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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”