Dreams Reviews

Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.69

1.7 Rating 323 Reviews

15 %

of reviewers recommend Dreams

Company Reviews

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Metrics

1.7

Based on 323 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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“We were unsure of purchasing our bed online from dreams after seeing the previous reviews of this specific bed so went to a showroom. Unfortunately they did not have a display bed on show. We talked to the staff who assured us that they had seen this frame and it was in fact the colour displayed in the website images and early reviews had been based on the early models of the bed and the issues raised were now resolved. We found out once the bed frame was unboxed this is not the case. The bed is FAR darker than the images suggest. You cannot see the wood grain etc in real life as you can on their website images. It's just a big dark block. Also, the images on the website clearly show the storage areas are finished internally to the same standard as the rest of the frame. That is also not the case. The storage areas are basically not finished at all and not stained to match the outer frame yet they are clearly visible at all times so stand out. The staff also told us that some of the review images were obviously taken in a dark room as opposed to a showroom. Well our bed faces a floor to ceiling window and the sun shines directly in through the window onto the bed. It doesn't help. The images on their site need to be changed to show the true colour of this frame. And they need to show that the storage areas most definitely do not have the stained finish applied to them unlike the obviously enhanced version shown on the website. It is frankly a massive disappointment as all our other bedroom furniture is much closer to the website images than to the bed which clearly is nothing like them in reality. I can't be bothered asking them to remove this massive piece of furniture as I have just seen the dreams delivery team arguing with my next door neighbour about his bed they delivered a short time ago. Apparently they won't remove his bed because of some random reason regarding pet cats. He doesn't have any pet cats, or any pets of any kind in fact, but that didn't stop them ringing their office and saying that was the problem with removal and refusing to take his bed back. I just don't need that kind of aggravation. Needless to say.. don't use them. Just read the rest of the reviews here about this company.”