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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“The advert is THE most irritating. The woman’s voice is so annoying and hardly the right voice to promote beds. Whoever chose her needs to get their ears checked.”

Helpful Report

Posted 3 years ago

“Just LOOK at their reviews ! It's hardly surprising though, this shower of robbers will go bust very soon and then we can all take a deep breath in the relief that we'll never have to hear that irritating, obnoxious grating female voice EVER again !!!!!!!!!!”

Helpful Report

Posted 3 years ago

“PLEASE PLEASE PLEASE TAKE THAT SHRIEKING WOMAN'S VOICE OVER, ON THE DREAMS ADVERT, OFF. IT'S LIKE SOMEONE'S NAILS ON A BLACKBOARD. I LITERALLY CRINGE WHEN IT COMES ON (SO DOES THE CAT!) I AM QUITE SURE I'M NOT THE ONLY VIEWER THAT FEELS LIKE THIS. I LOVE HER ACCENT BUT HER PIERCING VOICE IS HORRENDOUS AND THE AD' COMES ON BEFORE I CAN MUTE HER.”

Helpful Report

Posted 3 years ago

“I bought a FIRM mattress due to my lower back problems of worth £900 in January 2020. After 11 months the mattress haa gone soft and sagged. Also, I have never received pillows which were in the offer then. Please don’t buy or invest in such expensive mattresses from Dreams. Regards, Arif”

Helpful Report

Posted 3 years ago

“Any body that buys a mattress from dreams please please do not take the insurance out with them they will use every trick going not to pay out on claims”

Helpful Report

Posted 3 years ago

“Awful service....been waiting over a week for missing part and still not here. Spoke to dreams 3 times after waiting 40 minutes each time. Requested a ring back also and never received Awful awful company will never buy from again.”

Helpful Report

Posted 3 years ago

“Please do not buy a bed from this company!!! Customer service is absolutely diabolical 😤 I bought a bed TWELVE weeks ago.....I’m still waiting for it! Phoned 7 times to be fobbed off every time “someone will call you back”. Now been on phone over an hour trying to cancel order, surprise surprise put on hold!! I will be going through my credit card to claim back. Ridiculous waiting 12 weeks and they still can’t give me a delivery day 😡”

Helpful Report

Posted 3 years ago

“My husband is on the very vulnerable NHS list , I rang Dreams on behalf of my son while he was out, who bought his mattress in June paid over £400 for a 10-year guarantee and now the mattress has sagged and gone lumpy hurting his back .. Firstly I was taken aback by the rather abrupt operator, I used to be an emergency 999 operator many moons ago and this person was well-trained to be totally unhelpful, they probably get awards for saving the company money . Apparently Dreams hasn't heard of COVID 19 and insist that a team of inspectors need to come into my home do all sorts of tests and a weight test? ,why ? Iv asked if the mattress can be moved to a place where I can disinfect or be put into the hall to be taken away for inspection . Apparently If its moved to the hall its classed as damage and you may not be entitled to a refund ..'OK SO how do we do this inspection?' .. Silence ..then 'Im sorry its all we can offer ' .. Why can't the team take the mattress away ? ''Why are there not alternative measures in place for vulnerable people' ? Nothing , a terrible don't give fig attitude .. Anyway Im leaving this with my son looks like he will have a long fight on his hands .”

Helpful Report

Posted 3 years ago

“What’s happened to Dreams? Bought two beds from them in 2019 and received great service. Needed another bed in 2020 and the service I’ve received this year has been truly appalling. I’m left wondering if the company are heading in the same directions as recent retail fatalities. Visited the Chelmsford store early October and ordered a base and mattress. The salesman was efficient, friendly and I was given a delivery date of 4th December. I paid a £1500 deposit with the remaining £700 to pay. Received an email from Dreams on 1st December to confirm the delivery date and a reminder to pay the remaining balance by 4pm. It said in the email that the bed had to be paid in full 72 hours prior to delivery. I paid the balance online and received a payment confirmation at 3pm. On the delivery day, my husband took time off work on to dismantle the old bed and clear the bedroom to make way for the new bed. As I hadn’t received a call by 10am to advise of the delivery time, I called customer services for an update. After an extremely lengthy wait, I was told that my delivery slot had been cancelled as I hadn’t paid the balance of £700. I forwarded the confirmation of payment email as evidence that I’d paid it and was then told that payment had to be received 7 days before the delivery date. That’s not what it said in the email. A new delivery date was arranged for Tuesday 8th January. I received a text and an email to confirm the new delivery date. That’s where the story should end, you’d think. Sadly not. On Saturday evening, 5th December, I received a phone call from Dreams to say that the bed wouldn’t be delivered on the 8th as the base hadn’t been built. They couldn’t even give me an estimated delivery date. I’ve cancelled the order and am currently awaiting the refund. Hopefully I’ll get it back into my account before the company make any announcements about its future. Dreams have severe communication issues, tell lies and based on the service I received this time, I’ll never buy another bed from them.”

Helpful Report

Posted 3 years ago

“In all fairness we ordered a £99 mattress so maybe it's our fault. The first night it was firmer than I would like but their site said to give it 30 days. By night 3 I could feel every coil. We bought the warranty and the cover but uselessly because the fabric on the mattress has caused piles from being rubbed against it which I guess counts against us. Even if it didn't they want £49 to deal with it on top of any cost associated with the other mattress. I'm just gonna keep sleeping sore as can't afford it. I blame myself for trusting the nice looking cheap option and not being able to afford to shop elsewhere.”

Helpful Report

Posted 3 years ago

“I purchased a tempur mattress about a year and a half ago was told there was a 10-year guarantee as the item is faulty I contacted dreams they told me that I would need an engineer's report and if the item was faulty it would be replaced now dreams tell me there's only one year guarantee on a tempur mattress and wants to walk away from me their customer service is terrible please Please No One buy anything from dreams”

Helpful Report

Posted 3 years ago

“Our delivery arrived badly damaged. Isabella bed with mattress.(Things happen I guess). The delivery team took photos and reported it. We were meant to get a call back from a mobile number (apparently) which never happened. After a 1 hour wait for a live chat which was terminated without any kind of resolution or indeed much chat, a 40 min wait on the phone. A replacement part could be sent in 1 week. After the delivery wait and the excitement of a new bed, that was too long. Whilst it's an easy fix in our eyes, nothing could be done. (No sending via courier, no other stock in the whole country and no shops having the headboard) We opted for a return. After being told that would be 1 week too, it amazingly was fast tracked to 2 days. So they would happily return and refund over fixing the issue and damage they caused to your bed promptly. In store they are lovely at taking your money. Don't expect the same afterwards. 1 hour waits, terminated chats, inexperienced call handlers and a reluctance to fix anything.”

Helpful Report

Posted 3 years ago

“Delivery arrived badly damaged. Delivery team reported it but no call back as promised. A replacement part was offered but would be 1 week. Returning for a refund was 1 week also. We don't have space to keep boxes of bed parts for 1 week. Amazingly rather than replace the damaged headboard promptly, they managed to speed up the return process. So hopefully a refund. All when it could have been fixed so easily by a customer service handler who cared.”

Helpful Report

Posted 3 years ago

“Purchased a divan double bed, mattress and headboard in 2015, along with a 10 year extended warranty. 2 of the 4 draws broken, and excessive creaking when one person turns over in the bed. One side of the mattress is dipping - and our claim has been rejected because the dipping is within the acceptable tolerance levels!!! Even when a mattress is just one week old, their acceptable dipping is 1cm, or 15% of the depth off the mattress. Shocking !!”

Helpful Report

Posted 3 years ago

“Bought a mattress from Dreams, was advised to take out their extended warranty which includes an 8 year structural cover. 4 years in and the bed springs have failed, the technician inspected the bed and said that it was a structural failure but may not be covered as the mattress is stained. They dismissed our warranty claim. Very dissatisfied, they even stated "staining does effect the internals of the mattress and can cause dipping and structural issues" In my case the springs have separated giving an enormous dip in the middle which I am led to believe is due to the staining which by the way is from sweat. My previous mattress, not from dreams, lasted more 15 years and I didn't even need to change it! I am waiting for them to justify their decisions and if not answered satisfactorily will be taking this to the ombudsman. I will update when I have a further reply. in the mean time consider wisely where you buy your mattress from I know from whom I would not want to buy one. Beware, I also spoke to a member of staff where I purchased the mattress from explaining the situation and they thought the mattress would be covered explaining that is what the insurance is for so they may well be misinforming any potential purchasers”

Helpful Report

Posted 3 years ago

“Fantastic store visit in October. Lovely staff at Birstall especially Linda who was very knowledgeable and patient with my husband and I. No quick sell and rushing. Bed delivered today by two smashing lads. Efficient clean and tidy. All rubbish removed. Well worth the £60 installation. Happy to recommend to anyone”

Helpful Report

Posted 3 years ago

“Bought an expensive mattress which was great and first but dipped where we slept quite quickly. We now have dips each side with a lump in the middle, alas this will not be lasting 8 years.”

Helpful Report

Posted 3 years ago

“Dreams Tempur Cooltouch Contour Elite 25D”

Helpful Report

Posted 3 years ago

“Dream Tempur Coo[touch Contour Elite 25 D Dreams have no intention to resolve a problem with tis mattress”

Helpful Report

Posted 3 years ago

“How I wish I'd read these reviews before spending £600 on a mattress. I only had mine 2 days and realised I was sleeping in a dip and it was sagging. I didn't buy the base from them so when they sent out homeserve he initially was shocked by the amount it had sagged. But then he said it's because you have a fault in your divan base. That maybe so but that it a small area where my feet are. They are now refusing to do anything about it. I suspected it was a second hand mattress that they had delivered. Please please don't waste your money. Find somewhere that will give you a money back guarantee. Dreams don't!!!!!!”

Helpful Report

Posted 3 years ago

Dreams is rated 1.7 based on 322 reviews