I received a baby changing table/dresser combo from a retailer from my registry listI am not sure if one of the pieces were defective from the manufacturer or damaged en route to me, but I contacted Dream on Me, Incdirectly as the retailer wanted me to repackage and send back the entire dresser, and then have a replacment sent outI just wanted the part that was damaged to be sentAfter I immediately provided all the necessary documentation to Dream on Me, I waited a week before I called to speak to someone different as the item had never shippedShe assured me that this should not have taken that long and that she would have it shipped immediately to arrive to me by the day before my shower, so that I could have the piece assembled and ready for my out-of-town guests to view the nurseryOnce I spoke with Chrissy, everything was handled well and professionallyChrissy should get a raise, if this is viewed by her supervisor, as she restored my faith in the company :)
The parts have been set out to the customer when the first contacted Dream on Me on 11/4/This is now the 3rd time Dream on Me is sending Nuts and BoltsI have proof of all the packages sent out to *** *** *** @ *** ***
** *** ** ***If you would like to see the mailing proof of these packages sent to the Consumer please email me at *** and I will send back scanned PDF file of Mailing Parts, now the 3rd time
Product out of warranty period, offered part for free only charge shipping $Customer unhappy
with this.DOM agreed as a good will gesture to replace entire porta crib at no charge including shippingAsked customer to destroy original and send picturesWhich customer agreed as fair and acceptable resolutionReceived pictures of destroyed crib 10/29/Shipped free replacement crib on 10/30/and notified customer of this with below email including UPS tracking #Company has satisfied customer complaint
Dear *** ***,
I just received your pictures thank youyour tracking is ***this will ship with ups today,
I purchased a dream on me Nikko crib for my daughter, when I opened the box I was disgusted to see that there were LIVE termites inside of the boxThe crib was completely destroyedI called customer service & they were extremely rude & nastyI was willing to provide my receipt for them, but they were not willing to accept my proof of purchase as a form to reimburse me for the cribThe lady from customer service just said you must have termites in your house & we do not, we've had to call an exterminator out to check & NOTHING!! They were only in that crib box that was UNOPENED! I do not recommend this company do not give them your business because they are unprofessional crooks!
Spoke with consumer over phone and followed up with below email Customer seemed satisfied with proposed resolution
sans-serif line-height: 1em;">Hi ***,
We apologize for the confusion regarding the optional conversion rails for the Brody CribUp till now all our customers have had no problem with the metal bed frame option we recommendBut as a good will gesture, since you felt the manual was misleading, we will be send you #*** posts valued at $at no chargeYou had mentioned not being able to find metal full bed frames that will safely support a footboard as well as headboardPlease click on attached links for two heavy duty models both offering this featureBased on the popularity of these frames for Adult beds as well as the thousands of satisfied Brody customers, I have no doubt that your sleigh bed would be very secure if you choose to go ahead with these options***
***
If you would prefer wood rails and can wait, as I shared over the phone, we are working on bringing these in from Asia in the next few monthsWe do not have a confirmed ETA yetIf you would prefer to have wood rails and can wait, please contact me end of July and I should have a better idea as to availability and will work with you to get these to you once they arrive
Please confirm this as a satisfactory resolutionOnce we receive your approval we will forward the posts to you at no charge
Best regards,
*** ***
VP of Sales
Customer reached out by phone to our customer care department and provided imagery and summary of issue by email on Thursday Feb 11th. Was understood that the customer is of the belief that color of the dresser did not match the crib. Upon reviewing the imagery
Dream On Me determined that the color of the dresser was espresso though of a lighter shade due to a different country of origin which was explained to the customer. Customer care manager explained to the customer that the dresser is not intended to go with that particular styled crib that the assumption that they are part of the same collection was an error as the crib is named *** and the dresser is named *** The reality that the customer was dissatisfied with the product is understood but does not warrant a refundIt warrants a return to the retailer
Regarding customer complaint # [redacted], we have made two attempts, both phone message and email to the customer, [redacted] on 10/and have not gotten any response back to date
" margin: 0px">Typically our company policy is to provide parts only which were all sent, but in consideration of the mistake of UPS vs Fed ex delaying the part shipment, we have offered a gift card as well.
FYI the complaint states that no response was made from Sept 16th until Oct 13th when in fact we have documented proof that since her husband contacted us just a couple of days later on Saturday September 19th, we in fact responded on the very next business day Monday Sept 21stAnd that parts were sent out on Sept 24thUnfortunately, a mix up with UPS and Fed Ex was made and we apologized on Oct 1st and corrected that mistake on Oct 3rdIt is our understanding the customer to date has received all requested parts and in addition, in recognition of this error we have offered a compensation of a$gift cardPlease see below
Dear [redacted],
Tried to reach you by phone on Friday, 10/I would like to apologize for the aggravation you and your husband had to go through regarding one of our products and the delay in resolving it.Going forward, I will personally make sure any such issues will be handled in a more expedient mannerPlease accept an Amazon gift certificate for the amount of $as compensation
Please confirm that you accept this as final resolution of this issue so we can reach closure on this matterUpon receipt of your confirmation we will order the gift card through amazon website for you (will arrive via email, please confirm proper spelling of name you wish to be printed on gift card and email address to send to).
We will forward this information to the Revdex.com referencing your case #[redacted]They will likely contact you to confirm that your complaint has been resolved to your satisfaction
Thank you for your feedbackIt will be used as a learning tool to help improve our products and marketing materials in the future so others will benefit as a result
Sincerely,
In lieu of the fact that customer was unable to return damaged item to retailer as is typically our policy when extra spare pars are not available, Dream on Me was able to locate a new crib and sent requested parts to Mr[redacted] on 3/2/
Mr[redacted] was emailed tracking #
"">[redacted]
for shipment on 3/2/Customer was satisfied with this resolution
I ordered the Dream On Me Havana 5-in-1 convertible crib online. Once it arrived, I found that the toddler rails, which had been explicitly claimed to be included, were not in fact included. I was able to fill out the contact information page on their website, and got a reply from Morris Srour. Morris did a fantastic job of explaining that while they are in the process of getting the product description updated to no longer claim that the toddler rails are included, it takes time.
I was not happy about the possibility of either having to purchase another part separately or return my original purchase. After a lengthy rant from me, Morris kept calm and professional and made efforts to make it right by offering the toddler rails free of charge since it was advertised the way it was.
I recently purchased a Dream On Me crib. There was a problem with the back leg. I contacted the company and my problem was quickly resolved. I dealt with Monasia and she provided me with excellent customer service and went above and beyond what I expected. As a result of this excellent customer service, I will continue to buy their products and recommend others to also buy their products.
Consumer contacted DOM on 9/14 and after many communications back and forth was able to produce proof of purchase for two Brianna cribs item 676. Consumer only complained about one of the cribs being purchased. The Brianna was discontinued early 2015 and to date there are no...
replacement parts. Consumer sent imagery of damaged parts that showed clear signs of wear and tear and teething. Ordinarily Dream On Me will replace the damaged part free of charge but since the item is discontinued we offered =1 better valued crib that shipping costs were expected to be subsidized. Now consumer is expecting TWO cribs completely free of charge when no proof was presented on second crib. To defray any further issues DOM will ship consumer one new crib to replace defective product free of charge. There has been no proof of any issue on second crib and DOM will not be issuing anything on the second crib.
Customer was contacted on 9/1/2015. An approximate 7 minute conversation was exchanged between the consumer and the Dream On Me representative, during said conversation details were shared around the confusion of the company's...
customer service department concerning sending correct parts. It was agreed upon between the Company representative and the customer that upon receipt of imagery of the destroyed crib Dream On Me will issue a check for $100. There was a mutual cordial understanding between the parties at the end of the call.
I ordered Dream On Me's Sofia Posh Curcular crib in white, after unpacking the product, we noticed that several parts were damaged. I immediately notified the company on the incident. Though initially frustrated, the problem was resolved in the best way possible .Working directly with customer service representative Daniel Rojas, I was able to receive a replacement crib . The company has excellent customer service and I will definitely recommend them to all mom-to-be's!
5/26/16 Subject: [redacted] Revdex.com Complaint ID: [redacted] Dear [redacted], I am the assistant to the VP of Sales of our company and was asked by...
him to follow up on your complaint and make sure it is resolved in a satisfactory manner. I tried calling the phone number listed by Revdex.com on your complaint ([redacted] and was advised it was not a working #. We apologize for the confusion with your part. I have personally researched this matter and was advised that your parts were definitely shipped and according to our customer service director, [redacted] that you should have received them by now. The issue with tracking this shipment is a problem we have discovered with USPS, unless shipment is overnight, they will not take responsibility for the reliability of their tracking #’s and often the mail carrier fails to scan the item leaving the # invalid in the system while in fact it is on route. Please confirm that you have in fact received these parts and a phone # you can be reached at as I would like to personally make sure your satisfaction on this matter is complete. [redacted] [redacted]
I was forwarded your complaint from Better Business...
bureau. I tried calling the phone # on your email but it states no incoming calls.
I have taken over all such complaints and want to apologize that yours was not responded to in a more timely manner.
All the items you picture are past the warranty (3 months on cribs and one year on mattress). Even if the items were within warranty period, our warranty, as is standard among all crib manufacturers only covers factory defects and does not extend to accidents or damage caused by outside causes such as teething or wear and tear which is clearly what took place in your two cribs. Sadly there is nothing any manufacturer of cribs can do to protect against such damage caused by a child teething on their furniture. The finish is baby safe and has been tested for non-toxicity. As such it is more delicate as the hardening agents often found in adult furniture has been deleted from the finish for safety purposes. The good news is no worries on the danger to child.
As far as the leg of the crib breaking. It is impossible for us to determine cause of this breakage, but again since it was reported well past the 3 month warranty period the damage is not covered. We suggest you remove the wheels on all four legs and glue and clamp the small broken piece with wood glue. This will make the crib safe and functional.
We cannot suggest anything for the teething damage. There are aftermarket rail covers customers purchase but not sure they come in portable crib sizing.
The mattress damage is clearly a result of some tear in the fabric, likely caused by some object that must has pierced the cover and again not a factory defect plus it is over the warranty coverage.
As a good will gesture due to the delay in responding to your communication we would offer refunding you the cost of your two mattresses so you can purchase replacements. But we cannot offer compensation on the two cribs for the reasons explained above.
With your approval of this offer we will send you an Amazon or Walmart gift card so you can purchase replacement mattress directly from either of these sites.
Please feel free to reach me on my cell phone listed below if you would like to discuss this matter further.
I received a baby changing table/dresser combo from a retailer from my registry listI am not sure if one of the pieces were defective from the manufacturer or damaged en route to me, but I contacted Dream on Me, Incdirectly as the retailer wanted me to repackage and send back the entire dresser, and then have a replacment sent outI just wanted the part that was damaged to be sentAfter I immediately provided all the necessary documentation to Dream on Me, I waited a week before I called to speak to someone different as the item had never shippedShe assured me that this should not have taken that long and that she would have it shipped immediately to arrive to me by the day before my shower, so that I could have the piece assembled and ready for my out-of-town guests to view the nurseryOnce I spoke with Chrissy, everything was handled well and professionallyChrissy should get a raise, if this is viewed by her supervisor, as she restored my faith in the company :)
The parts have been set out to the customer when the first contacted Dream on Me on 11/4/This is now the 3rd time Dream on Me is sending Nuts and BoltsI have proof of all the packages sent out to *** *** *** @ *** ***
** *** ** ***If you would like to see the mailing proof of these packages sent to the Consumer please email me at *** and I will send back scanned PDF file of Mailing Parts, now the 3rd time
Product out of warranty period, offered part for free only charge shipping $Customer unhappy
with this.DOM agreed as a good will gesture to replace entire porta crib at no charge including shippingAsked customer to destroy original and send picturesWhich customer agreed as fair and acceptable resolutionReceived pictures of destroyed crib 10/29/Shipped free replacement crib on 10/30/and notified customer of this with below email including UPS tracking #Company has satisfied customer complaint
Dear *** ***,
I just received your pictures thank youyour tracking is ***this will ship with ups today,
I purchased a dream on me Nikko crib for my daughter, when I opened the box I was disgusted to see that there were LIVE termites inside of the boxThe crib was completely destroyedI called customer service & they were extremely rude & nastyI was willing to provide my receipt for them, but they were not willing to accept my proof of purchase as a form to reimburse me for the cribThe lady from customer service just said you must have termites in your house & we do not, we've had to call an exterminator out to check & NOTHING!! They were only in that crib box that was UNOPENED! I do not recommend this company do not give them your business because they are unprofessional crooks!
Spoke with consumer over phone and followed up with below email Customer seemed satisfied with proposed resolution
sans-serif line-height: 1em;">Hi ***,
We apologize for the confusion regarding the optional conversion rails for the Brody CribUp till now all our customers have had no problem with the metal bed frame option we recommendBut as a good will gesture, since you felt the manual was misleading, we will be send you #*** posts valued at $at no chargeYou had mentioned not being able to find metal full bed frames that will safely support a footboard as well as headboardPlease click on attached links for two heavy duty models both offering this featureBased on the popularity of these frames for Adult beds as well as the thousands of satisfied Brody customers, I have no doubt that your sleigh bed would be very secure if you choose to go ahead with these options***
***
If you would prefer wood rails and can wait, as I shared over the phone, we are working on bringing these in from Asia in the next few monthsWe do not have a confirmed ETA yetIf you would prefer to have wood rails and can wait, please contact me end of July and I should have a better idea as to availability and will work with you to get these to you once they arrive
Please confirm this as a satisfactory resolutionOnce we receive your approval we will forward the posts to you at no charge
Best regards,
*** ***
VP of Sales
Customer reached out by phone to our customer care department and provided imagery and summary of issue by email on Thursday Feb 11th. Was understood that the customer is of the belief that color of the dresser did not match the crib. Upon reviewing the imagery
Dream On Me determined that the color of the dresser was espresso though of a lighter shade due to a different country of origin which was explained to the customer. Customer care manager explained to the customer that the dresser is not intended to go with that particular styled crib that the assumption that they are part of the same collection was an error as the crib is named *** and the dresser is named *** The reality that the customer was dissatisfied with the product is understood but does not warrant a refundIt warrants a return to the retailer
Regarding customer complaint # [redacted], we have made two attempts, both phone message and email to the customer, [redacted] on 10/and have not gotten any response back to date
" margin: 0px">Typically our company policy is to provide parts only which were all sent, but in consideration of the mistake of UPS vs Fed ex delaying the part shipment, we have offered a gift card as well.
FYI the complaint states that no response was made from Sept 16th until Oct 13th when in fact we have documented proof that since her husband contacted us just a couple of days later on Saturday September 19th, we in fact responded on the very next business day Monday Sept 21stAnd that parts were sent out on Sept 24thUnfortunately, a mix up with UPS and Fed Ex was made and we apologized on Oct 1st and corrected that mistake on Oct 3rdIt is our understanding the customer to date has received all requested parts and in addition, in recognition of this error we have offered a compensation of a$gift cardPlease see below
Dear [redacted],
Tried to reach you by phone on Friday, 10/I would like to apologize for the aggravation you and your husband had to go through regarding one of our products and the delay in resolving it.Going forward, I will personally make sure any such issues will be handled in a more expedient mannerPlease accept an Amazon gift certificate for the amount of $as compensation
Please confirm that you accept this as final resolution of this issue so we can reach closure on this matterUpon receipt of your confirmation we will order the gift card through amazon website for you (will arrive via email, please confirm proper spelling of name you wish to be printed on gift card and email address to send to).
We will forward this information to the Revdex.com referencing your case #[redacted]They will likely contact you to confirm that your complaint has been resolved to your satisfaction
Thank you for your feedbackIt will be used as a learning tool to help improve our products and marketing materials in the future so others will benefit as a result
Sincerely,
In lieu of the fact that customer was unable to return damaged item to retailer as is typically our policy when extra spare pars are not available, Dream on Me was able to locate a new crib and sent requested parts to Mr[redacted] on 3/2/
Mr[redacted] was emailed tracking #
"">[redacted]
for shipment on 3/2/Customer was satisfied with this resolution
I ordered the Dream On Me Havana 5-in-1 convertible crib online. Once it arrived, I found that the toddler rails, which had been explicitly claimed to be included, were not in fact included. I was able to fill out the contact information page on their website, and got a reply from Morris Srour. Morris did a fantastic job of explaining that while they are in the process of getting the product description updated to no longer claim that the toddler rails are included, it takes time.
I was not happy about the possibility of either having to purchase another part separately or return my original purchase. After a lengthy rant from me, Morris kept calm and professional and made efforts to make it right by offering the toddler rails free of charge since it was advertised the way it was.
I recently purchased a Dream On Me crib. There was a problem with the back leg. I contacted the company and my problem was quickly resolved. I dealt with Monasia and she provided me with excellent customer service and went above and beyond what I expected. As a result of this excellent customer service, I will continue to buy their products and recommend others to also buy their products.
Consumer contacted DOM on 9/14 and after many communications back and forth was able to produce proof of purchase for two Brianna cribs item 676. Consumer only complained about one of the cribs being purchased. The Brianna was discontinued early 2015 and to date there are no...
replacement parts. Consumer sent imagery of damaged parts that showed clear signs of wear and tear and teething. Ordinarily Dream On Me will replace the damaged part free of charge but since the item is discontinued we offered =1 better valued crib that shipping costs were expected to be subsidized. Now consumer is expecting TWO cribs completely free of charge when no proof was presented on second crib. To defray any further issues DOM will ship consumer one new crib to replace defective product free of charge. There has been no proof of any issue on second crib and DOM will not be issuing anything on the second crib.
Customer was contacted on 9/1/2015. An approximate 7 minute conversation was exchanged between the consumer and the Dream On Me representative, during said conversation details were shared around the confusion of the company's...
customer service department concerning sending correct parts. It was agreed upon between the Company representative and the customer that upon receipt of imagery of the destroyed crib Dream On Me will issue a check for $100. There was a mutual cordial understanding between the parties at the end of the call.
I ordered Dream On Me's Sofia Posh Curcular crib in white, after unpacking the product, we noticed that several parts were damaged. I immediately notified the company on the incident. Though initially frustrated, the problem was resolved in the best way possible .Working directly with customer service representative Daniel Rojas, I was able to receive a replacement crib . The company has excellent customer service and I will definitely recommend them to all mom-to-be's!
Here is email sent on 5/26
5/26/16 Subject: [redacted] Revdex.com Complaint ID: [redacted] Dear [redacted], I am the assistant to the VP of Sales of our company and was asked by...
him to follow up on your complaint and make sure it is resolved in a satisfactory manner. I tried calling the phone number listed by Revdex.com on your complaint ([redacted] and was advised it was not a working #. We apologize for the confusion with your part. I have personally researched this matter and was advised that your parts were definitely shipped and according to our customer service director, [redacted] that you should have received them by now. The issue with tracking this shipment is a problem we have discovered with USPS, unless shipment is overnight, they will not take responsibility for the reliability of their tracking #’s and often the mail carrier fails to scan the item leaving the # invalid in the system while in fact it is on route. Please confirm that you have in fact received these parts and a phone # you can be reached at as I would like to personally make sure your satisfaction on this matter is complete. [redacted] [redacted]
I was forwarded your complaint from Better Business...
bureau. I tried calling the phone # on your email but it states no incoming calls.
I have taken over all such complaints and want to apologize that yours was not responded to in a more timely manner.
All the items you picture are past the warranty (3 months on cribs and one year on mattress). Even if the items were within warranty period, our warranty, as is standard among all crib manufacturers only covers factory defects and does not extend to accidents or damage caused by outside causes such as teething or wear and tear which is clearly what took place in your two cribs. Sadly there is nothing any manufacturer of cribs can do to protect against such damage caused by a child teething on their furniture. The finish is baby safe and has been tested for non-toxicity. As such it is more delicate as the hardening agents often found in adult furniture has been deleted from the finish for safety purposes. The good news is no worries on the danger to child.
As far as the leg of the crib breaking. It is impossible for us to determine cause of this breakage, but again since it was reported well past the 3 month warranty period the damage is not covered. We suggest you remove the wheels on all four legs and glue and clamp the small broken piece with wood glue. This will make the crib safe and functional.
We cannot suggest anything for the teething damage. There are aftermarket rail covers customers purchase but not sure they come in portable crib sizing.
The mattress damage is clearly a result of some tear in the fabric, likely caused by some object that must has pierced the cover and again not a factory defect plus it is over the warranty coverage.
As a good will gesture due to the delay in responding to your communication we would offer refunding you the cost of your two mattresses so you can purchase replacements. But we cannot offer compensation on the two cribs for the reasons explained above.
With your approval of this offer we will send you an Amazon or Walmart gift card so you can purchase replacement mattress directly from either of these sites.
Please feel free to reach me on my cell phone listed below if you would like to discuss this matter further.