Dreams Reviews

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

1.7 Rating 367 Reviews

16 %

of reviewers recommend Dreams

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Metrics

1.7

Based on 367 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 1 year 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 1 year 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 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

“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

“I’m absolutely fuming, I bought 2 farrington mattresses 3 years ago and straight away knew 1 was faulty as it sunk down on one side. I contacted dreams to which they sent out a mattress specialist who obviously deemed the mattress okay as they work along side each other. I then contacted dreams to let them know I ain’t happy with the service and I’d like to make a complaint; the lady Karen told me I’m not allowed to make a complaint and that I should contact “homesense” I think that’s what the company is called to get a independent specialist out, I done as I was told only for “homesense” to say they can’t come out independently as they’ve come out on behalf of dreams and it’s contradicting. My partner is forced to sleep on the sofa as the mattress has messed with his back. The other farrington which is completely fine is at my mum in laws house (who is heavier than me and my partner put together) and her mattress is COMPLETELY fine. I’m absolutely outraged and I’m not sure what else to do. Just do not shop from dreams!!!!”

Helpful Report

Posted 1 year ago

“Paid £800 for my mattress and about a month later the mattress has a dip in it so is causing me back pains. I’m now sleeping on the sofa! Dreams sent someone out and they said it was fine however you can tell by looking at it that’s it’s far from “fine”!”

Helpful Report

Posted 1 year ago

“Do not ever buy from this company, first mattress was faulty paid £600 then the second mattress we spend an additional £1800 plus the £600 £2300 now we find mattress side has dipped, they sent home serve out to have a look, complete waste of time they said we sat on mattress and damaged it, but other mattress were fine in the house, so a complete fabrication to avoid taking responsibility, Home serve are paid by Dreams so not independent, now they don't care at all. This complaint just started next step I'm organising my own report then potentially small claims court if it cannot be resolved.. DO NOT BUY FROM THIS COMPANY TAKE HEED !!!!”

Helpful Report

Posted 1 year ago

“Bought a fairly expensive mattress which was part memory foam, part sprung. Lovely for a couple of weeks then the memory foam layer appears to have detached itself after only 30 days of one teenager using it. Huge wrinkle right down the middle. It can be smoothed out but comes right back. Really uncomfortable. Poor quality and certainly not worth what I paid for it. Asked for replacement if this is a one off fault, or a refund if it's a known fault and all they're offering is to send a third party to assess it (in my time on my property) who might then repair it. Disgusting. Who wants a repaired mattress at 30 days old?! If I had simply found it too hard or too soft I can get a replacement - but not for an actual fault! Ridiculous! I previously purchased from Dreams and the quality was amazing but that was about 8 years ago and quality since then has plummeted. As for the customer don't-care team, it's abysmal. I'll never purchase from Dreams again and my complaint and refund request is ongoing.”

Helpful Report

Posted 1 year ago

“This Is My 4th Exchange Nearly My 5th Complaint Where Do I Start Originally Paid £600 For A Mattress Had Exchanges As It Was Deemed Faulty A Mattress You No Longer Sell Then Paid Another £460 For A New Mattress Recommended For Back Issues Which With The Constant Spring Noise Every Time You Move Has Made My Back Problems Even Worse Because I Am Awake All Night Now I Have Homeserve Coming To Me 18/5/23 To Access My Mattress But I Don’t See How He Can Feel Or See The Problems I Am Experiencing”

Helpful Report

Posted 1 year ago

“DO YOURSELVES A FAVOUR AND BUY ELSEWHERE Made the grave mistake of buying a mattress topper several weeks ago and tried it for two nights only to find it uncomfortable. As their site states you are entitled to your money back after a certain amount of time trialling the item, I duly paid the postage and returned it. I have been waiting weeks for my money and now they aren’t even returning email. COMPLETE RUBBISH PRODUCTS AND EVEN WORSE AFTERSALES SERVICE.”

Helpful Report

Posted 2 years ago

“Don't buy anything from this Company, we were sent a seconds mattress which was stained and had buttons missing, we followed all instructions and were told they would replace but once they arrived, they refused to take it due to the marks and missing buttons. Which had already been like that and I'd already explained this, then I contacted the ombudsman who said they should be replacing it without delivery fees due to it being an online order and under the 2015 consumer act, the delivery charge is on them for replacement of faulty goods, when they did finally replace the mattress 23 were still charged delivery and sent the wrong mattress Completely, they sent extra firm and not firm. It's a complete waste of time trying to resolve any issues with this company. Definitely will not use them again! So another £400 down the drain. We've had budget mattresses that have been better than the mid range quality mattresses from this company. From now on I'll be shopping local and paying more so that I can return the mattress without being lied to and fobbed off by these cowboy outfits who even admitted they send seconds out to other customers. Complete disgrace when you are supposed to be buying a new mattress. Especially for sick and disabled customers. I suggest people read all the reviews on all of the review sites as paying thousands doesn't guarantee a decent mattress either. They should change their company name to nightmares because you won't be getting any sleep on these blocks of concrete!”

Helpful Report

Posted 2 years ago

“Purchased a single bed for £2500 , late delivery by 4 weeks then they couldn’t get the headboard on. Phone Dreams customer service just to be told by Sharon , very rude woman , who in the wrong job refused refunding the order. Asked for a manager call back she said she would but I found out later there was no manager so she was just wasting customers time. If you like good customer care don’t go to Dreams.”

Helpful Report

Posted 2 years ago

“Completely sub standard quality both the item (Limerick sofa bed) and their customer services regarding their returns service. Paid £35 for assembly, £35 for dismantling and £38 for collection. £105 of mistake by me for not reading their terms and conditions. BUYERS BEWARE, ALL THAT GLITTERS IS NOT GOLD, CERTAINLY WHERE’DREAMS’ are concerned. I suggest a name change to ‘NIGHTMARES’ far more appropriate 😤😤😤😤”

Helpful Report

Posted 2 years ago

Dreams is rated 1.7 based on 367 reviews