Dreams Reviews

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

1.7 Rating 324 Reviews

15 %

of reviewers recommend Dreams

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Metrics

1.7

Based on 324 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

“HYPNOS & DREAMS ***Worst buying experience ever*** MATTRESS FOR 50 NIGHTS DESPITE DECLARED NOT SUITABLE BY THIER INVESTIGATOR I purchased a £1600 Hypnos Winslet Zip and Link kingsize mattress from Dreams on the 30th July; it was rec’d on 17th August. I opted for zip and linked format (tight stairwell) on the advice of the sales man (Carl in the Basingstoke store). I explained that I sleep alone and like to spread out (why not!) The two mattresses that comprise the King are overly padded with inadequately placed tufting meaning both mattresses are very curved (convexed); one much more than the other. As a result I spend all night rolling off the two sides into the VALLEY BETWEEN THE TWO MATTRESSES AND SLEEPING ON THE ZIP. Not the sleep experience expected when paying a lot of money for what should be a high end HYPNOS ‘Queen approved’ mattress! I reported the issues to Dreams who sent Homeserve to inspect the mattress. The gentleman confirmed that ‘THE MATTRESSES BOTH HAVE A FIRM CURVE SO THERE WILL BE SOME ROLLING WHEN LAYING DOWN‘ and ‘I HAVE INSPECTED AND FOUND THAT MATTRESS IS NOT SUITABLE FOR ONE PERSON’. However, contradicting this by declared the mattress ‘NOT FAULTY’. Perhaps not surprising since Dreams were paying for the report. Three days later a copy of the report was sent as an attachment in an email with NO additional information or options. When I contacted Dreams I finally got the following reply: Karla (Dreams Beds) 8 Oct, 14:41 BST Good Afternoon, I firstly wish to offer you my sincerest apology for the lack of contact from Dreams. I can see Hypnos have been liasing with you in regards to your mattress. I can see an email was sent to you on the 2nd October explaing no fault was found by Homeserve when they did their ispection for you. The email should have detailed ways for you to esacalte this if you wish. Due to the results we now hold for you Dreams have currently closed the claim as there is no further action due from us I have since contacted Dreams and Hypnos numerous times by email about getting a suitable replacement - simply asking to being reimbursed for any difference in cost between replacement of the zip and linked king with a standard king. When I received NO REPLY again from Dreams, I have resorted to requesting collection and a refund STILL NO REPLY. Hypnos have deflected any responsibility back to Dreams. NO CORRECTIVE ACTION HAS BEEN TAKEN to offer replacement of this mattress. I have been sleeping in my spare room for the last 40mights. I am simply appalled at the customer service from both these companies. They have left me no choice - I am referring this case to TRADING STANDARDS and THE FURNITURE OMBUDSMAN to investigate. Do not go near these companies!!”