My sister has MS and we wanted to get her an adjustable bed with a good mattress. Went to the store in Lincoln to try some out as getting in and out of bed is very difficult for her. The lift was broken (had been for 3 months!) so we were unable to go upstairs to where the beds were. We ordered a bed based on measurements of her current bed and hoped for the best. The salesman assured us that if the mattress wasn't suitable we had 40 days to exchange it. He did not mention that they charge 10% of the mattress price to do this and would not honor the 25% sale that was on when we bought the bed, plus a delivery fee. We were given a date 2 weeks in the future for the frame and mattress to arrive. The frame arrived on time, the mattress was not with it! My sister's current mattress on the frame was too high and basically she had to sleep in her chair for a 6 weeks till the mattress, then a replacement mattress (the first one was too high) arrived. We were on the phone frequently trying to get the mattress delivered sooner. I emailed the head of customer service, the CEO. The head of customer service did get back to me, just to say she had forwarded the case to a Team Lead. Only one person actually apologized to my sister! It caused a tremendous amount of stress for us both. When we asked to change the first mattress it was made to seem they were doing us a favor, as usually they only exchanged on the grounds of comfort, not because someone was unable to get on the mattress. We did not buy from Dreams as the Trustpilot reviews were not as good, I'm thinking they would have been better. I wish I had seen all these negative reviews before. What are management doing about the poor customer service? I wanted my sister to have a bed that was easier for her to get in and more comfortable for her. It cost nearly 3000 pounds and ended up being a nightmare for her. This company needs to do better!