I decided to find a new bed frame from Dreams because they seemed to offer a good range and because as well as assembly they also offered a recycling service for your existing bed which is very helpful. Plus I did the research and saw the good reviews and generally good reputation Dreams has. Unfortunately my experience did not play out very well and I had to cancel my order. I placed an order for a bed frame at £539 and at the checkout selected that I also wanted the frame assembling on delivery, agreeing to pay £40 for this service. During the ordering process I couldn’t find anything mentioning about recycling of my existing bed and there was no option to purchase this. I referred to the website that states in the FAQs that this part can be added to your order up to 48 hours before delivery, so I assumed I would be able to arrange this later on. It says this here on the website: https://support.dreams.co.uk/hc/en-gb/articles/205720491-Recycling-Service Just over two weeks after I had placed the order I was bothered that I hadn’t had any correspondence about my order so I rang to ask for a status update. I knew to expect a wait of up to ten weeks to receive the bed and there was nothing showing on the “my account” pages of my customer account regarding delivery, so I just wanted peace of mind. It’s a good job I did ring because when I asked about when I could add on the recycling service I was told that my bed was being made in Germany and delivered by a third party supplier, who would assemble it but weren’t able to take my existing bed away. I explained that nothing told me this during the ordering process, as I would have ordered a different bed. The website doesn’t say there are any exceptions, caveats or terms and conditions associated with the recycling service so this is very misleading. The member of staff said, with some attitude, that if I had wanted the recycling service that I should have contacted them when ordering to find out it wasn’t available and not waited two weeks. The onus was all on me apparently. I disagreed and couldn’t understand how I was supposed to know my bed was coming from a third party when as far as I’m aware it was from “Dreams” and that this would affect the recycling service. So on being dissatisfied with this customer service and feeling misled I ended the call to decide what to do. I rang back and spoke to a more senior member of staff who apologised for the previous phone call and did start to redeem the situation by offering a “good will” gesture of agreeing to arrange a separate collection of my existing bed frame, after the arrival of the new one. I couldn’t understand how this was a gesture of good will when it is what is advertised as standard. Despite this disagreement I said I would keep the order and appreciated this offer, expecting to pay the standard £25 for this. However I was told it would be a further £63 on top of the £25 to pay for the collection. By this point I decided I didn’t want to give Dreams my custom because it felt like a con. The member of staff said sorry and I received a call from the cancellations team later that day who thankfully refunded my money. They didn’t ask any questions about my reason for cancelling. My advice is don’t be fooled by the website and perceived reputation, approach with skepticism and double check your order details by ringing their customer service.