Dreams Reviews

Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.70

1.7 Rating 322 Reviews

16 %

of reviewers recommend Dreams

Company Reviews

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Metrics

1.7

Based on 322 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 56%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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Email:

customerservices@dreamsbeds.co.uk

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"One month ago, my partner and I went to Dreams in Hereford to order a new bed. After originally planning on buying a king, we decided to purchase a super king instead. The woman who worked there made a great sales pitch and was kind and patient while serving us. After making our choice, we sat down to go through the order. At the time, we explained that we lived in a tight spaced house and that the stairs were tight. The woman assured us that this would not be an issue as the men delivering the bed had dealt with all sorts of tight accesses before and would be able to get it in. We ended up paying a sum of \u00a31,920 for a frame, mattress and instillation of the frame. Almost two weeks later, the bed was due to arrive. The delivery men spent 10 minutes in the house and stated that they could not get the super king up the stairs. They did not take the frame out of the box to try and get it up \u2013 we had measured the frame and knew this could fit up the stairs prior to ordering it. And so the bed and frame were taken away. \r\n\r\nHere the troubles starts\u2026Upon ringing the Hereford branch to discuss what our next steps were, we were not met with any form of customer service skills one would expect when an issue has occurred. No apology was given. We were informed that we could install a zip to the mattress due to the tight access however this would cost us an extra \u00a3260. Why this option was not provided at the start when we stated that we had tight access I am not sure as we would have looked at a cheaper mattress due to cost. After being told we could not have a refund, we went with the zip option. \r\n\r\nFast forward 4 weeks later to the current day. Mattress and frame arrive. Different delivery men (who were external and did not work for dreams like the previous gentlemen) who were able to get the very same frame up the stairs. It looked great and we were very happy. Then we saw the mattress\u2026a zip had indeed been installed, however, whoever had done the job had not levelled the mattress up and so one part of the mattress is currently at least 80mm longer than the other side! After spending \u00a31400 plus the \u00a3260 on this mattress, whoever felt that this it was acceptable to allow it to be sent out is unbelievable. We have a mattress with one half longer than the other! The delivery men stated that this was clearly appalling and said they would inform there was a fault with it in their notes. Due to this shock, I immediately rang the Hereford branch and asked to speak to the manager for some confirmation that something would be done about this expensive mistake. I was told that the manger was on maternity leave and that the deputy manager was with a customer. I informed the woman who I was on the phone with about my issue and she suggested I ring customer service. I did so and was placed in a 45 minute queue which ended with the line cutting out 35 minutes in. After work the same day, I rang the Hereford branch back and asked if the deputy manager was now free. They had obviously spoken about me ringing earlier as I could hear someone in the background (who I assume was the deputy manager) saying, \u201cI don\u2019t know what she wants me to do about it. What does she expect me to do?\u201d I was then put on with the deputy manager who was EXTREMELY unhelpful and very rude. She begrudgingly said she would email customer service for me and at the end of the phone call I could even here her laughing about my issue with another colleague! As someone who works with the general public in their job, I was absolutely horrified by the level of customer service shown by this individual. And someone who is given managerial responsibilities too! I am now looking at going to small claims court to get a refund for this bed which was misrepresented and faulty."

APOL

Dreams 1 star review on 30th November 2022

Anonymous

Dreams 1 star review on 29th November 2022

Anonymous

Anonymous // 01/01/2019

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“I would like to praise the two guys. Who delivered our bed and mattress . They went over and beyond .we are only three weeks into our new mattress but so far having read other reviews we are really happy and comfortable”

Helpful Report

Posted 1 year ago

“We bought a Campbell D mattress with a 3 week delivery wait. Comfortable in the shop but we were not warned that Memory Foam can cause some people to get very hot. My partner was fine but I did not sleep for 2 weeks as I was so hot. It was below freezing outside and I thought I must be ill. I am now sleeping on a spare mattress on the floor. If I buy a cheaper mattress Dreams don't refund the difference. If I swap it I spend another 3 weeks on the floor and pay £49 to swap the mattress. I could have bought a comfortable mattress elsewhere for 1/2 the price with next day delivery or simply put one in the back of our car.”

Helpful Report

Posted 1 year ago

“Avoid this company We had the worst experience Ordered 2 beds for my children Beds arrived both faulty The driver and his assistant where very rood they left both beds in bed room with half the beds undone because both faulty The driver runaway without contacting the Debo for advise Avoid this company Absolutely rubbish”

Helpful Report

Posted 1 year ago

“? This is what they sell you to what you really get. Second hand filthy bed !! That doesn't even fit 🤔😒😯😲”

Helpful Report

Posted 1 year ago

“This jacobs mattress is not king size like I ordered and paid for and it's not that deep. Very disappointed with this purchase. I thought better of dreams”

Helpful Report

Posted 1 year ago

“Just to let future customers aware of the aftercare of Dreams,we bought a king size mattress in Sept 2020 cost of £700 so not a cheap one but not a dear one (,and I might add we saved for this as we are pensioners and thought long and hard of where to purchase it)last couple of months noticed hump down middle of mattress phoned dreams they sent out insurance company he explained what they look at layed on bed said hump was very noticeable took measurements noticed that at that time it had a broken zip told him we turned it once a month,oncompletion of inspection he let us put comment on audio recording on phone and said that Dreams would contact us in a few days 2 weeks we t by so called Dreams waited over 25 minutes to speak to someone just to be told they cant do anything about it and that was it not even a courtesy call so if your thinking of buying a mattress think twice where you buy it and certainly think twice before going to Dreams.”

Helpful Report

Posted 1 year ago

“4 times the bed has been repaired as the supplier and Dreams kept issuing faulty parts. A further report was made in May 2022 and following an inspection it was agreed the foot board would need to be replaced again. This was authorized and agreed by both parties, schedule to take place in August, yes that is how slow they were. At the end of June I agreed for closure of my complaint with dreams no further claims would be made upon final settlement of the remiander of the bed in a refund. The defintion of further clearly stating "additional to what already exists or has already taken place, been done, or been accounted for" as per the English Oxford Dictionary and for all legal purposes. So, what did the crooked conartist Peter Lally do. He cancelled the pre-existing claimed and refused to honor it, without initially telling me. It was only in August when I called to find out why it did not take place I was told. At no point was this agreed with Dream, at no point was this mentioned to me. The poor performing complaints manager Peter Lally tricked me and has intentionally left me with a damaged product. The pre-existing claim cancelled unlawfully and he has since refused any help. So to any of you who have a preexisting claim, when they say any further or future claims they will happily cancel all claims and not tell you about. They will happily take money from you and leave you with a damaged broken product, despite whatever they refunded me, the pre-existing claim should legally have been honored as our written agreement was for further/ future claims. The poor performing complaints manager Peter Lally does not conduct himself in a professional or customer focused manner. He is a liar, a cheat and crook. Date of experience: 14 August 2022”

Helpful Report

Posted 1 year ago

“The shop service was excellent but fell off a cliff after that, they delivered a dirty used mattress that had been sent back by at least one other customer, I paid £1299.00 for a new one and received second hand goods in poor condition. As for the customer service very poor and unprofessional, eventually did get the mattress return ed any money back. Don`t be intimidated by all there own rules and regulations which bare no resemblance to your actual rights, just get stuck into them if you have a problem but make sure you don`t be abusive and you will get there. best option is don`t go to dreams if you don't want nightmares”

Dreams 1 star review on 11th November 2022

Helpful Report

Posted 1 year ago

“Firstly i must say i am not at all enthusiastic with the Quality of the Matteress and draw divan I Paid £ 999 for materess and 4 drawer base . Which is Supposed to be none slip as it is printed all over the material'"" I sit on the edge of the materss and it slides like it has, been lubricated Not funny at the least As for the matterss i had to get them to send in one of there (Paid fault finding inspectors) Because the mattress was sinking on the side i sleep No fault found but i have photoes of the failings ! My last materress was a sealy gold plus- 14 years not one issue This particular brand is so so much iinferior in overall quality in every way !! Considering the price£ £999! Yes i was Dreamin when i bought it They said i could exchange it buti would have to pay for transport , and pay extra for a Supposed better matteress . Which i do not believe they could furnish me with”

Helpful Report

Posted 1 year ago

“Rubbish Products and shameful customer services. I bought my mattress a year ago, which has lost all its firmness, when I reportrd to Dreams, they sent someone to check a month later, who told us that the mattress did indeed lose their firmness but then they refused our claim regardless. Then I spoke to customer service, who said that they can provide store credit but all the mattresses they now have are more than triple the purchase price. The previously bought mattress has been discontinued. When I asked them to refund, they simply just stopped replying. Very poor experience.”

Helpful Report

Posted 1 year ago

“Their delivery service is disgusting. When ordered the bed I was given a delivery date. I explained to the person on the phone the only time I can not do is 8.30-10 due to being a single mum with 2 children one disabled and that I have to frt them into 2 different schools in the morning. But I can do any other times. I received a text the day before delivery between 8.30-10.30. I phone them up explained the situation and they refused point blank to help in anyway. Its that time or u have to cancel. No care no consideration for carer's nothing. So I cancel and rearrange for following week. I then explained my situation and what times I can not do. Again they give me.8.30 10.30 and refused to help anyway shape or form. I had to take my 2 children really early in the morning to pick up my elderly dad so I had someone there so I could have a bed I ordered. Sorry dreams never again”

Helpful Report

Posted 1 year ago

“First of all I would like to mention that I had to wait for delivery of the bed for almost 6 months, when I was ordering it on the website it said 6- 8 weeks. When it finally arrived I found out that width of the bed is incorrect. It is 4cm wider then described on the website therefore it doesn’t fit in my bedroom. Don't buy from Dreams!”

Helpful Report

Posted 1 year ago

“Hi Me and family have been your customers since 2015, We have always shopped at DREAMS first when ever making a decision about buying new furniture we always go to DREAMS, Your customer service is great at all stores, And your products are great as well. I have just purchased a new house for my wife, And it’s our new first home. We love it it’s our dream come true. The first store we walked into was DREAMS for our new home furniture We ordered the bed frame and side table from you and some pillows for the time being because we run two business so we have very limited time. The products range is very good as well at DREAMS. The delivery Date was 23.8.22 8am we had a call from the delivery driver explaining he will be arriving just after 8am we said no problem as we actually set our alarm clock from 7am because we were super excited to see our new furniture. Me and my wife were upstairs in the we heard a big BANG to our main door, me and my wife got very scared and frightened, I quickly made my way to the main door using stairs, As I reached half of the stairs I heard another BANG to my door. I quickly opened the door and your delivery driver was standing there right in front of my door, He looked very angry and aggressive so I didn’t say anything as my wife is 7 months pregnant, There was only me and my wife at home. My wife was so scared she stayed in the second room and didn’t come out. This is the same guy who assembled my bed frame. I gave him the space to do what he has to do, I offered him coffee or water but he didn’t reply back. Both drivers didn’t want to speak to me. I don’t no what wrong I have done ? I really want to know ? I felt very low for the whole day and now I am thinking of putting cameras in my house front and back as I am scared for my family. This was the worse experience I have ever faced in my life. I spent over £1200 and this what I deserved. I am a very understating and friendly person to approach.”

Helpful Report

Posted 1 year ago

“We recently purchased a new bed,and mattress from Dreams,and after a couple of months we had issues with our bed, and the mattress. But Dreams we’re excellent in the treatment of our complaint,and dealt with it straight away. They replaced,the bed,and we paid extra to upgrade our mattress to Tempur,and they kindly gave us Tempur pillows free of charge. So would highly recommend them, you can rely on them to do the right thing at all times.”

Helpful Report

Posted 1 year ago

“Our matress colapsed. Had it inspected. It's a faulty matress. Dreams offered us a new matress after some deliberation. Should have been delivered today. Just had an e mail saying as i could not meet the delivery slot , ring and book anorher slot. I was at home all day no one turned up. Now unable to get hold of any one to talk to. This is the last time i or anyone i know will use dreams. Avoid like the plague.”

Helpful Report

Posted 1 year ago

“Disaster. Bought mattress having had a hard sell from sales chap and it lasted 9 months . How does a mattress break ? Just disgusted. It is very clear to me they buy bulk nasty cheap mattresses and sell on at an inappropriate price point for horrific quality. Will never shop at Dreams again and will be sure to tell others of my experience.”

Helpful Report

Posted 1 year ago

“AVOID or it will cost you. Overall verdict: incompetent sales staff, unheard of return policy, company who doesn't care about customer satisfaction as long as they got your money. Long read below: I went to Dreams West End store for a mattress and saw a bed which seemed OK, so I placed an order for both. I was explained the mattress return policy, but it wasn't mentioned to me that if I placed the bed order in the store I wouldn't be able to return it. Yes, you heard it right, no returns for in-store orders, but yes for online orders. Bizarre and probably the only retailer out there who does this. I would never have bought in store if I was alerted to this, no one probably would hence they don’t tell you. The sales person has also failed to advise me that with my choice of mattress and bed, the bed will come all the way to my hip and I am not a short person! That I would literally need to climb into bed and my feet won't reach the ground when I sit on it. This and the fact that the craftsmanship of the bed itself isn't great was why I called the Customer Services and asked for a refund. That’s when I found out about the in-store order policy and was told that they would not give me money back. I asked to speak with someone senior. The operator told me they would just tell me the same, but if I wanted to I could speak with the store. I went to the store, where they were at a loss about this advice as (conveniently) they cannot process refunds. They told me they would get in touch with Customer Services and raise this immediately or tomorrow: either way I should expect a call within 24-48 hours. When after 4 days no call arrived, I called the store again to check if they indeed got in touch with Customer Services. By then I also found out that Dreams do have an escalation process - again, no one bothered to tell me. The store said that yes they were in touch with Customer Services and I should expect the call within 24-48 hours. Five days later I called Customer Services. They did not appear to have any escalation request, they only received an email from the store about my visit. I have been again told about the non-return policy and that even if I escalated this the answer would be the same. I have requested to escalate anyway, but not expecting much and will be pursuing this though my credit card provider too. Needless to say this has been one very unpleasant and stressful experience and it definitely dampened the mood of settling into my new place a lot as now I have a bed I hate and I don't seem to be able to get rid of.”

Helpful Report

Posted 1 year ago

“My review is nothing to do with in store customer service, they are great. My issue is the main customer service that deal with faulty products. This company and matteress came massively recommended for comfort and top notch customer service but all I can say is avoid at all costs. We have been discriminated against due to my partners disability and factors unavoidable. For the first year our Hypnos Milford was a dream. We followed all the advise we were given regarding using a matteress protector and rotating/flipping on a 3 month basis but despite this we have awful sagging/dipping in the matteress. So bad so that my partner is having to see a chiropractor and I havent slept a full night in over a year. We had an inspector out who was utterly shocked and disgusted by the dips in the matteress and stated it must be faulty. Sadly for us, our claim wasn't even considered due to a stain on the matteress. My partner has a life limiting heart condition which requires him to take medication which then on causes night sweats. When this was raised with the company we received the same old basic lines.”

Helpful Report

Posted 1 year ago

“I just had a very bad experience. I just had a very bad experience. I purchased a mattress though online website and I have been given deferent delivery date! When I called customer services to get sorted it out they refused to change my delivery date even I suggested to pay extra or collect it from any store!! As I understood from them is take it or leave it. This is not a dream it is a nightmare!!”

Helpful Report

Posted 1 year ago

“DO NOT DO BUSINESS WITH THIS COMPANY Bed delivered 2days ago cannot get into it as it js so high have expained the situation with dreams and told although I have not used it as I am unable to get into it because of the height I am 5ft and I have osteoporosis and arthritis of the knees they have refused to give me a refund or to collect the bed have suggested I sell privately to cover some of the cost. Will exchange bed/ base but other than that will refuse to give refund or even collection although never used and not fit for purpose. BE VERY CAUTIOUS”

Helpful Report

Posted 1 year ago

Dreams is rated 1.7 based on 322 reviews