What’s happened to Dreams?

Dreams www.dreams.co.uk
★★☆☆☆
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JulieCBradley's review of Dreams www.dreams.co.uk

“What’s happened to Dreams?”

★☆☆☆☆

written by JulieCBradley on 07/12/2020

Bought two beds from them in 2019 and received great service. Needed another bed in 2020 and the service I’ve received this year has been truly appalling. I’m left wondering if the company are heading in the same direction as recent retail fatalities.

Visited the Chelmsford store early October and ordered a base and mattress. The salesman was efficient, friendly and I was given a delivery date of 4th December. I paid a £1500 deposit with the remaining balance of £700 to pay. Received an email from Dreams on 1st December to confirm the delivery date and a reminder to pay the outstanding balance by 4pm. It said in the email that the bed had to be paid in full 72 hours prior to delivery. I paid the balance online and received a payment confirmation at 3pm.

On the delivery day, my husband took time off work on to dismantle the old bed and clear the bedroom to make way for the new bed. As I hadn’t received a call by 10am to advise of the delivery time, I called customer services for an update. After an extremely lengthy wait, I was told that my delivery slot had been cancelled as I hadn’t paid the balance of £700. Shocked, I forwarded the confirmation of payment email as evidence that I’d paid it and was then told that payment had to be received 7 days before the delivery date.
That’s not what it said in the email I received from them.

A new delivery date was arranged for Tuesday 8th January. I received a text and an email to confirm the new delivery date. Sadly, that’s not the end of this sorry tale.

On Saturday evening, 5th December, I received a phone call from Dreams to say that the bed wouldn’t be delivered on the 8th after all - the base hadn’t been built. They couldn’t even give me an estimated delivery date!

I’ve lost confidence in Dreams and have cancelled the order. I’m currently awaiting the refund which will apparently take 5-7 working days to reach my account. Nobody could tell me why it takes so long for the funds to reach me when my payment to their account cleared on the same day. Hopefully I’ll get my money back before the company make any announcements about its future; Dreams are so clearly in decline.

Dreams have severe communication issues, and based on the service I received this time, I’ll never buy another bed from them. My advice - give this company a very wide berth.I’m

  • £2200

    Goods purchased & cost

  • Still waiting

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