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

“We ordered a mattress from dreams , staff in store were great, we decided to have it on interest free and paid a deposit, delivery was to be a week later, this was ordered on a Saturday , by the Monday personal circumstances had changed, I rang to cancel the mattress, which they did no problem, however they kept £170.00 which was 10% of the total bill, which would be on the account for 12 months then it will be wiped, problem is it can only be used for the same as the original cost! Absolutely disgusting customer service. Keep £170.00 for what???”

Helpful Report

Posted 5 years ago

“Dreams? More like nightmares! The new double mattress delivered is the worst mattress I have ever slept on and so rock hard its breaking my body. It is NOTHING like the one I tested in store although it’s the ‘same’ label. I’m wondering now if the one in store is manufactured differently so it’s convincing but that customers get sent something else. I went back to store to complain and get refund. They said that perhaps in-store one was softer and more comfortable because people had been on it. Really!?! They then called head office who didn’t offer refund but suggested an ‘independent inspector’. Hardly likely independent but I went along with it, so another several more painful nights for that to happen. Inspector came today but have yet to hear the results of this. Tried calling customer service but on hold so long I gave up. I expect to continue to suffer while Dreams takes its time getting back to me but I anticipate they’ll ‘independently’ decide there’s nothing wrong with the mattress. I don’t hold out much hope on ever getting a good nights sleep or getting my money back (especially with their questionable £49 quid ‘comfort’ exchange charge and that sneaky 20% admin charge). Do the right thing Dreams and take this awful torture board away and give me back my money so I can get a mattress elsewhere because this is a painfully disappointing result and I don’t want to give you another penny!”

Helpful Report

Posted 5 years ago

“Great service in store. Unfortunately, the bed or mattress was damaged but no-one informed us the delivery date was to be delayed by nearly two weeks; so we removed the old bed and disposed of it after receiving a text message the day before to confirm delivery was to be expected. Obviously, the bed never arrived, nor did we receive any phone call, we had to chase them at 4pm on a Friday afternoon; we had to cancel the order and purchase another bed from a bed supplier who could actually deliver. Appalling customer service, appalling comunication (misleading, incorrect and non-existant), save your time and money, go elsewhere.”

Helpful Report

Posted 5 years ago

“Bought my mattress in April have been on the evaluation machine in Bromley Kent. Had 40 days to return but didn't realise till after that my back was developing a serious ache. Really have a back problem now. To soft and keeps me awake. Not happy at all.”

Helpful Report

Posted 5 years ago

“We were unsure of purchasing our bed online from dreams after seeing the previous reviews of this specific bed so went to a showroom. Unfortunately they did not have a display bed on show. We talked to the staff who assured us that they had seen this frame and it was in fact the colour displayed in the website images and early reviews had been based on the early models of the bed and the issues raised were now resolved. We found out once the bed frame was unboxed this is not the case. The bed is FAR darker than the images suggest. You cannot see the wood grain etc in real life as you can on their website images. It's just a big dark block. Also, the images on the website clearly show the storage areas are finished internally to the same standard as the rest of the frame. That is also not the case. The storage areas are basically not finished at all and not stained to match the outer frame yet they are clearly visible at all times so stand out. The staff also told us that some of the review images were obviously taken in a dark room as opposed to a showroom. Well our bed faces a floor to ceiling window and the sun shines directly in through the window onto the bed. It doesn't help. The images on their site need to be changed to show the true colour of this frame. And they need to show that the storage areas most definitely do not have the stained finish applied to them unlike the obviously enhanced version shown on the website. It is frankly a massive disappointment as all our other bedroom furniture is much closer to the website images than to the bed which clearly is nothing like them in reality. I can't be bothered asking them to remove this massive piece of furniture as I have just seen the dreams delivery team arguing with my next door neighbour about his bed they delivered a short time ago. Apparently they won't remove his bed because of some random reason regarding pet cats. He doesn't have any pet cats, or any pets of any kind in fact, but that didn't stop them ringing their office and saying that was the problem with removal and refusing to take his bed back. I just don't need that kind of aggravation. Needless to say.. don't use them. Just read the rest of the reviews here about this company.”

Helpful Report

Posted 5 years ago

“Rooms very clean crew very polite. Child sick in pool took 30 mins for some to come along and just use bucket to clean yuk.... Dated ship needs upgrading.. Entertainment poor. Tui charge for at any given opportunity. We were all inclusive yet had to pay for mini bar, Internet, and a decent cup of coffee.and 10 euros for a steak. All this and my holiday had already cost me 3500 pounds. Wouldn't book to go on dreams again. Not worth the money at all”

Helpful Report

Posted 5 years ago

“Dreams has a bad attitude to cancellation, totally immoral! I paid a 20% deposit for a double bed mattress, which was on sale and booked the delivery date with the local store. The receipt was emailed to me and at no point was I told about their cancellation policy and 48 hours’ notice. Four days later, after placing the order I returned to the shop to cancel the order because on measuring my bed frame I realised that it is slightly bigger than the mattress ordered. The shop gave me, shop gave me a customer service number to ring the next day, as it was a Monday bank holiday. I rang the number twice. Each time had to wait for a long time to be answered and a promise to ring back, which did not happen! Eventually spoke to the customer service and to my horror was told that I would be charged 10% of the original price, which amounted to £78.30 for cancellation. £78.30!!! for doing what? The mattress was on sale not made to measure for me, has not been delivered to me and no charge incurred. Incredulous! Daylight robbery! What admin costs did Dreams incur?? If Dreams is going to charge such cancellation charge why didn’t the salesperson make me aware of it at the time of purchase? I will never buy from Dreams again and will be telling friends to keep off!”

Helpful Report

Posted 5 years ago

“Paid for extended warranty (+8 years) on our £1700 bed & mattress. Cavernous dip within 12 months, technicians report totally contradicted what was said when the chap was here so replacement denied & have had no option but to sleep on the sofa since as crippled with back pain in the bed. Report clearly says we have a no turn mattress yet the fault has been placed with us for....not turning the mattress. We were specifically told instore NOT to turn it in any direction ( not over nor head to foot). Be warned! Never again.”

Helpful Report

Posted 5 years ago

“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

“Very good service and very knowledgeable about our needs in Maidstone store. We were purchasers and were served by Cliff”

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

“Queen sized mattress delivered to a very awkwardly located flat on the third floor with a narrow staircase and the delivery chap (Scott) handled it like a CHAMP. Really lovely guy, mattress was received with zero problems and I'm really happy that not only did I get an email and a text notifying me of my delivery slot, Dreams also rang me. Only had the mattress a couple of hours but it's already ten times better than my old one. Thanks, Dreams and Scott!”

Helpful Report

Posted 5 years ago

“We had a double bed base and headboard delivered this morning. Lee and Craig the delivery men were so helpful and friendly. They even took their shoes off! Can't praise them enough! Thank you guys 😁 Mrs Mills, Oldbury”

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

“After purchasing a double bed ottoma and mattress I left a very well-deserved 5* feedback rating for the salesman at Dreams' Basford, Stoke-on-Trent Showroom. However it was downbank from then on. Having waited for 7 weeks for delivery the bed etc. arrived with no wheels, no bar to stop the mattress from slipping off when the bed was opened and two halves of the bed were the same. Customer Services failed to give me the promised telephone call so I had to 'phone them - an indication of how much their customers are valued once they've paid in full. I then had to wait two weeks for this to be put right - something I believe should have been rectified at least the following day. At no time did I have any communication from Dreams until I sent them a Recorded Delivery letter pointing out how dissatisfied l was with the service I had received. At that point I received a telephoned apology and a £100 refund. In addition, I had a lower back problem each morning, for a few minutes, when I got out of bed, which is why I bought a new mattress etc. (My original mattress being very old). I wonder if all the pressure measurement hype is just a gimmick as I have continued to have the problem with the new mattress. Last weekend, however, I stayed at an Airbnb, obviously sleeping on a very used mattress (slept on by all shapes and sizes) and I didn't t have a lower back problem until I returned home to my very expensive mattress.”

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