Dreams Reviews

Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.71

1.7 Rating 358 Reviews

16 %

of reviewers recommend Dreams

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Metrics

1.7

Based on 358 reviews

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

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Email:

customerservices@dreamsbeds.co.uk

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Received faulty Mattress 17rh Feb.Reported problem within 48hours to store and then by E mail to customer service. Dreams said that an assessment was required by their independent company which would be 24days later!! Unable to use this mattress we moved ourselves into our spare room. Dreams have now deducted £200.00 from our refund for the privilege of stress and disruption caused by them .We are aged 83 and 80years respectively and feel so let down by Dreams that we are today proceeding to raise this issue with the Small Claims Court. We made them aware that we would be claiming through the Court but they haven't responded. Such a sorry outcome when the staff in Dreams shop were so helpful. Customer Service very slow to respond and extremely difficult to make contact with. We wouldn't use them again.”

Helpful Report

Posted 9 months ago

“I wish 0 star was a option. I have been ripped off with a pile of junk that cost me £850. Dreams customer service are useless aswell. Please avoid!”

Helpful Report

Posted 9 months ago

“Very poor customer service Will never buy a mattress from dreams again as over priced and most of the mattresses are made not to last Reported my memory foam mattress had all dipped when being under a year old Will not refund and only exchange on faulty goods. Customer service lady put the phone down on me when I was discussing that I had to buy a new mattress as I could not wait 3 weeks sleeping on a mattress that is giving me back ache and so mattress was put on floor. They refused to assess mattress because it was on floor when no one told me it had to be placed on a base !! Why would I wait for a engineer to come put if I knew he wouldn't assess mattress if on floor. If I knew they were going to do that then I would have put the mattress on a base. This is the second poor mattress I have bought from dreams and will never recommend this company or silent night to anyone”

Helpful Report

Posted 9 months ago

“I get Eilla bed on the January 2024 they delivered the bed on the 14/01/2024 and since than is been nightmare to me i feel like I got roped the bed costed 1,119 at the time and the ady said to us when we was doing the contract that if the bed go in sale they can male it the sale price even after taking the bed we said ok they delivered the be and 4 days later something under the bed broke we call them they said they will send the replacement and we do it ourselves even tho we paying £80 warranty we ask for some first time they fix no problem 5 days later again it happened the thing is not stable we ask for an engineer as we paying £80 months for any damage the guy came look at that bed aid is not their fault or ours is manufacture problem return it now dreams in other hand the bed online now cost 600+ they refused to match the price now I want to return the whole bed I don't want it anymore I will never buy from them again”

Helpful Report

Posted 10 months ago

“Had mattress delivered today, got spoken too once! Had coats knocked off hooks in the hall wasn't informed or were they picked up ! Wall clock in the hall caught with mattresse and again not informed ! Heard one warn the other about something and heard the reply (IF IT FALLS IT FALLS )! left without saying a word as i waited in the kitchen with front door open and just left .!! Really good customer service! NOT!”

Helpful Report

Posted 10 months ago

“I've only had my bed base for 18 months ,it's creaking already .just rang customer service to be told bed bases are only under warranty for 1 year . I was given a number to call for an independent service to check the issues £70If the independent person found a manufacturing defect My £70 would be returned and then they would look into my bedbase issue !!! Not a happy customer”

Helpful Report

Posted 11 months ago

“After reading all the negative reviews, thought I'd add mine, my last dreams bed lasted 15 years! When it finally started to break, I have just received another bed from dreams and I love it! I only received this month so can't comment on longlivity as of yet but it is super comfy and delivery and assembly was second to non! I will be buying 2 more beds for my kids at the end of the year.”

Helpful Report

Posted 11 months ago

“TERRIBLE CUSTOMER SERVICE AND AFTERCARE, from even the managers in the complaints team. terribly Handled my complaint, resulting in me now going to the furniture ombudsman. I had a bed that had grown mold gone into my mattress, they have replaced my bed but won't replace my mattress like for like as I bought the mattress on Blue Cross, regardless of this the mattress is still available on their website so why is can't they exchange this? Like for like? The engineers who delivered the bed pulled the carpet, knocked my chandelier and didn't even put the mattress on the bed. The mattress is Super King so you can imagine how hard it was for us to place down. The manager called me today 8.2.24 after waiting just under 24 hours. The manager was rude, and terminated the call. Dreams you need to get new staff. They haven't resolved my complaint. i would never buy from you again. i wish i could just have my money back and be done with you.”

Helpful Report

Posted 11 months ago

“Enquired about a replacement for a 'Beaumont' 1000 pocket spring luxury 3' mattress. Which was not listed on current webpage site (January 2024). Received E-mail response from Sales Advisor Sebastian Tosnar informing me that 'Banbury' was the current equivalent replacement. With 858 spring pockets. When queried informed that: Quote: "The reason this Banbury says 858 pocket springs is because spring counts are worked out in this industry off of a king size. If you look at the king size Banbury it will say 1000. Believe me this is the 1000000000% like for like for your current mattress" unquote. This appears at face value to be disturbingly disingenuous and dishonest. And holding the intelligence of life blood customers in contempt. It appears to be pandering to the lowest common denominator of (standards of) excellence. And quality. Imagine they would be of interests to BBC 'Rogue Traders' / 'Watchdog' consumer affairs programme. Caveat Emptor.”

Helpful Report

Posted 11 months ago

“The mattress I purchased wasnt the mattress that was delivered because it was like sleeping on a sandbag, no give. I experienced severe back pain after 1 night after sleeping on new mattress. I complained but was ignored because probably they have so many complaints they know what to expect. After seeking legal advice from Trading Standards I was within my legal right to get a full refund. The reason stated being in my first sentence. Dialogue with Customer Service was protracted and extremely difficult. For reasons known only to Dreams I didnt get a FULL refund. Still, I received 2 thirds. I accepted that I had given the 1 third money to charity as they were having to pay their staff under duress. Dreams are a company that have no ethics and could not care less about their product. I sincerely hope no one else should consider Dreams an ethical company and would strongly advise to give this company a wide berth and NOT buy a mattress at Dreams because you will have nightmares.”

Helpful Report

Posted 1 year ago

“Had a nice experience at Dreams in Aylesbury today, sales man Zachary was very helpful when it came to choosing our new bed and we came away very satisfied.”

Helpful Report

Posted 1 year ago

“"Extremely, extremely rude customer service, a woman. I waited for half an hour to reach customer service, and when I finally got through, the woman was incredibly impatient, almost shouting at me when asking for my order number,I tried to explain the problem with the Mattress that I purchased,she was like argue with me,very angry,i don't know where I can complain about this customer service??”

Helpful Report

Posted 1 year ago

“Went to Beckton store to get Bed for our daughter who has special needs we were interested in a small double 4 as she is quite short We were approached by Aleef in store and he could not have been more helpful took an interest in us and gave us his full attention...not hard sell offered lots of different options and tried to help with discount and any delivery issues.He was a pleasant young man very professional and courteous and a credit to the company...we ended up getting a mattress small double divan with headboard and he threw in a mattress protector and pillows...happy Customer”

Helpful Report

Posted 1 year ago

“I had to change my mattress 3 times because all of their mattress are not fit for purpose. The materials they use to make the mattress are non breathable so the mattress becomes extremely hot with your body temperature, so it's like sleeping on a sweaty sauna. DREAMS offer this 100 nights warranty to allow customers to change their mattress within 3 months. Every time I have changed the mattress I upgraded to a more expensive one plus paid £50 for the exchange but all of them have some issues. Either too firm like sleeping on the floor, either too unhealthy hot... I feel I wasted my time and money because none of their mattress are good quality. I regret having gone there!”

Helpful Report

Posted 1 year ago

“I went to visit the Maidstone store on Weds 13th Dec at 11.10am and found it CLOSED. All the usual opening times on the door and no notice to say anything about it being closed. Shop in half darkness and no sign of life and doors simply didnt open.”

Helpful Report

Posted 1 year ago

“I wish I checked this web site before and I wish I did not buy anything with Dreams. Unfortunately the high rating that they have with trustpilot is totally misleading. Dreams is a very bad company that should be reported and closed down. They sell mattresses obviously unfit for purpose without any quality check. They refuse to take back the mattress and give any refund, even for any mattress that was deemed unsuitable after sleeping on it just once. They have a system of replacement in place that forces people to pay more to upgrade the mattress to something that could be barely acceptable. I bought a Fakenham first for 500£, it was extremely uncomfortable, because it does not have enough padding. I'm confident that prison cells have better mattresses. I only slept one night on it. I then payed more for a Swaffham 800£ + 50£ charge for exchange and I had to wait 5 days for delivery. This awful matrtess was really stinky of cheese/milk. I think it's due to the plastic layer inside the mattress made with dirty recycled milk bottle. It was really stinky. I got up the next morning with the smell of the mattress in my lungs, I believe that it's toxic particulate really. I could not sleep in that room, I had to keep the door closed and sleep somewhere else for 3 weeks. I threatened to sue the company and talked with the customer service many times, but they did not care. I called the customer services many times trying to find a solution, I offered to get a partial refund, I was happy to lose 200£ but they refused. They pretended to send someone to check the mattress using a third party company but found excuses to delay it and cancelled appointments at the last moment, very unprofessional. I was considering throwing away the mattress and losing 800£ to get rid of the smell. In the end I payed 100£ to buy a better mattress that does not smell although I did not want to give more money to this company. This took one month of frustration, having to sleep somewhere else in an old bed kept for guests. The stinky smell from the previous mattress is still not gone away completely. Avoid this company at all costs!”

Helpful Report

Posted 1 year ago

“Appalling service from.start to finish. They also lie. We had to exchange our mattress and due to the issues with the initial order the Customer Service adbisor said she would waive the £49 fee, only she did'nt. Instead they deducted it from the vouchers due back to us. Unprofessional and decietfull. Will not touch them with a bargepole. Very angry abd disappoibted”

Helpful Report

Posted 1 year ago

“Bed delivered on 9/10/ 23. Paid for collection of my old mattress £55 , was given recycling bag . I was able to get rid of mattress . I went in store in Havant with bag well before delivery date . Spoke to a young man employee who took bag and told me it would be better to not cancel the collection as this would in all probability cancel whole order . Bed arrived , two men assured me that they would ensure I received a refund as they would pass it on to appropriate dept . Today I rand store , no answer . Rang again lady said to ring customer services . Hung on and on and on , was 1st in queue and then 5th? Rang store again and was told she would email to see if my refund was being dealt with. No. She said she would email appropriate dept and to keep an eye on my bank account . Poor service , inefficient and now I would not recommend Dreams . Thing was I gave a £20 tip to the delivery men. More fool me . Only ray of light was Gemma in store .”

Helpful Report

Posted 1 year ago

“Very bad quality after 16 months my mattress starts diping price £1300”

Helpful Report

Posted 1 year ago

“Writing this review as a warning to others. I bought a therapur 3600 mattress from Dreams in April. I had saved up for a decent mattress and was over the moon with it. Last week I leaned the mattress up against the wall in my room to hoover and clean under the bed for approx 1 hour and when I put it back down on my bed it appears that the gel in the topper had moved and formed a large hard lump. I waited for it to settle but it didn’t so I called dreams and they told me they were sending a repair man to have a look. When the man got here he spent up to 5 minutes in my house the only thing he said it’s not a manufacturer fault. I then asked was he not going to try and repair it and he said no he can’t as it’s all stitched up. Rather confused as that’s what I thought he was sent to do I let him go. Dreams did not contact me i had to contact them and they told me point blank they will do nothing about it, it’s not their issue apparently and as I had stood the bed on its side for “a significant amount of time” it’s my fault. Is an hour to clean the bed a significant amount of time? Should I expect this to happen? What if I moved house how am I expected to move the mattress without putting it on its side? Not to mention it was delivered to me on its side. There was no warning when I bought this product that it can not be put on its side or I would never have bought it. I am so gutted that a big business like this would treat a customer this way I hope my review stops this happening to anyone else”

Helpful Report

Posted 1 year ago

Dreams is rated 1.7 based on 358 reviews