Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.69

“I purchased my Ottoman Bed Frame on the 21st of March 2018 around 16 months ago, I paid £599, the bed last night decided to break away from the head board it appears that one of the side frame panel has completely slipped away and pulled the bolts from inside the crumbly chip board headboard, this happened in the middle of the night as I have woken up lop sided and found one side of the bed on the floor. Dreams are literally saying not our problem its over 12 months old its your problem now, will never recommend the company again.”

Helpful Report

Posted 5 years ago

“Terrible mattress Although after inspection by independent upholster now been replaced Large hump in middle after 7 days be very careful before you buy”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“Having paid over £4k for my daughters bed room furniture and bed less than 12 month later the door hinges have come away from the board. Having paid extra for the guarantee that the woman at the Stafford branch assured me "any issues there will be no problem" - their response it was forced and therefore not prepared to offer any assistance. If it had been forced all three hinges would have shown signs of over stressing. The door cannot be over stressed because of the way it opens. In short cheap material and a guarantee that isn't effectively any guarantee. should have read the reviews before buying from Dreams 67% 1 star, only gave 1 star myself because there isn't provision for 0.”

Helpful Report

Posted 5 years ago

“I bought a bed with dreams just 3 months ago. Fanatastic bed when I bought the product I also bought 8 years insurance on it. I was told it would cover if there any stains on headboard. I had some staines on headboard rang the number i was given, the lady said someone would get back to me. Then after a day or so I get a call back as I was at work I missed the call. Today I called back on the same number I was told it would take 3/5 working days for someone to contact me I questioned and the guy on the phone said there are 15 people who works in the office I don’t know who called you🙄 I work in a organisation where 100 people work and we still help our customer. He promised a call back after half an hour whole day passed no call back and I am getting so angry and frustrated and wish I would have never bought this bed.”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“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.”

Helpful Report

Posted 5 years ago

“We took out the extended warranty, just as well as they replaced the base units four times as the draws broke with 8 kilos of clothing in there !! sticker inside says it will take nearly twice that weight !! and as others have said we had a problem with a bulge appearing in the middle of the expensive given its lifespan nearly £1000 mattress !! the guy who attended from Homeserve brought a piece of string and a ruler and said it was "natural North South divide" , he then to my horror bounced up and down on it !!, NOT !! very professional , he wrote on the form we were sent in the post that stated they were cancelling our claim ,and that on the day of his visit we were happy with his analysis !! Rubbish !! , we never said that on the day !! .. waste of money !!! we now have a new mattress from John Lewis !!”

Helpful Report

Posted 5 years ago

“Today i had the worst delivery ever. The person who was carrying the bed up the stairs made more than one big mark on my wall he was forcing the bed with no patients. I can’t believe I will need to paint the wall. I don’t understand how Your delivery team can be so incompetent and careless.”

Helpful Report

Posted 5 years ago

“If you're thinking of buying here… If you're thinking of buying here ..DONT!. Their expensive extended guarantee is worthless. We specifically bought a mattress explaining that I'd had broken vertebrae in my back years ago and needed to ensure the mattress was correct ..eventually paid a lot for a new bed and mattress and guarantee which was fine for a while then ..despite turning the mattress regularly as recommended .started to sag in the middle and ruck up under the top cover ...after contacting their "independent"?? Insurance company re the guarantee they sent out a homeserve engineer...we explained to the guy that the mattress sags but mainly when you've been in bed for half an hour ...wasn't interested and brought out a highly specialised piece of measuring equipment ...a piece of string with a block of wood attached to each end ..this combined with a six inch plastic ruler defined scientifically that the sag in the bed wasn't quite bad enought to warrant a claim ...even though we pointed out the mattress actually need us to be on it to show how significantly it sags under load ...twice went through this process each time the homeserve engineer pointed out he was not allowed to test in any other way and that most claims were rejected anyway ...so ...after being promised the earth in store my only recommendation would be ...avoid dreams ...find a much cheaper bed and mattress and use the significant amount of money you save to completely replace everything more often ...no doubt dreams will have some significant rubbish comment to add to this post but ...the a above are facts ...judge for yourself ...or worse still ...purchase and discover for yourself”

Helpful Report

Posted 5 years ago

“AVOID THIS JOKE OF A COMPANY Never have I received such a poor service. We ordered a bed and mattress for our moving day 13th June. Only to find out WITHOUT THEM NOTIFYING US that this had been put back to 19th June! Hours on the phone and "nothing they can do". Found out that our mattress had been taken off the order so that they could give it to someone else and then readded. Hence the later date. UNACCEPTABLE. Has now turned up today (19th June) and a piece is BROKEN. Best they can do is get a part shipped to us is a few days!! So brand new house and over a WEEK with no bed. DO NOT RECOMMEND THIS COMPANY AT ALL. Their handling of these issues has been appalling and it seems NO One has the capability to put anything right. We'll have to see if the new part turns up now won't we. 2k bed and mattress and where am I sleeping?? On a £100 IKEA mattress. Absolute JOKE of a company. AVOID AVOID AVOID.”

Helpful Report

Posted 5 years ago

“Bought New S/night Enhanced D P/T 4 Drw Base Grey - no set up instructions. Just two plastic clips to join both halves. Eventually, after speaking with customer services and a store assistant worked how to do it - a wrestling match with the two halves eventually sorted it. WHY no instructions - beggars belief. Quality, pretty boor, lots of loose threads and glue in the drawers.”

Helpful Report

Posted 5 years ago

“This is ultimately the worst company I… This is ultimately the worst company I have ever had dealings with. They have constantly lied and ignored my complaints it took them over 5 weeks to even register a complaint how is that good service lots of other dissatisfaction of other customers just google dreams bed complaints”

Helpful Report

Posted 5 years ago

“Terrible company and really shocking customer service, they sell faulty goods and expect you keep them and shut your mouth about it”

Helpful Report

Posted 5 years ago

“Will never use Dreams again, shocking customer service department. You only know how good a company is when something goes wrong. Finally got my money back bought a new bed from John Lewis free delivery and they offer a min. 5 year warranty free of charge. Suggestion dreams should change their name to nightmares”

Helpful Report

Posted 5 years ago

“Together with husband decided on investing in a good mattress due to my husband back injury last year. And we decided on The Dreams- Unfortunately Today we regret our choice. Firm type of mattress was advised to us by professional sale seller in a store, so we got it- The mattress worth £1000. After 40 days trial we wanted to exchange the mattress for a different one because we didn't have comfortable sleeps and I started to have body aches and back pains,which I never had or suffered from in my entire life!! and this was very concerning and worrying for both of us. Arranged and paid £150 extra for an exchange (delivery included). Exchange day: The driver refuses to collect the mattress due to "tiny microscopic dots that he spotted" we had a mattress cover from day one, which means that the microscopic dots must have been there before, but for our unfortunate luck we didn't notice them before. We didn't think of checking a brand new mattress very precisely, especially when furniture is arriving directly from the manufacturer, no one would. We trusted the item would be delivered defect less. This incident it is also a lesson for us for the future. I raised the issue immediately with Dreams CS Assistant and I have only received a voicemail message saying that they are unable to accept the mattress back. After receiving this disappointing and unsatisfying news I emailed them again, saying I am not happy and I want to exchange the mattress. We have 8 year warranty, therefore I requested the support on this issue, and investigated this further. I have also asked if mattress could be clean by the company. Three weeks past, I have not received a response from anyone. I feel completely and totally ignored and feeling helpless. Also I wish I've red the reviews before purchase. Very disappointed and feeling being cheated. I don't recommend their furniture's, products. I will make sure family members,friends, colleges don't do same mistake in investing in such irrelevant investment that we did.”

Helpful Report

Posted 5 years ago

“The Dreams moderators won't approve my review of their super king 'Classic Divan Base' on their website so I'll post it here. Use of this product literally landed me in hospital. Firstly, the bases are made of cardboard supported by thin, cheap wood which obviously is not designed to last. After a few months of everyday use we noticed sagging on both sides and after just over a year one of the sides have completely collapsed inwards. Unfortunately I slept on it while in the early stages of pregnancy, and my circulation was so badly affected that I woke up with a blot clot in my leg and had to be rushed to hospital where it subsequently spread to my lung. For anyone not clear - when you're pregnant your circulation has to work 30-50% harder to circulate all of the extra hormones around your body so it increases the chances of blood pooling and therefore clots forming - sleeping in the position caused by this bed was unfortunately hazardous and potentially life threatening in this instance. I'm lucky to have reacted quickly to the situation to get the treatment necessary otherwise it literally would have been fatal - not an exaggeration. Let me just say that after spending a week in hospital being monitored and explaining to doctors and nurses what happened they all unanimously agree that this is indeed what caused it. I'm otherwise in perfect health, in my twenties, live a moderately healthy lifestyle, no family history of such a thing, and the positioning of the clot is extremely unusual to have developed for any other reason. It also correlates exactly with how I was positioned/where the sagging on the bed occurs. Call it something of an unfortunate freak occurrence, but nonetheless it's one that would've been completely avoided had I not slept on this bed. I'm disgusted with Dreams as a company that they would attempt to censor a customer sharing of their experience of one of their products without even a cursory apology for the product being of poor quality and breaking when used for it's intended purpose - nevermind the excruciating pain and inconvenience it's caused me. A beds primary function is to provide basic comfort when slept on and this item undeniably fails on that account. I chose to share my experience not because I particularly wanted anything in return, but as a warning to potential customers so that nothing similar happens to another human being.”

Helpful Report

Posted 5 years ago

“Went to Cardiff, Newport Road store to buy a Divan bed base. We were treated like idiots and the salesman was extremely patronising. We declined to take up the insurance on the bed base and the salesman said 'what even through the wheels will fall off and the draws fall apart!'. Never again.”

Helpful Report

Posted 5 years ago

“Will not buy from them again and would not advise anyone never ever to buy, we had delivery of our order which only come as part order , the delivery team said customer service would be in touch with and new delivery date with the week.the driver came to fit the for me he didn't knows how to fix or fit the bed,non experience people working with them.”

Helpful Report

Posted 5 years ago

“Bought a dreams luxury bed base and headboard at a cost of thousands of pounds incuding the expensive mattress. The bed base arrived faulty, we opted for bed base draws, the draws catch on the material and after 2 months is ripping the material. BUT THE WORST NEWS IS THE METAL STAPLES THAT ARE NOW STICKING OUT FROM THE HEAD BOARD. Absolutly disgusted with the workman ship. Stay well clear from dreams due to lack of care from the bed makers DANGEROUS TO YOUR HEALTH AND SAFETY......... will be talking to trading standards.”

Helpful Report

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 56%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

Dreams Reviews