Dreams’s earns a 1.9-star rating from 1 reviews and 100 complaints, showing that the majority of customers are dissatisfied with their purchases.
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breach of contract/failure to refund
Nightmare Experience. Please read this before you buy!
Having ordered a bed, in store, in March 2012, my partner and I paid a £500 (on credit card) and opted to pay the balance of £1100 within one year according to Dreams' interest free finance plan.Whilst in the store we noticed the telephone continually rang and, despite there being two members of staff free, went unanswered (warning bells!).
On the receipt/order form we received there is a little box which states "NO NEED TO CHASE, we will call you immediately your goods arrive, usually within 28 days". Needless to say, 28 days turned into 60 days by which time I was chasing, and receiving some of the most tired and lame excuses it is possible to imagine (this is in line with the countless other customer complaints I've since read online).
Eventually, a date was arranged for delivery and I took a day off work only for no-one to turn up, no phone calls, nothing. I must add that Dreams' "customer services line" is rarely answered, and when it is the person at the other end of the line is usually as in the dark as the caller! Anyway, after spending the best part of the following day trying to speak with someone about this, a call came through from the branch that afternoon (the branch store, by the way, always maintains they cannot contact either Finance, Delivery or Customer Services) which came as somewhat of a surprise; our bed would be delivered the following day!
As my partner and I were both away working, we left our teenage son in charge of signing the paperwork AFTER the bed had been installed - which we paid for. So you can imagine our surprise when he called my partner and told her that not only had they not assembled the bed as per contract, but he had also been "bullied" into signing the paperwork acknowledging receipt prior to the workmen unloading the van! A note was left asking us to ring "Customer Services" to arrange another date for assembly. The bed parts and mattress were dumped in our bedroom where they stayed whilst we cancelled the contract and waited another 3 weeks for them to come and collect everything. And the £500 deposit we paid? Dreams informed us our credit card would be refunded within "5-10 working days". 16 working days later we are still waiting, despite sending email reminders, calls to answering machines etc etc.
In my 50+ years on this planet I have never encountered such a bunch of total charlatans masquerading as a company. Quite frankly the sooner they are drummed out of business the better for all concerned. I am not alone in my thinking - just type in Dreams Beds + problems to get a taste of others' misery at the hands of this outfit!
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 March I was telephoned to say that the bed would not be delivered as it had been damaged. I was told a further 4 week delivery time was required after they reordered bed. Since then I have been phoning Dreams weekly and keep getting told the bed will be here "next week". When I ask for a refund I am told it will take 7 days to refund the money so why not wait for the bed. So each time I ask for the money back I am talked out of it. My daughter is sleeping on a mattress on the floor, this is poor customer service to say the least!
The complaint has been investigated and resolved to the customer’s satisfaction.
We are apalled & disgusted with this company.We bought a Treviso Kingsize bed which was delivered on November 16th 2017.We have since found it to have WOODMITE in the wooden feet.We complained straight away & were told we needed to wait for it to be inspected first.My husband took a day off work & waited for the inspection to be carried out...he didn't turn up!
We had no apology.
We have a 15 month old son who found the original pile of sawdust which alerted us to the problem.Since then we have HEARD the woodmite scratching away & this morning a LIVE woodmite grub fell out of the foot of the bed.
We have complained 4 times & asked for the bed to be taken away to no avail.
We are disgusted & have been taking photo's to keep as evidence.
I am writing on behalf of two elderly neighbours who had a mattress delivered (cost: £35.00) on Saturday, September 11 at approximately 1430hrs. The young man who delivered the mattress (from Teddington branch) was asked if he could take the old unwanted mattress downstairs (flat) to the garage. The delivery man flatly refused to assist my neighbours, one of whom has cancer and the other has difficulty walking and couldn't possibly drag a mattress down a flight of stairs. This young man (who also had an assistant waiting in the van) said it was not his job to do this. What kind of a person does this? This "service" is disgusting and there is a letter on the way to the Managing Director of Dreams with full delivery details as several of their neighbours were appalled and disgusted with the ignorant behaviour of this person. The only difference between my neighbours and this ### delivery person is that they got to old age first. Shame on him and I hope one day when he's infirm he isn't treated the same way as my neighbours.
I Ordered a bed from dreams on 7/3/2017 it was delivered 14/4/2017 it was a leather tv bed covered in mould and the damp smell was awful, after numerous phone calls to dreams another bed was delivered 21/4/2017 and was the very same!...i cancelled my order the same day. The cancellation team called me 25/4/2017 to confirm the cancellation and to request back the free mattress protector that i had received in-store when i ordered the bed. I then found that on 8/5/2017 the finance company had taken the first direct debit payment from my bank, after many many phone calls yet again to dreams i was told that it would get cancelled. Today 14/5/2017 i have now received a letter from the finance company to say that if i don't reinstate the direct debit with my bank, that i will be liable to a £30 admin fee as the account was still active!... On the phone again all day today to dreams...and they will send another memo through to their finance team!...i am now stuck between dreams who just don't seem to be able to cancel, and the finance company who cant cancel until they are told to by dreams!...they should be re-branded to "NIGHTMARES"
On 10/01/2017 Dreams advertised the Angelina Ottoman double bed for next day delivered if ordered before 11 am. I ordered on 11/01/2017 and was promised delivery on 13/01/2017. I paid for the full amount £932 by debit card, which included delivery and setting up the bed. The following day Customer Service phoned to say they couldn’t deliver until 19/01/2017, so I cancelled the order as I was due to move into an unfurnished property on 15/01/2017 and had to stay in an hotel until the bed arrived. A few minutes after cancelling the order someone from Customer Services phoned me back and said they would be happy to deliver on 19/01/2017 and would refund the delivery fee as a goodwill gesture. Eventually he agreed to refund 20% of the total, so £186, as they’d inconvenienced me to such as extent (had to extend my stay in hotel etc). The £186 was paid into my bank account.
On 19/01/2017 the bed did not arrive. I phoned and spoke to an amazingly helpful lady who said they don’t even deliver to that area on Wednesdays and they didn’t have stock of the bed and mattress I’d ordered, and wouldn’t have for at least another two to three weeks. So in exasperation I cancelled the order as I knew I’d have to go and buy a bed elsewhere rather than sleep on the floor or stay indefinitely in the hotel.
She explained she couldn’t refund me because the amount was over £500 and that someone would phone me about it. That was the 19th, today is the 24th and I have not had a call from them. I’ve also checked my bank account and have not received a refund. I have twice today spent considerable time on the phone trying to get in touch with them. The first time was for nearly an hour and eventually the phone just went dead. The second time was for 40 minutes, after which time someone answered the call and then put me back into the queue (I assume as the call went back to the Dreams music!). After another 40 minutes I gave up.
What can I do to get back my £746 they owe me?
Yet again the same problem, wardrobe turned up with items missing, initially ordered in January 2017, delivered May incomplete, still waiting June for missing items. Customer services are absolutely atrocious, promise everything and you get nothing. Trying to get through to them is a joke. Would never buy from them EVER again.
Hi there, I am sorry to about this. Can I have your order number please so that I can look into the issue?
I have exactly the same problem. I purchased a mattress which cost me £1700. I booked delivery for Monday the 9th of Jan and on Saturday 2 days before the arranged delivery I found out that there was no date booked. After spending hald an hour queuing on the phone listening to Dreams' mostly irritating tunes I was told that the mattress had not even arrived at their warehouse.
I cancelled the order and I am now waiting for someone from the 'cancellation team' to call me back.
Needless to say that i sent Dream an e-mail a month ago and I have never received a reply.
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 it uncomfortable to sleep on the mattress.
I called head office and explained I was unhappy and asked for a comfort exchange.
I was advised to go to the store and find an alternative mattress.
At the store we discussed the situation and explained how the bed seemed to be denting in parts and were not sure if it was a fault in the bed. They advised us to contact you.
I called the head office to discuss this and found my previous notes had not been saved and was told nothing could be done. I was quite frustrated and asked to speak to a manager and was then told my notes would be updated, but even after insiting they will not put me through to a manager.
I asked for an inspection of my mattress immediately as we were both suffering from sleepless nights and severe aches and pains in neck and back areas.
The first appointment available was for a months time on 13th April. On that day the man from home serve came to inspect the mattress and sent his report and blamed on our Bed and that nothing can be done and the mattress is not faulty. I disagree with taht and wanted to take this matter further.
I have several issues as I will explain below:
1) the man from home serve said the base was not suitable for this mattress. However we told the sales advisor the type of base we have and were assured that this mattress is suitable for our base.
2) Even if the slatted base is not suitable, is it still satisfactory that the mattress became indented within a matter of weeks ? If this had occurred several months down the line it might make a bit more sense. But I logged the complain in March, in a month on having the mattress. How come a mattress costing over a £1, 000 will begin to sink and leave bumps within weeks. We have a foam and spring mattress in other bedroom and they both have no indentation or bump of any kind even after 4 years.
3) Since last week I have been emailing [protected]@dreams.co.uk with pictures showing 3 cm dent but they have decided to ignore my emails.
4) the report said the mattress has dipped in the middle, but what about the sides ? The mattress has indentations in several places on sides. We now have placed the mattress on floor for a week and there is no improvement.
5) my wife never had bad pain or neck pain and is now suffering. I have had back pain and was advised to buy this mattress. Initially it was great, but now I can not even sleep on it and have reverted to sleeping on the sofa.
I have been to the branch we bought it from (New Malden and one in Loudwater opposite dreams head office ) and tried the same mattress and it feels firmer and leaves no bump.
I called Dreams customer service today and were put on hold by customer service agent for about 15 minutes who did not even tried to understand this issue, I then asked to be conneted to a manager and spoke to a rude man called John who claimed himself as team manager of customer services who again did not hav access to my previous emails and pictures sent and was not interested in resolving the matter and rather suggested me to contact third party at additional expense. Even after explaining him what was wrong he did not even attempt to understand the issue and keep on repeating the home serve report and did not. I aksed him to provide me complaint procedure and he asked if it will be about him and gave me his department's email address! i did mention " so i complain to you about you" !
Hi DreamsPete
Thank you for your reply.
Here is the order no: 257 e 758.
After recieving from dream which satetd that there is nothing they can do as they have to rely on homeserve. I emailed to Homeserve and they booked an appointment for last friday which they cancilled at last minutes - Holiday wasted.
They are coming to see the mattress on wednessday so I have to take another holiday. I hope Dreams will compensate for this inconvenience, wasted holidays and back and neck pain caused by this mattress.
Regards
Urooj
The complaint has been investigated and resolved to the customer’s satisfaction.
I totally agree, both my husband and I now have awful back ache being on this mattress . It has sagged so badly. And I am only 8.5 stone! It has a big dip where we each lie. I will never buy from dreams again. This expensive mattress was one big rip off! And they try to fob you off with lies and rubbish saying there is nothing wrong when there clearly IS... My best recommendation is BY ELSEWHERE AND NOT FROM DREAMS
Purchased a King size Mattress from the Charlton branch "Equilibrium Therapur" which at the time cost £1300, due to back problems with previous mattress. Mattress had 5 grades, yet only displayed grade 3! I would have expected grades 2 and 4 to be on display, to ensure the correct choice is made. Initially the mattress was comfortable, in comparison to the previous. I tend to sleep on my back, however after a month, inconsistently I was finding that the mattress would not hold or mould to my body during the night, and I would have to move to the other side to get comfort. I called up within 40 days to see if I can change the mattress to be firmer, only to be told once I change it, I can not change the mattress again under the policy. Having to make a choice between grade 4 or 5 now, I decided to stick with what I had. This is where grades 2 and 4 on shop display would have helped in choosing the correct mattress first time round. I am now experiencing night sweats, and increased body temperature, which causes me to wake up and change clothes (Vest and Shorts), even though I was told the mattress comes with a Coolmax cover to help regulate body temperature. On top of waking up in sweats the mattress area where I sleep, becomes very soft over the course of the night, which in turn fails to mould to my body, which seems out the ordinary. Instead I feel as though I sink in, which now means I wake up again with back pain in the morning. I rotate my mattress every 2 weeks to get even use. I called up Dreams under the warranty and they sent out an engineer. They done a few basic tests with weighted bags and said the mattress was fine, and could not see no problems. So now have to wait for the report. The test under taken would not pick up any of the discomfort as explained, above (i.e. Night sweats due to cool max cover not being effective). The customer service were not helpful, and now will have to re contact Dreams. The engineers response seemed he was very focused on a certain task (a checklist), rather than listening to what i had to say, and running tests accordingly. Totally disappointed for the money I paid. I was told this was dreams equivalent to Tempur, but without the premium price. Never again will I purchase another mattress from Dreams, and I will ensure I stress this to all Friends and Family.
besides there R no other comfort level 5s which match the price of the rejuvinat Ken latex top mattress. So how can this be fair ? I need a softer bed and one which doesn't make me so hot!
Oh Dreams R terrible! We bought a latex top mattress on divan base and its had a hump down the middle of bed right from the start! Been told its within tolerance! Err no its not im uncomfortable! Doing comfort exchange for a carnation comfort 5 and they wont refund the difference! We were told in store at point of sale that it didn't matter what bed we changed to, that our finances with creation ltd would be adjusted. But no they say U lose the difference ! Im going to complain further.
i have similar problem the mattress i bought has a lump right down the middle .dreams refuse to accept there is a fault and says its tolerable .i dont know what to do.
I want to make a complaint about a bed I bought from dreams in chelmsford 2 years ago but had problems with the slats which started falling off the frame about six months after we got the bed, contacted dreams several times and written emails, they've sent someone to check the bed but instead kept sending the same length of slats after I've told them that the slats were a bit short,
Order no 189G850
bturay2004@yahoo.com
[protected]/[protected]
Hi Urooj, I tried to call you yesterday but it said your mobile was unavaliable. I will try again later today.
Hi there, I am sorry to hear this, can I have your order number please?
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
Ordered a bed through Dreams and initially was not having the best experience, however I emailed RAKing@dreams.co.uk, 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?
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.
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 half months on still have no resolution yet they have quite happily taken my money. On October 25th 2010 I ordered a bed with wardrobe and draw units to match and paid for this in full. Phoned Customer Enquiries the first time on November 18th re a delivery date, they replied they had no items yet but would contact us as soon as it was available, (we were originally told by the salesman we would have it within 4 weeks, clearly this was a lie). Phoned again on 25th November because an extra rail for the wardrobe was to be delivered by a different company on 2nd December and was the rest of the order ready. The reply was the same as previously. Phoned yet again on 9th December and Customer Enquiries put me through to Deliveries, who informed me that only one draw unit was ready, I was concerned about it being delivered before Christmas and they ensured me that it would be. As we were getting closer to Christmas I phoned again, 15 minutes waiting to be answered and after 35 minutes on the phone was informed there was nothing of our order (where the draw unit went we have no idea) and then was cut off. I work full time and getting through on the telephone has been a major problem.
By the 17th December I decided to go into the Dreams store in Basildon as I was passing, after explaining the situation to the manager he said if we could give him the order details he would see what he could do to help. We took him a copy of the order form on the 18th December. The manager passed it on to his boss at head office and phoned me the next day, this seemed to do the trick as a lady rang me from head office on the 20th December stating that the complete order could be delivered, but only on Christmas Eve, I of course agreed to this thinking our problems were over. We had people staying with us over Christmas and needed the bed and wardrobes. Karen called us (we can not remember the company name she gave) but she informed us delivered on Dreams behalf phoned on 23rd December at 5.30pm saying you will have to order a new bed as they do not make this style anymore, I was unimpressed by this time and told Karen that Head Office had arranged this delivery and a brief description of the problems we have had. She ended the phone call and rang back 5 minutes later stating she had found one in another warehouse, but would not be able to deliver before Christmas and gave no date as to when it would be delivered. Thanks to Dreams my Son spent his Christmas and a week on a mattress on his bedroom floor (luckily we had not thrown the mattress out) without the bed and furniture that he had chosen and paid for. Our visitors were in a very cramped room with no space for their clothing etc and we have been very stressed with the whole experience after clearly being lied to over and over again by your employees.
We end this with a visit on the 28th December to the Basildon store again and spoke to the manager who has been extremely helpful in all of this. He could only say he would pass the information on, but it may be delayed due to the holiday period. I am writing to you on the 6th January with still no reply from Dreams at all I am hoping you can help or at least get the right people to contact us for a change, they have had our money for over 2 months and quite frankly I think its ridiculous and beyond a joke. I think we have been very patient in all of this saga and the adverts over Christmas stating furniture ordered before Christmas would be delivered has been a very bitter pill to swallow.
I thank you and await your reply
Mr B.K Brewer
Dreams order no :- 052X575
Just had dealings with Dreams Norwich, wrong post code put on order so despite saying they would deliver, the bed went to the wrong address.Contacted Dreams they said they would sort it with the carrier and gave another delivery time also sent a text again no delivery sent to wrong address. Spoke with staff at Norwich who said I should chase with the carrier, I pointed out that it was not my job to chase it up but his. I found the staff to be less than helpfull and again when I finally did manage to get someone to answer then they said they would ring back. They didnt and again I was Chasing them.I finally took delivery of the bed 29th Jan it was ordered 27th Dec. In summery customer service at this store is poor and would never deal with them again.
order no. 214A000512
The final instalment of our 'Nightmare' After taking advise from the citizens advise bureau we emailed customer services and Nick Worthington (email address nickworthington@dreams.co.uk) giving them 2 ultimatums, 1. collect the beds by a set date or we would put them in storage and claim for the costs and 2. to pay a refund with 5 days of collection. We were also told to send by recorded delivery a copy of the email with a covering letter. The next day, Saturday, Ashley Ware, one of the people who work with Mr Worthington, phoned me and arranged a collection date. The couriers came promptly at 7.30am. The refund was paid within four days. Result, although we were told that because we were getting full refund we would not get any compensation,
We now have new beds from a different store that were delivered on time, installed and work. Local stores are best as they are helpful and you can go and see them with a problem.
Good luck to anyone else who is suffering bad customer services but now you have the email address of Nick Worthington who is one of the Executives of the company and you can email him direct.
Corinne
An update on my problem, I emailed the CEO 'nickworthington@dreams.co.uk' regarding his poor customer service. I have cut and paste the email below. I had a reply from his PA the next day who told me a customer service manager would be contacting me soon. I had a call that day and my money returned within another 2 days. It sometimes pays to go to the top.
Mr Worthington
I recently bought a Bedstead and Mattress from your Kettering Store, I paid for the items up front and a delivery was arranged for the 03/09/2012, I changed this on-line to the 30/08/2012 because I had a meeting to attend on the 03/09. I made numerous phone calls to confirm that this was ok. I even rang the day before delivery to confirm that everything was ok and was assured it was. I disposed of my bed on the morning whilst I was waiting for my delivery. After the delivery time failed I rang your customer services to find out why it was late only to be told that the delivery was cancelled, the explanation for this was it was out of stock. I was told that your team tried to contact me the previous day, which seeing as I contacted them the previous day and was assured of delivery I find very surprising. I also enquired as to why I was not emailed, the answer was your warehouse doesn’t have access to my email address. What is the point in having it if parts of your company cannot use it to keep the customer informed? How your company can sell and arrange delivery of an item that was out of stock is beyond me, I was then informed that the earliest I could have this bed delivered was the 11/09/2012. This was in no way acceptable to me as I didn’t want to sleep on my floor for 2 weeks, I told your customer service rep of my intention to cancel and I would call back tomorrow to confirm this. Looking at my online order he has input this date as customer accepted when I in no way accepted it. I have now cancelled my order and I am waiting for my refund, and why this cannot be done at the point of cancellation is also a bit of an issue. How long are you needing to keep my money for?
Looking online at the many, many complaints made against Dreams Plc. which all seem to be of the same issue i.e. beds not delivered, items out of stock, customers quite obviously lied to etc. I would imagine you cannot be proud of your customer service experience. May I suggest that you invest in a new stock control system, one that actually lets your staff know when items are in stock.
If you contrast this with another company I used because I was unwilling to let my wife and myself sleep on a floor for 2 weeks. I ordered the same bedstead and an equivalent mattress on Friday 31/08/2012, it was dispatched from the warehouse that same day. I was emailed a tracking number for the courier. The courier delivered the bed and mattress this morning 03/09/2012. I was kept fully informed by this companies customer service team and the couriers at every stage of the delivery.
As a consumer who do you think I will use again?
Order number 214A00512
Here is an update, remember we started all this in April 2012. Today 7th September 2012 we finally took delivery of our replacement beds. My husband installed them and we tried them out. We choose to overlook the cuts in the fabric on the bases, the mismatched castors, the dirty mark around the edges and the fact that one controller was white and the other black, they worked!
They I put my bed up so that my husband could position the bedside light over the bed, it still worked BUT when I went to lower it there was a loud bang, the unit fell flat and it never worked again. On phoning head office again and listening to the music for quite a while we decided to ask for a refund. Now we have to wait for them to contact us about organising it. I wonder how long it will take?
Tony, I believe you are correct. I ordered a bed and mattress and was given a delivery date of last week, when they of course failed to make this date I called and asked why. I was told they were out of stock, I cancelled my order there and then. I am still awaiting my refund of 1.5k and my concern now is that this company are in financial difficulties and have taken our money with no intention of delivering the orders. I would not be suprised if they are to fold any day now.
I think Dreams are fraudulently taking peoples money by promising delivery dates which they cannot meet. I ordered 1 bed and 2 mattresses with delivery promised in 8 days. No sooner handed over my cash and they rang to say bed could not be delivered until 3 weeks after the promised delivery date. I still expected the matresses to be delivered but when i rang the store they said that they would be delivered with the bed? I have a bed already waiting for the matress! When i told them this they said delivery was a different dept and fobbed me off with an 0844 number which i have now rang in excess of 20 times and still not got through to anyone. Keep getting a recorded message, have left a message to contact me and have heard nothing. I have filled in the online form and asked for a satisfactory reply or my money back within 24 hours and have heard nothing. I will never deal with Dreams again but want a resolution to my current situation, i will be contacting trading standards as i consider that they are trading fraudulently and with no customer care or service whatsoever! Anyone thinking of visiting one of this joke outfits stores please think again!
order number 214A000512
An update Finally we were told on 1st August theat thee beds had been lost. One member of thee management team even suggested theey had been sold at a car boot sale on thee Sunday. Then told theey could be delivered on 4the August but we were not available so told theey would try for Monday and phone us back. No phone call to us on Thursday and when we phoned we were again told theey would try for Monday. No phone call Friday and when we phoned theey told us thee beds weren't in stock. Phone call 4.00pm telling us thee delivery would not be on Saturday. Phone call from management team who were now dealing withe theings to say sorry but theere was no sign of thee beds, we would have to wait 4-6 weeks for new ones as theey are made to order. Also offered compensation in thee form of vouchers to spend at Dreams. Politely told theem I wouldn't buy anotheer theing from theeir stores and was offered cash, argued thee point and got more cash. Now waiting to see what and when everytheing is finalised. Compensation can not be paid before matter completed to our satisfaction.
Watch theis space.
Spot on with all these comments. This shambles of a firm deserve to go out of business, disgraceful bunch of losers - no business integrity or acumen but handfuls of scurrilous practices and lies. I hope not too many innocent buyers lose their hard earned cash when this dreadful outfit sink without a trace. I bet the board of directors have their tracks and backs well covered.
I totally agree they should be called Nightmares . We purchased beds from the Norwich store in April and they were delivered May 24th. These are the adjustable beds which came to nearly £2K and have never worked from the time they arrived. After many calls and waits a technician called and tested them and said they were faulty and recommended they be replaced. Dreams agreed and finally said delivery would be on 1st August. Today I phoned for a delivery time and finally found out they don't know where the beds are. Their escalation service would get on to the matter but we won't hear from them before late on Friday, I feel sorry for the customer service teams who have to take all the flack. The store are very good at selling but don't want to know after they have taken your money.
order number 214A000512
Corinne Stacey
customer services are completely appalling .. we ordered a bed on 3rd DEC 2011, was delI'vered on time but The headboard has a massI've chunk missing out The corner which happened in The delI'very truck contacted The store purchased from They contacted customer services .. That's fine They said new headboard would be here just after Christmas . its now 12Th march 2012 and I've just come off The phone to customer services again after numerous calls and promises of call backs, who are now quite rudely saying They have no record of it and i would have to go to The store which is an hours drI've away and sort it wiTh Them ! so annoyed right now it wouldn't be so bad but every time you call its more Than a 40 min wait on an 0844 number have tried calling store and surprise surprise They re not picking up eiTher ... how do you make a complaint wiThout being stuck in a queue for 40 Min's more?
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 not received my full refund. I was last told by the shop staff that it was an I.T. problem or that some one may have not pressed a button to send my refund.
It is my belief that dreams are trading either as an insolvent company and they have no funds to send the refund or they are just idiots.
I have been asked to return the free gifts that were thrust upon me when I tried to purchase a £3400 bed from Dreams, that is after Pete from Dreams telephoned me to apologise for all the appalling service and the times that I had been lied to from the staff @ Dreams. by the way I told the assistant that I did not require or want the free gifts, There were two pillows included in the free gifts which have been used by me, now returned to dreams, do you reseal them and sell, them on again?
Can anyone tell me how this is customer service? I have watched your tv ads over the Christmas period what a joke !.
There is no way I can get through to customer service on the telephone, I do not suppose any one from dreams will get back in touch regarding this complaint . Dreams should not be in business. what a disgusting company. They have not got a clue I would advise you to send your staff to Bensons beds for some much needed training thatBensons will provide, now there is a company, Bensons, that should go far and deserve to they find it easy to serve and satisfy their customers look and learn
I was promised a full refund with no penalties, from Phil Marshall district manager @ drakehouse Sheffield. It has taken me three trips to the branch were I have been told utter rubbish from the staff and at last through contacting my solicitor I have got a partial refund again I was lied to by Phil Marshall this time. I have tried numerous times to contact your company head office by telephone with no success, holding on for up to 45 mins. @ a time.
I have never had such appalling service from any retailer I have every dealt with. I have been told different stories every time that I visited your drakehouse branch.
I am totally disappointed with your company
Ann Reynolds 221E770 ?
Hi,
Recently purchased few furniture and mattress from your store and this was supposed to deliver [protected] between 0930 AM and 1130 AM and delivery people called me at 9:19AM and said we are not able to find your address, later I guide them over the phone but after few minutes i recieved there call again saying couldn't able to find the property can you please come and pick us; since my wife doesn't know driving she can't go and pick them up. I was not there in MiltonKeynes, told them I will come in 15 to 20 minutes they started saying no no no we cannot wait [Is that my problem that they couldn't able to find the property and I am the customer helping them to find the property and get the goods delivered] I requested them that I will be there in 15 to 20 minutes I was very stressed and anxious because they keep telling that it is your problem[Is it my problem?] by the time I reached my area it was 09:49 and I went just in front of there vechicle and called them to there phone and asked can you deliver the goods now; the delivery guy saw me and told to other delivery guy this guy is here... and they didn't bother to respond my request and just told we won't deliver(Does this guys have any humanity?) as you were not here @09:30... it was so rude that I am literally stressed because of this incident and I called the customer service person(lady) and she was also rude and telling the same that it is your problem.
I can book again for re-delivery that's not a problem but the way they behaved and handled the incident by the customer service made me to tell and suggest all my friends, colleagues and my family to not buy a single pennie of goods in DREAMS.
This is worst experience I faced by spending my own money to buy goods and get stressed.
This is the first time in my life I am complaining like this and hope you understand.
My order number is 281A016850, If possible please keep the goods with you and I will pay the complete amount of £2100.00[Call to my number ********** so i will pay by debit card] as I don't want to see the furnitures everyday and remembering the incident and get stressed.
I placed an order for a couple of beds with Dreams on 19th May 2012, two weeks prior to moving into my new home hoping that they would be delivered on time. When it came to checking out however the salesperson told me the earliest date that they can be delivered was 22nd June 2012. He suggested that I book it in for now and contact customer services the following week to see if this can be changed to an earlier date. So I did that and found that delivery before 22nd June was still not possible, so I decided to cancel the order (and this was around 23rd May 2012). The person I spoke to told me that to have my order refunded they would have to contact me again to confirm the cancellation, but since then I have never received any calls from them. I have tried contacting them again but can never seem to get through, which is costing my phone bill somewhat having to wait for someone to respond. First time I did manage to get through they told me that they were experiencing some problems with their system and they would be sure to call me. Second time I got through when I still heard nothing they said that they did try to reach but had the wrong number, which is just rubbish because the contact number I provided on the order confirmation currently in front of me is clearly correct. After doing some digging it seems that I am not the only one having these issues with Dreams, making this matter more concerning. If this goes on I may be forced to call upon my solicitor and maybe even have my bank perform a reverse charge if that is applicable. Never in a long time have I experienced a service such as this.
Hi, I am having problems getting a refund from Dreams, goods were rejected at the door as it can't go through my staircase, I am considering to recall my payment, I see you were considering a reverse charge at the time and wonder if you were able to reclaim your money back?
I can empathise and sympathise with the complaints above as I too have had absolutely shocking service from Dreams, both from their so called customer services team who fail to respond promptly if at all to e-mails, lie about receiving e-mails when I have an auto-response4 which clearly indicates my e-mail worked, not even reading my e-mails properly and responding to all issues raised, attempting to deliver replacement slats for my bed when I stated this was not what I wanted on several occasions and that no-one would be in to take delivery, an arrogant and cocky manager in the cambridge store who refused to process a refund for me in store when they have a PDQ machine with the facility to do refunds and every other retailer I have ever known processes a refund back to your card immediately on receipt of the faulty item, no help with getting the bed back in to the store, no apology for the poor quality of the product etc etc - still waiting for a response to two e-mails, one sent on 1st July and another sent yesterday to even get someone to acknowledge that my refund is on its way ! Shocking and I WILL be taking this matter much further ! Order REf 215A000390
hello dreams pete
can you tell me why my order has not turned up today we received no call before 1030 as your paperwork says the idiot shop manager at queens road says he cant get through to warehouse, so tonight we have no where to sleep, as old bed taken away poor service tomorrow i will be coming down to your queens road branch and sitting there untill i receive a full refund also i will be putting of everyone who walks into the shop
Hi Mr Brewer. I have called you and discussed the above issue. I look forward to hearing from you shortly.
Hi Julie, i am sorry for the service you have recieved. I am happy to call you and discuss this matter further if you would like? If this is the case please supply me with your order number. Thanks
Hi Ann, I am sorry that you are still unhappy with the service. We do not usually accept soft goods back once they have been used but made a special expection in these circumstances. If you are still unhappy with the service I am more than happy to call you and discuss the matter further.
i went to cancel my order this morning only to be told that all the parts are now in stock but they are still not certain when it can be delivered.what a joke of a company and also the carriers that they use YODEL XL.i will never order anything with dreams or any other company that uses yodel XL.i have cancelled my order and ordered a bed today at 12pm with Godfrey diy who are delivering tomorrow morning.
hi Ann i know how you feel, i have been waiting for a bed since 18Th Nov. so far i have had Three missed delivery dates and the phone put down on me, dreams keep saying its The delivery company, i have been told lie after lie, emailed twice, hung on The phone for hours, after loads of calls to dreams, to be told today That They haven't got all The parts ? yet again They haven't returned my call as promised, Today i asked for The order to be cancelled and for my money back, which They have had since 20Th Nov, still waiting for Their call, how They stay in business i don't know but They wont be getting mine anymore
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!
The complaint has been investigated and resolved to the customer’s satisfaction.
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!
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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...
The complaint has been investigated and resolved to the customer’s satisfaction.
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 clearance centre and they sell second hand beds upstairs! Yes, you heard it. They let customers sleep on the mattress/bed for 40 nights and if they dont like it they can comfort exchange it for another. All of the used beds are then sold at this outlet store. Disgusting! Some mattresses had dip holes in them, sweat stains, urine, blood and dirt. Totally revolting. I asked a sales person... And they say it is ex-display. They sell beds, used and full of stains. Stay away!
The complaint has been investigated and resolved to the customer’s satisfaction.
So you've never stayed in a hotel then? How many people have slept in the bed you use in a hotel? Literally hundreds if not thousands...
It seems to me the company are offering a service to their customers to swap a bed they don't find comfy and then offering the beds they take back in a clearance centre - if you want a new one buy a new one...
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
The complaint has been investigated and resolved to the customer’s satisfaction.
dreams beds should be re named nightmares
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.
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 - must ring customer services. They sent an inspector who said nothing other than customer services will phone you. I certainly do not want a replacement just my money back for a very poor product. I am now told they don't refund money and they have the right to either repair the bed or replace it. It's all in our 'Terms and Conditions' was their answer to my demand for a refund.
I don't want a bed that is 'NOT FIT FOR PUR[POSE' and I am amazed that the law doed not uphold this but lets Dreams get away with it flouting the law of the land. They are a disgraceful company and NO ONE SHOULD EVER BE ALLOWED IN THEIR SELl SELL SELL shops.
The complaint has been investigated and resolved to the customer’s satisfaction.
Well i really do wish i had read up on these statements before i went and bought a bed from this shop. a brand new bed been used 3 months and broken the legs broke off which caused the whole frame to bow and bend un fit for anything. took one of the broke parts to the shop to be told what do you want us to do. so i left very annoyed rang customer servies to be told 4 different things every time i ring and compeletly different to what the shop say. since then the shop have lost the broken part. the shop manager is a rude slib who has never got off his ### in all the times i went in to the shop. now after 5 weeks of fighting and waiting for collections and taking unpaid days off work to wait all day i have now taken the broken bed to the shop and been told i will get a refund when they are ready. i might as well have just sat and burnt my money as in the meantime we have had to buy a new one.
I WOULD NEVER TOUCH THIS COMPANY AGAIN AND MY ADVISE TO ANYONE IS AVOID
I wish I had read this before buying a bed from Dreams. The bed broke within a week and 2 and a half months later we are still waiting for a replacement. We are now on our fourth promised delivery date but I have no confidence it will turn up this time either. The customer service personnel are liars and barely literate at best. They tell you whatever they have to to get you off the phone. The manager of the store is also a liar and a creep who never does what he says he will do. The bed is still broken and the mattress is on the floor as there is no other way to sleep on it. This bed cos well over £800 and we are left wondering what on earth we will do. I guess because they are so bad at what they do another complaint is just that and they could not care less. The bed must have been broken when we got it and is definitely not fit for purpose. Do NOT buy a bed from these charlatans. They are cowboys and sell badly manufactured dud beds. And really do NOT pay for the insurance as it is nothing but a joke and a rip off. AVOID DREAMS AT ALL COSTS!
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 a mattress lift frame. The bed, as we subsequently found uot requires two people to assemble. It requires a coupel of allan keys and a spanner. It also requires instructions. Unfortunately, niether the correct tools or instructions were supplied. We did speak to the sales rep who supplied us with the bed and he managed to get a copy of instructions for a similar bed over to us.
we soldiered on until it came to assumbling hydraulic hinges so we could raise the mattress, it was at that point that we discovered that the spanner and other tools were missing (they were meant to be supplied). We then phoned up the company who manufactured the bed. Unfortunately, that company went into liquidation 4 months before the bed was sold to us. While the people at the other end of the phone tried to help us, unfortunately they could not do much.
I am trying to resist throwing a track here. As an engineer, I must say that Dreams is not, by any stretch a quality company. We were sold a bed, that was not of merchantble quality (was not complete) was not properly supported (original supplier went into liquidation). We have therefore been ripped off in my opinion.
Like others we cannot get through to the Dreams "Customer help desk" . DO NOT BUY FROM THIS USELESS COMPANY
The complaint has been investigated and resolved to the customer’s satisfaction.
omg this company is a disgrace, we bought two beds back in may and still no sign, we was told that they was going to be delivered on the 7th of july but yet again no sign, and yes yet again was told the beds was definitely going to be delivered on 14the july but guess what yes you guess it no bloody beds. was told by the store manger on the 7the that the reason why people aren't getting there beds is the company who have a contract with dreams wants to get out of it so they are messing up orders and peoples life's. my 5 yr old as been so excited about his new cars bed and yet twice i have had to tell him its not coming, how can they play with his feelings like this. DON'T EVER GO TO DREAMS FOR A NEW BED as you will be waiting a hell of a long time.
Had a dreadful delivery driver rude and not at least bit interested in the job, was only interested in making his job as easy as possible, with minimum work . A totally unpleasant individual.
I would advise anyone not to use Dreams or any company associated with Consort Furniture of Hull.
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 four previously arranged occassions. However, this was not the only problem. Rather than delivering a brand new bed they have delivered a second hand bed coverered in dents and scratches. Their customer services have consistently lied to us about when the bed would arrive and what condition it would be in. Furthermore, now the bed has arrived several parts are missing and it is therefor unusable.
FOR ANYONE THINKING OF USING THIS SHOCKINGLY BAD COMPANY, THINK AGAIN. BY GOING ELSEWHERE YOU WILL SAVE YOURSELF A GREAT DEAL OF TIME, MONEY AND AGGREVATION.
The complaint has been investigated and resolved to the customer’s satisfaction.
Absolutly agree with these complaints. We too have been left feeling as we have been mugged. dreadful company. Only interested in grabbing the money and running. Appauling customer services. Would strongly recommend to anyone looking for a a new bed that they avoid purchasing from these people.
Hi Khan8686, do you have an order number so that I can look into this please?
Hi there,
me and my husband have never experienced such shockingly bad customer service delivery. We ordered the Michigan bed suits more than 7 months ago. The suite came two months late then the delivery date arranged. When it arrived the beams of the bed were damaged and eventuually the beams of the bed started to break. It took us 7 months of mindless chasing up and an incredible amount of hassle to get them to take the bed back as they would not refund us our money. Finally it was agreed that we would be able to exchange the michigan suite for a bed of our choice as they refused to let us have our money back. Today was the day of the delivery and I have been informed that they will not be taking the Michigan suite back despite spending all of last night emptying our belongings so that they would be ready to collect by delivery. We were also informed that they would not be assembling the bed to be delivered even though we PAID FOR THIS. I COULD SAY MORE BUT THEN I NOT END UP FINISHING.
DREAMS BEDS ARE THE MOST DISORGANISED, DISAPPOINTING, AND DISHONEST COMPANY I HAVE EVER DEALT WITH. I SINCERELY ADVISE THAT YOU DO NOT PURCHASE A BED WITH THEM. GO SOMEWHERE ELSE.
we ordered a bed from dreams, the service in the shop was seem admirable, the order was placed on 26/12/11 and we were told the bed would be delivered within 28 days; at the start of January we received a phone call telling us our double bed would be delivered on 25th January, on receiving a telephone call on Monday 23rd asking us if it would be suitable to deliver on this day between 9.45 and 1.45 we made arrangements for our local council to remove our old bed, after they had been and correctly disposed of our bed, i got a voice-mail telling me or bed wouldn't be getting delivered today there was a problem putting our order on to the delivery vehicle so i phoned my local store who again was very helpful and they gave me the telephone number for the delivery company (yodal) but for some unknown reason they couldn't tell me why there was a problem, they then told me they would send a message to someone else and they would ring me back never heard a thing i rang several times got nowhere even when telling them that i had no bed to sleep on this evening and that i had lost a days pay staying off work waiting for them and that my husband is disabled its a joke they should be stopped from trading i will see what tomorrow brings not holding my breath. They state in their website they have a 30 day delivery deadline so the buyers can cancel there contract, me and my husband will be looking in to this.
we bought a £3000 adjustable bed and the right side had been built the wrong ways round . order the bed 24/8/11 and still waiting for the replacement half we where promised the half will be with us in 3 weeks from the date we have given up trying to get things sorted, we kept getting crap of the sales team yes it will be there (not) we are so fed up with this lot thy should be stopped from trading . they live and breath lies . as a final scream we are going to get them to take the beds away and we shall go to a more reputable co
PS still waiting for the other half while writing this
dreams beds - absolutley the worse company i've come across for customer service and delivery.
bought a single bed, paid for delivery and set up, but, bed would not go up the stairs. was charged £82 to return it. went back to the store and was informed that they could do nothing and had to ring cust service which was a total waste of time.( would not refund any money ) had to buy another bed which came in two halves and assured that this would go up. guess what, it didn't. This time the bed was left, Managed to get the bed up with the help of friends. So they've got two lots of set up fees ( £30 ) a dearer bed and £82 for taking the first bed back! don't touch dreams with a barge pole.
Dreams sell many thousands of beds to many thousands of very satisfied customers. Occationally companies can and do get it wrong. ALL businesses who practice a good attitude towards customers deliver with this high expectations of service to customers. Its a shame when some customers choose to deprive others the opportunity to enjoy the best products prices and guarantees in the bed world because they experienced bad service. This is an isolated incident for sure. I have found Dreams to be a very professional ethical company and would have no hesitation in reccomending them to my family.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
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 or taken upstairs. Delivered the bed on the day they said they would, except the bed did not have any bolts or screws with which to build it. Told by customer services they would be sent that day and I would receive them the next - next day no sign! Phone call the next day asking if I would like to organise a date for my double bed to be delivered? Confused - you bet! Customer services again, parts will be sent out today, be with you tomorrow - next day, still no sign. Customer services again, demanded refund and that they send someone to collect the lumps of wood they delivered, told I was not entitled to a refund as I did not have a faulty product just an incomplete one! Letters have been sent to Chief executive and directors of the company allowing them to call asap or they shall be reported to trading standards. The sooner this company are severely affected by the credit crunch the better!
I feel your pain entirely.
Ordered £1000 worth of bed and received exactly on time - that's where all hell broke loose:
Bolts and assembly instructions included were for a completely different bed. Called Customer Services and they offered £70 compensation and delivery of the bolts in 3 days. Not entirely satisfied with this I called the store and spoke to the manager who sold us the bed. An absolute star - he called the warehouse while I was still on the phone and demanded that they deliver the correct package the following day (Sunday) as he knew they'd be in the area.
£70 up and bolts the next day - I was more than happy to spend the night on the floor.
Next day they turned up on time again and delivered...a slatted base. With no bolts. They claimed total ignorance of the actual problem and said they were told to swap the bed base and nothing else. Called the warehouse and asked them to send bolts and instructions the next day. Night 2 on the floor. Bearing in mind my wife is pregnant.
The following day the store manager tells me he's personally going to the warehouse and will bring the bolts back to us. Sure enough, he's given bolts - TO THE WRONG BED. He actually dismantled the display bed in his store and gave me those fixtures. Sadly it was an older model and these bolts don't fit either. Night 3.
Today I have called Customer Services again to find out what happened to the bolts I ordered on the delivery day, 3 days ago. They were never ordered. What's more, I was offered £70 worth of Dreams vouchers NOT cash. Why they think I'm ever going to shop with them ever again I don't know.
Night 4 on the floor this evening - let's hope the promised couriered bolts turn up tomorrow and actually fit.
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 asked for a refund, they said that I had to phone up the Customer Service Dept. After waiting for over 20 mins on a 0870 number, the customer adviser simply asked me to confirm the cancellation in writing and they would only refund if the goods don't turn up in the next 14 days. This must be my worst customer experience with a public company!
I am having trouble at the moment. My day bed collapsed on the second day when my adult daughter sat on it. The plastic clips don't keep the slats in. They just fall out. I rang and they sent more slats and plastic clips. I rang today as it has collapsed twice more on me too. Apparently i have to wait for the manufacturer to send someone to inspect it. Meanwhile I will just have to keep picking myself back up when it falls through. I am really disappointed and frustrated and done know how long till they send someone and even then I will have to wait while they decide whether its a fault etc
Bought 2 beds on 27/08/2012, one of which was a TV bed. We were informed that it could be delivered within 2 weeks and that someone would call us the following day with a delivery date. 2 weeks later, after several phone calls, I went back to the store to ask for a delivery date and experienced the worst customer service I have ever known. The saleswoman was rude and sarcastic and still could not give me a date. My partner went to the store later that day to see the manager, who explained that there must have been a misunderstanding in my earlier visit! No apology was offered. He said he would chase the date and call in a day or two. 4 days later, still nothing so i called him, to be told he'll call me back! This time he did, and informed me the beds would be delivered on 25th sept (over 4 weeks since purchase). The beds arrived on 25th, but the TV for TV bed was smashed and the inner shelf was broken. I had to cal the shop to advise, no apology offered, i asked when a replacement would be sent and was told they didnt know! He would have to call customer service and call me back.When he did, i was informed that their system was still showing the order as 'in transit' and nothing could be done until the following day.
I called customer service myself, told the same 'in transit' thing, when i said i am the customer and i'm telling you that the goods are faulty i was told 'its not like i'm asking you to wait weeks and weeks, we will sort it tomorrow!' Not what i call customer service!
I called on 26th, to be told that it would be at least 2 weeks before a replacement could be sent out and someone would call 2 days before to confirm the date! Not happy with this or with the attitude from the majority of the staff, i emailed dreams customer service. I then called them back and spoke to a manager, who said he couldnt do anything about the timescale but could offer compensation...BUT he couldnt discuss it until after the replacement had been received, so i should call back then! Poor, poor, poor! I informed him that I would contact Trading Standards and let them know about Dreams lack of ability to provide goods that were fit for purpose (which i have done). I also emailed dreams again to update them on my action and request a call from someone who could discuss the matter now, not in 2 weeks time! So, I will have to wait and see if that call happens, if not then I intend to call back and have them come and pick up both beds and refund my money.
I will never use this company again, poor service and poor products.
Purchased a king size bed and bunk beds on the 26th Dec 2012 (order no 188A001070) from Dreams Feltham branch and was scheduled to be delivered on 19th Jan 2013. However on 19th they call us saying they cant do the delivery and now will only be done on 26th Jan, which is was unacceptable to us. We reached out to their HO and customer services and the store manager, and were promised delivery on 23rd Jan. This again didnt happen and finally the consignment reached on 25th Jan.
When delivered it was missing several items like the RHS base plank of the king bed and both the single mattresses for the bunk bed. Our several complaints and calls and emails havent been able to elicit a response from them.. Extremely poor customer services. We even got an automated response for our emails promising a call back with 48 hours yet, it looks like the 48 hours are not applicable to them. I am now tired of writing to them and would look to approaching the competent authorities to get this matter addressed and resolved on priority. Deplorable service standards and absolutely no quality checks before the deliveries are made.
dreams more like nightmares this company is a disgrace.orderd new bed frame on the 8th jan 09 told it would take about 3 wks for delivery as it was a new line of bed .3 wks came no call about delivery .i phoned myself got told there was a delay was expecting my bed in another 2 wks .still no sign phoned again got told the beginning of march .still no sign of bed i was doing all the chasing finally got all date for bed 23rd of april. dreams phoned night before delivery to tell bed was not coming as it had been damaged in shipment but was informed all beds where made in britian .by this time was getting f off got letter informing me not to worry if bed did not have same name on it cause they had to source it from another supplier but not to worry cause i was actually recieving a better finish and better quality of bed but its the same bed just a different name are they really thick or what .well anyway finally got bed on 12 may to top it all of got wrong slats customer services totally shocking tould me i would have to pay £30 for other slats and £30 delivery why this is there fault .ask to speak to a manager got tould no .phoned shop there were totally useless wasted 30 min on there customers service line that costs a bomb stll got no where this company i s disgracful so be warned do not go to dreams as you will end up with one big nightmare ahhh.
I ordered a bed from dreams on 4th June 2012 to be delivered on 19th July
28th June I received phone call saying cannot deliver will have to be another time and will give £100 in dreams Vouchers when delivery made.
I asked for this to be confirmed in email which I did receive, bed had now dropped price by £310 and since I'm now reordering I should pay that price
I was told I would have to contact customer services.
3 days later countless emails and phone messages sent and no reply
I went back to showroom and got them to ring through which they did quite easily,
Ended asking to speak to manager who told me he couldn't help me and he was going to put phone down on me as I was being abusive. He subsequently changed his mind on that when he found out I was in a dream stores talking in front of other staff and they confirmed and told him that there had been no abusive language throughout the whole phone conversation
In the long run I got the £310 of the bed I wanted ordered another that I needed and had got money of that as well.
Organised to be delivered on 2nd August. On that day the second bed I had ordered turned up but bed I ordered on 4th june didn't . Have left messages and emails again and 6 days later still no one has been in touch. So moral of the story is don't buy from Dreams they will give you nightmares
I had order a bed from dreams, thiught it was cheap. Bed was not deleivered on the day it was suppossed to be delivered, missed work. Finally bed arrived. I thought it would be easy to fix the bed and dreams provide me all the tools that i would need to fix it. But It seems it needed a drill to have the nails sorted. Borrowed a nail driller to have it done. Once the bed frame was fitted, I relaized the bed slats that they provided was wrong size. Two weeks now, trying to sort this out, endless calls to the worst customer dept in the world. without a bed, they suggested me that i use the incorrect size slats and see if i can use the bed, feel like crying. just lost th will. I wish someone could help. I hope this review will help people to rehtink twice before you book a bed from dreams. the worst customer service dept ever...
Order & paid for a memory foam mattress over £1000 on 11/12/11 to be delivered on 22/11/11 they rang up to arrange delivery then 10 minutes later rang back to cancel out off stock, after many phone calls which (cost over £6) through January into February we demanded our money back which we got on 15/02/12 minus £19 for a teddy bear they gave when buying the mattress.
When phoning up if you get an answer we got told its on its way they will ring to arrange delivery they did not they never comunicated any information to us .So I would not recommend this company to any one, we incurred phone charges & cost of a Gift plus they had our money for two months interest free.
Brought a single divan from dreams fort daughter with a 10 year garentee, 3years on the bar was so loose no1coloud sleep in the whole house due to the horrific sqeeles occouring all night when my daughter moved. She is 9years of age and weighs 6stone, I called dreams who told me they might be able to send out a engineer depending on the questions I answered. I was then put on hold by the customer service advisor then the call was cut off. I then had to call again and was told that I never purchased a bed from dreams! I was very frustrated and was told a surveyer would be sent out yo ### the damage. The person they sent out arrived at the correct time and was surprising helpful unlike the rest of dreams employees. He told me there was also a unacceptable dip in the matress. I received a letter from dreams 3 weeks later which stated I should visit my local dreams, pick a bed and call them which I did. I was told I could not have that bed after being on the phone for 2hours of being on hold. I was told id have to pay £200 of my own money and dreams would only be accountable for £50. So much for the £45 10year garentee! I paid for the mattress and base it took 3 months for a matress to arrive and a further 4months the for the base to arrive. Not to mention the phone bill having to call dreams an chase up where my goods where. I'm sorry my story is so lo g but I wanted people to knw the full extent of my experince. By the wag the base that arrived today is missing a drawer even though I paid for a base with a drawer. Please never shop with dreams even though the advertise so much they are absolutely terrible at providing a bed to their customer on time or even the right bed. My daughter is 9 and now is suffering from Syatica. NEVER BUY A BED A FROM DREAMS!
spent over 1500 on mattress and bed around two years ago, shortly after getting the mattress it was faulty the latex topper came away and the bed dipped servery on both sides, the only way to describe how it felt to sleep in was you felt you had to constantly hold yourself in a position as to not end up rolling out of bed, we had a technician who said after 6 months the dipping in the mattress was acceptable, it was 2mm off the 40mm tolerance! after spending nearly £900 on a mattress we were not happy. about 6 month after this we ended up with bad backs in the morning and decided again to get a technician to look at it . the result was it was now at 70mm both sides and the topper had delaminated / come away from the bed and was rendered faulty so rather than replace the bed for like for like we decided to get an equivalent bed by another make rather than dreams own brand but we were told that in the two years the price of our bed had gone up and the equivalent in the other make, so to cut it short to have the mattress we wanted it would cost an extra 450 - 500 quid more, even though the difference on the internet between our mattress and the one we wanted was 230 - 250 quid which we explained we were prepared to pay however we were told only like for like would be offered or an extra 500 to get the mattress we wanted. again not happy but we have opted to get like for like and sell it for what ever we can and do some homework on who to trust to buy from instead of trusting what i thought to be a trust worthy company DREAMS!. WE FEEL RIPPED OFF AND THAT WE BOUGHT A PRODUCT NOT FIT FOR PURPOSE AND HAVE BEEN GIVEN THE SAME UNFIT PRODUCT IN REPLACEMENT AND THEY STILL SELL THIS MATTRESS TO THIS DAY. WE FEEL LET DOWN AND RIPPED OFF. I FOR ONE WILL NEVER BUY FROM DREAMS AGAIN. OH FORGOT EVEN THE BLOODY BEDDING WE BOUGHT FROM THEM WAS FAULTY AND RIPPED DOWN THE SEAMS JUST ANOTHER EXAMPLE.
We purchased a super king bad and mattress in 2012 costing over £2, 500. The handles at the side have split twice now (once fixed under the warranty) as the mattress is just too heavy for the handles when turning etc. The real problem is the comfort of the mattress. It was very comfortable and supportive when we bought it but it has continued to soften until the point it now induces back pain when slept in. We would expect a degree of give but this is ridiculous. We have even put a wooden board under the mattress to give it firmer support than the bed base. We contacted Dreams and, again, they sent out someone to look (extended warranty). They said the mattress was 'within tolerance'. Dreams have consistently failed to display any sort of customer service, their stance being " you could have returned within 30 day " (or however long it is). Other than that there is no concept of customer service or goodwill or anything. However our mattress has been made, its components, materials, construction etc - it just doesn't perform as it should. Shocking product, shocking response from Dreams - never again from such a crap company.
Sorry to hear this, I had a similar problem. Their made up "acceptable tolerances" is a ridiculous way of determining if there's an issue. I've started a campaign to "out" their terrible practices.
web: www.dreams-beds.co.uk
twitter: @beds_dreams
facebook: https://www.facebook.com/DontBuyFromDreams/
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 delivery.
Quality: 3 of the divan drawers broken, fabric torn in various places.
Customer services: non-existent. Takes 50 minutes to get through. Standard answer - cannot help now but will call back. No call backs ever happen.
Guarantee: pressure sales to buy warranty. Cannot use the warranty to even get them to replace the broken beds.
Store: will not entertain any complaints - always refer you to customer helpline which does not function at all.
Worst customer experience ever - this company should not trade.
Best wishes,
Professor s ghosh
I didn't purchase anything from your company, and I was charged $39.39. They used my debit card ending in 8838 ( Wells Fargo Bank). I want this amount returned to my card ASAP.
Andrew Baillie
I accidentally found myself as a prime member in eDreams website for selling flight tickets. I cancelled the membership by online chat with an agent but I found today that eDreams charged me 54.99 euro. I want to refund the 54.99 euros back and CANCEL my membership
20/09/2022 India vs Australia T20 match
First price winner created only one team
It’s happen so many time only one team created and won - I m sure it’s fake player from company side
Agree with all the above. Worst service I have ever had. Cancelled order, money bsck to come.
Please contact Trading Standards if you have a complaint about Dreams. They will investigate if enough are received. Dreams has a new scam which I fell for. They put a product stand for £219 in front of an excellent beige/brown striped mattress which I tested and bought. The mattress that was delivered was white, hard and poor. I was then told if I wanted the mattress I had chosen it was an additional £219. Liars, conmem, and cheats. I did not pay them anything extra and consider I got off lightly having read the complaints. I have informed Trading Standards but don't have proof so cannot do anything for myself. If your bed is not as described or is damaged or deteriorates quickly you are entitled to your money back regardless of any contract signed. Those are yourconsumer rights.
AVOID this company" DREAMS" they are ruthless liars and will stoop to any low level just to get a sale. I bought bedroom furniture recently and I was lead to believe it was flat pack furniture by the salesman WAYNE who served me in the DREAMS SWINDON BRANCH STORE recently, WAYNE reassured me that the furniture was definetely flat pack, after I had made it crystal clear to him that flat pack furniture was the only furniture which would fit down my basement stairs. When the furniture was delivered it turned out to be assembled glued together furniture and I had no choice but to refuse delivery of the glued together furniture as this was no good to me since I could not use it. The delivery men returned the furniture there and then, and now HASSAN FROM DREAMS HEAD OFFICE is demanding an extortionate £150 cancelled delivery fee from me, and he is refusing to give me my refund of £1, 535 for the furniture, even though the furniture which was delivered to me was NOT what I had ordered. This DREAMS company have so far to their credit been exposed and investigated on national televisions BBC 1 THE WATCH DOG PROGRAM, AND FORCED TO APOLOGIZE FOR THE RUTHLESS WAY THEY OPERATE TOWARDS THEIR CUSTOMERS IN ORDER TO ACHIEVE THEIR SALES, THEY HAVE ALSO BEEN EXPOSED, AND INVESTIGATED BY THE FAIR TRADING STANDARDS, AND THIS COMPANY ALSO HAS ONE REVIEW SITE WHICH IS" THE REAL ONE" AND HAS ENDLESS ONE STAR RATED REVIEWS AGAINST THEM, THEIR SECOND NEWER REVIEW SITE IS VERY CLEVERLY AND CLEARLY A SELF MANAGED REVIEW SITE, YOU WILL NEED TO DIG DEEP FOR THE BAD REVIEWS ON THIS ONE, BECAUSE AS SOON AS A BAD REVIEW GOES ON THIS SITE THEY FLOOD THE REVIEW SITE WITH A FEW ONE LINER REVIEWS, AND THEN A FEW MORE DISCRIPTIVE REVIEWS TO FOLLOW IN ORDER TO FLOOD OUT THE NEGATIVE REVIEWS.
I ALSO HAD MY CREDIT CARD HACKED INTO WHICH COINCIDED WITH BOTH OF THE TIMES I WENT INT THE SWINDON BRANCH STORE.
THIS COMPANY OPERATES IN A RUTHLESS ! MANNER TO ACHIEVE ITS SALES. BE VERY CAREFUL, AND DO NOT LET YOUR CREDIT CARD LEAVE YOUR SIGHT.
Dreams are a nightmare! We went to their Lakeside store on 14 January to browse for a new mattress. An over eager sales assistant asked what were our requirements and we said a king size mattress *not* foam and a cool surface as I suffer from night sweats as going through the menopause. We were guided by the assistant to specific area and we chose (what we thought was a sprung mattress) and it had the gel topping. We double checked with the assistant that it was not foam and he said no, we checked with him the depth of the mattress and he said it was standard depth (I explained that I wanted my current fitted sheets to fit as didnt want to have to buy new to accommodate a deeper mattress). We went ahead and decided to buy but also somehow got talked into purchasing the mattress topper/cover, the insurance, etc. anyway fast forward, the mattress arrived last Saturday. As soon as delivery drivers left, we noticed a terrible chemical smell from mattress, I immediately rang the driver on his mobile to ask if he could pop back and give us back our old mattress and explaining why, he said no, he couldnt. I rang Dreams at Lakeside left 4 messages but no one rang me back, finally, a manager called back hours later he was most curt and unsympathetic and I said could we get our old mattress back he said no, it had been destroyed! Since then, we have not been able to sleep on the mattress or be in the bedroom due to the strong chemical fumes in and on the mattress, we are sleeping on the sofa downstairs. We have to leave bedroom windows open all day to try and get rid of the smell but its been 5 days now ... my partner is asthmatic and has breathing difficulties, so you can inagine how this smell is affecting his health. We were not warned at the time of purchase that the mattress would have a smell, I have researched myself new mattress smells and it would seem that foam mattresses have a chemical in them during manufacture which is supposed to dissipate over time called 'off-gassing' but we are puzzled, as we were told that our mattress was not foam but sprung mattress. To add to this, the assistant who sold us the mattress lied again because it is deeper than my old mattress and my bedding does not fit, so have to now go and buy deeper fitted bottom sheets. I have tried to contact Dreams again but no one answers the phone it is truly appalling, I am on the verge of a breakdown because of this and other personal issues but this had just added to my stress. I beg anyone thinking of getting a bed or anything from Dreams to think again - go elsewhere people.
I purchased a bed from Dreams not even two years old and the base on the right hand side has collapsed . We are a retired couple so it has not been misused and given the price of over a thousand pounds I expected it to last a little longer. Sent someone out to look at the bed two months later still no resolve. Do not purchase a bed forms Dreams they appear to be very expensive for inferior quality beds.
Dreams? Don't. Bought a very expensive high sleeper for my daughter, who has leukaemia, from Andrew at the Kings Heath store. The guy was completely useless. He assured me that the bed would be delivered on a certain date, so I dismantled my daughter's old bed. Needless to say that the bed didn't arrive and she is now having to sleep on the floor. Still haven't received it and no apologies from the store. Instead, I get thinly veiled threats of violence from the guy when I call to complain. They are ###. Whatever you do, don't shop at this poor excuse for a store.
Don't buy a tv bed from them, they can't get signal. Had to pay out an extra £139 on a digi box because they only have hdmi attachments no scart- funny how that gets 60 tv channels and 20 radio chanels with the ariel positioned in the same place that the bed gets none! But hey its already paid for so dreams couldn't care less. Several calls and nothing resolved - absolutely useless! And there is an imperfection on the tv screen. I thought trying to arrange delivery with them was bad enough!
Absolutely useless avoif using them!
About Dreams
Overview of Dreams complaint handling
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Dreams Contacts
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Dreams phone numbers+44 344 292 0000+44 344 292 0000Click up if you have successfully reached Dreams by calling +44 344 292 0000 phone number 11 11 users reported that they have successfully reached Dreams by calling +44 344 292 0000 phone number Click down if you have unsuccessfully reached Dreams by calling +44 344 292 0000 phone number 13 13 users reported that they have UNsuccessfully reached Dreams by calling +44 344 292 0000 phone numberCustomer Service0800 652 50900800 652 5090Click up if you have successfully reached Dreams by calling 0800 652 5090 phone number 0 0 users reported that they have successfully reached Dreams by calling 0800 652 5090 phone number Click down if you have unsuccessfully reached Dreams by calling 0800 652 5090 phone number 0 0 users reported that they have UNsuccessfully reached Dreams by calling 0800 652 5090 phone numberSales0800 652 67500800 652 6750Click up if you have successfully reached Dreams by calling 0800 652 6750 phone number 0 0 users reported that they have successfully reached Dreams by calling 0800 652 6750 phone number Click down if you have unsuccessfully reached Dreams by calling 0800 652 6750 phone number 0 0 users reported that they have UNsuccessfully reached Dreams by calling 0800 652 6750 phone numberCustomer service
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Dreams emailssales@dreams.co.uk96%Confidence score: 96%sales
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Dreams addressKnaves Beech Ind Estate Loudwater, High Wycombe, England, Buckinghamshire, HP10 9QY, United Kingdom
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Dreams social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Dreams contacts
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I used their Comfort guarantee but after requesting the return of the bed which was over £1700 there were no comparable rice beds so was forced to pay out more money for a different brand. This is a con by Dreams. This guarantee is only worthwhile on cheaper beds. Charalatans would not recommend to friends and family.
I am sorry to hear of the problems you have had. Could I please have your order number so I can look into this?