So after having to deal with a very rude staff member was finally able to talk to someone who listened to me. Took a while to get there but have now had a satisfactory resolution.
Thank you DREAMS for finally understanding my concerns. I now do not have such a bad opinion of your company.
I ordered a bed in a Dreams store on a Sunday but later decided I wanted to cancel the order. Checking the terms & conditions I was shocked to find you only get 24 hours to cancel otherwise they charge you 20%. That's £400 on a £2000 bed. So I rushed back to the shop on Monday morning to get the order cancelled and refunded.
I was then even more shocked to be told the shop cannot / will not do any refunds. I will have to contact their customer service hotline. I did that and was told they also cannot refund my order as it was too expensive and a director has to authorise it first.
I've been calling for 5 days now and still no refund. Dreams, if you are reading this, I want my 2 grand back you bunch of crooks.
I so wish i had read these reviews before my purchase. I ordered a new bed approx £1600. Arranged date of delivery. 3 days before delivery a phone call from head office to me asking to arrange date for delivery. Many phone calls later i was informed it was back on for my original date. 30 minutes later they called me again to arrange date for delivery. Unbelievable. Was then advised delivery was unavailable until 1 month later. So i cancelled. And how difficult is that? 7-10 days to process? I proceeded into the Dreams store, and made quite a scene, where i was taken aside by a divisional manager. Refund processed immediately but am still waiting for money 7 days later). The divisional manager advised me he was in store because of staffing difficulties (Dreams Milton Keynes). I think it's company difficulties, and if they carry on like this i would expect them to be next in line for going bust.
I conclude i have been lied to numerous times, never recieved such piss poor after service and as previously reviewed they are quick enough to take your money but after, what an absolute NIGHTMARE. DO NOT BUY FROM DREAMS.
I ordered a basic single bed for my 6 year old son from Dreams (foolishly not checking this site first), thinking it would be the quick and easy option. After all, all they do is sell beds right? So they must stock lots of beds. Er, no. Initially promised a call within a 28 day period to tell us when we can expect delivery. A month later, no call, check order status online: "Awaiting stock". The 'UK's biggest bed retailer' don't stock even one basic single bed apparently! They don't mind taking your cash immediately though, I noticed. It took me several attempts to even get through to the call centre (don't even think about using their online contact form, you will not get a response), wait times of 20 minutes plus every time and a very bad line. When I finally got through the agent was helpful enough, the order has indeed been cancelled but still no refund over a week (!) later. Faced with yet another series of waits on their customer services line..... seriously shoddy service. AVOID!!
Do not buy from this company. They promise the earth and deliver zero.
The beds are cheaply made and marked up to 5 times their value and then reduced by half. Which means you are still paying twice as much as you should. Then when you have an issue you are told by the store that you purchased it from that you need to call a premium rate number. Which then you are in a qeue to be answered. ( 13 minutes was my qiuckest answer) after 28 phone calls. And then you are always treated so badly. The tele staff are rude and have no idea how to deal with you. You then face the problem of being promised a call back when a manager is free. Which you wait 9 days for. I have been in dispute with this company for 12 weeks.This company should not even be allowed to trade. Even the delivery staff who collected 2 faulty beds from me informed me that dreams have been bought out and there quality has gone dramatically down hill as all they want to do is buy cheap and sell expensive. I wish i had read reviews before i even walked through their door. Just google any reviews on dreams and tell me if all the unhappy customers can be that wrong the answer is no. STAY AWAY OR YOU WILL REGRET IT.LIKE THOUSANDS OF OTHERS HAVE I PROMISE
Do not order from here i ordered a bed and was told it would be about 2 months for delivery, they called me 2 months after to arrange delivery... the day came, no one turned up, they said it would be between 10-2, nothing, no phone call, i saw the reviews on here whilst i was waiting and though oh great** customer services did nothing to help, Yodel are the company who they use.... worst company and customer service i have ever had to deal with!!!!! GO SOMEWHERE ELSE!!! the man at preston store was ignorant and rude .. i am going to contact watch dog and the paper!
This company is very quick to take your money, but will not rectify the problems they cause. Ordered nearly a month ago - they messed up the delivery day, then delivered the wrong size the week later. I have spent HOURS over the course of 2 weeks chasing up this mess. Their customer services team promise you the world, but say anything to get you off the phone. Still waiting on a 'priority' callback 3 days on. Dreams truly is the company from hell.
By the way, don't pay for the experience - call 01628 533887 instead of their pay number.
My wife and I ordered a bed for around £1,000, which was supposed to be delivered 3 weeks from the day of purchase, which is fine. Come the day of delivery, we waited and waited, until I phone customer services and was told that the delivery staff never pick up their phone, so we don't know when the bed will be delivered... around 1pm, I received another call stating that the delivery would be around 6pm. Then an hour later, I was phoned again and told that there was no stock on my items, and I would have to re-arrange delivery. So... I phoned customer services again, to re-arrange the delivery, which would now be 5 weeks time, totally 8 weeks from purchase. This wasn't good enough, so I told them I wanted to cancel the order. The "cancellation team" apparently doesn't call for another 7 days, in which they will then organise the return of payment. To be honest, I would recommend not using this company, they are shoddy, the Customer Services aren't interested, and they can't organise anything... crap, totally crap. Will not be using them again, ever, and will be recommending anybody who will listen to not use them either.
Order number: 164A000014
I strongly recommend that you avoid purchasing a bed with Dreams. I spent nearly £1,500 on a bed with Dreams in January. Eventually they arranged a delivery date for early April (yes that long) and I arranged a day off work to receive the bed. As part of the order we paid £39.99 for a bed recycle that meant I had to take apart my old wooden frame bed for them to collect. As the day went on I thought I had better chase Dreams on a time for the delivery. On making this call, we found out that Dreams had cancelled our delivery without informing us, and that the bed would not be in stock again until May. The old bed that had been taken apart was not in state to repair, so we just had an old mattress on the floor to sleep on.
I have a 7 month pregnant partner who was in a situation where we have to sleep on the floor for the final 2 months of the pregnancy. I have had to purchase a 2nd hand bed and pay a van to deliver, at my own expense. Dreams, aware of the fact they are leaving a 7 month pregnant women to sleep on the floor, have been no help whatsoever, have not made any attempt to explain the reason for the cancelled delivery (without forceful prompting from me), or to explain why we have had to wait nearly half a year for a delivery. 2 weeks ago I cancelled my order with Dreams and demanded a full refund (phone and email) and was told someone would get back to me on the matter to arrange the refund. I just contacted Dreams again, and they have not even updated my details to say the order is cancelled, so are expecting to deliver the bed in May.
So far I have paid nearly £1,500 for a bed I haven’t received and nearly £400 for a 2nd hand bed and delivery to cover the inconvenience. I also lost a day of holiday for the trouble (a day I could have spent with my new born baby). Dreams offered my £180 of vouchers in compensation. When I laughed at the thought of ever spending money with them again, they offered £250 cash, but given the stress they have caused both me and my partner, I don’t feel they deserve any sale from me.
This company have proven to be completely unreliable, unhelpful and uncooperative from day 1. Please avoid at all costs.
I was given a faulty matress that collapsed in on itself, rang dreams for a replacement, they sent someone out to asses it and he said yes it was definately faulty. Rang dreams to get a replacement ... after well over 2 HOURS on hold i got through and orderd for them to bring a replacement matress and paid an extra £40 for a better matress as the Iris was so flimsy! they came to deliver the new one and i was expecting to have to dispose of the old one myself but they said they had to take it. They went to pick up the old broken matress n there is a tiny brown stain from where i spilt a cup of tea but it is very faded as id put vanish etc on it when the spill happened, the rest of the matress is in imaculate condition but they refused to take it because of this stain and left without giving me my replacement! I called up and arranged for them to deliver it again and id have a better go at cleaning it, the materss is pretty much spotless just a darker shade of white where the stain used to be yet they refused to take it again and wouldnt leave my new matress again!!! Im fumeing! 1. thats two days taken off work for them to deliver and still no new matress... 2. why does the matress have to be stain free if its faulty and going to desposed of anyway?! 3. a stain dosent cause a matress to collapse in on itself so the matress is faulty with or without any stains and the matress is going to be disposed of anyway, its not like they are going to re sell a broken matress but to be honest i wouldnt put it past them now!! Dreams is a joke! Dreams's customer service is a joke! Ive had 3 beds from them now but after this will definately never get another from them! I will try and clean the matress again tonight then get them to deliver the new one again and again and again untill they give me my new fucking matress!! Ive paid extra money and theyve left me with a broken matress and no replacement for over 4 weeks now even though ive paid extra money for a better one, taken two days off for delivery and used half a bottle of vanish and other cleaning products trying to get a stain out of an old broken matress that is going in the bin anyway! And still no replacement. NEVER BUY FROM DREAMS!!!! They have no care for their customers once they have the money out of you.
Bought a bed two weeks in advance when moving and bed was due for delivery a week before I moved so I put it back until the day I moved in. The bed was supposed to be delivered before 4o/c. Well 4o/c came and went and I called dreams, they said the bed is out of stock and could be another month before it was in.They sad the bed was out of stock when we bought it and they don't know why the transaction went through. Dreams said they had tried to call but we had given them the wrong number with one too many digits on it. I looked at my dreams paperwork and checked that i had given them the number. I HAD given them the right number, they had mistaken the pre printed bracket on their forms as a number 1. Well we argued and argued until dreams finally got the bed to us two weeks late and gave us a cheque for £500. It pays to complain and make sure you write to head office or they will just palm you off with petty offers. Demand good service and you will get it. Well done in the end dreams.
I ordered wardrobes and internal drawers from dreams . The wardrobes came but the alona internal drawers did not. They promised a delivery in september gave me a date they never showed no phone to say they where not coming just left. Rang held on for about 25mins asked to speak to manager they said would call back ..No Call..Rang again they gave another date they never showed again still no call. Rang again went to shop in New Malden manager chased rang me back and said will call me again on the monday never did..I got through to warehouse the where fantastic they reordered the drawers rang back and they where delivered when they said they would. The furniture is really nice but the service from the company is appalling. Customers service is not helpful and will not put you throw to a manager. A guy called David promised he would pass message on to a manager I never got call.......2 weeks after delivery customer sv rang
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