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Dreams
reviews & complaints

Dreams
reviews & complaints

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2 79 complaints
22 resolved 57 unresolved

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Dreams reviews & complaints 121 - 79

Dreams complaints 79

Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Dreams - non receipt of bed and refusal of refund

I ordered a bed for my 5 year old daughter on 19 February 2017 with a 28 day delivery. On 26 March delivery was arranged for 30 March 2017 and extra money was paid for assembly. On the morning of 30...

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Dreams - poor quality mattress and rude manager

I took delivery of this mattress in February and was initially very happy with the mattress. However, very soon, we started to note problems with the mattress. We woke with aches and pains and found...

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Dreams - poor service

After placing the order, all went as was expected... I received a call to organise a delivery date and 2 days prior I get another call with a time slot... And then it all goes down hill!!!
To cut a very long story short : 1st delivery date... No beds arrived!!!
2nd delivery date... No beds arrived!!!
In between times it takes ages for customer service / head office gets back to you with no solutions / answers!!!
Their systems don't work!!!
No one has internal extensions so you can never speak to the same person and when the complaint got dealt with by a manager and I was chasing them no one knew who she was as the customer service number must get transferred across lots of offices!!!
From the original delivery on a wednesday to the following monday I still didn't know what was happening and when the beds were arriving resulting in me cancelling!!!
If you think this is unacceptable service (And trust me the detail above no where near covers the number of call I have had to make and the stress of it all) then please please please make sure you never order a bed from this company... I certainly won't be doing!!!

Ordered a bed through Dreams and initially was not having the best experience, however I emailed [email protected], which is the email address for the head of Dreams customer services and my issue got resolved VERY quickly, and I now feel like I would use Dreams again. If any of you are having problems I suggest you use this email address.

Hi there, I am sorry for the issues you have had with this order. Please can you supply me with your order number so that I can look into this for you? Thanks

Hi there, I am sorry for this. Do you have an order number so that I can look into this please?

Dreams - wrong bed/ service

Order number 244B741 Placed 15th Jan 2012 to be delivered mid Feb: got a call two days later trying to deliver it so booked it for the 15th Feb. No bed arrived rang up and got told do not have stock any more and no more until March 6th I rang store who tell me they have rang and got a delivery for the 23rd feb. guess what NO bed arrives so second day off work. I ring again and they say bed not in stock so best is 13th March again I ring store and customer services who say we can get one for Saturday 3rd March but i must pay the balance now. I did that and guess what NO bed arrives I ring customer services again and they say no stock is in delivery will be 13th March. Guess what bed arrives but it is in BLACK not Ivory as ordered!!! I ring customer services and get told they cannot collect and bring correct deb until 19th March I now get a call on the 17th saying cannot change it until 31st March as no stock. Are you all trained to lie!!! or just do not know what is going on. I am going to watchdog, trading standards if this is not sorted straight away as we have been messed around long enough.

Dreams - failure to deliver paid for goods

I've been left extremely dissapointed in my recent dealings with the company Dreams. I have been in touch with numerous employees there but never the same person or department, and therefore 2 and a...

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Dreams - not giving refund

after the district manager Phil Marshall telling me he has authorised a full refund because in his words the appalling service and lies that I had been told by all the staff at dreams, I have still...

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Dreams - worst company ever!!!

Bought a bed from this company on 31/08/2011. Originally was buying a bed from Argos, but instead went with dreams as they said that they had the bed in stock and I could either pick up from store or they could have it delivered to me within 5 working days (argos was 7).
Was stuck for a bed for my eldest (8) so thought 5 days was fantastic and paid an additional £150 to get from Dreams and then £40 delivery charge (Argos was only £8.74). Agreed delivery date in store of 07/09/2011.
Only 05/09/2011, received a text from Dreams informing me of the delivery on 07/09/2011 which was great and took the day off work (don't have many leave days, but delivery was guaranteed!).
Call this morning (06/09/2011) to inform me that the supplier forgot to put it onto the truck so not in the warehouse. Advised them that I had taken the day off and they told me nothing they could do about it. Advised that I had paid £40 to have it delivered and they told me they could refund the delivery charge, but I had to call customer services [protected]). Asked why they couldn't get supplier to deliver it especially due to amount I paid and they told me they don't do that. I would have to wait 4 days.
Called the customer service line and after 25 mins on hold (who knows how much this cost me) finally got through to someone. Told them the problem and they looked up the order. Asked why they couldn't get it delivered especially and advised they only do 1 delivery a day from the supplier and wouldn't do anymore. Asked why the supplier couldn't deliver to me direct for the money I paid and again told they don't do that!
Told me they would refund me the delivery charge only (a meer £39.00) and that I was lucky to be getting that back as legally they only had to give me £5.oo and had the check to ask me would I prefer that (£5). Asked them about loss of earnings or any kind of compensation and they adivsed they don't do that and again I was lucky to be getting the delivery fee! Told me they only had to give me back a portion of the order fee - ignored the fact that i pointed out the order was the bed and the deliver charge was a seperate fee I paid.
They then told me that they care deeply about customer relations and I advised they obviously don't as I lost money and they lost nothing. Customer services then told me that they also lost money (aside from deliver charge) for not having my bed on the truck - couldn't tell me how though!!!
Agreed to the delivery fee refund, but that I wanted to speak to a manager - person told me that I couldn't as he was a supervisor and I shouldn't undermine his authority.
I know it doesn't sound like much on the phone, but this guy was been really argumentive (felt like he was looking for an argument) and kept cutting me off.
Dreading the bed arriving on Saturday as this company as a track record (I've now found) of delivering faulty beds and can't bare the thought of calling their customer service line again.
Have emailed the company with a complaint (due to txt limit could only put brief outline), but apparantly they ignore emails.
Wish now I'd gone with Argos as never had a problem with them. Avoid Dreams at all costs as they make promises they can't keep and then give you poor customer service!!!

not to mention that it took me a 5 minutes wait before hearing from them after the first attempt

I also agree to what has been said previously. This company is seriously a joke and lacks of sincerity and integrity/ corporate governance. Besides from the very poor customer service line (which is the only means for me to contact them), nothing can be done, even though I had to take a day off and had been waiting for 10 days and disassembled my previous bed in the eve. Notice that they did not even call me to inform me of the cancellation of the delivery. I hope someone reads this message in time before they consider ordering from them. Never buy from them.

I agree 100% with what Mike has had to say! Ordered a mattress and bed frame from them on the 19th September, got a call from customer services telling me both frame and mattress were ready for delivery! Only mattress turned up (despite me double checking twice that Frame was on order). Customer Services blamed the warehouse and told me frame would be delivered this week, now I've found out it won't be until late October! So have been lied too twice by customer services. I emailed a compliant on 28/9haven't had a response, so emailed CEO today! bet he won't reply but got off my chest what I thought of his company! £940 they have had off me, never again!!! Avoid at all cost!

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Dreams - customer service

Sunday morning went to the Dreams store at the local retail park to seek advice about types of bed and mattress for our new home, for which we have recently placed an offer. As such we did not plan to place an order for furniture yet, since the moving in date is still not known. When we entered the Dreams stores, we were greeted by a very talkative saleswoman, whose intention was not to help us, but rather to get our signature on the sales agreement. In fact she barely gave us a chance to say a word! Eventually, and after politely asking this lady to slow down a bit so that we can do some thinking, we saw a bed we liked and a mattress we found to be comfortable. We said we will be back when we have a moving in date, but she would not let us out of the store without extracting our signature on a contract. We were reluctant and stood our ground, but she became rather agitated and ascertained us that the items are in stock and will have our names on them once we place the order and we could have it delivered any time, and if we changed our mind, all we needed to do is to cancel the order at any time. She said it's the last day of sale (a lie because the prices are still discounted today) and we only pay in six months time, interest free etc etc. We were promised that since we are new home buyers we could cancel the contract at any time (no time limit!) even though the small print emphasised that rder could be cancelled only within 24h. Do not worry, we were told, trust me, just come into stores and we can cancel, change your order etc without incurring any extra charge. We thought there's nothing to lose, if we change our mind we simply cancel the order. Don't bother about the small print said the sales lady and store manager - those terms and conditions do not apply in your case, the manager came and put his initials on the contract to show that this is the case. We went home and thought that this was a very bizarre experience, and the store saleswoman and manager behaved rather unprofessionally (why don't you buy this too? because we already have a wardrobe we answered... well buy it and sell it on ebay!!!). Why did they not give us a copy of the T&C applying to "our case" ie cancelling whenever we wanted if we chose to? We realised that this was a scam and the safest thing to do was to cancel ASAP. We went back to the store the following day (well within the 24 h time frame) to cancel the order. The mood of the salespersons soon changed when she realised our intentions: we cannot cancel the order in store (so they had lied the day before!) you have to call customer service. Monday - customer service not working because it's a bank holiday. Tuesday morning - called at 9.00am to cancel the order, was kept waiting for 20 mins on a premium rate phone line. No one answers. Called again, kept waiting indefinitely. Same for about 2 hours - they somehow recognize the number I'm calling from and realize I'm calling to cancel the order (my right, and well within the 24 hour timeline). Then called from skype so that they cannot decipher the phone number, someone answers the call immediately (they don;t take your call if they know you're calling to cancel, and keep you waiting at a premium cost until you give up) . They say they'll call back to see what can be done - what can be done about what - you just feel so helpless you cannot do anything about it because no one in stores will help and customer service is so appalling! I simply need to cancel an order! Finally they promise that they set off the cancellation process (which takes up to 48 hrs) So we still do not know whether they'll cancel it (these people cannot be trusted).
Please please do yourself a favour, even if tempted, do not go into these stores. Dealing with customer service is a nightmare (this was a simple order cancellation - most companies allow this online!- imagine if this was something more complicated e.g. making a claim under warranty) and very expensive (several calls wasted to get to speak to someone, on an 0844 number). They get your money and then they don't care at all. The staff in stores was extremely unprofessional and unhelpful. I would advice even my worst enemy to not even consider using this company.

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The complaint has been investigated and resolved to the customer’s satisfaction.

Dreams - delay in delivery, unfriendly customer service

As the name suggests"Dreams" Just dream about your beds and furniture being delivered on time to add to this you find a very RUDE and I mean rude customer services on a premium number. I ordered a Bed at the Aberdeen store on the 17th April 2011 and was promised delivery within 10 days and paid an additional £35 for the delivery as with Dreams you cannot collect / pickup your order in store, what a shame.They claim that you can change your order delivery online and believe me its a big LIE they are a bunch of jokers running this business. I would not Recommend anyone to buy stuff off them. Highly disatisfied with the service.

I am reporting this to the trading standards for sure!

Delivery done without the centre support bar, took 20 days for delivery, contacted the store and the customer services and was advised that I will not be given the centre support bar for the bed free of charge it would cost me an additional 45 quids, what a shame, bed cost 99, support bar 45, I feel cheated, I was never advised of this when i was buying the bed. They are cheats, DONOT BUY THE BEDS FROM Dreams...

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Dreams - they sell second hand beds

Yuk! What a disgusting store. Went shopping with my daughter and whilst looking in the other bed stores on the estate I was warned about dreams from other shops. I was told this store is the regional...

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Dreams - ripping off disabled people

Hi,

My elderly mum is disabled due to having a serious illness. She recently bought a bed from Dreams Beds at Clifton Moor, York. She was told by the sales person she was buying an all singing and dancing electric bed, but was only sent a basic model.

Dreams are now denying that she ordered this bed - but I was with her and I know that she did. The CEO hasn't got the decency to honour the order and Customer Services are bullying her. They won't give her a refund even though the bed hasn't been used. DO NOT BUY FROM DREAMS THEY RIP PEOPLE OFF!!!

I have started a Facebook group " Dreams Beds Rip Off Disabled People" Please encourage everybody you know to join this group.

Thanks

dreams beds should be re named nightmares

Dreams - bed and aftersales

Within one week of having new £799. Bed frame and £1499. Mattress the leather headboard has started sagging, 2 lots of slatts have broken of the centre piece and the centre metal rods have bent, it makes lots of noise and is the most uncomfortable sleep ever!! The aftersales is non existant as the salesmen do not want to know, a repairman eventually rang yesterday (1/12/10) to say he would be calling to check the bed before 5pm but never turned up and never rang to cancel the appointment so now have to wait till 16/12/10.

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The complaint has been investigated and resolved to the customer’s satisfaction.

Dreams - broken bed

Bought a bed from dreams for my daughter. On the second day after receipt I lent over to make the bed which duly collapted totally broken. the base was all in pieces. I phoned the shop but no good -...

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Dreams - poor everything really

Where do I start... I ordered a bed with this company. Isincerely wish I had checked on the web first. We pad 1100UKP for a bed. It was delivered on time. The bed type, was Sophia bed with...

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Dreams - never experienced such bad service

We have recently bought a bed from Dreams and I do not think I have ever experienced a worse level of service in my life. The bed we ordered arrived one month late after they failed to deliver on...

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Dreams - poor customer service

The worst customer service ever. I ordered a bed then within the 24 hours notice time chaged to a smaller size which was acknowledged by them. The bed turned up and it was the wrong size, different to my original order and the amended order. The paperwork and refund of the difference receipt turned up later that day confirming they had booked the wrong item on the order and refunded the wrong amount. There then follwed over a week of calling their premium rate customer service line with up to 30mins wait or getting hung up on while on hold. They claimed they had supplied what I ordered which was obviously not true. They said they record all phone calls to which I said "Good, you go listen to it and it will prove I'm right" only to be told "Oh we seem to have lost the recording". By this time I had had it with them and decided to go for the jugular; I called them liars, and guilty of fraud, I told them I believed they had deliberately erased the recording because it proved me right, I told them that I did not believe for one minute that all the supervisors were in a meeting, that I lived close enough to come down to their head office and I would sit in their reception and refuse to leave until I was dealt with and that I hoped they would call the police because I would so much enjoy the bad publicity I would ensure they get over the way they treat a customer who had just spent £800 because I would bring my brother with me who works for the Sun (a lie), that they would have to accept the letter naming all the people who had failed to deal with my complaint (I had started taking names politely at the start of each call where I got to speak to someone). At that point a supervisor suddenly came on the line (Amazing, considering the first person had never left the phone and the supervisors were allegedly in a meeting). I told the supervisor of my disgust and how their policy was obviously to wear people down until they give up. This person sorted out the problem to my satisfaction on the spot. So with this company it pays to act crazy and make threats. 6 months later the bed with no excessive use started to creak where the flimsy STAPLES holding it together started to come out. I only weight 11 stone and was the only person to ever go near the bed. Final verdict; Never buy from "Nightmare Beds". If you have a problem with the matress read their instructions on how often to turn it and say to them "I turned it ???? often" exactly as it says otherwise they will say you haven't followed the instructions and it's tough luck on you. When they deliver run out to van and check they have the right thing before they get it to your door, if you sign for it you could be stuck with it. If you have the capability record all your phone calls and make a note of te etime and date when you made them and from which number, you might need to turn the tables on them, I wish I'd done that. I will never buy from them again, in fact it got me so upset that I could not face reporting the bed falling apart because it would just cause more grief. I'd rather put the matress on the floor and throw the creaky base.

A few weeks before x-mas I bought a Brown Leather Mistral Ottoman bed from them which I paid for Delivery and Assembly. I was told they would be in a SMALL Box Van so they could deliver and assemble. The Delivery team then turned up in a massive lorry and couldn't park it within the "Allowed Delivery Distance" so I would have to go and pick it up from store, I did that and started to assemble the bed at home only to find that the support posts for the bed were out by 2-3mm and that I would have to order a replacement set before I could complete building my bed, this was 4 WEEKS AGO. I rang up and ordered a replacement, and was told due to the fact it was 2 days before x-mas that I would have to wait 2 weeks for the parts to be delivered to mine, After being ill in hospital I rang up while there and told them to re-arrange the delivery to store. I got a call to tell me that my order had arrived, only to go all the way there to find that the staff had no recollection or invoice for my item. the manager himself then rang up to the Customer Services, was told they had no items on the screen and so he re-ordered the parts. He was told they would be there in a week and that they would be in by Friday. Friday came and went and the staff at the store had not received them and on the Customer Services line had mostly no idea what we were on about. I've been sleeping on the hard floor in my room for 4 weeks now, I recently gave up trying to sleep and have currently been awake for 58 hours, I already have scoliosis of the spine and it has only been making it worse. I feel completely used and dejected by this, and think this is the worst case of Customer Service Care and Control I have ever seen. And that includes 10 Downing Street!

I ordered a bed and base + headboard in June 09 It was delivered in August as we were away for a month and told dreams that we would have delivery when we got home. Had this bed for 6 weeks found the mattress was faulty. Had to choose a new mattress + base after haggling and saying seeing I had bought it as a set I wanted the same as replacement. Had to pay extra money and did not get the drawers we had before. The new bed was delivered in October and had that one 6 weeks and found that the base was faulty had not been stapled properly. This week January 11th 2010 a new base was delivered the guys delivering it put it together put the mattress on and he said that the m was faulty so now we have to wait until 21st January for someone to come and see the mattress. Honestly I paid £990 for this and could have gone anywhere to buy a bed cash. The customer services are rubbish and you cannot be put through to a manager. Do not buy a bed from dreams.

good advice about mantaining records of converstaions who you sopke etc. Will always check product before signing. Was considering going to this store to purchase a guest bed may now continue my sreach on the net and look at alternative stores. Thanks you for your tips and good account of your problems. I always say that you can only say a company is good when you have a problem and they offer a good after sales service.

J
Sep 19, 2008

Dreams - shocking service

An absolutely appalling standard of service from this company. First of all they have they audacity to charge a delivery fee of £29 or £32 depending upon whether you want the bed dumped at your door...

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R
Aug 03, 2007

Dreams - this company should not trade!

I ordered a headboard which failed to turn up in 4 weeks as indicated on the invoice (It did turn up on the 30th day with the wrong size though). The branch sales people were most unhelpful. When...

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P
Jul 26, 2007

Dreams - worst customer experience ever!

Two beds were purchased from dreams (=a31463) (Order no. 020 I 359). Delivery: both delivered on 17th july 2007. Not taken to bedroom but dumped in the hallway. So could not check at...

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