Dreams Genoa Bedstead

I purchased this Genoa bed as the perfect solution to my storage space problems. I already had a dreams mattress that I loved and so only purchased the base. At first I noticed that the lever system which enables the bed to lift up was stiff but I put that down to the fact that it was new. However, this didn't improve over time and after constantly straining my back to lift it up I went back to the store. I had purchased the 10 year guarantee and was told it sounded like it wasn't functioning properly so they asked for someone to come and have a look at the bed. Someone came (unfortunately when I couldn't be there) and simply just lifted the bed and said it was fine, wrote a report and my claim denied. I still wasn't happy as the problem still remained, so I went back to the store to ask if it was a problem with the weight of the mattress. They said the bed should work with any mattress and it shouldn't be such an effort to lift. I wrote back to customer services and called them and got the same answer - the report declares the bed isn't faulty and it's a matter of 'personal opinion' - even though all of us in the household think it's difficult to lift compared with 1 of them! They have now said I can get an independent opinion.

It seems once you have purchased the bed and they have your money they don't seem to care. Having a 10 year guarantee is pointless! Now I have a bed I can't use - what a waste of money! They didn't even try to resolve the problem, just because 1 person gives a report, they don't care that their customer is still unhappy. Seems to me the customer is never right here! At the end of the day, despite 'personal opinion' I have a useless bed and am out of pocket - not impressed!

I would recommend going anywhere but Dreams for your sleep needs!!

The lady that served us at Dreams, Fareham, was lovely and even kept the store open another 15mins for us, so absolutely no issues with service.

We built our own bed, instead of paying the extra charge. I am a sculptor and very practically minded so no issues, until we tried to close the bed, pushing the top down and it ripped some of the faux leather off one of the sides. The side panels are square and even. It seems to be the arms which hold the hydraulics is too wide. My new bed has 2 plasters now - poor thing!

I purchased the Genoa bedstead July 2011. I also paid for dreams to build it. It broke October 2011, Dreams came out and said it had been built incorrectly and repaired it(!) It broke again at the end of Nov this time the main bar dropped off, tore the leather and destroyed the base of the bed. You wait at least 15 mins to get through to a person and if you're really lucky they don't disconnect you before you can even say hello but on 4 separate occasions I wasn't lucky. I was then told someone cant come out til Jan to assess it so we had a useless bed you could not sleep on for another month. A chap came out from their assessors who was very good and he submitted a report saying it was a manufacturing fault. Next dreams did call me to arrange for it to be collected and a new one delivered - I said I wanted a refund and she agreed. Finally, collection day arrived, I was told someone would ring before 10.30 with an eta - no one did so I had to go through the terrible phone system to ask for a time. I was told I was on the list and someone would be there before 6. Guess what? No one arrived, customer services cut me off when ringing after 17 minutes, I tried again. They were not interested, refused to call me back over the weekend with a new date and apparently have no senior staff working there who I could talk to. I am now on hold after 26 mins of waiting to resolve this with dreams but am not confident. I do not recommend this company at all!