Dreams レビュー 

I placed an order for a mattress based on it stating it would come within 3 weeks. I was given a delivery date that didn’t work for me and when trying to change this was offered one, one month later. So as a result I’ve cancelled my order. The customer service I experienced was the worst of any company I’ve ever experienced. I wouldn’t order anything from dreams nor would I recommend them.

The experience started well in the Cwmbran store where everyone was great at helping us order a new bed. Just before the delivery, we had a call to say that our mattress was the final one in stock and had been damaged so they offered an upgrade.

The mattress delivered was extra firm, not medium to firm as we had ordered and it was immediately incredibly uncomfortable. The delivery drivers had just left so we called customer services and explained the situation - they agreed it wasn't an acceptable substitute. We drove to the store, tried out others in the range but customer services refused to honour the offered upgrade and I refused to pay another £200 for an equivalent. We cancelled the mattress order and requested a refund.

We are unable to get our refund of £1400 until the mattress is collected. I have been chasing collection for 3 weeks with customer services and today it was finally due to be picked up.

Today, customer services can't confirm where the collection team are or even when will be picked up. They haven't called back. The store have been very apologetic but can't tell me anything. The computer system upgrade is being blamed for a lack of communication and there is at least 50 mins wait on the phone.

Really can't recommend using Dreams, go elsewhere!

My husband and I recently visited the Dreams store in Enfield to look for a new bed, and we wanted to say a huge thank you to Michael for the fantastic service he gave us.

From the moment we walked into the store, Michael made us feel welcome. He took the time to answer all of our questions, listened to what we were looking for, and showed us a range of beds and mattresses without ever making us feel pressured.

After we completed the Sleepmatch assessment, he even brought us a pillow so we could properly try the recommended mattress. It was such a thoughtful touch and really helped us make the right decision.

What stood out the most was how friendly, patient and genuine Michael was and a great laugh. He offered us a drink, made us feel completely at ease, and turned what could have been an overwhelming experience into an enjoyable one. Nothing was ever too much trouble.

It's rare to come across customer service like this these days. Michael is a real asset to Dreams, and his kindness and professionalism made all the difference to our visit.

Thank you, Michael, for going above and beyond. Your help certainly didn't go unnoticed, and we truly appreciate everything you did for us. Ary and Alexia

Absolutely horrible experience - I would never buy from Dreams again! I had so many issues with my order (wrong items delivered, etc). Finally got the desired item delivered and all was well until one of the drawers broke. Not the end of the world and a quick fix, or so I thought. I contacted Dreams on 30 June and was told their “systems were down” and that they would get in touch. It’s 13 July now and not a peep. Online chat is disabled and phones are off. Zero accountability and absolutely abhorrent service. I didn’t think it could go more downhill than it was when I first ordered the bed, but it has. Avoid!

Terrible service. We ordered a mattress for our new home, we specially ordered one that specified it would be delivered within 3 weeks. Then we received a message saying delivery would take longer (not too bad as we’d given ourselves some extra time). When the date they offered wasn’t convenient, we tried to reschedule. This took days as their contact systems were down. After waiting for an hour to get through with the online chat system we were advised that we would have the cancel the delivery date and reschedule but they couldn’t tell us the next available date? As we had no choice we did this, the next available date? Over a month later! Totally unhelpful customer service and we’ve now cancelled the order and will have to look elsewhere. Would never use Dreams again, totally unreliable

Was told I would be receiving a replacement bed for my bed that broke due to manufacturing fault. Waited more then 1 week, was told I would receive a call when the order was placed, but to date just going back and forward with the live chat and not getting anywhere with a date for replacement! Its now been 2 weeks!

After two faulty mattresses from Dreams, due to technical faults. The third mattress, which was considerably more expensive, did not arrive when arranged. I had to chase Dreams to try and arrange a new delivery. After numerous telephone calls to customer services and being on hold for an hour at a time, to try and arrange the third delivery, also because of the appalling customer service lady I spoke to named Maria. I decided to cancel my order. She was not interested in my complaint, or me cancelling my order. I asked many times to speak with a manager. But she just said no manager was available and it would take 24 to 48 hours for a manager to call me back. Even when I mentioned doing a Trustpilot review she was not interested and was very patronizing. I am appalled by this shocking "service" When I asked for my money back, I was told it would take 7 to 10 days. I am waiting to have a hip replacement and having to sleep on my settee is awful. I Would definitely NOT recommend Dreams.

I hope that at some point I can update this with a better experience, but right now I am super disappointed with Dreams. I was ok with waiting the 9-12 weeks for stock delivery, but the way they go about arranging delivery is frankly appalling and unfair.
I got no say in the delivery slot, and they automatically allocated me a day when I am actually on holiday. I tried several times to rearrange and the phones and online chat function were down. I finally got through to a customer service agent today and I thought it would be no problem to shift the delivery date to a later slot - I was really quite wrong! I was told I would lose my delivery slot to change the date (no biggie, I cannot be here on that date). Then I was told that there was no new date as it was out of stock and I had basically been moved to the back of the queue! So changing the date does not just lose you your slot but also the item!! They don’t make that clear upfront. Now it will be 9 more weeks and then maybe they will contact me before I get a new delivery slot, and I have struggled to get assurances that I’ll be contacted for my availability. The process is frustrating and really unfair, and I expected better of a company this size. How is the delivery arrangement process so very poor? Do they not know that people work?!?

Dreams made it very easy to buy a mattress to be delivered to my mother's house on the other side of the country. I chose the mattress in our local store - with great advice regarding mattresses that would suit the budget - and they arranged to have it delivered from her local depot. Delivery arrangements also took into account an elderly person's needs. Top staff, great mattress, job done!

Re order no: SRET1119524
I've now had two terrible mattresses from Dreams, awful customer service and am out of pocket as they won't fully refund the cost of a faulty mattress - even after their third party assessors have confirmed it is faulty! Do not buy your mattress from them!
The first one was completely different to the one I tried in the showroom. Replaced by their 'comfort exchange' policy for a second which was faulty. After 4 weeks it sagged in the middle.
They are so badly made. They took weeks to collect and I'm still waiting for my refund.
Their customer service is slow, painful and rude. They won't even give me a full refund as, understandably, I have chosen not to get another exchange.
They are a horrible company to deal with.

Above all the attention and advice given by the in store sales lady. Using the technology to find three suitable mattresses for me I was then allowed the time to make my choice. I am very happy with the mattress I finally decided on.

Super comfy quality beds worth the price
Thanks

Shame I can't give them no stars! I ordered a divan base with drawers and the drawers were broken before we'd even assembled the bed!! Awful quality. I then asked for a collection and refund and, due to a warehouse update, the collection was delayed so I am forced to store the broken bed and wait for my refund. They are also making me wait in for a whole day for collection and won't give me a time slot. A total waste of 2 days waiting in for delivery and collection for a bad quality bed. We have mattresses from Dreams which are fine, but I would definitely not recommend the divan base

Excellent communication regarding delivery. Polite and helpful, all good!

Really knowledgeable and helpful staff and an amazing product. Was finding it hard to get a new mattress for my electric profile bed, went to a small independent in Exmouth to be told I had measurements wrong and he sold me a mattress that wasn't suitable for an electric profile bed (rang the manufacturer to ask as it wasn't bending and the seller told me it just had to give and it was sliding off the frame when I moved my bed, the manufacturer said under no circumstances was it to be used with an electric profile bed and they never suggested it was in any literature they had passed onto the seller). So I was a little unsure and went in to speak to the staff at Dreams in Exeter, showed them my measurements and he knew exactly that it was an electric profile bed with two single mattresses in from the dimensions alone. He showed me all they had that would suit my bed and my budget and also had the mattresses on electric profile beds so I could really try them out, he even gave me a pillow and told me to give each mattress at least 10 min before picking and not to rush. The show room was perfect for a wheelchair to get around and the electric profile beds made it incredibly easy to try the beds and transfer back into my chair. The mattress chosen came with a money back guarantee period for peace of mind but is absolutely fantastic. I have a chronic pain condition and use a wheelchair, I spend a lot of time in bed as sometimes am unable to get out and about due to pressure issues etc and I have been amazed at how comfortable the new mattress is. I was a little worried the cooling gel layer would be too cool at points but it is perfect both in the heatwave we are having now but also in cold nights. I would definitely recommend the company as a whole but the Exeter showroom in particular is absolutely wonderful and so helpful with no hard sell or unnecessary up selling with an incredibly knowledgeable manager, we went down for me to get a mattress and my daughter walked out after buying herself a new bed and mattress too as the prices were so good and staff so so helpful without the pushy sales techniques used in many places nowadays.

It took over a month for the bed we ordered to arrive, due to low stock, but once a delivery date had been arranged, the process was smooth and stress-free. Christopher and Liam were very professional and polite, and they assembled the bed much quicker than I had anticipated. It was definitely worth paying the additional charge for them team to assemble the bed for us! I could not fault the delivery service provided.

Got great mattress for my daughter at very reasonable price. Sales person was also very nice. It was second time I got a mattress with them and will definitely buy again when needed

From the first visit where we spoke with Tammy at the Cannock store who was fantastic. Very caring approach, listened to our needs and identified something suitable, to returning a few months later and dealt with Matt and Paul where the service was first class, Attentive, knowledgeable, friendly but professional and naturally we purchased from there. We felt totally looked after and our needs taken into account. We don't have out bed yet as we are waiting to move house but I'm sure the service will continue until it is delivered. Thanks guys for a very good experience. Would definitely return and recommend.

The shop assistant was great, really helpful and informative.
She advised several beds which would be suitable but wasn’t pushy.

I ordered a wrong bed wanted an ottoman . As soon as I noticed the same day tried to cancel I am now on day 8 of trying cancel the bed. Phoned up everyday nobody can locate the order yet have taken my money from my account have now asked the bank for a recharge . I will never order from this company again . They do not reply to emails or can even help when you phone them. Hence I had to wait over 55 minutes for someone to answer. Waste of space . Has a 12 weeks delivery window too which is bad . Just refund my money so I buy a new bed!!