Dreams Reviews

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

1.7 Rating 322 Reviews

16 %

of reviewers recommend Dreams

Company Reviews

Questions

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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“Poor customer services One week following my cancellation request and Cancellation department is still had not acknowledged it Delivered items to wrong address”

Helpful Report

Posted 1 year ago

“Great service from Andrew so helpful he made our visit an enjoyable experience great at his job”

Helpful Report

Posted 1 year ago

“Delivered wrong mattress, no acknowledgement or response from my emails!!!”

Helpful Report

Posted 1 year ago

“Terrible experience. No communication following a failed delivery, lengthy wait for the redelivery date and Dreams unwilling to compensate us for their dissapointing service. Very surprised.”

Helpful Report

Posted 1 year ago

“My stair wall was damaged and whilst dreams have accepted responsibility and passed to their insurers , the insurer is now saying they have only received one of the original documents. however they have waited 5 weeks to let me know. Poor communication..When challenged I was told I should be lucky they have contacted as it usually takes 3 months! this is not good service. This is the second damaged room from two separate deliveries from dreams. I think perhaps the delivery teams are under pressure to get through the deliveries?”

Helpful Report

Posted 2 years ago

“NOT ALLOWING TO CANCEL within 48 hours NOT ALLOWING TO CANCEL within 48 hours. SCAM and unreliable customer service over the phone. I have been trying to cancel the order and despite of several calls and emails I have not been able to do so because they tell you that you need to wait for a call back from the cancellation team. By their terms, you have 48 hours to cancel it or amend it, if ordered in-store, but they give themselves 72 hours to call you back-thats what they said bit actually 1 week gone and no one called back and no one replies to emails,, and when you call back you are in the queue and when you get to speak to someone you are again told to wait for the cancellation team to call you back. they are dragging it forward on purpose and keep your money. Contacting Fairtrade authority and my visa to get a charge back.”

Helpful Report

Posted 2 years ago

“We bought an item before christmas. Sadly it did develop a fault, so we returned with it after christmas. By the time we got home to Connahs Quay our phone was rining - a replacement item would be delivered all free of charge, no quibbles, within 4 days. Fantastic staff and fantastic serevice. Highly recommend Dreams in Chester .Hilary”

Helpful Report

Posted 2 years ago

“Worst company ever. I bought wrong mattress by mistake. Called them straight after delivery they told us to use new one and they will collect as used onebeacuse they took our old mattress. They found little stain after looking with torch and refused to collect it wven the stain was easly removed so have been left with wrong mattress”

Helpful Report

Posted 2 years ago

“Appalling service AVOID this company! I purchased a mattress. Delivery men were very rude & unpleasant. After a week of very little sleep due to the mattress being so uncomfortable I requested a replacement under their so called ‘comfort exchange’ & had to pay extra for a new mattress plus delivery & removal fee. When the delivery men came they found a few marks under the mattress & refused to exchange it. I advised that as I sleep on top of the mattress not the base I did not cause the marks. They informed me that the delivery men would have worn gloves & would have removed the mattress cover in front of me so that I could inspect it. No, this did not happen…the delivery men were in my house all of five minutes - they did NOT wear gloves & they removed the plastic wrapping & put the mattress in position & left the house. At no point was I asked to inspect it. I was told to send photos & an email to customer services which I did…that was 6 days ago. I have received no reply not even an email to acknowledge my email to them! I have phoned three times, each time I was advised that someone would phone me back….no one has! Disgusting service - I will never recommend this company who clearly con people out of their money & then negate any responsibility for their failures!”

Helpful Report

Posted 2 years ago

“Do not buy from dreams sold me not one but two faulty mattresses, then on 3 rd I hated it offered a replacement despite using a protector they rejected return due to a small mark on side of mattress when I rushed to strip beds they arrived an hour early, shame on you dreams for robbing me and leaving me in agony”

Helpful Report

Posted 2 years ago

“Bought a mattress, we were unsure which one to go for and that we were making the right choice. The salesman said don’t worry if you are unhappy with the comfort then you can exchange it. Thought that was fair, so went ahead and bought it. 2 weeks in and I really can’t get on with it, contacted dreams to be told that we had to pay £49 for re-delivery, ok fair enough but as the bed was £500 cheaper than the original purchase there would be no refund for the difference!! That was never mentioned!! On contacting Dreams again apparently the sales team don’t have time to explain the terms and conditions but they can be found in the website...umm...so I suggest you visit the website first to reads T & C before entering the store. BEWARE the mattress exchange it just a con!!”

Helpful Report

Posted 2 years ago

“This company is a complete and utterly disgrace. I purchased an expensive mattress and had to have it replaced within months. However, they appear to have replaced it with an even more disgusting mattress (apparently new?) I think not! Interestingly, this replacement has a tacky, stitched in label at the front?? The other same "new" mattress did not. I shall be using my Consumer Rights to the fullest and if not, charge back from my bank!!!!”

Helpful Report

Posted 2 years ago

“appalling quality had a 2.5k bed delivered yesterday had to clean floor after delivery (day of national al Storms) and built bed up it’s a material one, filthy black marks x 2 on a cream material bed. Absolutely beyond gutted and no quality assurance done clearly. 3 weeks for a replacement and then the inconvenience of de building and rebuilding bed to accommodate. Hopefully colour of replace isn’t a differ t batch. No way are they coming into my room With shoes on to build they can wait outside whilst my husband builds it and swaps the filthy headboard for the replacement. Really gutted and angry about the whole experience”

Helpful Report

Posted 2 years ago

“Worse mattress ever had and £700 terms and conditions are a con too. A triangle mark was on mattress which you really have to look for so wouldn't do comfort swap. Bed had a ridge in middle from the beginning also. Feels like someone had already slept on this awful mattress. Inspection said it wasn't faulty as it was 0.5 mil dip above being faulty not happy worse customer service too very rude”

Helpful Report

Posted 2 years ago

“Changed 4 mattresses from company dreams under the 100night free trail.every matress seems to cause me great pain because it would move like jelly if my partner even moved a limb.very badly made matress pls don't waste ur money iv wasted over 700 and not one matress was good.al seems very wobbly .2800 mira coil one.the eco friendly with a topper joined on.very cheaply matress may be using cheap materials. Each was measuring different size compared to what was described definitely faulty in size too.pls be wary of this company just as others have said they nit helpful once they receive there money.i was stil under 100night sleep gaurente and brought through another retailer they supply too”

Helpful Report

Posted 2 years ago

“Bought a matress last week , can't even sleep on it!!! Looks like it was used already, zip is broken ,mattress is saggy and dense .terrible and we paid £800 for it .”

Helpful Report

Posted 2 years ago

“Bed due to arrive 23rd December now they say it was not in stock when we ordered it and won't be available until February.”

Helpful Report

Posted 2 years ago

“6 weeks ago I brought a bed base at Dreams, making it clear that I'm disabled and that delivery would need to be when my carer is around, between 11 and 1. They have me a delivery date of 19 January, but delivery any time between 8am and 6pm. I phoned to explain that I ordered it with the instructions it needs to be delivered when my carer is here. The girl on the phone told me that if they were to give me an allocated time slot, the date would probably change to much later! THESE PEOPLE DO NOT LIKE DISABLED PEOPLE AND MADE IT PERFECTLY CLEAR THEY DON'T CARE ABOUT US!”

Helpful Report

Posted 2 years ago

“Dont purchase a bed for dream unless you are going ro change it after 2 year, the warranty a complete joke. Dear Mr Roberts Policy Number: SO554708 Claim Reference: 346706 We are writing to advise you of the outcome of your claim. Following the recent inspection, we have now received and assessed the technicians report and concluded that, for the following reasons, we are not able to accept your claim. No Fault Found No manufacturing fault could be found with your product. Within Manufacturing Tolerance 10. Mattress settlement and "dipping" which is within the limits accepted by the beds manufacturing industry. The following link provides further documentation by way of the technician’s report and or policy wording. Please note, this link will expire in 30 days’ time, but we are happy to provide a copy of both items on request, if needed.”

Helpful Report

Posted 2 years ago

“Dreams are very experienced con artists and don't deserve any stars at all......I purchased bed, matress and head board...from the Tollgate shop... quite a while ago..spent thousands....when delivery man came to deliver, he just told me that the bed I bought will not fit my room..despite the fact that I already had a Super King size bed in my house....nothing more was said, he left with the bed. I was still new in the country and did not know what else to do or say! He went back to the shop.....with the bed and everything else,,,,Never heard from them since,,,,,no refund was made or offer to change the bed. I was not even asked what I wanted to do with the bed but driver chose to take everything I had paid for right back with him..If the bed did not fit my room, it was my property which I had paid for,,, but he took it back with him.....to resale I guess..I could have been given the opportunity to discuss what I wanted to do with the purchase or invited back to the shop but nothing was offered..I lost both money and the goods....I would avoid at all costs.. I lost BOTH MONEY and GOODS bought! Avoid at all costs.......”

Helpful Report

Posted 2 years ago

Dreams is rated 1.7 based on 322 reviews