Dreams Reviews

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

1.7 Rating 358 Reviews

16 %

of reviewers recommend Dreams

Company Reviews

Questions

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

“Bought a bed from these guys just over a year and half ago had problems with it just after a year. Spent a £1000 on the frame and only comes with a years warranty even thou it’s an ottoman bed with moving parts. Informed customer service and was told nothing can be done and I would have to purchase the part even thou I told them it’s solid metal that has bent. I then left it for a while as I managed to fix it but it’s since failed again. Got back in contact and was kindly sent out some parts as a goodwill but they were the wrong parts informed them and now been told tough you need to buy the parts. So you can send out parts as a goodwill that I didn’t need then the right parts that I need you can’t very confusing. This was all caused by the very poor service i received when the bed was put together by your team and very poorly. So don’t buy beds from dreams and have them build them as you won’t get it done correctly. Hopefully your Director Johnathan hirst reads these and see how he’s customers are treated as without us dreams ain’t a business as I certainly wouldn’t buy a bed from you again.”

Helpful Report

Posted 5 months ago

“I was recommended to buy a certain mattress by dreams staff due to my back condition, I had an issue after a few weeks qhere the bed sinks. As I complained they told me I had to keep rotating the mattress over for a few months. They sent me a new mattress to rotate this one instead which I had insured for 4 years guarantee. So after 2 years I didn't want to complain but it really hurts my back and I called the engineer but he said there is nothing wrong with the bed. The bed looks fine but after 15 minutes it sinks and they don't want to do anything about it. They told me to call the engineer in 6 months time again. Which is ridiculous as they are just trying to deal the warranty out. I asked and would pay for a better one but they don't want to do that.”

Helpful Report

Posted 5 months ago

“Over 18 months, we had no fewer than three faulty mattresses, appalling customer service and endless hassle. When we were eventually refunded, the final insult was that Dreams deducted even a paltry £100 goodwill pay-ment offered earlier. Individual shop staff, delivery men and quality assessors were blameless, indeed helpful. The fault lies higher up with a company that apparently cares little for principle or customer satisfaction.”

Helpful Report

Posted 5 months ago

“No DREAMS Just NIGHTMARES !! DREAMS COVENTRY !! Happy to leave a disabled person on the floor for the night with a broken arm. We were advised to clear the room prior to delivery. The delivery guys turned up didn’t want to do any work anpart from sit annd vape in the van annd tell me that they couldn’t get the mattress up the stairs. However when asked to construct the bed frame and We can deal with the mattress after the driver said fu*k sake! NO and left with the bed. DREAMS Head office call me to offer me an inflatable air bed for the night ( Ive got a broken arm ) The bed to be installed was the Yokohama bed with sleep motion. £7000 plus for everything that was purchased and this is how you’re treated. I honestly would NEVER Recommend DREAMS unless you want NIGHTMARES. I also have the CCTV Footage and can post on social platforms to confirm how unprofessional the delivery team are 072A040537”

Helpful Report

Posted 5 months ago

“I purchased a sleep motion adjustable bed so can use the dreams napp app. But now they changed management and does not work. Will never use again. Useless customer services when trying to sort it out and all they say is nothing they can do. Be aware.”

Helpful Report

Posted 5 months ago

“The delivery was booked but did not arrive. When I phoned the wait to speak to someone was over 20 mins only to be told that the Northern Ireland sales are delt with by a different company and therefore they could not help me . This was not clear on their website or any of their correspondence.”

Helpful Report

Posted 6 months ago

“Three matresses from this company - all have been absolute rubbish - all close to £1000. Back aches, physio visits...even a chiro - all in all, this sub-standard cr*p has cost me time, money and back ache. Ive made complaint to my local consumer protection agencies - if enough people do as, this vile compnay will be investigated and held to the same standards as decent businesses. The Belfast Franchise is seemingly more than happy for you to assume they are a BRANCH of parent company sofatime/dreams. I find this, not only unethical, but very misleading. They are a FRANCHISE - use a different factory in a very large country far to the east. Low quality items at a serious mark-up price. Customer service is a horror. I've had to get my solicitor involved. If that fails, I'll head down with a placard stating "not made in UK. Made in PRC" and stand outside their front door because I value my fellow citizens and believe people should be protected from vultures.”

Helpful Report

Posted 6 months ago

“In May we bought quite an expensive mattress from Dreams Beds in Bedford. However, the mattress didn’t work for us, so after 30 days we went back to the store and was seen by store assistant Cathrine, who was absolutely amazing. We wanted to change that mattress and chose a memory foam mattress which was slightly more expensive than our original one. Turns out the new one was on sale, Cathrine then worked her magic and managed to waive any extra payments and delivery costs. The new memory foam mattress was delivered to our house yesterday. Our first nights sleeping on a beautiful memory foam mattress was the best night sleep we have had in a very long time. We love our new memory foam mattress, we would definitely recommend dream mattress’s, especially memory foam, they’re absolutely the best & Cathrine was really helpful and did her very best for me and my partner and made sure that we were happy with our new mattress. We even bought two new memory foam pillows, which are so comfortable. I now can’t wait to go to bed to sleep on my excellent mattress and lovely pillows. Thank you Catherine. Our only gripe would be, mattresses should be packed and rapped smaller to make delivery easier. The delivery guys did brilliantly, but did struggle getting the mattress upstairs and did a wonderful job.”

Helpful Report

Posted 6 months ago

“We purchased a “TheraPur” ActiGel mattress costing £1699 in 2021 it started to sag on all sides and bobble on the surface of the mattress within a few months of purchasing. After an exhausting back & forth dreams sent out an independent engineer to inspect our mattress and he said that apparently we had the wrong height divan for the mattress and that the mattress has been sat upon at the end of the bed which has caused this fault…this information was not mentioned at the point of purchase at the dreams store in Colchester if we were aware of the lack of edge support that this mattress clearly does not provide we would not have spent so much money. I can’t stress enough to save your money and steer clear of this mattress as the staff clearly are only motivated to up sell this product and do not disclose its lack of reliability and short life span.”

Helpful Report

Posted 6 months ago

“Just assembled the Rosa ottoman bed Fantastic quality very easy to assemble.”

Helpful Report

Posted 6 months ago

“I bought a new mattress from Dreams in Feb 2023. By November it was started to sag. I’m the only person using the bed and I weigh 9 stone. I moved to the other side, that quickly started to sag. The mattress cost over £2,000. They sent out a strange man to inspect it. I had to take the entire day as their visit slot is 8am-6pm. Customer service? He asked if I rotated the mattress. It would take 4 strong people to lift the mattress, it’s super king sized and very heavy. I expect they’ll say that’s why the mattress has failed. Never again Dreams. Looks like we’ll be off to the small claims court.”

Helpful Report

Posted 6 months ago

“The double mattress is too short for the base. The photo shows the difference, and yes it's level with the back edge of the base, before someone says its the skirting board width. The mattress is supposed to be 190cm. This one is 186cm. The divan base is 191cm . Why don't your bases match? Anyway the manager who dealt with it was the rudest man I have spoken to. Why bring me another set the same? You have refused to measure the bed and mattress before delivery, to prevent a wasted trip.He spoke over me, and gave me the impression he didn't want me as a customer. You have lost the sale. All I wanted was a double bed. Just one the fits your mattress and base evenly. Not hard as you are the leading bed store. Unfortunately Dreams has fallen way below the mark. Come and collect your rubbish, and refund”

Helpful Report

Posted 6 months ago

“Unfortunately with dreams you can pay more but quality is near the same. Spent almost 3k on a bed yes it's lovely if it worked. It's one of these electric ones. I bought the cover for 3 years and 2 years later issues with electrics. Vibration is gone, remote stopped working, the app has had the plug pulled on it so now I have a disability that really needs the movement in the bed and I have no way to use any facility of the bed. I have a claim open and they can send engineers but doubt they are programmers who can fix the app so it is not fit for purpose. I'm glad I got the insurance as I won't let this rest now. I do expect a full refund and won't rest until I get it.”

Helpful Report

Posted 7 months ago

“Just had our mattress and ottoman delivered and they can’t get the ottoman in the bedroom so they’ve taken the ottoman back and because of this my girlfriend is in tears because she has to pay 20%=£144 absolutely disgusting considering she is keeping the mattress, disgraceful of a company”

Helpful Report

Posted 7 months ago

“Excellent service in store today, John was very knowledgable and helpful when we purchased our bed today. Thank you”

Helpful Report

Posted 7 months ago

“Purchased a mattress and a bed for big £££ with Dreams in 2023 because I believed in investing in high quality. I did not get quality for my money. The frame fell apart, so I was given a new one. Now the drawers are falling off the new Divan and Dreams will not refund as I purchased the mattress cover policy, but not the bed frame cover policy. Now I sit with a broken bed and a broken bank account. Avoid DREAMS! I have IKEA furniture that cost far less and has never broken! This frame is not even a year old!”

Helpful Report

Posted 7 months ago

“On time delivery & very nice& helpful staff with the speediest service ever thank you 5 stars”

Helpful Report

Posted 7 months ago

“Today I visited the dream I have some problems my metrics and saff to much rude don't how can talk the customer is waiting to change my metrics more one Month no anyone to help and the customer service is very chat and saff very redu”

Helpful Report

Posted 7 months ago

“So heres how to get your money back… 1. make a complaint to customer services. Stores will not help at all with returns. 2. dreams will send emmiera/homeserve to test the mattress for faults. They simply lie on it and put a bit of string over it. This will inevitably show as no fault. 3. Contact customer services again and they will offer you an exchange. Refuse. 4. Contact citizens advice/trading standards. Your legal rights will be explained under the CONSUMER RIGHTS ACT 2015 which states you can; HAVE THE RIGHT TO REJECT WITHIN 30 DAYS. RETURN PRODUCT IF NOT OF SATISFACTORY QUALITY. PRODUCT NOT AS DESCRIBED PRODUCT SHOULD BE FREE FROM FAULTS PRODUCT SHOULD LAST A REASONABLE TIME DREAMS CANT STOP YOU USING LEGAL RIGHTS The burden of proof is on you. Photographs of lumps, dents, lopsiding, use a measuring tape, spirit level etc The company are legally bound to collect the item and refund you in full. 5. Your personal finance agreement with dreams will also highlight that you can return goods that are not of satisfactory quality. 6. Dreams will still dispute this and deny all knowledge. They will still offer you an exchange only. Now RAISE THE DISPUTE TO MANAGEMENT. Refuse their decision and now ask for a FINAL RESPONSE LETTER/DEADLOCK LETTER. Send your photographs to customer services and ask management to assess them. 7. At this point I was given a full refund and collection of mattress. 8. If they still refuse your refund, take the final deadlock letter to the financial ombudsman. Details on are the Dreams website under making a complaint. This will create an alternative dispute resolution through the financial ombudsman with furniture and home improvements and they have the final say. GOOD LUCK FIGHTING THIS AWFUL COMPANY WITH NO MORALS.”

Helpful Report

Posted 7 months ago

“One month ago, my partner and I went to Dreams in Hereford to order a new bed. After originally planning on buying a king, we decided to purchase a super king instead. The woman who worked there made a great sales pitch and was kind and patient while serving us. After making our choice, we sat down to go through the order. At the time, we explained that we lived in a tight spaced house and that the stairs were tight. The woman assured us that this would not be an issue as the men delivering the bed had dealt with all sorts of tight accesses before and would be able to get it in. We ended up paying a sum of £1,920 for a frame, mattress and instillation of the frame. Almost two weeks later, the bed was due to arrive. The delivery men spent 10 minutes in the house and stated that they could not get the super king up the stairs. They did not take the frame out of the box to try and get it up – we had measured the frame and knew this could fit up the stairs prior to ordering it. And so the bed and frame were taken away. Here the troubles starts…Upon ringing the Hereford branch to discuss what our next steps were, we were not met with any form of customer service skills one would expect when an issue has occurred. No apology was given. We were informed that we could install a zip to the mattress due to the tight access however this would cost us an extra £260. Why this option was not provided at the start when we stated that we had tight access I am not sure as we would have looked at a cheaper mattress due to cost. After being told we could not have a refund, we went with the zip option. Fast forward 4 weeks later to the current day. Mattress and frame arrive. Different delivery men (who were external and did not work for dreams like the previous gentlemen) who were able to get the very same frame up the stairs. It looked great and we were very happy. Then we saw the mattress…a zip had indeed been installed, however, whoever had done the job had not levelled the mattress up and so one part of the mattress is currently at least 80mm longer than the other side! After spending £1400 plus the £260 on this mattress, whoever felt that this it was acceptable to allow it to be sent out is unbelievable. We have a mattress with one half longer than the other! The delivery men stated that this was clearly appalling and said they would inform there was a fault with it in their notes. Due to this shock, I immediately rang the Hereford branch and asked to speak to the manager for some confirmation that something would be done about this expensive mistake. I was told that the manger was on maternity leave and that the deputy manager was with a customer. I informed the woman who I was on the phone with about my issue and she suggested I ring customer service. I did so and was placed in a 45 minute queue which ended with the line cutting out 35 minutes in. After work the same day, I rang the Hereford branch back and asked if the deputy manager was now free. They had obviously spoken about me ringing earlier as I could hear someone in the background (who I assume was the deputy manager) saying, “I don’t know what she wants me to do about it. What does she expect me to do?” I was then put on with the deputy manager who was EXTREMELY unhelpful and very rude. She begrudgingly said she would email customer service for me and at the end of the phone call I could even here her laughing about my issue with another colleague! As someone who works with the general public in their job, I was absolutely horrified by the level of customer service shown by this individual. And someone who is given managerial responsibilities too! I am now looking at going to small claims court to get a refund for this bed which was misrepresented and faulty.”

Helpful Report

Posted 9 months ago

Dreams is rated 1.7 based on 358 reviews