Having spent £2000 on a new bed, it was delivered with minor damage. Despite three visits, where the wrong part was brought each time and numerous follow up calls it remains damaged to this day, with no sign of any action from Dreams at all.
In addition to that, the first mattress failed within weeks. We replaced it using the change of mind scheme (it failed very quickly!) without issue. When that second (different) mattress failed again within a few months we contacted Dreams to arrange a replacement. A representative came out to inspect the mattress and declared it faulty. We were then told to go and select a new one which we did this time under the 10 year guarantee as it was outside the change of mind time frame. We had of course had to take time off work for the inspection and drive miles to the nearest store to choose a replacement.
We were then informed that with this replacement mattress, the 10 year guarantee was no longer valid and to have the new replacement mattress covered we would have to spend £55 to purchase a new guarantee!
So when products fail and are not fit for purpose, they then expect the customer to pay them more money to retain the same level of cover that was given with the original order, in my case less than 18 months ago.
Despite complaining via email to customer services and then over the phone I was met with indifference, inflexibility and a "those are the rules, tough" attitude at every stage. I was refused to be put in contact with a manager or given any contact details to where I could complain in writing. Apparently there isn't anybody in the whole company that is empowered and/or willing to consider funding that £55 guarantee for a customer that is very unhappy and has been let down by two shoddy, faulty products they have provided.
I would NEVER buy from Dreams again, and I urge you not to either. I have never encountered such blatant disregard for a customer's issues or complaints. Horrible company, shoddy products and not one shred of evidence that they give two hoots about their customers once they have your money. I hope they go bust.
EDITED TO ADD: By the way this, from the reply below "a manager has been assigned and has attempted to contact you" is not true. 24 hours on and no call or email from anyone at Dreams regarding this complaint. Maybe it is actually correct that there aren't any managers there as the call centre claimed when I asked to speak to one.
EDITED TO ADD: 48 hours......still nothing.
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