Written on: 09/04/2013 by rrob123 (1 review written)
I felt the need to write a review about dreams as they seem to get such bad press. For me personally they have been wonderful.
My story is probably a bit unusual. I have health and joint problems and so the right mattress is crucial. Originally I bought a memory foam in store at Orpington. Truly lovely staff and the memory foam fitted my budget. However, the grade was too firm for me and it wasnt comfortable. I went back into the store after 30 nights and they couldnt have been nicer and told me not to apologise......I plumped for a much softer mattress with no memory foam.......the staff told me that if this didnt suit either I could exchange again.
This mattress was really soft and comfy but didnt upport my spine enough...I didnt want to change it yet again and so the 40 nights elapsed by a few days. I rang my local store and they told me that as the 40 nights had elapsed I had to ring customer services...head office.
After explaining the situation, I was told they do not usually exchange once the 40 nights had expired but as a gesture of good will they would exchange and i should go into store, choose another and call them back with my order.
I chose a medium/firm with a memory foam topper......I might add that deliveries of every mattress have been on the day and they have rung me to let me know exactly what time they will arrive....and the delivery people have been very nice and helpful.
This mattress was also too firm....probably the medium/firm memory foam that is too dense for me.....i am very light and sleep alone.....I didnt think they would ever exchange again for me and so I mailed them online explaining, saying that I had only had the mattress for about a week and it was very uncomfortable for me.........they left me a message saying that i didnt have to wait for the 30 nights and to go in store and choose yet another mattress.....(i would also like to add that whenever i have contacted them, or emailed them, they have responded within a day or two).
Because of my budget I decided to go back to the softer mattress - give it another try...unfortunately the mattress dipped a bit...this wasnt a dreams make it was a myers.....i informed them of the dip after the 40 nights and so they sent an independent technician to inspect the mattress. His view was that it was indeed faulty and he felt that dreams would exchange for me.
I looked at other mattresses on their website and there was one that looked right for me (fingers crossed) which was greatly reduced - reduction due to end on 8th....this was the 5th and the technician said that his report may take 7 days to reach dreams........so I mailed dreams explaining and saying that the mattress will go back to full price by the time they receive the report and then i couldnt afford it. I got a phone message from dreams on the monday - the day the sale ended.....I had mailed them on the previous friday....saying they had the report back from the independent company and they are happy to exchange the mattress for the one that i wanted and she had put it into the system (the last day of sale - hence the reduction) and if i would just call them to arrange delivery. (which i am going to do today).
For me. personally, Dreams have been wonderful....very helpful, in fact, very kind. I think they have been wonderful and i doubt there are many companies who would exhange a mattress 4 times even when the comfort guarantee had elapsed....
Fingers crossed that the new mattress is the right one for me.
As rated by our community of reviewers
" Customer service " Read More
" Worst store I have ever delt with .. Will never go in again " Read More
" I am a happy customer! " Read More
Written by ClaireEm87
" Very poor ! " Read More
" Good wardrobe, some communication issues " Read More