing

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Evolur Aurora Dresser in blush pink from this company on **** ******* online website on 2/25. It was delivered on March 6th with a huge hole at the bottom of the dresser as seen in the pictures uploaded. I reached out to **** ***** and they informed they could not return for a replacement only refund and if I wanted a replacement I would have to reach out to the manufacturer. I reached out yo DreamOnMeon 3/6 and was told they couldn't replace although still under the warranty and it had just been delivered. I was then told by DreamOnMe to reach out to **** *****. I explained what I was toldby **** *****. The agent I spoke to, Walter, stated he would look into this and follow up. When he followed up in 3/8, I was informed it was nothing further to be done. I pushed and asked what the warranty covered if they could not replace. Walter stated he would follow back up. Walter followed back upon 3/22 I was toldthe best they could do was offer me a self adhesive liner to cover the hole and the liners were not even in the color of my dresser. I declined as the item should be replaced. Pictures, Emails and chat transcript from first conversation included. I am asking for a replacement from them for the damaged item received.

  

  Business response

  04/01/2024

  Please have ********** ****** contact **** ***** again. Since they purchased it through **** *****. They are responsible to refund them the purchase of the double dresser. We will work with them to resolve the issue

  Customer response

  04/01/2024

  
  Complaint: ********

  I am rejecting this response because I am not asking for a refund. I am asking for a replacement of a damaged item that is under a one year manufacturer warranty. It arrived damaged from the manufacturer not **** *****. **** ***** has stated numerous times they cannot replace and that if replacement was wanted to contact the manufacturer. Which I have done. 
  
  Regards,
  
  ********** ******

  

  Business response

  04/16/2024

  The order was placed with **** *****, not Dream On Me. They are the one's responsible to take care of the issue. If a replacement dresser is needed. They will be able to make the arrangements with us. We have worked with **** ***** in the past and they are very familiar with the process 

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because I have literally spoken to them several times. It is clear they will not replace as ********* has instructed me to reach out to them. I will no longer go back and forth and darn sure will not ever purchase anything from this company ever again.
  
  
  Regards,
  
  ********** ******

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 6th, 2023, I started my warranty claim for my Evolur ************ Recliner Glide Rocker. After going through all the troubleshooting (Request #******), it was acknowledged the chair power mechanism was defective and it needed to be replaced under warranty. Since then I have corresponded multiple times with "Dream on me" employee "*****" who advised she was waiting for follow up from her team. I believed I have been reasonably patient since it has been four months waiting for a resolution. I am respectfully seeking BBB help with this. Thank you

  

  Business response

  03/15/2024

  My customer service team apologizes for not getting back to ****************************. We are sending a new USB port which will alleviate his issue. I can provide a video to help him install it but it is too large to add to this correspondence

  Customer response

  03/26/2024

  
  Complaint: 21378112
  
  I am rejecting this response because: I have received the usb part however it did not fix the chair. Im waiting on a reply to see what the next option is
  
  
  
  Regards,
  
  *********************

  

  Business response

  04/09/2024

  I wanted to confirm we are replacing the glider with a new one. We are in the process of making the arrangements to ship it. Give it several days to arrive. Thank you for your patients. We apologize for the lengthy resolution

  Customer response

  04/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an Evolur Glider/swivel/rocker/recliner from Dream on Me on September 14, 2023. They are a 3rd party vendor of *****. I paid $466.39 for the chair. At first I was pleased until I found damage on the footrest of the chair. I called to return the chair and was emailed directions to return the chair myself. I had to bring it physically to *** and to be returned. I have an *** receipt that the company received it on September 22, 2023 at 10:03am. When received, Dream on Me was to refund the amount I paid back to my Macys card. It is now January 11, **** and I have yet to receive a refund from this company after numerous calls. I even returned to Macys and with the furniture manager, we spent another 2 hours trying to resolve this issue. We were told (for the second time) that I would receive an email with refund information. Again, I never received this information. Meanwhile, Im getting late charges on my account (this is the only purchase on this card) and threats going to a collection agency for a chair I no longer own. Maybe your office can light a fire under this company to refund what they owe me, so this issue can be resolved. Order #**********

  

  Business response

  01/18/2024

  Can I please have a copy of the purchase receipt. I need to know the style number or name of the glider purchased to verify it was returned. If they have a copy of the tracking from *** showing who signed for it would be helpful

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been reaching out to support for dream on me and advised some replacement parts would be shipped to me. I keep getting the run around and need the parts shipped ASAP as we are trying to get nursery set up ASAP for a new arrival. The request ID was ******. Can dome please call me or reach out ASAP to get these missing and damaged items replaced.

  

  Business response

  10/20/2023

  I am reaching out to my customer service team to see if they have your information and what is needed. I always recommend to provide as many details as possible so I can address it internally and get it resolved quicker. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Spent over $300.00 for a changing table unknowing DREAM ON ME was a 3rd party vendor around AUG8th(Most horrible frustrating customer service experience I have ever had). It was missing the table part where baby goes and there was damage to multiple pieces. I have had countless emails getting absolutely nowhere as only paint or a replacement part have been offered. My emails aren't being completely read as responses are continually incomplete addressing the MULTIPLE issues. I have made it clear many times I'm not accepting paint to paint this new dresser, while DREAM ON ME continues to refuse to replace the unit and continues to offer me paint. Currently they are even ignoring their partner marketplace(Rebelstork) so still unable to escalate or gain any traction towards a replacement with baby on the way.Rebelstork Dropship Order #***** DREAM ON ME ticket (******)

  

  Business response

  09/06/2023

  I am working with my customer service team to see the status of their complaint. It's always helpful to have our style number listed so I can better evaluate the problem. 

  Customer response

  09/06/2023

  
  Complaint: 20558551
  
  I am rejecting this response because:  I'm sorry not starting from scratch again after weeks of exhaustion. damage pics, missing parts pics, models, invoices all outlined in Rebelstork Dropship Order #***** then again in email thread DREAM ON ME ticket (256670)
  
  
  
  Regards,
  
  *************************

  

  Business response

  09/07/2023

  When I receive a notice from the Better Business Bureau. You are contacting a different team member from Dream On Me. It only delays things by not providing me the information I need to contact the correct team member and look for the quickest and best solution. In all honesty if you are looking for a replacement and not replacement parts. That should be handled directly with the retailer who sold you the product. That is our company policy. In this case I have already spoke to my office in ****** and they will be contacting you to provide a replacement. I can provide tracking information once the new dresser is shipped. 

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, I am waiting for replacement to be shipped.
  
  Regards,
  
  *************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Original Ticket ******* Made initial contact 6 days ago concerning a defective part for my “Brody” full size crib (step 4, part A2). After explaining the issue, sending multiple pictures, I was informed it would be 48hrs before it would be resolved. At about 72hrs after initial contact, I reached out again, since I hadn’t heard anything, and was told they were still waiting on a response from warranty and parts department. Later that day I received a message/email stating they needed more photos showing the part and issue. I took video!!! Here it is day 6, with no response/resolve, and a baby with no bed!!

  

  Business response

  07/26/2023

  We did ship out the requested parts. The last response we received back was the holes didn't line up. We need additional information and photos to better evaluate what the issue is and what are the correct parts are needed. Normally we get the specific part number from the assembly instructions. The more information we have to work with the better it is in resolving the problem. Please specify the exact part needed

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Again it wasn’t me that was sent to… My address is **** ***** ** ** **** **** ** ****** and that is in Ohio. So again my ticket is being confused with another, and this is showing to be a bigger issue than originally complained about!!
  
  
  
  Regards,
  ***** **** 

  

  Business response

  08/07/2023

   

  Good afternoon,

   

  We did mix up customers. The correct replacement part was sent to Scot Lowe. Below is the FedEx tracking number. It is shipping today.

  FedEx ************ *
  

  Thanks

  Vinnie S

  Dream On Me, Inc. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 26, I ordered a full-size folding crib from Dream On Me through amazon.com for $224.05. Model Name: Quinn Full-Size Folding Crib Model Number: 674-N Manufacturer Date: 2022-07-01 When it was delivered, I noticed that one of the pieces was significantly damaged. It is listed in the manual as Part E: Mattress Board. On March 2, I reached out to Dream On Me to receive a replacement part rather than returning the entire crib. After additional correspondence, they reached out on March 10 requesting more time to locate the part for me. It has now been an additional week with no further progress from Dream On Me to fix the problem. I am submitting this complaint for the purpose of reminding Dream On Me of their responsibility to replace a defective product in a timely manner. If they do not have the inventory to provide a substitute mattress board, I request a full refund.

  

  Business response

  03/28/2023

  I was in touch with my customer service team. They have been in contact with the customer and the damaged part was delivered and received. Sorry for the delay but the part was out of stock. So we opened a new box and took the part from it.

  Customer response

  03/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is very satisfactory to me.
  
  Regards,
  ****** ******

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 Dream on Me ***** 4-in-1 Convertible mini cribs, Pebble Grey March 2021. I paid ****** each, in total ******. I have the email receipts if needed.I have been trying to find the conversion kits to change into toddler bed or twin bed and they are no where to be found. I had a chat with the online services and was told they are still in production. When I informed them I purchased the cribs last year and it stated the kits were available (because if not I would not have purchased) I was told to let them look into it and someone will get back to me. I want my money back because the cribs are useless without conversion kits, my twins are now toddlers and soon will not be able to fit into a mini crib safely. I will also take different cribs with the conversion kits that are actually available and not "in production."

  

  Business response

  07/11/2022

  Good morning. I was out of the office on Friday. Can you please provide us with the model number of the crib and manufacturing date. This is located on the white label attached to the crib. It would also be helpful to know where the crib was purchased. Once I have more details. I provide a better response to where they can find the accessories for their crib.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩