Dreams Reviews

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

1.7 Rating 370 Reviews

16 %

of reviewers recommend Dreams

Company Reviews

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Metrics

1.7

Based on 370 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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Andreea

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi Me and family have been your customers since 2015, We have always shopped at DREAMS first when ever making a decision about buying new furniture we always go to DREAMS, Your customer service is great at all stores, And your products are great as well. I have just purchased a new house for my wife, And it’s our new first home. We love it it’s our dream come true. The first store we walked into was DREAMS for our new home furniture We ordered the bed frame and side table from you and some pillows for the time being because we run two business so we have very limited time. The products range is very good as well at DREAMS. The delivery Date was 23.8.22 8am we had a call from the delivery driver explaining he will be arriving just after 8am we said no problem as we actually set our alarm clock from 7am because we were super excited to see our new furniture. Me and my wife were upstairs in the we heard a big BANG to our main door, me and my wife got very scared and frightened, I quickly made my way to the main door using stairs, As I reached half of the stairs I heard another BANG to my door. I quickly opened the door and your delivery driver was standing there right in front of my door, He looked very angry and aggressive so I didn’t say anything as my wife is 7 months pregnant, There was only me and my wife at home. My wife was so scared she stayed in the second room and didn’t come out. This is the same guy who assembled my bed frame. I gave him the space to do what he has to do, I offered him coffee or water but he didn’t reply back. Both drivers didn’t want to speak to me. I don’t no what wrong I have done ? I really want to know ? I felt very low for the whole day and now I am thinking of putting cameras in my house front and back as I am scared for my family. This was the worse experience I have ever faced in my life. I spent over £1200 and this what I deserved. I am a very understating and friendly person to approach.”

Helpful Report

Posted 2 years ago

“We recently purchased a new bed,and mattress from Dreams,and after a couple of months we had issues with our bed, and the mattress. But Dreams we’re excellent in the treatment of our complaint,and dealt with it straight away. They replaced,the bed,and we paid extra to upgrade our mattress to Tempur,and they kindly gave us Tempur pillows free of charge. So would highly recommend them, you can rely on them to do the right thing at all times.”

Helpful Report

Posted 2 years ago

“Our matress colapsed. Had it inspected. It's a faulty matress. Dreams offered us a new matress after some deliberation. Should have been delivered today. Just had an e mail saying as i could not meet the delivery slot , ring and book anorher slot. I was at home all day no one turned up. Now unable to get hold of any one to talk to. This is the last time i or anyone i know will use dreams. Avoid like the plague.”

Helpful Report

Posted 2 years ago

“Disaster. Bought mattress having had a hard sell from sales chap and it lasted 9 months . How does a mattress break ? Just disgusted. It is very clear to me they buy bulk nasty cheap mattresses and sell on at an inappropriate price point for horrific quality. Will never shop at Dreams again and will be sure to tell others of my experience.”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

“My review is nothing to do with in store customer service, they are great. My issue is the main customer service that deal with faulty products. This company and matteress came massively recommended for comfort and top notch customer service but all I can say is avoid at all costs. We have been discriminated against due to my partners disability and factors unavoidable. For the first year our Hypnos Milford was a dream. We followed all the advise we were given regarding using a matteress protector and rotating/flipping on a 3 month basis but despite this we have awful sagging/dipping in the matteress. So bad so that my partner is having to see a chiropractor and I havent slept a full night in over a year. We had an inspector out who was utterly shocked and disgusted by the dips in the matteress and stated it must be faulty. Sadly for us, our claim wasn't even considered due to a stain on the matteress. My partner has a life limiting heart condition which requires him to take medication which then on causes night sweats. When this was raised with the company we received the same old basic lines.”

Helpful Report

Posted 2 years ago

“I just had a very bad experience. I just had a very bad experience. I purchased a mattress though online website and I have been given deferent delivery date! When I called customer services to get sorted it out they refused to change my delivery date even I suggested to pay extra or collect it from any store!! As I understood from them is take it or leave it. This is not a dream it is a nightmare!!”

Helpful Report

Posted 2 years ago

“DO NOT DO BUSINESS WITH THIS COMPANY Bed delivered 2days ago cannot get into it as it js so high have expained the situation with dreams and told although I have not used it as I am unable to get into it because of the height I am 5ft and I have osteoporosis and arthritis of the knees they have refused to give me a refund or to collect the bed have suggested I sell privately to cover some of the cost. Will exchange bed/ base but other than that will refuse to give refund or even collection although never used and not fit for purpose. BE VERY CAUTIOUS”

Helpful Report

Posted 3 years ago

“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 3 years ago

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

Helpful Report

Posted 3 years ago

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

Helpful Report

Posted 3 years 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 3 years 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

Dreams is rated 1.7 based on 370 reviews