Dreams reviews

If you're thinking of getting a bed DO NOT USE DREAMS!

Delivery for the bed we choose was cancelled 3 weeks in a row, my partner and I are currently sleeping rough. It was an absolute nightmare to get any kind of customer support, after wasting the best part of a day I finally managed to cancel it. And we are now back to square one, but I'll never consider going to Dreams ever again!

The service in stores is pretty good, but don't be fooled!!

still waiting

ordered a lovely bed at a good price 2 months later the bed broke, went into store had the hassle of trying to explain 5 times what had happened to a rude customer service man. Was then told i would have to pay £29 to have the bed put together! i have now been waiting over 3 weeks. My partner has major back problems and we have been sleeping on the floor for 3 weeks have gone back into store today and workers were unhelpful and rude! and asked what we wanted them to do about it! how about deliver the bed i ordered and paid for !!!! very unprofessional company.

Phil Wall found this review useful

4 days ago

Reply from www.dreams.co.uk

I am sorry to hear this. Do you have an order number so that I can look into this for you?

No customer support for faulty unsafe goods Nightmares not Dreams

Ordered a bed from dreams. Was supposed to be an am delivery, came at 2pm. Head board of bed faulty so bed would not bolt together. Contacted the number supplied for the help line, no answer. Tried customer services, no answer. Contacted store, nothing they could do...they called customer services and got through straight away. They transfered the call to me. Told them of the problem, nothing they could do....so i demanded that a new headboard be delivered straight away, cant do that sorry...informed them the warehouse was only 3 miles from us and to get one sent over, cant do that sir. So after arguing with this guy for about 10 mins agreed that a new bed was to be delivered the following saturday and the old bed be taken away and the new one assembled by dreams together with vouchers for our inconvience. Phone call a couple of days later to tell us the bed would be four weeks as they had other deliveries...Contacted customer services again, no reply, sent emails, no reply, contacted store, we will get back to you sir...never did...
Thats where we are now. No contact at all from dreams. It seems as though once they have had your order and cash, you are on your own. They dont care if you have any problems with they faulty goods that they have supplied...
Wish i had seen all these reviews before hand...would have gone to bensons for beds...So if you are thinking of buying from dreams then dont. Go somewhere else.

Phil Wall found this review useful

10 May 2013

Reply from www.dreams.co.uk

I am sorry to hear this. Do you have an order number so that I can look into this for you?

Frighting level of customer service

We ordered a bed in early Jan after countless efforts and numerous phonecalls the bed was delivered in April. The fitters left several peices unattached and the bed collapsed several times. Now I'm stuck with a damaged mattress and springs out of place and unsafe bed. Me and my wife have no choice but to sleep on the floor. No apology offered and for our troubles we were offered £30 to keep the damaged bed and mattress. Please do yourself a favour and shop anywhere else.

07 May 2013

Reply from www.dreams.co.uk

I am sorry to hear this. Do you have an order number so that I can look into this for you?

TOTALLY UNPROFESSIONAL

We ordered our beds on the 1.1.2013 for delivery on the 26th Jan, after countless probelms days off for deliveries and my daughter slepping on the floor for 7 weeks. Our order was completed on 23 March. Feeling very let down by the service we decided to write to dreams after 3 E-mails and letters we have not even had an acknowledgement.
I am disgusted with this company and would have never have gone to them and wished we had read the reviews before placing an order.
We have spent over £3,000 with this company and they do not even have the decency to reply to our correspondence.

25 April 2013

Reply from www.dreams.co.uk

I am sorry to hear this. Do you have an order number so that I can look into this for you?

NIGHTMARE!

We ordered a new bed from this company and we received it late. When we checked over the bed, it had dents all down the side. We asked if we could get a refund, and after being on hold for 40 minutes they finally decided they would send someone out. Time went by, still no one had turned up. We phoned again, they didn't apologise, and seemed rather rude.

This process repeated for a good 3 months before we got a eventual refend.

Long story, short: Don't use. Crap Company. Rubbish staff. No Manners. Unhelpful.

23 April 2013

Reply from www.dreams.co.uk

I am sorry to hear this. Do you have an order number so that I can look into this for you?

READ FOR YOUR OWN PROTECTION. Nightmares not Dreams!!!!!!!!!!!!!!!!!!

This company has been recently taken over after (I believe) going into administration, the company who have taken over have no more morals or scruples, and absolutely no intention of honouring their word whatsoever.
Rubbish Goods: I bought a stratus rise / recline bed which for a lot of money went wrong within three months eight months on after many telephone calls (where they try to ignore your problems) and seven (recorded delivery) letters which they have simply ignored, I have had to seek the advice of a solicitor and start court action against this shameful company to get my money back.
USE YOUR SENSES 1.2 OUT OF 10 on CUSTOMERS RATING SAYS IT ALL, TAKE YOUR MONEY AND GO TO A COMPANY THAT MIGHT JUST CARE WHEN SOMETHING GOES WRONG. I paid over £700.00 on a bed, and no help, care or consideration when something goes wrong. £700.00 and you would expect a day time rest bed (for ill health) used for less than 30 hours in less than 4 months, yes you would expect a little bit of fair play, but NOT WITH THESE PEOPLE, you have no hope whatsoever with this company and yes this is the new company who have taken over in February 2013. I eventually got a date of the 9th of April for them to pick up the bed and promised my full refund with 3 to 5 days, ten days on, once again no refund and no-one in responsibility at Dreams wants to talk to me after two calls again today (18/04/13) and being kept on hold over twenty (20) minutes,

SHEER IGNORANCE SHOULD BE THE DREAMS LOGO....................................

An absolute NIGHTMARE to deal with.

Anthony Williams

18 April 2013

Reply from www.dreams.co.uk

I am sorry to hear about the problems you are having. Could I please have your order number & I will look into this for you.

Disgustingly Bad

Said they would deliver a week later in the shops. Was sent a confirmation txt message saying bed would be delivered the next day.

- Took a day off work, bed was due to be delivered between 1pm-6:30pm.

- At 5pm we got a phone call saying they didn't even have the items in stock (!!!!) so would have to wait 2 weeks for it to be delivered.

- Wanted to cancel but they said it would cost 20% of the order in cancellations fees.

- Very unhelpful customer service centre.

AVOID.

poor customer service

Delivery attempt 3 times,wasted days off work,countless phone calls, a customer service that said cannot help you go back to the store, product wise good but still waiting for a response on cabinets that in store we were paying for a made product only to be delivered flat packed. NEVER use Dreams because they are certainly NOT

James Fussey found this review useful

Incompetent

August 2012 went to my local Dreams store in Hull and bought an iris mattress with a divan base. The base I was supplied looked identical in pattern but was in fact 2 different divan halves. One side is sprung and one side isn't. Because of this, in March 2013 the iris mattress developed a great big delve in the middle and was extremely uncomfortable. Upon pointing out that the reason the mattress had broken was because of their inability to provide customers with the correct divan parts, they told me that they wouldn't be providing me with the correct divan base because it was "free" so it appears that the mattress problem is going to be persistent and require the mattress to be replaced long before it's due to be replaced. Having to replace a mattress because of their incompetence in less than 12 months is totally unacceptable. My advice would be to shop at Harvey's or DFS my friends have received much better service there.

James Fussey found this review useful

We were the lucky ones

We visited the Taunton Store late in November 2012. The advice and service we received was excellent. We placed an order and asked for a February 2013 delivery. This was accepted. When we returned from an extended holiday, we found that the extension to our house had not been completed and unready for the delivery of beds and furniture. At first, we contacted the Taunton store to arrange a new delivery date, that was no problem, but shortly after we heard that Dreams were in some trouble, that worried us, but although the Taunton store closed before the delivery of the beds, we were assured by Customer Services that the delivery date would be honoured. The beds were not only delivered on the advised date, but within the two hour slot that they had promised. All was well except for the timber block inserts in the headboards. We were asked by the fitters if we could reduce the size of the blocks, and while this was being done trhe fitters left without checking that they would fit, and we believe took one of our screwdrivers After some difficulty we managed to connect the headboards to the beds. That was the only problem that we experienced. The furniture was delivered four days later direct from the manufacturers on the agreed date and within the time slot.

Pathetic

This company makes me feel sick. Need i say more. I wouldnt even waste my time talking about this company any longer.

James Fussey and Steve Pearce found this review useful

Most ironic company name ever...try Nightmares

Failed to deliver.
Failed to answer customer service calls or e-mails.
Unhelpful staff when in contact.
The worst company I have ever dealt with.

Stephanie Pacheco and James Fussey found this review useful

Dreams are an absolute waste of time.

My husband and I were assured by Dreams that our mattress order would take two weeks. Delivery date was scheduled for two weeks later. Delivery date arrived and we got a phone call saying 'just scheduling your delivery for two weeks time'. We were obviously annoyed as he had taken time off to get the mattress that day. We actually had a contact at Dreams and so called him and got the old 'see what I can do' and then heard nothing. Two weeks passed, we chased them up, were told we'd get a delivery this Friday. Today is Wednesday - got a call to say they couldnt schedule our delivery until April 6th. 6 week wait in total.

None of this would be so bad had Dreams been upfront and honest about how long it would take to be delivered. Really disgusted with their customer service - I can't imagine how much worse it must be for people who can only go through the normal lines of sales to buy from them. Have just cancelled our order. Back to square one, four weeks on. Thanks very much for wasting our time.

In short: the quality of mattresses may be very good, but if you have schedules to stick to or are in a hurry for delivery (2-3 week window because you are sleeping on the floor, rather than longer) just don't bother with them. Customer service staff are pleasant but clearly havent got a clue what they are doing, and do not communicate with each other or with the delivery company. So disappointed and frustrated by this.

James Fussey found this review useful

DREAMS HAVE GONE INTO ADMINISTRATION

Dreams are no more, they are being bought out, but a lot of the suppliers have been stiffed and wont supply the new owners.
Beware if you have anything outstanding with them,
Call them asap to find out whats going on.!

James Fussey found this review useful

08 March 2013

Reply from www.dreams.co.uk

On 5 March 2013, Ernst & Young LLP, were appointed Joint Administrators of Dreams Plc.

The Joint Administrators upon appointment subsequently sold the Company’s business and assets to a new company controlled by Sun Capital Partners, for an undisclosed sum. As a result the business has secured new investment and will continue to operate as a going concern outside of insolvency.

All orders placed before the transfer of ownership will be honored in full and in the unlikely event that the product ordered is no longer available we will endeavor to find a suitable alternative product.

Appalling Customer Care and Aftersales

Bought a Tempur mattress from Dreams Ashford 15 months ago..no problems at purchase. However, after 14 months of comfortable sleep a large soft spot appeared overnight. Dreams sent out a technican who couldn’t have been more disinterested if he tried. Took 5 mins to dismiss our claim. Dreams customer service have been no help at all, they took 2 days to return my call, and have no advice.

Currently going through The Furniture Ombudsman 0845 653 2064 to see if I can get some recourse. Check out their website if you've had problems with Dreams, Furniture Village etc.

James Fussey found this review useful

wow think i was lucky

no complaints arrived on time in excellent condition thank you dreams. sorry to everyone else but i had no problems

Octaspring = buy in October, maybe a bed by Spring....!

I wish I had read these reviews before purchasing a bed from Dreams. This company does not deserve to be in business. Spent £2,500 on bed and mattress. Bolts, castors and headboard bolts were not delivered at the same time. Customer service atrocious. Help from the original salesman in Maidstone non-existent. Quite insulting. And no apologies. They continually got my name, address, delivery completely wrong. It should be a simple process to by a bed. This company have got it all wrong and are so thick skinned they can't react to any of this feedback!
Quite simply DO NOT EVER BUY A BED FROM DREAMS.
DREAMS = NIGHTMARE

James Fussey found this review useful

You wont get the same beds they have in the showroom

We were bought a Wentwood king size bed as an early wedding present after seeing them on display in a number of showrooms, my mother also has the same bed but in king. The bed that they delivered was not the same as those in the showroom, the whole bed is now veneered using very thin cheap veneers and the structure is made from MDF NOT OAK. The shiny waxed finish on display in showrooms has been replaced by a splintered matt off red which suggests it's not even Oak any more.

You may NOT get what you have ordered, DO NOT BUY.

Michelle Turner and James Fussey found this review useful

Not a dream but a mightmare

We paid a deposit for an adjustable bed from Dreams at Barnsley and was promised delivery within 10 days. We were asked to pay the balance no less than 3 days before delivery. I paid the balance 5 days before delidery and was told it could not be delivered for another 2 weeks. I informed them that this was not acceptable. The store said they could not refund my payment even though it had only just been made, I spoke with customer services who at that stage were very unhelpfull and was informed it would take 1o days to get my money back and I would lose my deposit of over £300. On the delivery date of 14 February 2013 only the headboard was delivered no bed. I phoned the store who promised to ring me back and did not. I rang customer services who informed me that the bed was only ordered when I payed the balance and there was a 28 day time from the manufacturers. They agreed the information given by the store was wrong but are still not agreeing to a refund. The fight goes on to get my £1800 back.

Dreams.......more like bad dreams

Don't even waste your time looking at the store, let alone actually buying anything from there. We bought a superking size bed from Dreams in Wakefield, everything went ok till the delivery day. The delivery guys broke our front porch and hall light whilst taking things into the house, then kicked the baby gate off our stairs which is now broken. After taking the bed upstairs, they decided mattress wouldn't fit but they still tried......then they broke the mattress as well. After countless calls to customer service, they've given us 4-6 weeks for a new mattress. They then changed their mind to say they could pick it up within 2 days. They didn't come so we rang back, their excuse was someone had "forgot" to update the system and that they'll pick it up within a few days again. Still waiting for them to pick the mattress up and deliver a new one, even explaining about our young twins trying to pull the mattress down on the floor as it is still in our living room. All customer services could offer was £150 in Dreams vouchers and £80 from our final payment......not good enough. Now we're stuck with the bed as they've said it'll cost £500 in admin fees to cancel the bed. Delivery guys have done enough damage to the house so don't want them round again. Wish we'd gone somewhere else now, DEFINITELY WOULD NOT RECOMMEND DREAMS TO ANYONE, DO NOT SHOP AT DREAMS!!!!!!!!!!!!!!!

Don't ever buy a bed from Dreams

On Monday I had two beds for my two teenagers delivered. My daughter was sixteen last week and had £60 of her birthday money on her dressing table. It was there ten minutes before the delivery men arrived. One of the two delivery men was seen placing my daughters continental quilt over her birhday money and they assembled the beds. When they had gone I took the quilt to put on her new bedding and pop onto her bed and the money had gone. Noone else had been in the house.

I have had no interest from the company and had to get the Police in who will be investigating this matter further. I feel I have been violated in my own home. I would never ever buy from Dreams again.

Dream Beds ARE a nightmare

Ordered a Headboard from dreams via internet -promised delivery 30th Jan. stayed in all day waiting- to no avail - phoned several times to locate delivery-told it had been despatched- got first text 1st Feb telling us delivery would be between 7am- 12-00 received a text this morning at 8-17am stating our item would be delivered this morning between 7am - 12-00 . surprise surprise we`re still waiting . just going down to our local Dreams (nightmare ) shop to warn any unsuspecting customers of the kind of people they are dealing with- they lie lie lie headboard ordered Dec.We have phoned to cancel our order interesting to see what happens . time they were taken to task via` Watchdog`or the press.sadly to get information through one has to give them a 1star rating.

STILL UTTERLY SPEEHLESS !!!!!

Well needless to say i am still without a bed. I wrote a review last week, on the day of my second failed delivery, and here i am another week gone and another failed delivery added to the list...and still sleeping on a floor. Tomorrow i will be going in to the dreams store to DEMAND ALL MY MONEY BACK, and i will not be leaving the store without it..trust me.
DREAMS has categorically been the worst company i have ever come across in all my days, and i will never shop there again!!

Make sure everyone who has ever written on this website, and has ever shopped there spreads the word. Lets all come together and get this place shut down once and for all. i dont undertand how the company is still running anyway and if i have my way they will be bankrupt and on watchdog by the end of this year!

Dreams thanks for nothing..........

Mr Jamie Wiltshire found this review useful

Awful should be no stars

Ordered the bed, delivered on time but, they ripped mattress, took all artex and paint off my ceiling, the packaging around the mattress was soaked and dirty so they decided to push that up against my lovely freshly painted new walls. Have contacted customer service but i fear after reading all this i wont be reimbursed

Absolutely awful.

Firstly when we wen into the store the staff seemed very uninterested and I, quite frankly, felt like an inconvenience.
Anyway, there were extra charges added to the price of the actual bed taking it from 275 pound up to 350. We had no control over this. We were also given a 'complimentary' mattress cover which wasn't complimentary at all - you will hear more about this further down.
Cut a very long story short, we had a failed delivery twice. The 1st time they went to deliver the bed they delivered it to the wrong address. The second time I asked for someone to phone me to ensure someone was home when they arrived - and I specifically stated to have it delivered after 1pm.
Sure enough there was no bed when i got home from work. I called the customer services number and when I was told I couldn't get my money back that day I demanded to speak to a manager. The young man who was on the other end of the phone questioned why I wanted to speak to her, and was told "you may as well just hang up, your just wasting your credit on your phone and I'm telling you your not getting your money today"
I was then told that my money would take 7-10 days to go back in to my bank. over 2 weeks later and I'm still waiting...
as for the mattress cover - they took 22 pound off the 350 which I was owed until I renturned the paper thin piece of cloth which was apparently complimentary and was no way worth the 22 pound.
The moral of the story - i have no idea how dreams is apparently the number 1 in the uk. my experience was absolutey terrible. never again.

Did I get lucky?

Luckily, I seem to have had a totally different experience than everyone else here. Thanks to health problems, I needed a new mattress. Bought one after much hesitation (lots of pressure, not much advice) at another shop - it was no good. Managed to get a refund from them on medical grounds, and thought I'd try Dreams.

I went to the Truro store (while on holiday, as the last shop had put me off buying a bed in London), and then I went again, and again, and again - I needed to get it right this time. Four visits, an hour or two a time - nobody acted like I was a bother; in fact, they encouraged me to take my time and make several visits. Got just the right amount of help - info when I needed it, leaving me alone to fake-sleep for half an hour when I didn't. Finally plumped for a hugely expensive and possibly, hopefully life-changing mattress thanks to their payment plan.

And then I came home and read the reviews on here, and nearly cancelled my order. Luckily, I didn't.

I'd chosen delivery for 29 Jan, was getting worried last week as per other reviews when I'd heard nothing, but then I got a text on the 26th confirming the date and saying I'd get a call with a 2 hour time slot on the day. Got a call at 8.20 this morning confirming delivery for 12.45-2.45 - and it arrived at 1pm. Delivery men were amazingly friendly (especially compared to the guys who'd brought and taken back my first mattress), took it upstairs, even adjusted my existing headboard to fit it better. The mattress was in a bag inside a box, so I was reassured that no one had touched it. Hopefully the mattress will turn out to be as good as the rest of the experience.

Seriously, I can't praise the staff at Truro highly enough - Austin and Lee, if anyone wants to try there - the experience there was the exact opposite of what I'd experienced in London. And though I was worried about the delivery, that worked out perfectly too.

I do feel for everyone who's had a bad experience, but from this episode, I really can't fault Dreams on a single thing. At least, not yet - if I end up switching mattresses again, I may have fun with their exchange process...

I've joined the Dreams = Nightmare Club

I had a great time at the Dreams store in Chippenham, Boxing Day sale, offers of tea and coffee, all very pleasant and nice. The Dream was wonderful.

4 weeks later and the Nightmare has started.

When in store we mentioned that we where moving into our first home after 24 years of Army life and spending 17 years moving from house to house with my wife, living at times from a suitcase as furniture was delayed and houses not ready to move into. We mentioned that the address supplied was going to be our new address and that we where nearing completion and would we be able to confirm a delivery date at a later stage, " Yes of course, you will receive a text to inform you that you delivery will be coming about 2 days before a scheduled delivery date, just give them a ring if you wish to change the date" All sounds good.

22 Jan - Received Text that the order was going to be delivered, EEK! need to delay the delivery a few days or deliver to alternate address in the same town.
23 Jan - Rang branch to change delivery date
Store "That would incur a 6-8 week delay as your order will be re-allocated"
Me "Okay, can I change the delivery address" same town, only 1/2 mile away.
Store "Yes, I'll get Customer Services(CS) to ring you to confirm the change) - Still waiting for any call from CS.
23 Jan - Rang Branch again.
Store " We will ring CS again"
24 Jan - Rang Branch again - Left message on Ansaphone, in fact rang 4 times and left 2 messages on the ansaphone - Guess what? Still awaiting call from CS.
25 Jan - received call to say that bed was being delivered between 11.30 and 1.30, told them i had attempted to change this order, they said they would speak to CS.
25 Jan - Spoke to Branch - was informed that any change of date would mean a re-allocation of order, and that a change of date would require me to visit the store to prove the address, but it would still mean that my order would be re-allocated. Told them i would speak directly to CS as they could not promise a call back in the next hour, stating that sometimes they cannot get an answer!!!!!
25 Jan - Spoke to Kieron at CS - tried to put me through to a CS manager, no success, so informed me that the call was logged and that they would ring me on 28 Jan - Guess what? No Call.
26 Jan - Spoke to Robert Harris (Kieron not in work) tried to put me through to CS manager - still no joy.
Sunday 27th - Day of rest - peaceful sleep in new bed - I joke - no new bed, no calls providing updates or information.
28 Jan - Cancellation day - rang CS and asked to speak to CS manager "Systems down they will not be able to see the information, but we will get a manager to call" I'm not even going to ask the Guess What question. Additionally I stated that I wanted to cancel the order "the order is over £500 I cannot authorise that I shall get the cancellation team to contact you and as your request is logged before 4pm they will call you today" For the last time I will say Guess What? Yep still no call.
I have rung Dreams, both at Chippenham and at CS a total of 14 times, they have never once returned a call, the customer services manager(s) have not called, and now the cancellation team has not called.

I have emailed them tonight, not really expecting a reply as i did say that I expect them to join HMV, Comet and Blockbusters as headliners on the news.

Its ultimately your choice where you shop, and there may be many 10's of people who are happy with the service, certainly not me.

dont do it read reviews truly accuate

left with out a bed received email 23 Jan bed arriving on sat 26 as order yes get rid of old bed in morning of 26 waited for phone call two hour window to delivery time waited waited then at 1 oclock message sent delivery changed to tuesday 29 jan both my partner and myself work but we tried to comprise we wanted a bed then on monday the28 jan another message sent cant deliver the bed mattress not ready be arriving on the 5 feb not good enough we have no bed no help from dreams no compensation the staff from customer service are crap we are now going to dreams in poole to cancel our order as they have not fulfilled there part of our agreement to us and collect my payment back of 400 pounds then i will be contacting trading standard with my complaint ive worked hard for my money we want the service they are offering that is only fair we cant sleep on promises oh yes we dont have a bed do we DREAMS

Untrustworthy and incompetent

Ordered a bed from these jokers online on 13th Jan - chose the delivery date of 24th Jan from their Calendar. The idea is that they call you on the day of delivery to confirm a 2 hour delivery window. Great, I thought.
21st Jan - received confirmation text that my bed would arrive on 24th January.
24th January, 9am - I received a call to inform me the bed would be delivered on 29th January!!! They were in total denial that the order had been due for the 24th, so I even emailed them a screenshot of the text message they sent me as evidence.
I then spoke to a manager who was even less helpful than the initial CS rep- it was 29th January or nothing. So, having received no satisfactory explanation, let alone an apology, and being both unable to take further time off work or willing to reward incompetence, I cancelled the order, and requested an email confirmation of this.

Given they are unable to perform the simple task of sending a bed on the day agreed, I have little faith they will handle my refund any better.

Dreams = Nightmare - avoid like the plague.

Sedef Narin and Karen Chickyboo Noo Patient found this review useful

still no bed

You are lucky previous reviewer I still haven't received my bed ordered 20th November 2011 !

Sedef Narin found this review useful

A bit of a cliche, but they should be called NIGHTMARES or simply a JOKE.

I should know better than trust TV ads! The bed was delivered late, the base was faulty. First few days, they said they will put it right the next day, then the Customer (Dis)Services started to get aggressive! This is your faulty base, I'm chasing you to get a working one and you're telling me off? I am upset at my self for not going to an established department store, beds there don't cost more! And they have a reputation to protect, obviously Dreams.co.uk is only for Christmas sales, not for life! Then comes the 2nd part of the nightmare. The mattress itself is no good. It is grilling us, both my husband and I, when he prefers it hot and I cold, this bed can't please either of us! How did I put myself into such a mess? We have to wait for 30 days to request a 'comfort' exchange. In the meanwhile, my bedroom a war zone with faulty base and un-sleepable mattress. Let alone good dreams, if you wish to sleep, stay away from DREAMS!

Disgraceful customer service

We decided to buy a new bed that would last us a good few years. The total price of our order was £1400. We were informed by the store manager our bed would arrive on 15th December. My husband took a day off work. He received a phone call on the morning of the 15th that we would not receive our bed as it was not in stock! When we ordered our bed on the 2nd December it was in stock! A waste of a day. We were then informed our bed would arrive the week later. We informed the company that as we couldn't take any More leave they would have to deliver after 4pm. They said that would not be a problem. Delivery driver turned up at 11.am! They left a message with a neighbour and informed them that they do not deliver after 4pm! After various complaints to the store we arranged for a private courier to deliver after 4 pm which cost us another £40. Dreams now owe as a refund for not taking the old bed away and for the payment to the private courier. We have phoned the store on numerous occasions and have finally got through to customer service and have been informed that we should receive our refund by 31st jan. Every time we called customer services the call would be re-routed back to the store. stay away from the company.

Sedef Narin, Dave McWilliam and James Fussey found this review useful

If you want a Nightmare shop at Dreams

I wanted to purchase a matress and headboard so I visited the store on 26/12/12. I made my purchase and was told my products would be delivered within the month, I also had to leave £160.00 deposit. 10 days later I called the store to see if they had received a delivery date and they replied I was not getting my products until the full value had been paid - this is not what the sales staff told me.

I called head office to cancel my order and was told the 20% admin fee would not apply to me. I then received another call from escalations informing me my order had been cancelled and the admin fee applied - if I was unhappy I should call them back before the working day is over.

I called the lady back 2 hours after she called me to ask her not to cancel the bed until I spoke with the managment team but she had gone home for the day? I spoke to her colleague and she left my message for the other customer service agent who took my call initially.

On the Monday I received a call advising me that she HAD to cancel the order and my refund will be issued. 3 days later I had my refund. A refund of £0.20. The following day I called to advise the company that they had made a mistake with the refund they had issued but was told the refund was correct.

After 2 days of e-mails I have managed to get £80.00 back. I was told that this was there final offer . I have asked for a brakdown of charges which they will not give.

Well done Dreams - you have taken £80.00 of MY money for doing nothing - except giving out wrong information and bad customer service - I hope you are proud.

I will be actively discouraging anyone I know from shopping there.

Sedef Narin and Dave McWilliam found this review useful

Poor delivery service, ignoring their published delivery terms and making no attempt to fit with my availability

I bought a Dreams bed online for >£1000. As the delivery address is in Belfast, the sale and delivery was managed by the Northern Ireland store. The Dreams customer service rep there (Rachel) said that they do not have to follow the delivery conditions on the Dreams website as "that's only for England". Instead, they will call me on the day of the delivery and tell me which 4 hour time slot they will delivery in, not a 2 hour slot as stated. I asked if I could be called the day before and told whether the delivery would be in the morning or afternoon. Rachel told me that the delivery lorries are prepared the night before, so that the drivers know then in what order the deliveries will be made in. Despite this, she said that Dreams NI would not call their customers the night before to let them know the delivery time, because "that's not what we do.".
I was planning on also ordering a sofa bed too from Dreams, but now won't as I don't want to pay money to a company that ignore their own terms and conditions and can't be bothered to help their customers. Instead, I'll order an alternative from dfs. When dfs delivered a sofa to me in December, they couldn't have been more helpful.

Sedef Narin found this review useful

Terrible delivery service

I'm another person who has waited in 2 days for my delivery. Numerous phone calls later there is no explanation, no apology and another rearranged delivery date. Terrible. Dreams are being let down by Yodel and will lose customers because of it.

Rubbish Customer Service

I purchased a Barcelona TV bed from Dreams in Hampshire on 1st January 2013 and it was delivered on Saturday 5th. The delivery guys couldn't get the TV mechanism to work and called their office to find out what to do. They then told me a message would be sent to the supplier first thing on Monday and the end of the bed would be completely replaced with another one. At that point I should have smelled a rat and told them to dismantle the bed, take it away and come back with one that works but we learn from our mistakes!! Anyway I called the showroom spoke to the manager on Saturday who apologised and said he would send a message to customer services on my behalf. I called customer services and they apologiesed and told me I would get a call back by 1p.m. on Monday. No one called. I've called Dreams customer services EVERY DAY, each time it takes 20 minutes to get through to some idiot who apologises and says the only thing they can do is send an e-mail to the supplier and get the supplier to call me back within 24 hours. They keep apologising by not doing anything to actually sort it out. I really wish I had read these reviews before spending almost £1,000 on a bed from this bunch of cowboys. I'm not prepared to give them any more chances and will be calling to cancel tomorrow. They can come and pick the whole lot back up and refund my money. How they manage to stay in business is beyond me. DREAMS - MORE LIKE TOTAL NIGHTMARE!!.

Disgraceful service after spending £1000's

I ordered the Los Angeles tv bed as my partner and I moved into our new home and wanted a top ofthe range luxurious bed as we both work very hard. We visited the Norwich branch of dreams ( should be renamed nightmares) where we ordered our lovely new bed and tempur cloud mattress at a cost of £5,500. Both really happy and looking forward to enjoying our new purchase, we sat down with the clowns at dreams to arrange delivery.
2-4 weeks was our promised delivery time, which we were fine with. 8 weeks had past when we got a call to say our bed and mattress would be delivered, so I booked a day off and sat in and waited....and waited.... And waited... Nothing! I rang dreams to fin out what was happening, and they informed me that the bed wasn't even in stock! Furiously I drove the 30 miles to Norwich to have it out with the dreams staff, who were absoloutly no help whatsoever..... Theywerequite happy to calculate and joke about the commission they'd made off my purchase though! After a while another delivery date was decided, a further4 weeks later.
So another day off work, waited and waited all day, then received a phonecall at 4.55 pm off head office, who conveniantly close at 5pm to say my bed wouldnt be delivered as it wasn't in stock again!
I was outraged!!
Almost 100 phonecalls later I finally got through to head office who said they'd arrange another delivery date, I had no choice but to go with it.
The bed eventually turned up... Anotheonth down the line! And the delivery drivers, who I had paid the extra for to put my bed together,
said they couldn't assemble it as they wanted to knock off early!
After realising that by this point my blood was boiling, they reluctantly did assemble it, which I'd paid them to do anyway!
A month later I bought my oldest son a tv bed, and in typical dreams style, that was a disaster from start to finish.... Messed around once again on delivery dates, the bed has been repaired 3 times in the 3 months we've had it!
I would strongly recommend to anybody to NEVER buy anything from this shambolic pathetic company, as you will only end up being messed around and be given false promises. I have never in my life known of a company to operate so badly.
Thee was even a programme on sky recently showing just how bad dreams are!
Avoid at all costs!!

Furniture range - Not at all worth the hassle or money!

We ordered the Olona 3-door wardrobe with 2 matching 3-drawers bedside table set in the Wenge/brown-Ivory combination. Everything arrived well in time in flat-pack boxes. The wardrobe arrived in the right combination, whereas the front of the drawers of the bedside tables were black instead of ivory. We had to re-order the front of the drawers in the correct colour and waited 2 weeks for it to arrive. 2 weeks later, when the correct ones arrived, it came as a whole bedside table flatpacked instead of just the fronts of the drawers even after we specifically asked them just to deliver the front and take back the wrong ones. Now we will again have to go through the entire hassle of returning the frame which we don't want! Why can't they just get it right in the first place!

The wardrobe as well, for the price you pay - about £800+, you'd expect that they will include the fitting in that price. But no, they want you to either pay additional couple of hundreds of pounds to do that or do it yourself! On top of it some of instructions were not even correct! We still managed to somehow assemble the wardrobe on our own.

I would still recommend the Bed range, but definitely not the furniture range from Dreams!

The UKs Worst Bed Company

My partner and I purchased our first house together in September. As this was our first, we needed absolutely everything from a kettle to a bed. We decided to buy a quality bed that would last and spend the money we had been given in house warming presents in the process. How I wish I'd read even a single review on this company before I spent thousands of pounds in there! The service in the shop was very friendly and all credit to those guys, they happily went with us from bed to bed until we found exactly what we wanted, gave us space to make our decision, and cheerfully threw in a couple of freebies for making such a big purchase. We were delighted. At the time we were told that their new computer system meant they were unable to give us a delivery date but promised it would be with us with six weeks. Seven weeks later and after endless phone calls we finally received a delivery date of the 31st October. My partner took holidays to be in when they delivered however two days before the day, we were told that it was no longer in stock and we would have to wait another two weeks to get a new delivery date. We waited patiently and no new delivery date came, then after several more phone calls we were told the 11th December. In the meantime we had to buy a new bed as my partner's mother was coming to stay and we had no where to put her. We had been sleeping on a mattress that we had borrowed from a friend since we moved in. Today, our new bed finally arrived. However, the delux delivery to the bedroom that we had paid for appeared to have been forgotten as the delivery men left the many pieces of our bed sitting in our hallway, after scratching the new wallpaper to all hell. My poor partner had to then drag the heavy boxes to our bedroom only to find that what had been delivered was a broken bed of no where near the same quality as we had chosen in the show room. The panels at either end had obviously been damaged in transit by boxes piled on top of it and from the condition of the bed, the scuff marks, dirt etc, it had been sitting on a factory floor for God knows how long before it had reached us. After an hour and a half on hold and speaking to various managers we've been told that a new bed will be with us on the 22nd December, however until this time we are left with several large boxes and a mattress we cannot use left in our bedroom. The Manager we spoke to, Samuel, had no suggestions as to what we were supposed to do about sleeping arrangements until that time, nor could he offer us any kind of compensation for the original delay, the fact we'd had to buy a new bed in the meantime, the days off work we had both taken to receive beds that never came, the faulty tat we had received in return for our thousands of pounds or the complete lack of any sincere apology for the horrendous way they had treated us. Inconvenient, disinterested, unhelpful, condescending people who should be ashamed to work for such a company. The sooner this lot are put out of business the better. Never Again.