Recently purchased a sofa bed for my father following the death of my mother. He is unable to be on his own at night (due to dementia) and we needed something to facilitate a family member staying every night. Store experience was good and we paid £25.00 to have sofa bed delivered and set up. Delivery guys were so rude. They complained that they had not been informed that delivery was to a flat (despite my stating so at the store when ordering) but after much grumbling, unloaded the sofa bed, took off the packaging and delivered to first floor flat (using the available lift). Setting up was a joke. Neither seemed to know what they were doing and once erected the sofa bed does not work and the mattress does not pull out and the arms are loose. One of the guys admitted that he did not know what he was doing and would consult the internet when he got home for instructions for future reference. They refused to do anything about it and advised that they would make a call to report the problem and that I should expect a call from Head office within 2 hours. Naturally, no call ever came and we now have a sofa rather than the desired and necessary sofa-bed. Today, I managed to speak to Customer Service and have been told that the sofa-bed needs to be assessed and the earliest they could do this is 5th August. They claim they can do nothing until the sofa-bed is assessed and I have no choice but to wait 2 weeks for this to happen. So, Dreams took our money, provided an extremely poor delivery service and supplied faulty goods not fit for purpose, and are prepared to sit back and do nothing to help resolve the situation. The lowest star rating I could give is "one" but really feel that even this is too high. I am appalled that a Company as large and well-known as Dreams is so incompetent and blase about their poor service.