Dreams
Reviews and Complaints

We ordered Bed & mattress by paying more than £1000 K. When we went to store we specifically said that my wife is 9 month pregnant & we need order to come in properly.. They promised to deliver all by 07.11.2017 . And today they are saying that they can't fix my bed as the fixing screwdriver kit is missing & supplier can't provide the same today. We have to reschedule our delivery & fixing day inspite of paying for the services & such a costly bed & mattress. Plus there customer care team becomes rude & arrogant instead of being apologetic. Never ever trust the after sales team of this company. they are only concerned with money and not service. Today we are stuck between Hospital appointment & now Dreams delivery team appointment to come & fix this. A mere sorry is what we get.

This company is a complete mess.
I ordered Doze Luxe Pocket Sprung Mattress - Medium Soft 400 £ worth. Its delivery was immediately scheduled and I was happy about it. "What a fast work!" I thought. I took a day off at work. At 2 pm they called me and said that the delivery was delayed, as the mattress was all of a sudden out of stock. What? I was angry as hell. They didn't say when exactly they are going to deliver it.
I wonder is it normal not to offer anything for their own mistakes? For example, small discount or a store credit for future purchasing. I paid much money and I would like to be serviced like a valued customer.
I have no clue when my mattress will be delivered, it's been 3 weeks since they contacted me.

I bought zen mattress with 10 years extra protection
Price plus insurace paid £1100 in 2011. After 3 years of use we found out mattress was sinking in and springs in the mattress were causing us discomfort. In the last few months my wife and I began to suffer from back pain and felt the uneven in the mattress. In 2014 complained and no one from Dreams visited to verify our complaints. We chased them again in 2016, when a surveyor came and checked the mattress. He wrote back that the mattress was fine and even though he'd measured the sunken in areas and acknowledged to us that there was a visible difference in the level of the mattress, Dreams wrote back to advise that he had reported back to them that the mattress was ok!

We have purchased a new matttress (not Dreams) and been using it for five days, last 4 night have been very comfortable and pain in back has gone. The new mattrress is 70 % cheaper than what we had paid in 2011, has more pockets springs. Im dissapointed with Dreams for not keeping their promise. We paid extra for 10 year insurance and were advised in 2011 that should ANYTHING happen, wear and tear, damage etc, they will replace it. They lied. I will never buy from Dreams and will advise others not to either.

I ordered a tempur bed from Dreams which arrived today.I paid £40 more for the same mattress from Bensons for Beds but did so as I could get it as a package with a nice bed from dreams for £1740.It arrived and had no headboard.When I spoke to customer service they told me I would have to buy that seperately for another £300, even though it was pictured on their site and was what I thought I had ordered.I asked to return the base and have been told by a very bolshy 'customer service' that they can't collect for 2 weeks and then I will have to wait in all day again and pay £38 to have it collected, even though it was not as shown on the internet. I feel very ripped off by this company and wish I had ordered it from Bensons instead.

I went today 22.05.2017 around 4.00 pm to Western Avenue Dream store to change a bed cover and I end up collapsing in the store as the duty manager truly abuse me. I never been bully in my life but today I felt that the manager of that store she truly treated me with disrespect to the point that I couldn't handle emotionally and I burst crying. I felt so bad to the point that I called my husband to come over to drive the car as I wasn't fully fit to drive. I start to have headache, felling vomiting and I ask if she can call ambulance as I felt so bad. My husband turned up, then the ambulance and I try to avoid getting in contact with this duty manager to make sure I cool down to go home & I get out from this bad dream. I had the worse experience of my life, spending 1200 pounds on the king bead mattress and get out with the ' double bed cover its insane. Tomorrow I'm planning to take legal action against the duty manager to make sure I will be the last to be harassed on that premises. I'm speechless and sad over my todays experience :(

This order was delivered to my Mum on 12th April. Unfortunately the delivery men could not get it upstairs and it was returned to Furmanac for knock down. I asked at the time if I needed to contact yourselves but was told no that they would sort it and it would be delivered again in 2-3 weeks. As it is approaching 3 weeks I rang Furmanac today to find out when we could expect delivery. To my surprise they said they had it for knock down but had not received authority from Dreams to carry it out. I was not particularly happy as the bed is for my 88 year old Mum with failing health who has been sleeping on a sub standard bed. Obviously nothing has happened on that time and if I hadn't rung I would be none the wiser. Consequently I was advised to ring yourselves to obtain the authority. I rang around 10.45 on the 2nd May and spoke to Dean. As this call was recorded it may be a good idea for you to listen to his disrespectful attitude. He virtually jumped down my throat when I suggested Furmanac were waiting for authority saying the company knew nothing about it. He then said there would be a charge which hadn't been mentioned to me by anyone before. I tried to explain that we should have been given an option in the store to have the frame in 2 parts ( according to the delivery man) which we weren't. Dean said I should have told them in the shop if I thought it would be a problem to which I answered that I wouldn't have known it would be a problem as no-one said it was a one piece frame. Again his attitude was in my opinion disrespectful. I then challenged the charge and he said I don't get what your quibble is. It's not a free service even if you had discussed it in the shop. By this time I was extremely irritated by him and reluctantly agreed to pay by card. He put me on hold for the 2nd time during which time I decided I did not want to deal with him anymore and put the phone down. After discussion with my family and due to modifications to my Mum's banister I have arranged directly with Furmanac for the bed to be be delivered in one piece. This Dean had no idea whether he had cut me off bit failed to try and contact me to continue the conversation which to me showed his lack of interest in my query. Even if the information he gave me was correct, working in Customer Service requires a helpful and respectful response but he lacked both those qualities.
Hopefully we will have the bed in the next few days but it has left a very sour taste in my mouth.

I work for the delivery team as a Temp(through GAP personnel) and have been left feeling victimized by the Cardiff Dreams depo. I was guaranteed work last week but because of manager incompetence and HER idle openess to allow drivers to freely select their Temps i was forced out of the work roster. I was asked to drive but due to the late long distance drive i took the night before, it would've be an offence for me to drive but despite knowing this the manager(Demi) still pressed me to drive but i refused and subsequently sent home and offered no further work, this would be acceptable IF i hadnt driven home from Cornwall to Cardiff the night before BECAUSE i was promised work. So much for rewarding commitment. I was going to seek legal advice but thought i'd give you the opportunity to look into and possibly rectify the situation. If this complaint is not your area then please forward to the appropriate department, I await your willing reply, thank you for your time.

I bought a bed from Dreams in Basingstoke. Told the woman that sold it to me that we had a small Victorian terrace and needed storage. We looked at the ottoman bed and she suggested we get that and pay for it to be made up. Well it turned up in 2 massive pieces that clearly wouldn't go up our stairs. I phoned Customer services and they basically told me it was my fault. Apparently I should know that a divan ottoman will not go up a narrow staircase and its not flat packed. When I made it clear to this rude man that how would I know that he replied that I wouldnt have bought a car without it having an engine! Well how is that comparable? He proceeded to tell me that it would cost me £82 to cancel this part of the order.

This has been the worst customer experience I have ever experienced. What had started as a new dream bed turned into a nightmare. Dreams need to train their staff to explain exactly what you are buying. They also need to train their customers service staff not to insult the intelligence of their customers.

I urge anyone reading this not to use Dreams. I have been left with a mattress on the floor and no compensation for my inconvenience. The sales woman did make it v clear that Dreams pay a crap wage so she relies on her commission. She also said that no one reads the terms and conditions. Well she does me a v expensive piece of fresh air

I could go on and on as I am so upset about the whole situation

Do not buy a bed in store as under the t&c you cannot cancel and they will charge you £100's if you do.

Try their beds in store and waste their salesmans time but only buy online from them as you are protected by distance selling regulations.

Personally I would never buy from this company again and they get a big thumbs down from me.

Misleading no cancellation policy

I orderd a tv bed in the shop the asstiant said it could not be delivered 4 doors up from the finance holder. The asstiant said the bed was not heavy. In which the bed was very heavy and had to pay someone to take the bed up 4 doors. We was willing to pay for assembly but yet again we could not have that offer as was delevery to a different address. When we tryed to assembly the bed 6 of the plastic cups snapped the slates kept splitting when put in the holders took 4 hours to sort the slates out. Took an hour to fix the telly in the end had to get help. All this stress could have been avoided . The financial person could have been at the house to meet the delevery men. Also the sales assistant Matthew gave wrong info out about the bed knowing there was no men in the house to help.once he got the sale could nor be bothered as was going to show us how the telly was assembled just went to the next customers. We only went there cus my mother bought a bed and had brilliant service and help when bed was deleved to and in the shop the lady couldn't help enough. Also there is a remote control holder missing to.
Disgusted buyer was after buying a 3 bed but will think twice now.
B travis
2 Annie street accrington
Bb5 6aq
Lancashire

I bought the mattress from dreams in charlton, woolwich rd, on the basis on the 2nd of jan, (My order no. Is 295a0100) that it would be delivered on the 7th, and it was confirmed by phone, I waited in all day saturday, but it never arrived. I paid £449 in cash in store.

I wanted a full refund but was told the company take 20%, I rang to see where my delivery was and was told I have to wait a month. Under these circumstances, surely I am allowed a full refund or a delivery date much sooner as it was an error made by the man in store, I would never have bought it if there would be a delay of delivery.
I am struggling to sleep on the sofa and felt guilty for paying all that money but it would have helped ease that, if I had actually received it. I hope you can help.

Dreams beds put together our bed and it was faulty due to poor fitting. We paid the store to fit the bed. An engineer confirmed this snd sent a report to the store confirming it. We Tried to get a refund and told we had to pay them.20% of the cost for a refund and we should read the fine print. They wouldn't call their service team from the store telling us their store number gets recognised and goes to the back of the queue.

We said we weren't stupid and were refused service being told we called him stupid.

I have a video proving exactly what was said !

A shock I g company with poor quality staff and goods and no customer service to speak of. We were told their service centre has only 2 staff and a security guard on a Sunday. One of their main trading days.

I went into dream's in aberdeen looking to purchase a bed that day. The salesmen said I would need to wait up to a week for the bed to be delivered but no later.

I placed a deposit on the bed as I was willing to wait a week for the bed but I was assured it would be no later as I had tenants moving into the property.

A week went by so I called the store. They now said I had to wait over a month. I asked for my deposit back as I would need to purchase one elsewhere.

It has been over a year and I still haven't received my money back.

Mattress delivered, not checked by delivery men as they put it on the bed in the plastic. Mark so feint on the corner I did not notice when removing the plastic. When we asked for another under the 40 night guarantee they refused saying we had marked the mattress. Stuck with mattress I canyt sleep on and they wont help. Where else can I go to complain?

Dreams publish a returns policy prominently on their website. When I tried to use it, they did not want to know. They sent a representative to visit me who told me that head office had approved the return and gave me a number to call to make arrangements. The call centre just block you. They have no interest in upholding published policies or what their reps have said.

My mattress was so awful, I could not even walk when I got off it.
My advice is go elsewhere where they do honour their stated policies and verbal statements.

I ordered a Mattress online from Dreams on 30th September for £530.00 and was given a delivery date of 7th October. I received a large green bag to wrap the old mattress for recycling, I paid £39.00 for the service.
My wife took the day off for the delivery on the 7th October, we wrapped the old mattress in the green bag and sealed it ready for collection. She waited and waited for the delivery, she then called about 3pm to enquire about the delivery and was told the mattress would be delivered on the 17th October.
What type of service is this? I thought I was dealing with a reputable company, but I was wrong, I am sure if I bought the bed on E-bay, I would have got a better service.
I was surprised to find so many complaints online.

Absolutely the worst retailer I have ever dealt with and moving in the lines of the illegal. I was mis-sold a very expensive Tempur "comfort" pillow at the Finchley Central store. This pillow not only did not shape to the shape of my neck and was uncomfortable but gave me very bad neck, arm and chest pain. This is a DANGEROUS product. In spite of taking it back to the store, calling, emailing customer service and reminding them of the consumer act on mis-seling they refused to refund my purchase. The only response was to try and make me buy more of their products (by offering small discounts) which presumably would have been of the same low quality and overpriced. The complaint has now been registered with Trading Standards who will be taking action if they receive more complaints. I would like to urge anyone who has had a bad experience with this retailer to get in touch with Trading Standards. Another thing to note, the same pillow was sold on their website as supposedly being discounted at the same price that I bought in store without a discount. This is a dishonest retailer selling low-quality and overpriced products. Stay well away and take heed what it means when a store is permanently empty of customers. I wish that I had done this...

Ordered bed January 16th 2016. Found address, helpful store team.
Changed delivery date on 9th Feb due to work travel
Reset date 11th March.
Dreams Customer service emailed to say can not deliver on 11th March, bed is out of stock, pending a deliver.
Reset date to 2 April

I called the store 29th March to make sure all was good. Store verified.

April 2
Delivery driver contacted me before 9am to set a window of 3pm to 5pm.
Confirmed address with person, all okay, recommended, call if you need directions.
No one arrived, turned up or called from Dreams.
I contacted the driver several times, text and phone calls, no answer.
Called customer service. Hung up
I tried to contact on Monday 4th April several times, no luck.
Tuesday 5th April after twice calling customer service and speaking to Speke store (helpful), i completed a online form to Dreams as per process. Responses were not helpful at all, no support, i was advised to call the customer service line.
Its now April 7th, i still have had no luck with a delivery date after Dreams failed to deliver, or a contact from customer service with a delivery date or anything.

At the beginning of December 2015 we received delivery of our double sofa bed. The delivery men assessed where the bed had to go and said there wasn't a problem. After two attempts to get it up the stairs they gave up and said we would have to get something smaller. Not happy with their comment I contacted my husband at work he then spoke to the delivery men and they said the same to him even though he explained something smaller was not an option. They left the bed at the bottom of the stairs against the wall. Requested I sign delivery never asked if I was happy with the service or give me a receipt they could not get out quick enough .. My husband came home for lunch and I asked if he could move the bed so that I could get access to upstairs. It was then we noticed a lot of dust and looked up to see damage to the wall. We took photos and then contacted the company and explained. They asked us to send pictures and that we would hear back with in 48 hours no reply. We contacted them several times and were told someone would get back to us still nothing. During this time we were having to deal with a bereavement in the family which was distressing as it was. When finally nearly 4 weeks later we get a reply back basically telling us they are not at fault and that we more than likely caused the damage. There is no way I could move the bed it was only moved upstairs later by my husband and a friend. The whole ordeal has been distressing and we are very disappointed in their response to this matter. I would like to say we have reconsidered ever shopping with them again, and have recently had a delivery of a king size bed from another company delivered and put together without any problems and the delivery men were very pleasant and helpful more than I can say the same for those previously.

Took my Disabled mum who's in wheelchair to buy a new double mattress for her Adjustable bed which cost around £750, told them we wanted a mattress exactly like the last one which was a Neptune medium, they said the bounty was the same just changed the name, they said the Bounty was for a Adjustable bed, when it was delivered & put on the bed, mum slept in it 3 times since November because it's too thick for her, rang them they said they don't do any thinner mattresses, they did say they would exchange it for another but not much good for mum, she now sleeps in her recliner chair, they said they will cancel the warranty on the mattress then they said the would expect 20% on the price of the mattress