I well knew about Dream's reputation but hoped to be lucky. We bought 2 beds and a zip link mattress back in May along with 2 beds, delivery was not as told but as we just moved into our new house and working on the rooms so were not in any hurry and let it slide. A month after sleeping on the mattress I found my side of the zip and link mattress is not even in height as I felt tilted lay flat on the mattress alone. We checked the mattress ourselves and found that one side of my mattress is 2cm higher than the other, hence the tilting and sliding. According to National Bed Federation which Dreams also goes by, the tolerance in height should be +-1cm or 10% or whichever is lower. We called Dreams and they hired a company called HomeServe to do the inspection. Despite the fact that my husband had explained to him the problem is with one of the linked mattresses, he just took measurement of the dipping in the middle (3cm) and called it "natural dipping", "fit for purpose and working according to specification", and Dreams sent me a letter stating they will not proceed further based on their finding. And if we like a 2nd inspection we'd have to pay or go to Furniture Ombudsman at our own cost as well. I have refused to accept this and demand further action.
I'm starting to regret buying from Dreams and it is starting to turn into Nightmare, having said that I have to say the people on the call so far were polite, although one of them mistakenly told me call HomeServe, when I did, they refused to give me the inspection report and told me to go to Dreams. I felt like I was being kicked around. But the second lad on the phone from Dreams send me the report right away by email and gave me contact of customer care in their head office.
This is still on going and I hope this will be solves without much more stress, but I might be dreaming....
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