Dreams reviews

There is no NO star rating

No bed turned up on the delivery date, no phone call. Unable to contact by phone just kept on hold for 45 mins refuse to answer any of my emails or letters they have had my money for 6 weeks and refuse to refund it after I cancelled the bed. This company is not trading honourably they have been reported to trading standards. I would strongly advise any potential customers to have nothing to do with this company, I hope they will be shut down soon.

Terrible

Terrible experience with dreams:

- Sales team will sell items that cannot be fitted just to keep their sales targets higher than colleagues.
- Sales state one week delivery-stil waiting on items 9 weeks later
- Support on average take 20-30 mins to answer a call
- Support will drag your call on for over an hour as they speak with delivery firm, furniture firm, managers, friends, girlfriends...you name it.
- Furniture is outsourced and very poor quality and takes the best part of 6 weeks to get replacement.
- Delivery firm is outsourced and slated dreams furniture.
- Customer service are very rude - appreciate they get so much flack all day from sales miss-selling but really the company is a shambles

They state they will give refunds but 2 weeks later still nothing heard. Overall I would never buy from these cowboys again.

Dreams is what nightmares are made of.

My girlfriend and I purchased a double divan with mattress and headboard on the 4th January 2012 via the internet and we paid for it there and then, delivery was scheduled for 1st February 2012. On the morning of the scheduled delivery day we receive a message that the delivery cannot be made due to a problem in the warehouse, much to our chagrin, and disappointment.
Whinge #1: They could have informed us earlier (than day of delivery) that they could not meet their obligation for that delivery that day. Keeping us informed would not have killed them.
No news from them for a week or so, so we drop them a couple of emails, which go ignored, we call them up, and get a promise of a call-back, which does not happen. We just get fobbed off; we are ‘understood’ but no resolution for a delivery date. We visit a store, but are informed in a blunt kind of a way that any business on-line must remain on-line.
Some more time elapses. We call another couple of times (at least) over the weeks, send a couple more strongly worded emails also, and we get a delivery date. [This] by now is a whopping one month and one day later than their original delivery date.
Whinge #2: If would not of killed them to keep us informed of events with our order throughout the process. If we had not chased them, then we would have been in the dark.
You have got to question the integrity of this company. I mean, the mattress that we ordered was a brand by another company, so, surely, most of the hard work is done (i.e. it does not have to be made), a divan does not seem particularly complicated to fabricate, and a head board, well, it is not rocket science is it? Humanity has been put into space, atoms have been split, yet, this bed company seems to have difficult delivering a bed on time, and initially requiring a month to achieve it, and a month later it still has not achieved it.
We specifically chose this company as we believed that it was a national company that was organised, that they would be able to deliver on our order. We did not want to go to some dodgy dealer in some back alley somewhere, as we did not want to receive bad service. I recognise the irony.
How this company is still in business beggars belief and I am sure that when people read the terrible reviews on TrustPilot of Dreams, I am sure that they will come to the conclusion that not all these of reviewers can be wrong. I only hope that they have read these reviews initially, before going to Dreams with their plastic, as I wish we had done.
I write this review whilst lay on an old mattress on the floor awaiting for said delivery which is apparently today, where, my partner and I have slept for the last month like, at best students, at worst vagabonds. We had thrown away our old bed frame as we were expecting a delivery. We ‘live and learn’ is the stoic philosophical adage.
Whinge #3: How hard can it be to deliver a bed in a reasonable time frame?!
This is the 58th day, still no delivery and this is the second promised delivery date which has been a failure, too many false promises, too many lies, we will be seeking a refund.
if there is difficulty obtaining our refund then it will be the legal system

Adam found this review useful

DON'T, JUST DON'T!!!! (0 star if I could)

I have never felt so strongly about any company because I have never dealt with a company so bad. Please, take notice of this review and countless others, they are not lying. I have been lied to multiple times by this company. I was promised delivery 3 times already and they failed all three times meaning I wasted 3 holidays already, first time was in early January, they called and said it was on the way, only to tell us later that it wasn't even in their warehouse! Then a month later we heard from them again, and we took another day off, only to be lied to again. And 2 weeks later, the same thing again! Even if you get a steep discount, buy your stuff elsewhere, save yourself from frustration. Dreams is the epitome of horrible customer service. I want to complain to the Trading Standard after this. This company needs to be closed down!

Choose wisely

The beds are great but the mattresses are very poor quality. They offer a warranty but when mine started to dip in the middle after 12 months they claimed that it was my own doing by the way that i lye on it. UTTER RUBBISH and i was unable to get anything from them. AVOID IF POSSIBLE

Do not buy from Dreams

I was promised delivery on two occasions and took those days off work. On both occasions I rang the day before to check all was ok and yet on the actual day no bed was delivered. I chased constantly, many service reps said they would phone back with more info but never did. When I finally got answers it was a simple 'yeah, you're bed isn't even in the warehouse'. Absolutely appalling. Dreams has too many departments all working entirely separately of each other so no communication and no management to oversee the full process.

Do not take the risk, buy from somewhere else.

P.s Still waiting on my bed to arrive

Very poor service, help desk impossible to get hold of an emails are ignored

I purchased a Cordova bed and Sussex mattress, the order date was 5th November 2011

At the time I was informed that the bed and mattress were in stock and would be delivered within 4 weeks, this did not happen and the bed was finally delivered just before Christmas.

On unpacking the bed I noticed that one of the side rails were damaged, on inspection it appeared that the rails had got wet and the laminate had started to peel off from one end and was damaged at several points along the length of the rail.

I was disappointed about this, especially as the sales person had used the fact that this was a ‘Solid Wood’ bed as a selling point when I visited the show room, and the bed had marketing material on it highlighting the ‘Solid Wood’ so I was surprised that the side rails were laminate.

After noticing the damage I contacted the help line, who in turn told me to contact the store – I did this, the store told me that they couldn’t help as they didn’t have any spare parts in stock and that I should get back onto the help line.

Eventually your helpline agreed to send out replacement side rails to the store for me to collect and that I would be called when these arrived. As the bed was needed it was agreed with the helpline agent that I could assemble it as the replacement rails would take several weeks to arrive.

At some point in January (I don’t have a record of the date) I was contacted by a Dreams delivery driver telling me that he had side rails for the bed and where did I want them delivered, as I was away from home at work I told him that it had been agreed they would be delivered to the store for me to collect and he confirmed that this would happen and would be available for me to collect the following weekend.

The next Saturday I dis-assembled the bed and returned to the store to exchange the rails, on arrival at the store they told me that the replacement ones had not been delivered, they couldn’t get through to the help line but would follow it up for me and call to let me know when to expect delivery.

I returned home and re-assembled the bed, then the agent in the Nottingham store called me to tell me the order had been lost and that they had to re-order and I should expect delivery early in February and to wait for a call to collect the replacement rails.

It is now the 22nd February and I have heard nothing. I find the whole handling of this issue to be completely unacceptable; having spending nearly £950 on this bed, not to mention a similar amount on a previous purchase I don't expect to be left with damaged goods. I understand that things can get damaged in transit but expect it to be put right promptly, as a company Dreams have failed miserably in this case.

I sent an email via the dreams website detailing the problem and that I required them to send replacement rails and this message has not been replied to.

I am now sending the email by registered delivery, however reading other people's experience I am not hopeful of having this problem resolved.

It seams Dreams are great with a normal delivery (I have purchased from them before with no problems) what lets them down is the customer service when something goes wrong.

Great Experience

I read these reviews after I had bought my bed (but before it had been delivered). After reading these reviews, it made me nervous about having purchased through Dreams. I guess only bad experiences are shared so I thought I'd write about mine.
I bought my bed in early January 2012 and the shop informed my of a delivery between 2-4 weeks. On the second week, Dreams called me to give me a delivery date during the week. As I couldn't make that specific date, they offered a Saturday delivery at no extra cost. They told me that the delivery guys would call between 8-9.30am to let me know the time they would be arriving. On 25 February, I received a call at 8.10am to let me know that they would be coming between 12-2pm. The Yodel guys, delivered my bed and assembled it. They were extremely polite too.
So my experience is a positive one.

Horrible

I order my frame bed on 13/11/2011 and i have been told that delivery will come on 13/12/2012. 2 days before delivery dreams calling me that they can not deliver my item faster than on 05/01/2012 i was a bit angry then that i need w8 another month for my frame bed but i accepted it. On 05/01/2012 i got my item so i try assemble my bed then i notice that footboard part is to small !!!!! I order King Size frame and they send Double Size footboard !!! So i call them and explain whole situation, they appologise me etc. So after 3 weeks delivery come in whit King Size headboard!!!!! when i clearly told them that footboard is in wrong size and i confirmed it twice ! Again i call them explain again whole situation and after 1 week they again send me King Size HEADBOARD !!! Now from 2 days i trying cancel my order what is really hard in that company as they was trying to convice me to w8 another week for correct part. Now i wait for call from company which should collect frame from me. So avoid them as there is nothing what u could say dream about it.

Never again!

I know not everyone is the same but I like being able to look around a store without being hassled. If I need advice then I will ask for it. So, despite telling a member of staff we were "just looking" when he enquired if we were okay, after a short while of leaving us alone he came to give us his advice. He was friendly and polite and admittedly not *too* intrusive but it always makes me feel pressured into buying. Anyway, I did find a mattress I liked and my mum had already seen a bedstead she wanted online so we bought both.

Delivery was scheduled for three weeks time. Delivery company telephoned a few days before to confirm and arrived on time but was unable to deliver because the mattress was extremely damaged. When asked if we could still have the bedstead the answer was no. So they took it back to the warehouse and told us to contact Dreams and tell them the situation.

Not wanting to wait a further three weeks I decided to cancel. After half an hour of being on hold with customer service and not getting through, I phoned my local branch and spoke to the man who sold us the items and told him I wanted a refund. He said he would get in touch with customer service and cancel it for me. I also sent an e-mail to them. All I've heard since is someone calling to reschedule delivery! So I've now written to them asking for a refund. If I don't hear anything within a month I will be contacting my credit card company. It's funny how they can take the money instantly but refunding it is a different matter. I doubt I will get the full amount (even though the failed delivery was through no fault of my own) but at this stage I will be happy to get anything back.

Meanwhile, all in the space of 4 days, I ordered elsewhere and received my mattress and bedstead. Dreams needs to sort out its customer service and fast. I won't be at all surprised if they go bust.

MENTAL!

Over-promised and under-delivered. Rude, aggressive delivery men who were arguing and shaking with rage. When I mentioned politely that I was advised it would be assembled upstairs, they tore down my baby gate and launched the items into my bedroom, on top on my lap top and belongings. They threw them through the air, grabbed my paperwork and slammed the door before screaming outside my house. BEYOND MENTAL. Not the sort of people you want to be stuck with in your house at 7 months pregnant. DREAMS dont give a toss!

Hope You Have Not Come Here After You Have Ordered Your bed from Dreams!

Similar to most of the reviews on here we were let down on the delivery of our bed, not once but four times. After ordering our bed in November 2011 we were told we would have it before Christmas.
* We were contacted by telephone and given a time slot on the 19th December........ Never arrived!
* We were contacted with another date of the 23rd December.
* Another phone call with a delivery date of the 24th December. When I asked what about the 23rd and which day should I wait in, I was told not to worry if I was out on the 23rd then it would be delivered on the 24th. So I waited in both days...............Never arrived
* Returned to shop after Christmas and after shop assistant phoned Dreams contact at warehouse was given a date of the 9th January............. Never arrived
* Went back to shop and manager said he would sort it out and contact me the following day, which he did to inform me the bed was not in the warehouse and they didn't know when or if it would be in. So he then cancelled my oder as instructed by me.
After numerous phone calls to try and get my money back I eventually received it...... Except for the free mattress cover which I would have to pay £29.99 for.
* Returned to shop and only £7 credited to my account, so I am still waiting for £22.99.
Obviously I made a complaint on Dreams website, to which I never received a reply. I then phoned Dreams and asked about compensation for costs incurred and failed delivery dates to which I was told that I was not being charged for cancelling my order.

Since then we went to Bensons for beds, was given a date of delivery the same day and it was delivered on the date we were given.

Sorry if you are reading this review after placing your order, hopefully you will have better luck when you order your bed from someone else.

UPDATE!
emailed the directors of Dreams and received a reply, apologising and offering to reimburse me for my expenses. They also, as a gesture of goodwill, offered me £100 of Dream’s shopping vouchers, which I accepted.
Having talked to a lot of the Dreams staff they are all worried about the adverse comments on sites like this and state that it only started with the use of Yodel. Let’s hope that these problems with delivery can be sorted out, considering that the Dreams staff have always been pleasant and professional when dealing with me.
Further Update!
I have had a call from Yodel giving me a delivery date, seven weeks after cancellation of the order. Doesn’t seem like they have got their act together yet!

Lies, Lies, Lies

Ordered my bed on the 26th of December and got told it was to come two weeks from that day which should of been the 9th of jan. The bed didn't come on this date even though we had several texts come through saying it was out for delivery shortly.
We phoned up dreams a couple of days after the date was expected and got told it should arrive in a phew weeks time. It didn't so another phone call was made. Overall we had been given 5 different dates for it come. Its now the 2/15 and we still haven't received it.
Never order for this company, they have no clue, all lies.

MIss found this review useful

NOT WORTH 1 STAR BUT NO OPTION FOR 0

Having seen an advert on the television we made a trip to Peterborough with a view to buying bed with a TV in.

DREAMS offered us a very good deal as it was their birthday weekend. After a bit of haggling we agreed on a king-size TV bed with an upgraded size of TV built in and a top of the range mattress. The total order came to over £2000. We paid in full up front and came away with an order confirmation and advise from the store that we would receive a call within 21days to advise when delivery would be. Quick delivery was key as was assembly of the bed, and we made this clear when ordering.

Once 3 weeks had passed and we had heard nothing, I double checked the confirmation to see that actually it should be 4 weeks before we would get a call so I opted to wait an additional week. Looking back this was the start of the catalogue of errors that followed. The sales team in the branch are not even aware of the standard terms and conditions.

I called the help desk after 4 weeks to be told there was no order for me. As I had the order confirmation I was able to disagree but the helpdesk said the system showed no order that matched my name, address and order number. Finally after multiple calls including to the store manager at Peterborough, it transpired that the worker in the store had in-putted our order wrong and under another customer's name. Therefore we had to start the waiting process all over again! Somebody in Bourne was linked to our order. At this point you would have thought that the DREAMS system would have been updated but no, each time I called after this point, I had to tell them the wrong name in order to get through their security. I think this is actually a data protection breach but this has never been challenged. Another customer somewhere is in receipt of our personal details and payment terms.

Finally after daily phone calls we got a delivery date of 17th December. This was weeks after the date we had agreed and we had to revise our decorating plans at home because of this. Unfortunately due to the large time gap we had to get the area decorated before the bed came, which was not in the plan, in case the delivery men scraped any paintwork whilst assembling the product.

My partner took 17th December off work and sat in all morning waiting for the delivery which had been arranged. We were told it would be between 8-11. When it got to midday and we had still not had a call from Yodel, the contracted delivery firm, I called DREAMS to be advised that there was never any intention of the delivery coming out on 17th. We had just been fobbed off to keep us quiet. Bad mistake. As a purchasing professional I am more than aware of the terms which form a contract and those which cause breach! At this point I am now very angry and call back demanding to know when the bed will come.

Finally, the following day, we get confirmation that it will arrive on 20th. Again my partner takes a day off and remains at home and AGAIN no delivery comes. I call again, and am told the bed has only just arrived at the warehouse and has to have 3 days clearing before it can be released so the delivery will now be on 23rd.

It is worth mentioning that at this point we have not had a bed since 17th as when we got confirmation of the new one coming the old bed was disposed of as we don't have room for both.

The 23rd comes and amazingly a Yodel van pulls into our drive. However the driver has been instructed to drop the bed off and leave. We had been sold assembly of the bed in a room of our choice. At this point I call DREAMS again. By this time I am on first name terms with the Head Office Senior Team. Again understanding purchasing I was able to demand who to speak to and managed to get to the right team member to be able to discuss the problems. I also got a direct dial telephone number and an e-mail address so this person was unable to avoid my calls, although they tried.

On the phone I am told that Yodel are not trained to assemble TV beds. I press them further advising that is not my problem and if Yodel are the designated contractor then they have to assemble my bed. Finally after multiple calls to Yodel and DREAMS I am told the drivers will assemble the bed. The drivers were not happy and hence did not take off their shoes, traipsed mud and grease through my house, took chunks out of our new paintwork and left rubbish strewn across my property, inside and out. They had no idea how to do this but wouldn't even follow the instructions. The broke several bits and there was a bag of bits left when they had finished.

When they had made the bed they called us upstairs to sign it off and to our amazement despite the fact the delivery note and order said brown, the bed they had delivered and assembled was YELLOW! The mattress was also not brand new and had dirty footprints all over it and had not come packed as promised but lose with no film protection.

The delivery men left and I called DREAMS again. After many conversations whereby was told time and time again it is not possible to get a yellow bed when you order brown, and after me sending photos to prove it they agreed another error had been made.

We had no choice but the keep the monstrosity as we had family arriving Christmas Eve and needed somewhere to sleep. DREAMS assured me that they would correct the error as a matter of urgency.

The swap of the wrong bed for the right bed was arranged and again time was taken off work to accommodate this. Imagine my frustration when a very rude driver in a white van arrived on his own to drop off the correct bed but not take away the old one or assemble the new one. The driver was very rude, demanded I helped him unload the van as the goods were too heavy for one person. I am not a strong person and carrying boxes in excess of 25kg caused me some discomfort. I signed the Proof of Delivery unchecked and asked for my copy. I was not given a copy and told I wasn't allowed one. (DREAMS also confirmed at a later date I was not allowed a copy of the Proof of Delivery. I don't believe this to be correct. If a customer requests a copy one should be made available.) The driver then proceeded to do a 10 point turn on my lovely lawn rather than use the paved drive before wheel spinning away from my property.

At this point I am now in possession of two complete beds but only one mattress. The replacement mattress has not yet arrived or been mentioned by Head Office for a while.

I contacted DREAMS again – I now have been on to DREAMS help desk for no less than 5 hours in total, taken 4 days off work unpaid to accept deliveries, some of which never arrived and have a lawn resembling a pig pen, walls with chunks out, cream carpet with grease stains that will not come out, a bad back from sleeping on the floor previously – not to mention the stress of the situation.

DREAMS finally advised that a fully trained team of TV bed installers would come to my house on 27th January to correct the problem. They would take away the wrong bed, carry the correct bed to our room and make it up. I agreed this would be fine but I could not be at home before 2pm as I had an important seminar to attend. This was documented and I was told I would get a call when the team were ½ hour away.

On the morning of 27th I got a call at 0730 to advise that the driver was 15 minutes away from delivering. I asked whether he was trained to make up the TV beds and he said no. He was only dropping off a bed. Had I accepted this bed I would then have had three of DREAMS products. Again I called DREAMS to be advised the system had made an error and that I should not be receiving another bed. An hour later another man called advising he was ½ hour away and he was coming to take away a bed and make a new one up. This was more like the service I was expecting yet 5 ½ hours too early. I explained to this driver and he was fantastic. The first bit of good customer service I had experienced in over 3 months from DREAMS. This driver and me agreed to bypass DREAMS and sort things our way. The driver rearranged his whole day to be able to be at my house for 2pm to carry out the plans. I cannot praise him and his assistant enough. They arrived on time, wiped their boots, laid down sheets to protect the carpet and were courteous and went above the call of duty to assist. They said my sort of story is commonplace but as most people don't understand their purchasing rights things normally never get resolved.

On numerous occasions DREAMS told me they couldn’t do anything else and would just give me a refund. As I had an order confirmation and had paid a contract had been made so there was no way I was going to accept a refund because they had clearly made more errors than made it cost effective to correct.

Finally after 3 hours of hard labour by the Yodel delivery team,who incidentally had never put a TV bed together again, the work was done. DREAMS had lied again advising a fully trained team would be at my house to carry out the work.

Finally after 3 months we now have our bed. However the springs in the design are not fit for purpose and we have had to buy our own so the TV mechanism works properly. The cable supplied with the bed is also incorrect and shorts out each time the TV rises from the foot board.

I have not advised DREAMS of these two issues, not because I don't want to, but because I genuinely believe nothing will be done.

I am still waiting for the replacement mattress. The last correspondence I have regarding the mattress is dated 12th January and say I will be in receipt of it within 2-4 weeks!

Due to constant fighting and the fact I will not go away DREAMS finally agreed to give us some compensation.

This has had to be chased 6 times before they processed it. DREAMS blamed my bank for not passing on the refund, which was not true. I called the bank and asked and they tracked back to prove that DREAMS had not requested any refund onto my card. Another lie!

The amount of compensation I have received is pitiful. When you consider we have had to cover the below:

Loss of earnings for 5 days work
Replacement paintwork and repair to skirting boards – still ongoing
Replacement and repair of churned up lawn
Cost of visiting private clinic regarding back pain caused by having no bed - ongoing
Cost of deep cleaning of carpet (which has not removed all the stains)
Cost of over 5 hours on the phone to DREAMS help desk

No doubt another day will have to be taken off work to accept delivery of the new mattress – this will I am sure be problematic as everything else has been.

I would be interested to know if anyone else has had similar experiences which they have shared with you. Looking on the internet the stories are endless – nobody seems to have had quite as much aggravation and stress and my partner and I but I wonder if this is because the average consumer gives up and takes their standard £46 compensation payment.

I have written to the Board of Directors at DREAMS but surprisingly have been ignored. I would love for this story to be covered by the press and DREAMS forced to apologise publicly for their actions and refund us for the total cost of our purchase. Even if they did this we would still be over £1500 out of pocket due to all the problems.

Needless to say I will never ever use this company again.

UPATE- got a call to say mattress way finally in and delivery date was 6th. I advised that I wasn't prepared to take any more time off work as don't believe that the delivery will actually come. I was then advised a Saturday delivery would be booked for either 3rd or 10th. I got a call yesterday saying the delivery was coming on 9th! Obviously this is not acceptable as it is not what I was told less than a week earlier.....still the left arm doesn't know what the right arm is doing! Am I surprised? No....... I await DREAMS response.

UPDATE 10.03.12
So it is now 10th! However, as I got no less than 4 conflicting delivery times from DREAMS for the delivery and collection of the mattress today (it seems its not possible to collect and deliver something at the same time nor arrange a similar time for these to happen) I decided to bow out and give up. Thursday after another call to tell me what was happening and give yet again different information I told the courier not to come - told them to cancel the delivery/collection. I also called and emailed DREAMS to advise them of the same. They assured me that despite what the courier said the collection and delivery would happen at the the same time......but what time, nobody appears to be agreeing on this. Therefore the conversation and follow up e-mail said to cancel the replacement and collection, I was fed up wasting my life waiting for them to sort this out. I breathed a sigh of relief and put the whole issue to bed.....until 0830 this morning when the DREAMS courier said "got a delivery for you"..............PLEASE AVOID THIS COMPANY IF YOU EXPECT ANY OTHER THAN NOT GETTING YOUR RIGHT PRODUCTS, POOR SERVICE AND LIES.

UPDATE 13.03.12
Once the whole thing was cancelled you would expect that to be it? No, not if its DREAMS - still getting calls from the DREAMS team telling me when my bed is coming........C A N C E L - not the most difficult word in the English Language.

To top off the whole fiasco I have just been advised by the bank that my partner's and my credit cards have been cloned and used somewhere we are not. Not accusing anyone but the only company who has both our numbers/details in the last year is this one. Simply a word of caution.

Cat, Jeanette Conley, Lee Woodman, Tracey Furness and Isabella Rock found this review useful

Avoid these people like the plague

Went into the Hull store 4/12/2011 & purchased 2 bedsteads & a mattress.They promised to deliver before Christmas.Somebody rang us on the 21/12/2011 & confirmed delivery on the 23/12/2011.It is now the 7/2/2012 & I still haven't received my purchase.Wrote to the head office about 3 weeks ago & haven't even had the decentcy of a reply.Trading standards will be my next stop as I can't see these people remaining in business much longer.

Total lack of customer service

Ordered a bed online via their website with a booked delivery date.
Now most companies send a confirmation email for reciept of your money and to confirm delivery - Dreams didn't.
So after 5 days of waiting I tried to contact 'customer services'. Kept on hold on a premium rate number for 30 mins and gave up. Tried again the next day with the same result.
Sent a message informing them of my displeasure - guess what? - no reply. Sent another threatening Trading standards involvement - again no reply.
At this point I am thinking the company has 'gone under' and I will never see my bed or money again.
Per chance, someone rang me from 'head office', apologised for the lack of response and confirmed the delivery date.
Yes the bed turned up as promised, but I still have no reciept for the money I paid!
In short, I am flabbergasted that these people are still in business!
DO YOURSELF A FAVOUR - USE ONE OF THEIR COMPETITORS

MIss found this review useful

STAY CLEAR OF DUMFRIES STORE

.bad, bad, bad! they took £100 too much from our card we had to spend a fortune in phone calls trying to get it back.Most of the time they just won't answer the phone. We were told that we would have to wait until bed was delivered then we would get our money back. Tried to cancel the bed and were told that we couldn't. When we went back to the store several weeks later a saleswoman tried to cantact their HQ but they wouldn't answer the phone the either. As we were waiting( half an hour) I looked down the shop to where the back-store doors were lying open and our original sales boy was clowning about with 2 other staff and was he running around with a black bin bag over his top with his arms tied in underneath it! When I told him it was a good job he didn't work for me cos i would sack him, he just gave me a lot of cheek. after many weeks we managed to get the bed cancelled and ALL our money bacK plus a voucher for the bad treatment we have had. DO THESE PEOPLE WANT TO WORK, THEY DON'T DESERVE ANY TRADE.TERRIBLE EXPERIENCE. PLEASE, FOR YOUR SAKE GO SOMEWHERE ELSE

I never write reviews but you MUST read mine and avoid this company at all costs!!

I pride myself to be a savvy shopper however I really screwed up big time and spent £1800 at Dreams in Burnley on 26.12.11. My husband has been scheduled in for a back operation on the 28th January 2012, so called into the store to buy a new orthopaedic bed and mattress. We explained that the operation was to take place and needed a bed that would be either in stock or guaranteed delivery before this date, we were promised faithfully by the Store Manager and Assistant and were shown 6 models that "were always in stock". I have rang the Customer Services number 11 - yes 11 times on average each calls lasts 22 minutes before they hang up on me or someone promises to ring back and nothing happens. It is now the 3rd February - nothing has turned up - husband is lying on a borrowed mattress topper, the local store have washed their hands and claim its nothing to do with them and will not help, so today I have tried to ring and cancel my order for the third time and yep you've guessed it was put on hold for 21 minutes and then disconnected without actually speaking to anyone. I have now emailed our local Trading Standards Office for advice.

If you are in the market for a bed please save your money and sanity for a company that will respect you as a customer and please please shop elsewhere.

UPDATE: Found this phone number for Dreams 01628 535353 This is a number for the Customer Excellence Team which should be cheaper to ring than the 08 number for all you out there in the same boat. Good Luck

Not even worth one star but cannot put 0

I have been fobbed off with every excuse under the sun - the bed is still being made, it is on its way to the warehouse, it is in the warehouse but we are waiting for the courier etc, but now the latest just had me in tears. After a row with someone who assured me he did not lie, the bed was in the depot and would be here this week, I heard nothing more so emailed him and got an out of office reply, spent ages on the phone to customer services waiting for a reply and was told the bed was not in stock until the week after next! I demanded a refund and was left on hold again, then was asked for card details as if I was making a purchase! I refused, stating, just refund to the card it came off and then the operator said as it was my husbands card she could not deal with me and he would have to ring - he works and cannot spend hours on his mobile to the morons. We now have no bed ( dismantled the other on the promise the new one would be here this week) and no money to buy another as we cannot get it back. Bunch of crooks!

Abysmal service

Ordered a bed and mattress 22nd November, on the condition that they would be delivered before Christmas. The sales person was very helpful and said that the stock was due in on the 9th December, so there would be no problem with that.

9th Dec Someone from Dreams rang, telling me the stock was in and delivery would be on 22 Dec
Yodel phoned a few days later and arranged a delivery time slot a few days before the 22nd. Only the mattress arrived! (20 Dec)
Yodel phoned and advised delivery of bed would be 22 Dec between 9-1pm. Waited in, at 9:15 they rang informing me of a 'warehouse problem'. They couldn't tell me when delivery would be. How come they only know about a 'warehouse problem' 15 minutes after delivery was scheduled?.
1st Jan contacted my local store, apparently they couldn't access the system until the day after but would contact me then. They contacted me and said the wrong bed had been allocated but they would sort it out.
A couple of weeks later I hadn't heard anything so went to my local store. All their records said that the bed had already been delivered to me. Apparently, when there is a 'half delivery', i.e. mattress without the bed, sometimes the box gets ticked as full delivery. The manager phoned me a day later with a new delivery date.

24 Jan. Yodel contacted me on the 24th to confirm delivery of bed for the 26th Jan a.m.
24th Jan Yodel again contacted me an hour later to confirm COLLECTION OF BED AND MATTRESS. ????

26 Jan. Surprise surprise, Yodel phoned and said they wouldn't be delivering today as they didn't have the bed.

Why oh why do Yodel ring customers to confirm delivery dates when they haven't even got the items?
Why oh why do Dreams/Yodel have absolutely no communication, they each have no clue what the other is doing.
How on earth is this Company still functioning, I can't think of any other supplier with such a poor Customer service record.

MIss found this review useful

Soon to be out of business? - poorest service ever

After purchasing an expensive bed, the delivery is an additional charge and when finally delivered the delivery guys are in too much of a hurry to take the care required. Item arrived with one missing caster, not unusual according to these reviews, when I contact the store the Manager suggested that I prop it up with a bit of wood or something until the warehouse could post out another set. After I reminded the Manager that I was the customer and that he could prop his show room version up and I would collect the item from store, he got all formal saying I should contact customer services (they take forever to answer the phone a 15 minute wait is the norm) eventually the Manager got back to me and said that he had found a caster and would drop it out to me - no apology just turned up and handed over item and walked away.
Then when putting the bed together I find that two of the headboard nuts are broken and will not accept the retaining screws. DIY job needed.
If you have the choice go elsewhere.

Sleep on the floor

Sleeping on the floor is better then ordering from this company. My daughter ordered a bed for my 22 month old Grandson. On delivery 3 of the 4 boxes where missing and customer services did not want to know. It took many, many phone calls, they never ring you back when they say they will, she eventually had to ask them to pick up the one box so she could receive a refund to buy a bed elsewhere. When they came to collect they asked for all four boxes. She then ordered him one from Kiddiecare and they were brilliant.

Will I ever wake up from this nightmare?

Like many of the customer comments, dealing with Dreams has turned out to be my worst nightmare. We purchased a double solid oak bed as a Christmas present to ourselves and when it came it was damaged (both head and footboard). They told us there was nothing that could be done until after Christmas 2011 and advised us to put together the damaged bed. On the 19th January 2012 I took time off work and waited in for the replacement footboard and headboard to come. Only the headboard arrived and the driver said he would advise the warehouse and they would contact us. Not wanting to spend 30 mins putting the damaged bed together again, we let them take the damaged footboard and slept on our mattress on the floor. That weekend a delivery was arranged for Tues 24th Jan so I took another morning off work but this time no delivery arrived. I contacted the Rochdale Branch and was told by 2 different people they would ring back and they didn't. I tried and I tried to get through to customer services but to no avail. I emailed customer services on Friday 27th January but haven't had a reply. Monday 30th January I decided to sit it out and ring customer services which took 40 mins and then I was answered by a couldn't care less attitude member of staff who informed me that there was no re-order of a footboard and this would not be available until the 1st of May!!!!!!!!!!!!!!!! At this point I exploded! I was offered 20% off an upgrade or my money back. Guess which I opted for. The only problem being that the half a bed is not being picked up until 20th Feb which means we won't get our money back until 5 days after that! Which means we have to remain on the floor until this is resolved and the money is back in our bank. Dreams, you are the most incompetent company I have ever ever dealt with, it has been a complete nightmare. Since making the mistake of walking through your door, I have shared my story and it seems I am not the only disatisfied customer you have, there are hundreds. I have now written to the head office and await their response and if I am not compensated to my satisfaction, I intend to take this much further!!!!!

NEVER AND I MEAN NEVER BUY FROM DREAMS!!!!!!

ME AND MY PARTNER PURCHASED A PROVINCE BED FRAME PLUS A DREAMS £460 POUND MEMORY FOAM MATTRESS FROM DREAMS IN MAY 2009 PLUS SOME PILLOWS PLUS A GOOSE FEATHERED DUVET AT A COST OF £1000 APPROX, WE ALSO GOT TALKED INTO GETTING EXTRA COVER (GUARANTEE) FOR THE BED AND MATTRESS AT AN ADDITIONAL COST OF £40, THIS WE THOUGHT WAS WISE AS THINGS DON'T ALWAYS GO WRONG WITH BEDS IN THE FIRST FEW MONTHS DO THEY?. ANYWAY THE FIRST THING I NOTICED SOME TIME AGO WAS THAT THE STAYS UNDER THE BED WERE BENT ONLY AT FIRST I THOUGHT THEY MIGHT BE ON A PIVOT SO NEVER REALLY THOUGHT TO CHECK UP CLOSE, NOW ONLY REALIZED WHEN THE DELIVERY MEN PUT THE BED UP THEY HAVE DRAGGED IT INTO POSITION RATHER THEN LIFTED IT INTO POSITION CAUSING THE DAMAGE. BUT WORST OF ALL WAS THE MATTRESS WITH ITS SUPPOSED 10 YEAR WARRANTY WAS BADLY DIPPED IN THE MIDDLE OF THE BED WITH ALL THE SPRINGS PUSHING OUT THE SIDE, EVEN CAUSING A TEAR DOWN ONE SIDE. SO I PHONED DREAMS TO SORT THIS OUT. THIS IS WERE THE FUN REALLY BEGINS!!!

1. WAITED 45 MINUTES IN TOTAL TO GET THROUGH TO SOMEBODY (IN FAIRNESS ONCE I DID AN INDEPENDENT INSPECTOR WAS ARRANGES TO CALL TO MY HOUSE THE FOLLOWING THURSDAY) VERY POOR!

2. COME THE THURSDAY OF THE INSPECTION A NICE MAN CALLED GARY DID HIS THING EVEN SAYING THAT IT WAS RATHER BAD THIS HAS HAPPENED ALTHOUGH COULDN'T SAY WHAT POSITION DREAMS WOULD TAKE BUT DID SAY WITH THE WARRANTY WE HAD ON THE BED HE DIDN'T SEE A REASON WHY IT WOULDN'T BE REPLACED. HE THEN HAD ME SIGN A REPAIR AND EVALUATION SHEET TO SAY HE HAD REPAIRED THE BED FRAME PLUS IT ALSO STATED THE PROBLEM WITH THE MATTRESS WITH THE WORDS NEEDS REPLACING!!

3. THE FOLLOWING WEEK I HAD HEARD NOTHING SO I DECIDED TO CALL MYSELF AND GUESS WHAT WAITED 20 MINUTES BEFORE SOMEONE ANSWERED I GAVE THEM MY REFERENCE NUMBER AND LOW AND BEHOLD I WAS PUT ON HOLD FOR ANOTHER 12 MINUTES BEFORE I GOT THE RESULT OF THE INSPECTION AND GUESS WHAT? SHOCK HORROR THEY BLAMED ME AND MY PARTNER FOR THE DAMAGE STATING NORMAL WEAR
AND TEAR A MATTRESS WITH A 10 YEAR WARRANTY DIES ON US AFTER 2 AND A HALF YEARS AND ITS NORMAL FOR THE SPRINGS TO RIP THROUGH THE BED IS IT! I DON'T THINK I ASKED TO SPEAK TO THE FLOOR MANAGER WHICH I DID AFTER A FURTHER 10 MINUTE WAIT ON THE PHONE THIS CHAP WAS VERY IGNORANT AND NEVER ONCE LET ME TALK WITHOUT TALKING OVER ME HE WAS JUST A ROBOT REPEATING HIMSELF OVER AND OVER IT ALL SOUNDED GENERIC AND I GET THE FEELING IF YOU HAVE A SPRING PROBLEM WITH YOU'RE MATTRESS AND ITS NOT IN THE FIRST FEW WEEKS EXTENDED WARRANTY OR NOT THAT WILL BE THE STOCK ANSWER YOU GET OFF THIS LOT. WHEN I ASKED HIM WHERE HE GOT THIS RESULT FROM HE SAID THE INSPECTORS REPORT BUT THE REPORT I READ WAS SIDING WITH ME SO WHEN I ASKED FOR A COPY OF THE REPORT THEY SAID THEY DIDN'T HAVE THAT REPORT BUT ANOTHER REPORT FROM HIM! THIS SOUNDED FISHY TO ME SO I ASKED FOR THE COMPANY NUMBER OF THE INSPECTOR HAS THIS FLOOR MANAGER FROM DREAMS SAID HE COULD NOT SEND THE REPORT BUT THE INSPECTOR COULD.

4. I THEN PHONED THE COMPANY THE INSPECTOR WAS FROM, EXPLAINED MY DILEMMA ONLY TO BE TOLD THAT ITS DREAMS WHO SHOULD SEND YOU THE REPORTS!! SOME IS LYING AND I AM INCLINED TO BELIEVE ITS DREAMS.

5. I DECIDED TO CALL THE DREAMS HEAD OFFICE IN HIGH WYCOMBE, ASKED TO SPEAK TO HEAD OF COMPLAINTS, ANOTHER 20 MINUTE WAIT! I EVENTUALLY GET THROUGH TO THE LADY WHO DEALS WITH ALL THE INSPECTORS REPORTS AND ASKED HER HAS TO WHY THIS IS OUR FAULT AND NOT A MANUFACTURING FAULT AND I WANTED A TECHNICAL EXPLANATION TO PROVE THIS, HER REPLY.....WELL THE INSPECTOR IS A PROFESSIONAL, SO MY REPLY WAS NO I DIDN'T ASK FOR HIS CREDENTIALS I ASKED FOR YOUR PROOF THAT THIS IS MY FAULT SO HER REPLY WAS, WELL THE SPRINGS ARE NOT STICKING OUT ENOUGH AND THEY HAVE ONLY CAUSED THE ONE TEAR IN THE BED WHICH CONSTITUTES NORMAL WEAR AND TEAR. I WAS AMAZED AT THIS SO CALLED TECHNICAL ANSWER! I THEN ASKED WHY PUT A 10 YEAR WARRANTY ON A MATTRESS AND CHARGE US £40 FOR EXTRA COVER IF THE MATTRESS WILL ONLY EVER LAST NO MORE THEN 2 YEARS? I ALSO ASKED IF THIS WAS A PROBLEM SHE ENCOUNTERED BEFORE TO WHICH SHE SAID YES, I THEN ASKED HOW MANY DID YOU PASS AS A FAULT OF YOUR OWN WHEN THE MATTRESS WAS OVER 2 YEARS OLD? SHE SAID LOTS, I SOMEHOW DON'T BELIEVE HER. THE CALLED FINISHED WITH THE COMPLAINT OF THERE FLOOR MANAGER FROM THE PREVIOUS LONG WINDED CALL. WHICH I DOUBT WILL BE DEALT WITH.

THAT'S WHERE WE STAND AT THIS MOMENT, HOWEVER I AM GETTING A CALL FROM THE INSPECTOR IN THE NEXT DAY OR SO AND I AM GOING TO BE ASKING IF HE REALLY DID SEND CONFLICTING REPORTS TO DREAMS BECAUSE I THINK NOT. I HAVE ALSO ASKED FOR BOTH COPIES OF THE REPORT, THE ONE I SIGNED AND THIS MYSTERY DREAMS ONE! I AM ON TO TRADING STANDARDS ABOUT THE ISSUE AS WELL SO WILL BE INTERESTING TO SEE WHAT THEY SAY.

CONCLUSION... DREAMS LOVE TO TAKE YOUR MONEY BUT HATE LISTENING TO A COMPLAINT. AND THIS CONCLUSION IS HEAVILY BACKED BY VIRTUALLY EVERY REVIEW ON THE WEB, SO ITS NOT REALLY A CONCLUSION BUT MORE OF A FACT!!!

Lack of Customer Service

Ordered a bed at beginning of January. No information about delivery. Website doesn't work for delivery information. Customer services dont answer the phone for 20 minutes then you are automatically cut off. An absolute shambles!!!

Dreams -- What a crap company

no reply from Dreams customer service and still not getting full refund after 2 and 1/2 month

Worst comapny i have ever dealt with

After placing order in Early November and having early December delivery date confirmed i was called by the delivery company saying the goods were not sent to their depot, needless to say trying to get answers and making new arrangements was extremely difficult. 1 of the beds arrived- broken! The other beds i was told would follow soon- they didnt, numerous phone calls followed with no sucess, email complaint not answered. I cancelled the order but they insist you wait for someone to call you to make refund which of course they didnt. Thankfully i found this forum and the name of the boss,i emailed him direct and wouldnt you know i had a phone call within an hour making refund arrangements, why did it have to be so difficult!

MIss found this review useful

Disgraceful, more than 2 months and still waiting!!!

STAY away, promised delivery within 28 days, more than 2 months later still no sign of either bed, just a letter saying that they will be late (sent after 6 weeks)...

Worst of all, took ALL of the money upfront, who the hell do they think they are, hope they go bust, a retailer that the British high street would be better off without!!

MIss found this review useful

Lost the bed 1 day before dleivery?

Poor customer service - bed ordered 5th Dec 2011


Bed ordered from Dreams 5th Dec 2011, bed ordered was electrical bed as my father is disabled and has arthritis in his back.
He is 76 and my mother 71.
He paid £1010.70 on the 5th Dec 2011 and the shop (Broadway, Oldham) was very reassuring that delivery could be made so that my parents would be ready (as it takes my father some time to surface these days) and to arrange for the old bed to be dismantled.
11th Jan my father was take in to hospital after suffering from chest pains. At 0730hrs on Thursday 12th Jan my mother was awoken by the delivery men trying to delivery the beds.
No call to arrange, no pre-call to advise of the delivery and no respect of the request that a Monday only visit was required as that was the only day my parents could arrange assistance to dismantle the old bed.
On calling the shop assistant,Ann advised my mother Dreams do not deal with the deliveries and she would have to call the delivery company.
The delivery company wouldn't answer the phone and so on calling dreams back Ann had the situation explained and she eventually agreed to help.
Ann called back late Thursday to advise if the delivery company did not call her then call back Friday and Ian would resolve the situation.
No call from the delivery company, so another call to dreams and shop assistant Ian said he would resolve and call back.
14th Jan - Saturday morning still no call, on calling Ian on Saturday he said the company should have called and that he had forgot to call back to advise.
My mother called the delivery company and they advised they only deliver Thursdays to that area and the next available slot is 26th Jan 2012.
Why do Dreams take customer money and then not take responsibility for service?
Why do dreams promise everything in the shop knowing the promises cannot be delivered?
Why promise to call back and then not?
Why do the delivery company honour to call ahead of any delivery and then just turn up at 0730 in the morning unannounced and unhelpful?

On complaining to Nick Worthington the Chief Executive the following reply received.
Dear Mr Maguire

Thank you for your recent email to Nick Worthington, our Chief Executive, he has asked that I respond on his behalf, however please be assured that he is aware of the issues that you have raised.

I am sorry for the issues your parents have experienced with their order. Please accept my sincerest apologies for any distress and disruption that has been caused.

We have recently made some changes to our delivery procedures and unfortunately are experiencing some teething problems with some of the new delivery teams whereby no timeslot calls are made, but we would always expect contact to have been made aware of the delivery date prior to a delivery taking place and this date should be agreed by the customer. I really am very sorry that his was not the case with your parents order.

This is being addressed directly with the Warehouse Manager as it is unacceptable to have such a breakdown in communication. When something goes wrong we will always endeavour to keep all parties informed of this as early as possible so that we are able to action the appropriate fix to the situation and that you are able to make alternative arrangements if needed.

I have checked with our warehouse and I have been advised that the 26th is the next available delivery date. We only delivery to your parent's area on Thursday and unfortunately this Thursday is already fully booked. We will do everything possible to ensure that your parents receive a call with their timeslot prior to the delivery.

I also want to take this opportunity to personally apologise for the poor communication and customer service that you have received from Dreams. As you say this was an unacceptable standard of service to provide you with and I can assure you it was never our intention to cause you any upset or distress. Please also be assured that the details of your letter have been passed to the relevant personnel within the company and I am confident that any action deemed necessary will be taken in order to ensure that your experience remains an isolated one.

Given your parents experience and circumstances I certainly feel that a gesture of good will would be appropriate and as such would like to offer a refund of £100. If you would like to accept this offer please let me know by return or by calling the number below.

Once again please accept my sincerest apologises and thank you for taking the time to write to us. If there is anything further that I can do, please let me know.

Kind regards

Melanie Nash
Customer Service Executive
Dreams Plc

Tel: 0844 292 0000
Fax: 01628 555939
Email: customerservices@dreams.co.uk
www.dreams.co.uk

On speaking to Melanie nash she advised she would take the matter up and call me back on Tues 24th Jan 2012.
On Tuesday morning my father was rushed in to an emergency operation with doctors saying chances were 50:50
No call from Dreams
25th Jan Wed called melanie to which she advised the bed had been lost and we would have to re-order the bed

MIss found this review useful

More Like Nightmares

Paid £700 for Manhatten bed and Mattress .Bed delivered Monday 16th Jan .
1 Box missing.
2calls to customer services.
1) Tues Oh yeah thats odd ill put in a parts rec for you .You should have the spares by end of Week
2)Friday . Ooo we have no record of that conversation and i can book out anything as our computers are down.Call again Monday
1 visit into Store
Sunday. Leave it with me ill try sort out and call you Monday
No call by 5pm Monday so called Dreams Leeds
Ooo nothing we can do hope its there by end of week if not call customer services again!!!!!!!

WE HAVE NO BED...WE ARE SLEEPING ON A MATTRESS ON THE FLOOR!!! No Service , Take your money then leave you with no service at all....

MIss found this review useful

NEVER EVER USE THIS COMPANY

Absolutely disgraceful! The worst customer service I have ever encountered! You will be lucky if you ever receive your bed at all! If you have a problem you can not contact anyone about it or even talk to a manager. You will be promised delivery dates that can not be met and you will be continuously lied to. Avoid at all costs.

Don't go there! Honesty is not their best policy!

I purchased a Sleepeazee bed from Dreams in Banbury in October 2007. This was no cheap bed it was £650. To my knowledge it carried a five year guarentee. Unfortunately we had lost the receipt. In June of last year I noticed that the mattress was saging in my husbands side, but unfortunately we had been managing a family crisis which went on for some time, so I did not act on it. In December my husband began to complain of increased back pain; he is registered disabled. On examining the mattress I found that the pocket springs had appeared to collapse. I went to Dreams who initially were helpful in supplying a copy of our original receipt, and I was told by the manager that they would probably send someone out to examine the mattress, but that he would have to contact custemer services first.

He subsequently informed us that if we had a five year guarentee we would have purchased that and that they had no record of this. I have been told since by several companies that all mattresses of this standard would have automatically come with a five year gaurentee. I was further informed that I could if I wished employ a company to look at the mattress, and if they deemed that it was faulty, Dreams would then refund the cost of the assessment and relace the mattress. I also contacted Sleepeazee who initially were helpful, but then subsequently when asked for confirmation of the guarentee, informed me that their loyalty lay with Dreams and that they can not give me any further information( I have this on an email and will also post this in a review of Sleepeazee). I am disgusted with there obvious lack of retail ethics! Do yourself a favour, do not touch either of these companies with a barge pole!!!

Worst experience ever!

I ordered my children the Colorado bunk beds on the 25th November to be collected from our nearby store. I was told 2-4 weeks for delivery, which i was fine with as it meant they would be here by the 23rd December in time for Christmas. However after 6 weeks we had still not heard anything from Dreams as to when we could collect the items so we called in store, we were then informed that they had been awaiting stock until the 21st December. The staff in store couldn't believe i hadn't received one from that shipment so told me they were to look into it and get back to me asap. After another week i still hadn't heard back so we called in store once again to be told customer services had in formed them that they were going to get in touch with me and give me a collection date, as i hadn't heard from them the saleswoman said she would deal with it and ring me back herself. I received a phone call that evening from her explaining they were once again awaiting stock, however this time it would be MARCH! before i could collect my goods, which meant my 2-4 week waiting period had changed to 4 months! She said there were a few options they could offer myself which were, 1. Wait until March, which she refused to accept on my behalf, 2, They could offer me a more expensive bed with 20% off, again she refused stating i wouldn't spend more money with them, and finally 3, I could have the display model from store, which i accepted on the grounds that as its a display model and its been double they original waiting period i wanted compensating,i was told a supervisor would have to deal with me about that as she didn't have the clearance to agree to it. Her supervisor rang me the next day to offer me a £20 in store voucher, I refused as my children have been sleeping on the floor on matresses for weeks now and the service i've received is far from satisfactory and a voucher to spend in store just isn't good enough, i have heard nothing from them since. I am going this afternoon to try and sort it out if still no joy im just going to have to cancel and look elsewhere. my advise is to steer clear, i would hate to think of the trouble we'd have if awaiting delivery to our home.

Becca Louise Greensmith found this review useful

Great In Store Service

My experience with Dreams did not go completely smoothly, however overall I would have to say I am very happy and that they deal with all issues to my satisfaction.
It looks like they were having computer issues prior to Christmas 2011, which is why so many people had such a bad experience, so in my mind that is understandable, but not excusable.
I used the Livingston store to purchase a new mattress. The entire sales staff were extremely helpful (even offered me a cup of tea), I dealt with a few different people as I returned to the store a couple of times to be absolutely sure of my choice. I was pleased to note that the staff ensured that whoever I dealt with knew what I had been looking at and so I did not have to explain my requirements from scratch each time. The staff were very knowledgeable, polite, in no way pushy towards a sale (or a sale of any particular product) and willing to give me the time and space to make a decision whilst also being on hand to offer advice. The in store staff would definitely deserve 5+ stars.
As far as the shop itself, I would say that although they have a lot of mattresses to chose from, the actual number of different brands was quite low, but they do have Tempur mattresses which is a major plus point.
Upon purchase I was given a delivery date of Monday the next week (it was Thursday when I placed the order). I should say I was given the option to change the date. I know turnaround isn't always that quick, but I was very pleased.
On Friday I phoned Barnados to arrange collection of my old mattress, however they decided they didnt want it any more. So I went into store and arranged for their recycling service to be added to the order. That was done easily enough.
So on Monday I got a phone call from Dreams customer care to arrange a deliver date. This is where my trust in Dreams wavered. The customer adviser was abrupt to the point of being rude and flatly blamed the fact that my delivery had not happened on the store and offered no kind of apology. I was offered a delivery date several weeks later.
Clearly I was not happy about this (having of course had to take a day off work to not get my delivery), however the branch staff had said to phone them if there were any problems. So I did. They were suitably apologetic and were able to give me a delivery of Thursday (3 days later). They also phoned Yodel for me on the Wednesday to find out if the delivery would be morning or afternoon so I didnt have to take the whole day off work (that was them getting the info for me, not me asking them to get it).
On Thursday morning the delivery driver phoned me to give a 2 hour delivery slot and duly arrived within that window.
The delivery men were polite and efficient and carried my old mattress downstairs and placed the new mattress for me. They also pointed out that there were a few marks on the mattress when they unwrapped it!! The packaging was sound so the marks must have come from the factory. They offered allow me to refuse delivery at that point, or said I could phone Dreams to discuss.
I decided to keep the mattress as the marks weren't too bad and duly phoned the customer services. I was offered to either have the mattress replaced or be given compensation which seemed fair enough to me. Obviously the marks should not have been there in the first place, but I feel the remedial action was sufficient.
So in summary the Livingston branch staff were excellent, the telephone customer services not so good, but overall I would be happy to recommend Dreams

appauling - stay well clear !!!!

unfortunately I cant select a minus star level !
The worst company I have ever had the misfortune to deal with. Stay well clear ! Their customer service department is non existent ! The only way I could speak to someone (other than a salesman, surprise, surprise) was to call head office and force a receptionist to put me through to a manager. They took money from me for a product that they didnt have and after 3 weeks Im still waiting for a refund.

Becca Louise Greensmith found this review useful

Poor communication and customer service. Good product

The bed itself, when it got here, sorry when it was dumped here on my doorstep, was actually very good. Having to deal with the company though, from start until unannounced arrival has been like pulling teeth. Absolutely non-existant service, all the staff seem to be affronted at your intention to shop with them.

at last a delivery

Out of the blue i finally had delivery after waiting since 21st Nov 2011 for an order of a mattress....
So comment now closed and will not be repeated as i will shop elsewhere in future...

I just looked at this company again for the first time since last January. I am amazed to find that so many people are having the same old issues i had between Nov 2011 and Jan 2012. How is this company still getting customers and still trading??? With so many similar experiences with Dreams i would have thought the fair trading people would have intervened to force them not to lie on delivery and availability of product offered for sale. Surely the list of potential customers will decline enough for them to go out of business soon. We can hope.

Customer Services Non-Existent

We want to exercise our rights under the Comfort Guarantee exchange policy Dreams offer. However, how can we do this when we can't get through on the phone (0844 number). Been trying to call for 2 days now and no joy, it's costing me a fortune. All I want is to be able to talk to somebody to explain it. The staff at Oldbury shop were helpful, but appalled at lack of phone service. Feel quite helpless !

Nightmare JUST A Nightmare

my disabled mum got a Adjustable bed she had for 2 weeks then it went wrong so i went the to shop and thay said i had to ring the call center i was on the phone for 55 minutes on the 0844 .. them i speak to some one thay said some one come out on the friday the 15.10.11 noone came so i calld back on the monday again on the 0844 after 35 min i speak the someone and again thay said friday sameone did come and said we would get a call in a week so 4 weeks later i calld them thay said it would be pick up on monday the 12.12.11 thay did come so back on the phone then tha said 4.1.12 and yes that right noone came and that said today 9.1.12 no the bed still here in me mean time mum as the sleep on a slant with pillow ecta sliping of the bed

KEEP A WAY FROM DREAMS

Becca Louise Greensmith found this review useful

Disgraceful.

After 9 weeks, still no delivery.
Ive lost an entire weeks pay, taken 6 days off work for all these delivery dates which yet none have been sucessful.
Mattress was due tomorrow, just received a phone call from Yodel to tell me my bed will not be arriving tomorrow as agreed.
You should look into having a different handling agent considering theyve lost my mattress, TWICE.

I am DISGUSTED with this company.
I think it's time WatchDog were in informed of your incapabilites.

Becca Louise Greensmith found this review useful