Dreams Reviews

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

1.7 Rating 367 Reviews

16 %

of reviewers recommend Dreams

Company Reviews

Questions

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

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

“The website was easy to use and can be filtered to what you want which narrows down the choices. We chose a 2 week quick delivery slot and were able to pick a date suitable for us, which was only about 10 days from ordering. A few days beforehand we received further details of a time slot. Excellent service, we were kept up to date throughout the process and they were able to deliver despite national lockdown rules coming into force the evening before delivery. The Head of Customer Service (or perhaps his PA/automated system) emailed at 23:00 that evening to confirm delivery ongoing. The driver phoned in the morning to confirm that a doorstep delivery was suitable for me. The drivers were very polite and happy to carry it to the front door and when I asked for them to bump it up onto the step so I could pull it in they were happy to do it. I would recommend using Dreams over other large bed retailers who we have had a bad experience with. Obviously we have only received the mattress today so we don't have a full review on the mattress but is what we wanted, good quality and comes in a recyclable "plastic" bag.”

Helpful Report

Posted 4 years ago

“Get that awful voice off your adverts. She's made her money from her fee, she's laughing. The director has moved on to other projects he's been paid, they're laughing. The only people NOT laughing are the T.V viewers who have to listen to this revolting voice over SQUAWK ! I'll NEVER buy a Dreams bed.”

Helpful Report

Posted 4 years ago

“Terrible experience with Dreams. Ordered a bed which was part of their "Quick Delivery" range and displayed as a two week delivery period. Product is in fact completely out of stock and I've been told I would likely need to wait 12 weeks or more for delivery. Cancelled the order and now have been told that we have to wait up to 14 days for a refund to be processed, which is ridiculous.”

Helpful Report

Posted 4 years ago

“I brought an expensive bed frame and mattress and also paid for a extended 10year warranty... now 6 years in my mattress has dipped 30cms, is lumpy and is like sleeping on concrete. I am unable to sleep in it as I wake up several times during the night as im in pure agony in my neck, back and hips due to this horrific bed. I phoned dreams and spoke to a woman who arranged for a bed inspection to be carried out, this was done by a man who was in my house for approximately 10 minutes. He seemed more interested in chatting about his like rather than doing a through inspection. Result...dreams would not honor my warranty as it said dipping was excluded. I spoke to trading standards who said the bed is not fit for purpose under the sale of goods act , but dreams still will not replace or refund me. I am now sleep deprived, in really bad pain, sleeping on the floor and cannot afford another bed and dreams don't give a dam. I am so angry when I see dreams advert saying how much sleep matters. I will never buy from them again and I am discusted at their attitude.”

Helpful Report

Posted 4 years ago

“Thieves liars and con merchants. Dishonest and devious. Avoid like the plague”

Helpful Report

Posted 4 years ago

“The advert is THE most irritating. The woman’s voice is so annoying and hardly the right voice to promote beds. Whoever chose her needs to get their ears checked.”

Helpful Report

Posted 4 years ago

“Just LOOK at their reviews ! It's hardly surprising though, this shower of robbers will go bust very soon and then we can all take a deep breath in the relief that we'll never have to hear that irritating, obnoxious grating female voice EVER again !!!!!!!!!!”

Helpful Report

Posted 4 years ago

“PLEASE PLEASE PLEASE TAKE THAT SHRIEKING WOMAN'S VOICE OVER, ON THE DREAMS ADVERT, OFF. IT'S LIKE SOMEONE'S NAILS ON A BLACKBOARD. I LITERALLY CRINGE WHEN IT COMES ON (SO DOES THE CAT!) I AM QUITE SURE I'M NOT THE ONLY VIEWER THAT FEELS LIKE THIS. I LOVE HER ACCENT BUT HER PIERCING VOICE IS HORRENDOUS AND THE AD' COMES ON BEFORE I CAN MUTE HER.”

Helpful Report

Posted 4 years ago

“I bought a FIRM mattress due to my lower back problems of worth £900 in January 2020. After 11 months the mattress haa gone soft and sagged. Also, I have never received pillows which were in the offer then. Please don’t buy or invest in such expensive mattresses from Dreams. Regards, Arif”

Helpful Report

Posted 4 years ago

“Any body that buys a mattress from dreams please please do not take the insurance out with them they will use every trick going not to pay out on claims”

Helpful Report

Posted 4 years ago

“Awful service....been waiting over a week for missing part and still not here. Spoke to dreams 3 times after waiting 40 minutes each time. Requested a ring back also and never received Awful awful company will never buy from again.”

Helpful Report

Posted 4 years ago

“Please do not buy a bed from this company!!! Customer service is absolutely diabolical 😤 I bought a bed TWELVE weeks ago.....I’m still waiting for it! Phoned 7 times to be fobbed off every time “someone will call you back”. Now been on phone over an hour trying to cancel order, surprise surprise put on hold!! I will be going through my credit card to claim back. Ridiculous waiting 12 weeks and they still can’t give me a delivery day 😡”

Helpful Report

Posted 4 years ago

“My husband is on the very vulnerable NHS list , I rang Dreams on behalf of my son while he was out, who bought his mattress in June paid over £400 for a 10-year guarantee and now the mattress has sagged and gone lumpy hurting his back .. Firstly I was taken aback by the rather abrupt operator, I used to be an emergency 999 operator many moons ago and this person was well-trained to be totally unhelpful, they probably get awards for saving the company money . Apparently Dreams hasn't heard of COVID 19 and insist that a team of inspectors need to come into my home do all sorts of tests and a weight test? ,why ? Iv asked if the mattress can be moved to a place where I can disinfect or be put into the hall to be taken away for inspection . Apparently If its moved to the hall its classed as damage and you may not be entitled to a refund ..'OK SO how do we do this inspection?' .. Silence ..then 'Im sorry its all we can offer ' .. Why can't the team take the mattress away ? ''Why are there not alternative measures in place for vulnerable people' ? Nothing , a terrible don't give fig attitude .. Anyway Im leaving this with my son looks like he will have a long fight on his hands .”

Helpful Report

Posted 4 years ago

“What’s happened to Dreams? Bought two beds from them in 2019 and received great service. Needed another bed in 2020 and the service I’ve received this year has been truly appalling. I’m left wondering if the company are heading in the same directions as recent retail fatalities. Visited the Chelmsford store early October and ordered a base and mattress. The salesman was efficient, friendly and I was given a delivery date of 4th December. I paid a £1500 deposit with the remaining £700 to pay. Received an email from Dreams on 1st December to confirm the delivery date and a reminder to pay the remaining balance by 4pm. It said in the email that the bed had to be paid in full 72 hours prior to delivery. I paid the balance online and received a payment confirmation at 3pm. On the delivery day, my husband took time off work on to dismantle the old bed and clear the bedroom to make way for the new bed. As I hadn’t received a call by 10am to advise of the delivery time, I called customer services for an update. After an extremely lengthy wait, I was told that my delivery slot had been cancelled as I hadn’t paid the balance of £700. I forwarded the confirmation of payment email as evidence that I’d paid it and was then told that payment had to be received 7 days before the delivery date. That’s not what it said in the email. A new delivery date was arranged for Tuesday 8th January. I received a text and an email to confirm the new delivery date. That’s where the story should end, you’d think. Sadly not. On Saturday evening, 5th December, I received a phone call from Dreams to say that the bed wouldn’t be delivered on the 8th as the base hadn’t been built. They couldn’t even give me an estimated delivery date. I’ve cancelled the order and am currently awaiting the refund. Hopefully I’ll get it back into my account before the company make any announcements about its future. Dreams have severe communication issues, tell lies and based on the service I received this time, I’ll never buy another bed from them.”

Helpful Report

Posted 4 years ago

“In all fairness we ordered a £99 mattress so maybe it's our fault. The first night it was firmer than I would like but their site said to give it 30 days. By night 3 I could feel every coil. We bought the warranty and the cover but uselessly because the fabric on the mattress has caused piles from being rubbed against it which I guess counts against us. Even if it didn't they want £49 to deal with it on top of any cost associated with the other mattress. I'm just gonna keep sleeping sore as can't afford it. I blame myself for trusting the nice looking cheap option and not being able to afford to shop elsewhere.”

Helpful Report

Posted 4 years ago

“I purchased a tempur mattress about a year and a half ago was told there was a 10-year guarantee as the item is faulty I contacted dreams they told me that I would need an engineer's report and if the item was faulty it would be replaced now dreams tell me there's only one year guarantee on a tempur mattress and wants to walk away from me their customer service is terrible please Please No One buy anything from dreams”

Helpful Report

Posted 4 years ago

“Our delivery arrived badly damaged. Isabella bed with mattress.(Things happen I guess). The delivery team took photos and reported it. We were meant to get a call back from a mobile number (apparently) which never happened. After a 1 hour wait for a live chat which was terminated without any kind of resolution or indeed much chat, a 40 min wait on the phone. A replacement part could be sent in 1 week. After the delivery wait and the excitement of a new bed, that was too long. Whilst it's an easy fix in our eyes, nothing could be done. (No sending via courier, no other stock in the whole country and no shops having the headboard) We opted for a return. After being told that would be 1 week too, it amazingly was fast tracked to 2 days. So they would happily return and refund over fixing the issue and damage they caused to your bed promptly. In store they are lovely at taking your money. Don't expect the same afterwards. 1 hour waits, terminated chats, inexperienced call handlers and a reluctance to fix anything.”

Helpful Report

Posted 4 years ago

“Delivery arrived badly damaged. Delivery team reported it but no call back as promised. A replacement part was offered but would be 1 week. Returning for a refund was 1 week also. We don't have space to keep boxes of bed parts for 1 week. Amazingly rather than replace the damaged headboard promptly, they managed to speed up the return process. So hopefully a refund. All when it could have been fixed so easily by a customer service handler who cared.”

Helpful Report

Posted 4 years ago

“Purchased a divan double bed, mattress and headboard in 2015, along with a 10 year extended warranty. 2 of the 4 draws broken, and excessive creaking when one person turns over in the bed. One side of the mattress is dipping - and our claim has been rejected because the dipping is within the acceptable tolerance levels!!! Even when a mattress is just one week old, their acceptable dipping is 1cm, or 15% of the depth off the mattress. Shocking !!”

Helpful Report

Posted 4 years ago

“Bought a mattress from Dreams, was advised to take out their extended warranty which includes an 8 year structural cover. 4 years in and the bed springs have failed, the technician inspected the bed and said that it was a structural failure but may not be covered as the mattress is stained. They dismissed our warranty claim. Very dissatisfied, they even stated "staining does effect the internals of the mattress and can cause dipping and structural issues" In my case the springs have separated giving an enormous dip in the middle which I am led to believe is due to the staining which by the way is from sweat. My previous mattress, not from dreams, lasted more 15 years and I didn't even need to change it! I am waiting for them to justify their decisions and if not answered satisfactorily will be taking this to the ombudsman. I will update when I have a further reply. in the mean time consider wisely where you buy your mattress from I know from whom I would not want to buy one. Beware, I also spoke to a member of staff where I purchased the mattress from explaining the situation and they thought the mattress would be covered explaining that is what the insurance is for so they may well be misinforming any potential purchasers”

Helpful Report

Posted 4 years ago

Dreams is rated 1.7 based on 367 reviews