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“Gr8 shop assistant, rubbish terms & conditions!!!”

Written on: 04/06/2013 by Crazyjo (1 review written)

Needed a new bed and wanted 1 that was gonna last a long time. we wanted to make sure that we ordered the correct type of bed for us, so off we went to our local store in Cwmbran.
The sales assistant greeted us politely and asked us a few questions which resulted in a thorough discussion about what Dreams offered. We were given pillow to try on the beds and were asked to try a variety of beds including pocket sprung, memory foam and latex. We were pleased with all of them but decided after a lengthy period on the Zen Rejuvenate Mattress. We sorted out our finance, given a delivery date and told about the 40 day comfort exchange. All in all we were very pleased with our purchase and the service at the store.
Delivery time was quick, delivery men were reluctant to take the super king mattress upstairs although we paid for delivery and assembly and there was plenty of room for the mattress to fit up my stairwell. The divan base was set up, mattress placed on top and off they went.
We were so excited to sleep in our new bed but were soon very disappointed. At first we though it was just us getting used to a new bed but it felt very much like the 1 side of the bed was slopping and dipping, like as if someone had slept in it for 10 years. After trying to sleep in it for 2 nights, we realized that this was definitely not right and if anything was beginning to feel worse. It was like an up hill climb to get into the middle of the bed. We were not happy and phoned dreams the next day.
Initially customer services were great, sounded extremely concerned and assured us that this was not right and the bed should not feel the way it did. They told us someone would come out and inspect in within a few days....all sounded very promising. Like a company that would sort out any problems, hassle free!!! Sadly mistaken!!!!
The independent inspector came and had a look at the bed, totally agreeing with me that considering we'd had the bed only 2 weeks it wasn't right. He took some pictures of the bed which indicated a 30mm dip on the 1 side. He sympathized with us but explained that he wasn't the decision maker and that he couldn't tell us if Dreams would exchange the mattress for 1 that wasn't faulty. He didn't seem very confident and that should of told us it all really!!
On day 20, i was left a voice mail stating that the 'independent inspector' has said that the mattress is NOT faulty and that the issues are due to settlement problems. Not very nice being lied to your face!! When i asked what about the dip in the 1 side, i was told that unless it exceeds 60mm it wasn't a manufactures fault. Even though the problem excised from the moment we had the bed. So, we had a faulty bed which Dreams would not exchange for another 1, that was getting worse and preventing us from sleeping in and their only suggestion was a comfort exchange which was probably going to cost us more money.
So by day 30, we had obviously had enough and after numerous conversations with the costumer service team at Dreams, nothing was resolved. We were running out of time for the comfort exchange which we were literally being forced into doing.
So we decided on our exchange and phoned Dreams again to order it (put on hold again for far too long and then told there was errors on the system resulting in me phoning them 4 times in 1 day) to then be told we would have to pay another £39 delivery....Are you kidding me?? How much more money do they want to take off us!!! An extra £289 added to our initial purchase and another trip into store to cancel and re-apply for our finance option before getting a delivery date for the new mattress.
God only knows what we'll do if the new mattress isn't suitable or faulty as we have no faith whats so ever in ever Dreams now and would definitely never purchase something from them again. I wouldn't be surprised if we dont see Dreams on BBC 1's Watchdog sometime in the near future and reading all these reviews.

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