Dreams www.dreams.co.uk

Dreams www.dreams.co.uk
★★☆☆☆
1.8
22.0% of users recommend this
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Latest Reviews

“Dreams Cambridge is incredible they are particularly...”

★★★★★

written by Sarahjane89 on 25/02/2024

Dreams Cambridge is incredible they are particularly helpful, I can in with a budget and they excelled at giving me the best for my price range. I am over the moon with my purchase and would like the thank them.

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“Mattress lasted 3 years”

★☆☆☆☆

written by J91964 on 16/02/2024

Bought a mattress from. Dreams which I used for 3 and a half years. It cost £855. Mattress developed a dip despite being rotated regularly and only being slept on by me. I am a slight woman and this definitely should not have happened. It also developed very odd yellowish stains despite always being covered with a mattress protector and in strange areas which were not where my body would have been. Dreams answer was for me to pay for an independent report costing me more money and refused to do anything else.not even to come and look at it.i will never use them again and the mattress now has to go to the tip! I have had mattresses for 10 years which were better quality.

Was this review helpful? 1 0

“Dreams beds amazing service”

★★★★★

written by SamAsh24 on 15/02/2024

I was waiting for my son and decided to pop into dreams beds , I was greated by a lady called Niamh , she asked me if I needed any help, I said yes actually my son’s bed currently at home is falling apart and I need to get a new one but I also need to have Storage. I was shown shown numerous storage options and sizes of beds, including TV beds.. I found that NIamh listened to my needs. I said to her just going to pop out while I get my son and we will be back within half an hour. I went back into the store I showed my son, the beds that were available and the mattresses, he even tried them out , I ended up buying a lovely Ottoman bed with matching headrest, a new mattress and two new pillows. fantastic service. We were offered coffee which was great and I would say NIamh is a credit to your company . I highly recommend dreams oh and they take your old bed a way .

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“Good Service at Aylesbury”

★★★★☆

written by DiTr on 18/01/2024

Very happy with the service given by the Aylesbury branch. Was happy to spend time with us but also was not pushy. Delivery was good with a telephone call in the morning to say how far away they were. Old mattress taken away and new bed and mattress installed. Unfortunately I have picked the wrong mattress and this is now being replaced under the 100 day guarantee. The online chat for this was very slow so after being pn for 20 mins or so I telephoned but again it took a long time to get through to customer service. Once through it was dealt with reasonably quick.

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“Matress dipping after 9 days.”

★☆☆☆☆

written by RozR on 16/11/2023

Bought extra firm matress paid over £1000 after 9 days the dipping was very noticeable and bed was very uncomfortable.We contacted the store as they gave 100 days trial was told we would have to wait 30 days to exchange and only vouchers would be given as other bed was over £200 cheaper as pensioners I'm disappointed that this is not explained at point of sale.Customer services then told us that because we have said the matress had dipped we would have someone come to check if it was a fault this was weeks ago and they have failed to contact us at all .Customer service is terrible and the exchange policy is not what they advertise. Avoid at all costs.

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“Will take them to court”

★☆☆☆☆

written by Amrita899 on 08/10/2023

Absolute awful. Read the real views. Do not buy unless you really are desperate and there is no other choice. They are the worse. They run like a small organisation with small minded people running it. No wonder each branch looks like it hasn’t been touched since probably they first opened.

Was this review helpful? 3 0

“Avoid Dreams!”

★☆☆☆☆

written by CarlyPorterfield82 on 01/08/2023

During a headboard repair, Dreams technicians damaged my £2k Therapur mattress, purchased through Dreams in November, rendering it unusable. Despite visible damage (the pillow top is completely and irreversibly warped), Dreams contest the damage and are taking no action to remedy a situation entirely of their making. They are using a misleading Homeserve survey to support this, despite the Homeserve employee assuring me they only deal with manufacturing faults and not accidental damage. Dreams are using this report to refute any damage despite my having provided photographic evidence irrefutably showing the damage caused by their technicians. I have paid for bed insurance etc and am now having to fork out for a new mattress a week before giving birth or I will not be able to sleep in my own bed. I will be reporting to trading standards and the furniture ombudsman. I’ve never been so disappointed in a company. Do not use Dreams. I wish I’d have used a local independent company instead who value customers but you live and learn. The customer service representatives have all been polite and understanding and with the exception of the two technicians who caused the damage, any other technicians I have dealt with have been very professional, but company policies are clearly woefully lacking. I’m a business owner myself and if a staff member of my company damaged a customer’s property I would replace it without hesitation. I’m absolutely sickened by this situation.

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“There are bad DREAMS too”

★☆☆☆☆

written by AdamUSM on 20/07/2023

I have no complain to mattress quality, but have a huge complain to customer service and the way they handle the issue. I bought a single mattress and topper from Dreams for my daughter. Immediately, after starting to use them she started to have red spots on her body which was itching. Initially we thought its allergy, but the doctor said its a bug bites. Since we never had this kind of issue in our home, and we don't keep pets, we came to conclusion that something wrong with the mattress/or topper as the problem started exactly the time when we started to use the them. To check if our conclusion was correct she slept few nights in old mattress and in a different room and the problem disappeared. We called the shop which sold the mattress which directed us to customer services. You know what customer service said? That the Dreams never had this kind of issue before and its our problem, they said we need to call specialist to get rid of this mattress!!! At the end of the day - I bought a mattress and topper which I have to get rid of in 20 days and on one in charge but me! I always used Dreams mattresses before and was happy since they were no any problems with them, but when you have an issue they are not helpful at all. Definitely I will raise complaint and if needed I will prove that its a Dream issue and not mine. BEWARE GUYS THAT THERE ARE BAD DREAMS ALSO.

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“I've had to give Dreams a One Star rating ”

★☆☆☆☆

written by Roche498 on 30/06/2023

I've had to give Dreams a One Star rating because it doesn't give the options for none. Bought a £1400 Therapur ActiGel mattress just over a year ago. The mattress has sagged, despite rotating as per instructions, it's surface is bobbling, and threads are loose all over the surface. Went into the Doncaster store from where we bought this, only to be told to "ring customer Services, here's the number". I asked if they could but was told it would be quicker if I did this myself. The store staff couldn't have given a monkeys. I placed a call with Customer Services and after a 42 minute wait, I decided to make contact via email. I'm still waiting to hear back. I'll keep you posted, but from the lack of response, I would advise, save your hard earned pennies and invest them with another company.

Was this review helpful? 2 0

“Magnificent customer service”

★★★★★

written by Wilsonpq1984 on 01/06/2023

Exceptional customer service from their shops through to their head office support! Probably not the easiest customers my wife and I as both had different needs but we got our dream mattress after a lot of coming and going. The dreams customer support were magnificent all the way through, advising, exchanging and even refunding the difference when the mattress we bought was reduced in price - wow! A real lesson for those companies who fail in customer service - thanks so much to all at Dreams, we’re delighted with our new mattress.

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“Pillow Change”

★☆☆☆☆

written by Thiersbrandao on 05/05/2023

I spent almost 2700 pounds with them. They have the worst customer service ever. Horrible people. They have zero empathy when. You have an issue. I had a stroke so my neck is very sensitive. I asked to change my pillow they refused and treated me as liar. It’s just humiliating way to treat their customers. Never anymore.

Was this review helpful? 2 0

“Treated like royalty at Dreams!!”

★★★★★

written by YANAITOWN on 14/04/2023

We want to sincerely thank the team at Doncaster Dreams.co.uk who made our visit so memorable on a cold, wet day when we were feeling not like shopping for furniture. They are so so sincere and kind and go out of their way to make you so welcome in their shop. They are unlike any other store I have ever visited. We bought a sofa bed there last Monday. They gave us a cup of tea, then asked us if we wanted another one, they booked a taxi back to town for us, they gave us a considerable discount and the sofa was such a bargain. It is a dream store for sure and FAR FAR better than all the rest. Most of the others were not even friendly. This group of special people work so hard and are excellent! Thnak you. I will NEVER forget your love towards us.......! Ever.. you are a special brilliant company and I hope people buy their things from you. .

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“ABOID AT ALL COSTS”

★☆☆☆☆

written by MattCragg on 24/03/2023

DO YOURSELVES A FAVOUR AND BUY ELSEWHERE Made the grave mistake of buying a mattress topper several weeks ago and tried it for two nights only to find it uncomfortable. As their site states you are entitled to your money back after a certain amount of time trialling the item, I duly paid the postage and returned it. I have been waiting weeks for my money and now they aren’t even returning email. COMPLETE RUBBISH PRODUCTS AND EVEN WORSE AFTERSALES SERVICE.

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“Dreams - poor quality and service ”

★☆☆☆☆

written by Blahblahblahuser on 27/01/2023

Hugely disappointed with Dreams. Bought what I had trusted would be a good quality mattress and mattress quality insurance from dreams. It’s 18 months old and it honestly feels like rolling up and down hill when turning over. for Me it’s annoying, for my wife who has a disability it’s far more than that. Someone came out to assess it but apparently the sag is less than 4cm so they won’t do anything. The sag is more than that after lying on it for a few mins. Hugely disappointed with the quality of the product Dreams sold to us and even more disappointed with the lack of after sales service.

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“Poorly made”

★☆☆☆☆

written by Lowehh16 on 05/10/2022

I paid £800 for a bed which cam with severely broken pieces, poor construction and missing bits. They offered me £100 refund which i do not believe is adequate for the product i received. They also would not agree to publish my review on their site, i guess they vet the reviews so they are more favourable, so be warned.

Was this review helpful? 2 0

“Nightmares”

★☆☆☆☆

written by Massaro on 28/06/2022

AVOID or it will cost you. Overall verdict: incompetent sales staff, unheard of return policy, company who doesn't care about customer satisfaction as long as they got your money. Long read below: I went to Dreams West End store for a mattress and saw a bed which seemed OK, so I placed an order for both. I was explained the mattress return policy, but it wasn't mentioned to me that if I placed the bed order in the store I wouldn't be able to return it. Yes, you heard it right, no returns for in-store orders, but yes for online orders. Bizarre and probably the only retailer out there who does this. I would never have bought in store if I was alerted to this, no one probably would hence they don’t tell you. The sales person has also failed to advise me that with my choice of mattress and bed, the bed will come all the way to my hip and I am not a short person! That I would literally need to climb into bed and my feet won't reach the ground when I sit on it. This and the fact that the craftsmanship of the bed itself isn't great was why I called the Customer Services and asked for a refund. That’s when I found out about the in-store order policy and was told that they would not give me money back. I asked to speak with someone senior. The operator told me they would just tell me the same, but if I wanted to I could speak with the store. I went to the store, where they were at a loss about this advice as (conveniently) they cannot process refunds. They told me they would get in touch with Customer Services and raise this immediately or tomorrow: either way I should expect a call within 24-48 hours. When after 4 days no call arrived, I called the store again to check if they indeed got in touch with Customer Services. By then I also found out that Dreams do have an escalation process - again, no one bothered to tell me. The store said that yes they were in touch with Customer Services and I should expect the call within 24-48 hours. Five days later I called Customer Services. They did not appear to have any escalation request, they only received an email from the store about my visit. I have been again told about the non-return policy and that even if I escalated this the answer would be the same. I have requested to escalate anyway, but not expecting much and will be pursuing this though my credit card provider too. Needless to say this has been one very unpleasant and stressful experience and it definitely dampened the mood of settling into my new place a lot as now I have a bed I hate and I don't seem to be able to get rid of.

Was this review helpful? 4 0

“Horrible company”

★☆☆☆☆

written by xcWood229 on 29/03/2022

I bought wrong mattress by mistake double instead king size. Called the Dreams straight same day after delivery they told us to use new one and they will collect as used one beacuse they took our old mattress. I wanted to come back for my old mattress but they said no problem we can use it. Today they came with new mattress after 10 days. They found little stain after looking with torch and refused to collect it even the stain was easly removed so it is not visible anymore we have been left with wrong mattress

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“After sales service”

★★★★★

written by Law193 on 07/02/2022

I purchased an adjustable bed from Dreams some ten years ago. Two of the end caps failed. Dreams were able to tell me exactly what bed I had purchased and supplied the telephone number of the manufacturer FURMANAC they quickly supplied the replacement pàrts at a very reasonable price my bed is now very comfortable once more. I would not hesitate to recommend Dreams their after sales service is excellent

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“ATROCIOUS SERVICE”

★☆☆☆☆

written by Floodwe43 on 04/01/2022

My wife and I just moved into a new house, and, as we were expecting, thought we'd treat ourselves to a new bed so that the little sleep we got when baby arrived would at least be of some quality. In September we visited the Dreams store in Leeds and found a bed we really liked. The advisor told us there would be a 6 week lead time, but said it'd likely arrive much earlier. 2 months later and the bed still hadn't arrived, so we rang customer services to find out when it would be delivered. They confirmed they could now deliver the bed, we just needed to book a delivery slot, and they asked us if we'd like it delivered before Christmas. I'd have preferred it to be delivered weeks before (my partner was growing increasingly pregnant), but agreed to wait another 3 weeks. Skip forward 3 weeks and they ring me the day before the delivery date (which I had taken off work) to say they couldn't deliver it due to issues at the port. Begrudgingly, we booked in a slot for the same time next week... Then, on the morning of the second delivery date, we received a very vague email from a supplier of Dreams saying the delivery was cancelled. We rang the store in Leeds where we bought it from initially. They told us to ring the customer service line, because they didn't have an update on the delivery time for our bed. We asked if they could possibly do that for us, they said that the customer service department (the one they were asking us to call) never get back to them... After a long wait on hold to customer services, we were told that they'd look into the issue and confirm a new delivery date, and offered to waive the installation fee... We're now in January, one week away from the baby arriving, and we are still actively chasing Dreams for an update on our order. What's maddening is that we still have absolutely no idea when it will arrive, despite being out of pocket for 4 months. NEVER before have I dealt with such atrocious service. I have spent hours of my time trying to sort this for my family, and it has been an absolute living nightmare in a time where we need to limit our stress. Please do yourself a huge solid and avoid Dreams (and nightmares) at all costs.

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“Appalling service”

★☆☆☆☆

written by Shaam on 06/11/2021

Absolutely appaling service received from Dreams. Had purchased two beds from them, which got delivered and put together however before we could even check that the job has been done corrctly and that we were satisfied it, the two guys just walked and left without checking with the customer. Unfortunately one of the beds needed the draw changing however upon calling Dreams regarding the issue, were advised by Dreams that they are not willing to send someone out again just to change the position of the draw (excellent customer service!) Due to the unsatisfactory service received by both Customer Service and the two guys who came to set it up we had then requested a refund so that we could go elsewhere (only for the 1 bed that we wasnt satisfied with) however this request was declined by Dreams even though its part of their company policy to allow refunds as stated on their website. Just goes to show how misleading a huge company like Dreams can be. Their refund and exchange policy reassures customers when purchasing from Dreams hence why we purchased from them in the first place but being declined a refund is unacceptable. Will not be purchasing from Dreams ever again and definitely will not be recommending them to any friends or family. Issues stated below - handymen who were employed and sent by Dreams DID NOT CHECK IF THE CUSTOMER WAS SATISFIED, INSTEAD THEY HAD LEFT AS SOON AS THE JOB WAS COMPLETE - When issue was raised to Customer Services, no empathy was shown, instead it felt like we were being penalised (LOL) - Dreams refused to offer a refund due to the most absurd reasons (we didnt notify the handymen and we shouldve told them whilst they were setting it up, also the company only offers refunds at discretion which contradicts their company policy). ive worked in customer services for the past 5 years, never thought a company like Dreams could be this sly, incompetent and unfair. Obviously they put their money first before customers.

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Asked by Eltel123456789 on 20th March 2016 Report this content
Has anyone had stuff go missing after dreams delivery men have been, but not noticed straight away, e.g. jewelry?

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Asked by graystan on 24th February 2015 Report this content
How much do Dreams charge to deliver and assemble a double divan bed and headboard ordered online?

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Answers (1)
Report this content RippedOffByDreams Written on: 25/02/2015
Hi Don't bother get your own assembler. In fact I wouldn't waste my money buying a bed from here. We bought a bed, headboard and mattress £800. Got them to assemble - sorry can't remember price. They told us this would be done by skilled tradesmen - in fact it is done by the delivery drivers who didn't seem to know one end of a screwdriver from the other -they tightened the frame too much and the bed buckled after a few months use. Result Dreams didn't want to know and accepted no responsibility. After a lot of e mail and arguing we got nowhere and ended up buying a new bed from a reputable local company. Please don't be like us heed all the bad warnings on here This company is rubbish - don't be like us and waste your cash
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