Dreams’s earns a 1.9-star rating from 101 reviews, showing that the majority of customers are dissatisfied with their purchases.
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breach of contract/failure to refund
Nightmare Experience. Please read this before you buy!
Having ordered a bed, in store, in March 2012, my partner and I paid a £500 (on credit card) and opted to pay the balance of £1100 within one year according to Dreams' interest free finance plan.Whilst in the store we noticed the telephone continually rang and, despite there being two members of staff free, went unanswered (warning bells!).
On the receipt/order form we received there is a little box which states "NO NEED TO CHASE, we will call you immediately your goods arrive, usually within 28 days". Needless to say, 28 days turned into 60 days by which time I was chasing, and receiving some of the most tired and lame excuses it is possible to imagine (this is in line with the countless other customer complaints I've since read online).
Eventually, a date was arranged for delivery and I took a day off work only for no-one to turn up, no phone calls, nothing. I must add that Dreams' "customer services line" is rarely answered, and when it is the person at the other end of the line is usually as in the dark as the caller! Anyway, after spending the best part of the following day trying to speak with someone about this, a call came through from the branch that afternoon (the branch store, by the way, always maintains they cannot contact either Finance, Delivery or Customer Services) which came as somewhat of a surprise; our bed would be delivered the following day!
As my partner and I were both away working, we left our teenage son in charge of signing the paperwork AFTER the bed had been installed - which we paid for. So you can imagine our surprise when he called my partner and told her that not only had they not assembled the bed as per contract, but he had also been "bullied" into signing the paperwork acknowledging receipt prior to the workmen unloading the van! A note was left asking us to ring "Customer Services" to arrange another date for assembly. The bed parts and mattress were dumped in our bedroom where they stayed whilst we cancelled the contract and waited another 3 weeks for them to come and collect everything. And the £500 deposit we paid? Dreams informed us our credit card would be refunded within "5-10 working days". 16 working days later we are still waiting, despite sending email reminders, calls to answering machines etc etc.
In my 50+ years on this planet I have never encountered such a bunch of total charlatans masquerading as a company. Quite frankly the sooner they are drummed out of business the better for all concerned. I am not alone in my thinking - just type in Dreams Beds + problems to get a taste of others' misery at the hands of this outfit!
non receipt of bed and refusal of refund
I ordered a bed for my 5 year old daughter on 19 February 2017 with a 28 day delivery. On 26 March delivery was arranged for 30 March 2017 and extra money was paid for assembly. On the morning of 30 March I was telephoned to say that the bed would not be delivered as it had been damaged. I was told a further 4 week delivery time was required after they reordered bed. Since then I have been phoning Dreams weekly and keep getting told the bed will be here "next week". When I ask for a refund I am told it will take 7 days to refund the money so why not wait for the bed. So each time I ask for the money back I am talked out of it. My daughter is sleeping on a mattress on the floor, this is poor customer service to say the least!
The complaint has been investigated and resolved to the customer’s satisfaction.
We are apalled & disgusted with this company.We bought a Treviso Kingsize bed which was delivered on November 16th 2017.We have since found it to have WOODMITE in the wooden feet.We complained straight away & were told we needed to wait for it to be inspected first.My husband took a day off work & waited for the inspection to be carried out...he didn't turn up!
We had no apology.
We have a 15 month old son who found the original pile of sawdust which alerted us to the problem.Since then we have HEARD the woodmite scratching away & this morning a LIVE woodmite grub fell out of the foot of the bed.
We have complained 4 times & asked for the bed to be taken away to no avail.
We are disgusted & have been taking photo's to keep as evidence.
I am writing on behalf of two elderly neighbours who had a mattress delivered (cost: £35.00) on Saturday, September 11 at approximately 1430hrs. The young man who delivered the mattress (from Teddington branch) was asked if he could take the old unwanted mattress downstairs (flat) to the garage. The delivery man flatly refused to assist my neighbours, one of whom has cancer and the other has difficulty walking and couldn't possibly drag a mattress down a flight of stairs. This young man (who also had an assistant waiting in the van) said it was not his job to do this. What kind of a person does this? This "service" is disgusting and there is a letter on the way to the Managing Director of Dreams with full delivery details as several of their neighbours were appalled and disgusted with the ignorant behaviour of this person. The only difference between my neighbours and this ### delivery person is that they got to old age first. Shame on him and I hope one day when he's infirm he isn't treated the same way as my neighbours.
I Ordered a bed from dreams on 7/3/2017 it was delivered 14/4/2017 it was a leather tv bed covered in mould and the damp smell was awful, after numerous phone calls to dreams another bed was delivered 21/4/2017 and was the very same!...i cancelled my order the same day. The cancellation team called me 25/4/2017 to confirm the cancellation and to request back the free mattress protector that i had received in-store when i ordered the bed. I then found that on 8/5/2017 the finance company had taken the first direct debit payment from my bank, after many many phone calls yet again to dreams i was told that it would get cancelled. Today 14/5/2017 i have now received a letter from the finance company to say that if i don't reinstate the direct debit with my bank, that i will be liable to a £30 admin fee as the account was still active!... On the phone again all day today to dreams...and they will send another memo through to their finance team!...i am now stuck between dreams who just don't seem to be able to cancel, and the finance company who cant cancel until they are told to by dreams!...they should be re-branded to "NIGHTMARES"
On 10/01/2017 Dreams advertised the Angelina Ottoman double bed for next day delivered if ordered before 11 am. I ordered on 11/01/2017 and was promised delivery on 13/01/2017. I paid for the full amount £932 by debit card, which included delivery and setting up the bed. The following day Customer Service phoned to say they couldn’t deliver until 19/01/2017, so I cancelled the order as I was due to move into an unfurnished property on 15/01/2017 and had to stay in an hotel until the bed arrived. A few minutes after cancelling the order someone from Customer Services phoned me back and said they would be happy to deliver on 19/01/2017 and would refund the delivery fee as a goodwill gesture. Eventually he agreed to refund 20% of the total, so £186, as they’d inconvenienced me to such as extent (had to extend my stay in hotel etc). The £186 was paid into my bank account.
On 19/01/2017 the bed did not arrive. I phoned and spoke to an amazingly helpful lady who said they don’t even deliver to that area on Wednesdays and they didn’t have stock of the bed and mattress I’d ordered, and wouldn’t have for at least another two to three weeks. So in exasperation I cancelled the order as I knew I’d have to go and buy a bed elsewhere rather than sleep on the floor or stay indefinitely in the hotel.
She explained she couldn’t refund me because the amount was over £500 and that someone would phone me about it. That was the 19th, today is the 24th and I have not had a call from them. I’ve also checked my bank account and have not received a refund. I have twice today spent considerable time on the phone trying to get in touch with them. The first time was for nearly an hour and eventually the phone just went dead. The second time was for 40 minutes, after which time someone answered the call and then put me back into the queue (I assume as the call went back to the Dreams music!). After another 40 minutes I gave up.
What can I do to get back my £746 they owe me?
Yet again the same problem, wardrobe turned up with items missing, initially ordered in January 2017, delivered May incomplete, still waiting June for missing items. Customer services are absolutely atrocious, promise everything and you get nothing. Trying to get through to them is a joke. Would never buy from them EVER again.
Hi there, I am sorry to about this. Can I have your order number please so that I can look into the issue?
I have exactly the same problem. I purchased a mattress which cost me £1700. I booked delivery for Monday the 9th of Jan and on Saturday 2 days before the arranged delivery I found out that there was no date booked. After spending hald an hour queuing on the phone listening to Dreams' mostly irritating tunes I was told that the mattress had not even arrived at their warehouse.
I cancelled the order and I am now waiting for someone from the 'cancellation team' to call me back.
Needless to say that i sent Dream an e-mail a month ago and I have never received a reply.
poor quality mattress and rude manager
I took delivery of this mattress in February and was initially very happy with the mattress. However, very soon, we started to note problems with the mattress. We woke with aches and pains and found it uncomfortable to sleep on the mattress. I called head office and explained I was unhappy and asked for a comfort exchange. I was advised to go to the...
poor service
After placing the order, all went as was expected... I received a call to organise a delivery date and 2 days prior I get another call with a time slot... And then it all goes down hill!
To cut a very long story short : 1st delivery date... No beds arrived!
2nd delivery date... No beds arrived!
In between times it takes ages for customer service / head office gets back to you with no solutions / answers!
Their systems don't work!
No one has internal extensions so you can never speak to the same person and when the complaint got dealt with by a manager and I was chasing them no one knew who she was as the customer service number must get transferred across lots of offices!
From the original delivery on a wednesday to the following monday I still didn't know what was happening and when the beds were arriving resulting in me cancelling!
If you think this is unacceptable service (And trust me the detail above no where near covers the number of call I have had to make and the stress of it all) then please please please make sure you never order a bed from this company... I certainly won't be doing!
The complaint has been investigated and resolved to the customer’s satisfaction.
Ordered a bed through Dreams and initially was not having the best experience, however I emailed RAKing@dreams.co.uk, which is the email address for the head of Dreams customer services and my issue got resolved VERY quickly, and I now feel like I would use Dreams again. If any of you are having problems I suggest you use this email address.
Hi there, I am sorry for the issues you have had with this order. Please can you supply me with your order number so that I can look into this for you? Thanks
Hi there, I am sorry for this. Do you have an order number so that I can look into this please?
wrong bed/ service
Order number 244B741 Placed 15th Jan 2012 to be delivered mid Feb: got a call two days later trying to deliver it so booked it for the 15th Feb. No bed arrived rang up and got told do not have stock any more and no more until March 6th I rang store who tell me they have rang and got a delivery for the 23rd feb. guess what NO bed arrives so second day off work. I ring again and they say bed not in stock so best is 13th March again I ring store and customer services who say we can get one for Saturday 3rd March but i must pay the balance now. I did that and guess what NO bed arrives I ring customer services again and they say no stock is in delivery will be 13th March. Guess what bed arrives but it is in BLACK not Ivory as ordered! I ring customer services and get told they cannot collect and bring correct deb until 19th March I now get a call on the 17th saying cannot change it until 31st March as no stock. Are you all trained to lie! or just do not know what is going on. I am going to watchdog, trading standards if this is not sorted straight away as we have been messed around long enough.
failure to deliver paid for goods
I've been left extremely dissapointed in my recent dealings with the company Dreams. I have been in touch with numerous employees there but never the same person or department, and therefore 2 and a half months on still have no resolution yet they have quite happily taken my money. On October 25th 2010 I ordered a bed with wardrobe and draw units to match...
Read full review of Dreams and 15 commentsnot giving refund
after the district manager Phil Marshall telling me he has authorised a full refund because in his words the appalling service and lies that I had been told by all the staff at dreams, I have still not received my full refund. I was last told by the shop staff that it was an I.T. problem or that some one may have not pressed a button to send my refund.
It is my belief that dreams are trading either as an insolvent company and they have no funds to send the refund or they are just idiots.
I have been asked to return the free gifts that were thrust upon me when I tried to purchase a £3400 bed from Dreams, that is after Pete from Dreams telephoned me to apologise for all the appalling service and the times that I had been lied to from the staff @ Dreams. by the way I told the assistant that I did not require or want the free gifts, There were two pillows included in the free gifts which have been used by me, now returned to dreams, do you reseal them and sell, them on again?
Can anyone tell me how this is customer service? I have watched your tv ads over the Christmas period what a joke !.
There is no way I can get through to customer service on the telephone, I do not suppose any one from dreams will get back in touch regarding this complaint . Dreams should not be in business. what a disgusting company. They have not got a clue I would advise you to send your staff to Bensons beds for some much needed training thatBensons will provide, now there is a company, Bensons, that should go far and deserve to they find it easy to serve and satisfy their customers look and learn
I was promised a full refund with no penalties, from Phil Marshall district manager @ drakehouse Sheffield. It has taken me three trips to the branch were I have been told utter rubbish from the staff and at last through contacting my solicitor I have got a partial refund again I was lied to by Phil Marshall this time. I have tried numerous times to contact your company head office by telephone with no success, holding on for up to 45 mins. @ a time.
I have never had such appalling service from any retailer I have every dealt with. I have been told different stories every time that I visited your drakehouse branch.
I am totally disappointed with your company
Ann Reynolds 221E770 ?
Hi,
Recently purchased few furniture and mattress from your store and this was supposed to deliver [protected] between 0930 AM and 1130 AM and delivery people called me at 9:19AM and said we are not able to find your address, later I guide them over the phone but after few minutes i recieved there call again saying couldn't able to find the property can you please come and pick us; since my wife doesn't know driving she can't go and pick them up. I was not there in MiltonKeynes, told them I will come in 15 to 20 minutes they started saying no no no we cannot wait [Is that my problem that they couldn't able to find the property and I am the customer helping them to find the property and get the goods delivered] I requested them that I will be there in 15 to 20 minutes I was very stressed and anxious because they keep telling that it is your problem[Is it my problem?] by the time I reached my area it was 09:49 and I went just in front of there vechicle and called them to there phone and asked can you deliver the goods now; the delivery guy saw me and told to other delivery guy this guy is here... and they didn't bother to respond my request and just told we won't deliver(Does this guys have any humanity?) as you were not here @09:30... it was so rude that I am literally stressed because of this incident and I called the customer service person(lady) and she was also rude and telling the same that it is your problem.
I can book again for re-delivery that's not a problem but the way they behaved and handled the incident by the customer service made me to tell and suggest all my friends, colleagues and my family to not buy a single pennie of goods in DREAMS.
This is worst experience I faced by spending my own money to buy goods and get stressed.
This is the first time in my life I am complaining like this and hope you understand.
My order number is 281A016850, If possible please keep the goods with you and I will pay the complete amount of £2100.00[Call to my number ********** so i will pay by debit card] as I don't want to see the furnitures everyday and remembering the incident and get stressed.
I placed an order for a couple of beds with Dreams on 19th May 2012, two weeks prior to moving into my new home hoping that they would be delivered on time. When it came to checking out however the salesperson told me the earliest date that they can be delivered was 22nd June 2012. He suggested that I book it in for now and contact customer services the following week to see if this can be changed to an earlier date. So I did that and found that delivery before 22nd June was still not possible, so I decided to cancel the order (and this was around 23rd May 2012). The person I spoke to told me that to have my order refunded they would have to contact me again to confirm the cancellation, but since then I have never received any calls from them. I have tried contacting them again but can never seem to get through, which is costing my phone bill somewhat having to wait for someone to respond. First time I did manage to get through they told me that they were experiencing some problems with their system and they would be sure to call me. Second time I got through when I still heard nothing they said that they did try to reach but had the wrong number, which is just rubbish because the contact number I provided on the order confirmation currently in front of me is clearly correct. After doing some digging it seems that I am not the only one having these issues with Dreams, making this matter more concerning. If this goes on I may be forced to call upon my solicitor and maybe even have my bank perform a reverse charge if that is applicable. Never in a long time have I experienced a service such as this.
Hi, I am having problems getting a refund from Dreams, goods were rejected at the door as it can't go through my staircase, I am considering to recall my payment, I see you were considering a reverse charge at the time and wonder if you were able to reclaim your money back?
I can empathise and sympathise with the complaints above as I too have had absolutely shocking service from Dreams, both from their so called customer services team who fail to respond promptly if at all to e-mails, lie about receiving e-mails when I have an auto-response4 which clearly indicates my e-mail worked, not even reading my e-mails properly and responding to all issues raised, attempting to deliver replacement slats for my bed when I stated this was not what I wanted on several occasions and that no-one would be in to take delivery, an arrogant and cocky manager in the cambridge store who refused to process a refund for me in store when they have a PDQ machine with the facility to do refunds and every other retailer I have ever known processes a refund back to your card immediately on receipt of the faulty item, no help with getting the bed back in to the store, no apology for the poor quality of the product etc etc - still waiting for a response to two e-mails, one sent on 1st July and another sent yesterday to even get someone to acknowledge that my refund is on its way ! Shocking and I WILL be taking this matter much further ! Order REf 215A000390
hello dreams pete
can you tell me why my order has not turned up today we received no call before 1030 as your paperwork says the idiot shop manager at queens road says he cant get through to warehouse, so tonight we have no where to sleep, as old bed taken away poor service tomorrow i will be coming down to your queens road branch and sitting there untill i receive a full refund also i will be putting of everyone who walks into the shop
Hi Mr Brewer. I have called you and discussed the above issue. I look forward to hearing from you shortly.
Hi Julie, i am sorry for the service you have recieved. I am happy to call you and discuss this matter further if you would like? If this is the case please supply me with your order number. Thanks
Hi Ann, I am sorry that you are still unhappy with the service. We do not usually accept soft goods back once they have been used but made a special expection in these circumstances. If you are still unhappy with the service I am more than happy to call you and discuss the matter further.
i went to cancel my order this morning only to be told that all the parts are now in stock but they are still not certain when it can be delivered.what a joke of a company and also the carriers that they use YODEL XL.i will never order anything with dreams or any other company that uses yodel XL.i have cancelled my order and ordered a bed today at 12pm with Godfrey diy who are delivering tomorrow morning.
hi Ann i know how you feel, i have been waiting for a bed since 18Th Nov. so far i have had Three missed delivery dates and the phone put down on me, dreams keep saying its The delivery company, i have been told lie after lie, emailed twice, hung on The phone for hours, after loads of calls to dreams, to be told today That They haven't got all The parts ? yet again They haven't returned my call as promised, Today i asked for The order to be cancelled and for my money back, which They have had since 20Th Nov, still waiting for Their call, how They stay in business i don't know but They wont be getting mine anymore
worst company ever!!!
Bought a bed from this company on 31/08/2011. Originally was buying a bed from Argos, but instead went with dreams as they said that they had the bed in stock and I could either pick up from store or they could have it delivered to me within 5 working days (argos was 7).
Was stuck for a bed for my eldest (8) so thought 5 days was fantastic and paid an additional £150 to get from Dreams and then £40 delivery charge (Argos was only £8.74). Agreed delivery date in store of 07/09/2011.
Only 05/09/2011, received a text from Dreams informing me of the delivery on 07/09/2011 which was great and took the day off work (don't have many leave days, but delivery was guaranteed!).
Call this morning (06/09/2011) to inform me that the supplier forgot to put it onto the truck so not in the warehouse. Advised them that I had taken the day off and they told me nothing they could do about it. Advised that I had paid £40 to have it delivered and they told me they could refund the delivery charge, but I had to call customer services [protected]). Asked why they couldn't get supplier to deliver it especially due to amount I paid and they told me they don't do that. I would have to wait 4 days.
Called the customer service line and after 25 mins on hold (who knows how much this cost me) finally got through to someone. Told them the problem and they looked up the order. Asked why they couldn't get it delivered especially and advised they only do 1 delivery a day from the supplier and wouldn't do anymore. Asked why the supplier couldn't deliver to me direct for the money I paid and again told they don't do that!
Told me they would refund me the delivery charge only (a meer £39.00) and that I was lucky to be getting that back as legally they only had to give me £5.oo and had the check to ask me would I prefer that (£5). Asked them about loss of earnings or any kind of compensation and they adivsed they don't do that and again I was lucky to be getting the delivery fee! Told me they only had to give me back a portion of the order fee - ignored the fact that i pointed out the order was the bed and the deliver charge was a seperate fee I paid.
They then told me that they care deeply about customer relations and I advised they obviously don't as I lost money and they lost nothing. Customer services then told me that they also lost money (aside from deliver charge) for not having my bed on the truck - couldn't tell me how though!
Agreed to the delivery fee refund, but that I wanted to speak to a manager - person told me that I couldn't as he was a supervisor and I shouldn't undermine his authority.
I know it doesn't sound like much on the phone, but this guy was been really argumentive (felt like he was looking for an argument) and kept cutting me off.
Dreading the bed arriving on Saturday as this company as a track record (I've now found) of delivering faulty beds and can't bare the thought of calling their customer service line again.
Have emailed the company with a complaint (due to txt limit could only put brief outline), but apparantly they ignore emails.
Wish now I'd gone with Argos as never had a problem with them. Avoid Dreams at all costs as they make promises they can't keep and then give you poor customer service!
The complaint has been investigated and resolved to the customer’s satisfaction.
not to mention that it took me a 5 minutes wait before hearing from them after the first attempt
I also agree to what has been said previously. This company is seriously a joke and lacks of sincerity and integrity/ corporate governance. Besides from the very poor customer service line (which is the only means for me to contact them), nothing can be done, even though I had to take a day off and had been waiting for 10 days and disassembled my previous bed in the eve. Notice that they did not even call me to inform me of the cancellation of the delivery. I hope someone reads this message in time before they consider ordering from them. Never buy from them.
I agree 100% with what Mike has had to say! Ordered a mattress and bed frame from them on the 19th September, got a call from customer services telling me both frame and mattress were ready for delivery! Only mattress turned up (despite me double checking twice that Frame was on order). Customer Services blamed the warehouse and told me frame would be delivered this week, now I've found out it won't be until late October! So have been lied too twice by customer services. I emailed a compliant on 28/9haven't had a response, so emailed CEO today! bet he won't reply but got off my chest what I thought of his company! £940 they have had off me, never again! Avoid at all cost!
customer service
Sunday morning went to the Dreams store at the local retail park to seek advice about types of bed and mattress for our new home, for which we have recently placed an offer. As such we did not plan to place an order for furniture yet, since the moving in date is still not known. When we entered the Dreams stores, we were greeted by a very talkative saleswoman, whose intention was not to help us, but rather to get our signature on the sales agreement. In fact she barely gave us a chance to say a word! Eventually, and after politely asking this lady to slow down a bit so that we can do some thinking, we saw a bed we liked and a mattress we found to be comfortable. We said we will be back when we have a moving in date, but she would not let us out of the store without extracting our signature on a contract. We were reluctant and stood our ground, but she became rather agitated and ascertained us that the items are in stock and will have our names on them once we place the order and we could have it delivered any time, and if we changed our mind, all we needed to do is to cancel the order at any time. She said it's the last day of sale (a lie because the prices are still discounted today) and we only pay in six months time, interest free etc etc. We were promised that since we are new home buyers we could cancel the contract at any time (no time limit!) even though the small print emphasised that rder could be cancelled only within 24h. Do not worry, we were told, trust me, just come into stores and we can cancel, change your order etc without incurring any extra charge. We thought there's nothing to lose, if we change our mind we simply cancel the order. Don't bother about the small print said the sales lady and store manager - those terms and conditions do not apply in your case, the manager came and put his initials on the contract to show that this is the case. We went home and thought that this was a very bizarre experience, and the store saleswoman and manager behaved rather unprofessionally (why don't you buy this too? because we already have a wardrobe we answered... well buy it and sell it on ebay!). Why did they not give us a copy of the T&C applying to "our case" ie cancelling whenever we wanted if we chose to? We realised that this was a scam and the safest thing to do was to cancel ASAP. We went back to the store the following day (well within the 24 h time frame) to cancel the order. The mood of the salespersons soon changed when she realised our intentions: we cannot cancel the order in store (so they had lied the day before!) you have to call customer service. Monday - customer service not working because it's a bank holiday. Tuesday morning - called at 9.00am to cancel the order, was kept waiting for 20 mins on a premium rate phone line. No one answers. Called again, kept waiting indefinitely. Same for about 2 hours - they somehow recognize the number I'm calling from and realize I'm calling to cancel the order (my right, and well within the 24 hour timeline). Then called from skype so that they cannot decipher the phone number, someone answers the call immediately (they don;t take your call if they know you're calling to cancel, and keep you waiting at a premium cost until you give up) . They say they'll call back to see what can be done - what can be done about what - you just feel so helpless you cannot do anything about it because no one in stores will help and customer service is so appalling! I simply need to cancel an order! Finally they promise that they set off the cancellation process (which takes up to 48 hrs) So we still do not know whether they'll cancel it (these people cannot be trusted).
Please please do yourself a favour, even if tempted, do not go into these stores. Dealing with customer service is a nightmare (this was a simple order cancellation - most companies allow this online!- imagine if this was something more complicated e.g. making a claim under warranty) and very expensive (several calls wasted to get to speak to someone, on an 0844 number). They get your money and then they don't care at all. The staff in stores was extremely unprofessional and unhelpful. I would advice even my worst enemy to not even consider using this company.
The complaint has been investigated and resolved to the customer’s satisfaction.
delay in delivery, unfriendly customer service
As the name suggests"Dreams" Just dream about your beds and furniture being delivered on time to add to this you find a very RUDE and I mean rude customer services on a premium number. I ordered a Bed at the Aberdeen store on the 17th April 2011 and was promised delivery within 10 days and paid an additional £35 for the delivery as with Dreams you cannot collect / pickup your order in store, what a shame.They claim that you can change your order delivery online and believe me its a big LIE they are a bunch of jokers running this business. I would not Recommend anyone to buy stuff off them. Highly disatisfied with the service.
I am reporting this to the trading standards for sure!
Delivery done without the centre support bar, took 20 days for delivery, contacted the store and the customer services and was advised that I will not be given the centre support bar for the bed free of charge it would cost me an additional 45 quids, what a shame, bed cost 99, support bar 45, I feel cheated, I was never advised of this when i was buying the bed. They are cheats, DONOT BUY THE BEDS FROM Dreams...
The complaint has been investigated and resolved to the customer’s satisfaction.
they sell second hand beds
Yuk! What a disgusting store. Went shopping with my daughter and whilst looking in the other bed stores on the estate I was warned about dreams from other shops. I was told this store is the regional clearance centre and they sell second hand beds upstairs! Yes, you heard it. They let customers sleep on the mattress/bed for 40 nights and if they dont like it they can comfort exchange it for another. All of the used beds are then sold at this outlet store. Disgusting! Some mattresses had dip holes in them, sweat stains, urine, blood and dirt. Totally revolting. I asked a sales person... And they say it is ex-display. They sell beds, used and full of stains. Stay away!
The complaint has been investigated and resolved to the customer’s satisfaction.
So you've never stayed in a hotel then? How many people have slept in the bed you use in a hotel? Literally hundreds if not thousands...
It seems to me the company are offering a service to their customers to swap a bed they don't find comfy and then offering the beds they take back in a clearance centre - if you want a new one buy a new one...
ripping off disabled people
Hi,
My elderly mum is disabled due to having a serious illness. She recently bought a bed from Dreams Beds at Clifton Moor, York. She was told by the sales person she was buying an all singing and dancing electric bed, but was only sent a basic model.
Dreams are now denying that she ordered this bed - but I was with her and I know that she did. The CEO hasn't got the decency to honour the order and Customer Services are bullying her. They won't give her a refund even though the bed hasn't been used. DO NOT BUY FROM DREAMS THEY RIP PEOPLE OFF!
I have started a Facebook group " Dreams Beds Rip Off Disabled People" Please encourage everybody you know to join this group.
Thanks
The complaint has been investigated and resolved to the customer’s satisfaction.
dreams beds should be re named nightmares
bed and aftersales
Within one week of having new £799. Bed frame and £1499. Mattress the leather headboard has started sagging, 2 lots of slatts have broken of the centre piece and the centre metal rods have bent, it makes lots of noise and is the most uncomfortable sleep ever! The aftersales is non existant as the salesmen do not want to know, a repairman eventually rang yesterday (1/12/10) to say he would be calling to check the bed before 5pm but never turned up and never rang to cancel the appointment so now have to wait till 16/12/10.
broken bed
Bought a bed from dreams for my daughter. On the second day after receipt I lent over to make the bed which duly collapted totally broken. the base was all in pieces. I phoned the shop but no good - must ring customer services. They sent an inspector who said nothing other than customer services will phone you. I certainly do not want a replacement just my money back for a very poor product. I am now told they don't refund money and they have the right to either repair the bed or replace it. It's all in our 'Terms and Conditions' was their answer to my demand for a refund.
I don't want a bed that is 'NOT FIT FOR PUR[POSE' and I am amazed that the law doed not uphold this but lets Dreams get away with it flouting the law of the land. They are a disgraceful company and NO ONE SHOULD EVER BE ALLOWED IN THEIR SELl SELL SELL shops.
The complaint has been investigated and resolved to the customer’s satisfaction.
Well i really do wish i had read up on these statements before i went and bought a bed from this shop. a brand new bed been used 3 months and broken the legs broke off which caused the whole frame to bow and bend un fit for anything. took one of the broke parts to the shop to be told what do you want us to do. so i left very annoyed rang customer servies to be told 4 different things every time i ring and compeletly different to what the shop say. since then the shop have lost the broken part. the shop manager is a rude slib who has never got off his ### in all the times i went in to the shop. now after 5 weeks of fighting and waiting for collections and taking unpaid days off work to wait all day i have now taken the broken bed to the shop and been told i will get a refund when they are ready. i might as well have just sat and burnt my money as in the meantime we have had to buy a new one.
I WOULD NEVER TOUCH THIS COMPANY AGAIN AND MY ADVISE TO ANYONE IS AVOID
I wish I had read this before buying a bed from Dreams. The bed broke within a week and 2 and a half months later we are still waiting for a replacement. We are now on our fourth promised delivery date but I have no confidence it will turn up this time either. The customer service personnel are liars and barely literate at best. They tell you whatever they have to to get you off the phone. The manager of the store is also a liar and a creep who never does what he says he will do. The bed is still broken and the mattress is on the floor as there is no other way to sleep on it. This bed cos well over £800 and we are left wondering what on earth we will do. I guess because they are so bad at what they do another complaint is just that and they could not care less. The bed must have been broken when we got it and is definitely not fit for purpose. Do NOT buy a bed from these charlatans. They are cowboys and sell badly manufactured dud beds. And really do NOT pay for the insurance as it is nothing but a joke and a rip off. AVOID DREAMS AT ALL COSTS!
poor everything really
Where do I start...
I ordered a bed with this company. Isincerely wish I had checked on the web first. We pad 1100UKP for a bed. It was delivered on time.
The bed type, was Sophia bed with a mattress lift frame. The bed, as we subsequently found uot requires two people to assemble. It requires a coupel of allan keys and a spanner. It also requires instructions. Unfortunately, niether the correct tools or instructions were supplied. We did speak to the sales rep who supplied us with the bed and he managed to get a copy of instructions for a similar bed over to us.
we soldiered on until it came to assumbling hydraulic hinges so we could raise the mattress, it was at that point that we discovered that the spanner and other tools were missing (they were meant to be supplied). We then phoned up the company who manufactured the bed. Unfortunately, that company went into liquidation 4 months before the bed was sold to us. While the people at the other end of the phone tried to help us, unfortunately they could not do much.
I am trying to resist throwing a track here. As an engineer, I must say that Dreams is not, by any stretch a quality company. We were sold a bed, that was not of merchantble quality (was not complete) was not properly supported (original supplier went into liquidation). We have therefore been ripped off in my opinion.
Like others we cannot get through to the Dreams "Customer help desk" . DO NOT BUY FROM THIS USELESS COMPANY
The complaint has been investigated and resolved to the customer’s satisfaction.
omg this company is a disgrace, we bought two beds back in may and still no sign, we was told that they was going to be delivered on the 7th of july but yet again no sign, and yes yet again was told the beds was definitely going to be delivered on 14the july but guess what yes you guess it no bloody beds. was told by the store manger on the 7the that the reason why people aren't getting there beds is the company who have a contract with dreams wants to get out of it so they are messing up orders and peoples life's. my 5 yr old as been so excited about his new cars bed and yet twice i have had to tell him its not coming, how can they play with his feelings like this. DON'T EVER GO TO DREAMS FOR A NEW BED as you will be waiting a hell of a long time.
Had a dreadful delivery driver rude and not at least bit interested in the job, was only interested in making his job as easy as possible, with minimum work . A totally unpleasant individual.
I would advise anyone not to use Dreams or any company associated with Consort Furniture of Hull.
never experienced such bad service
We have recently bought a bed from Dreams and I do not think I have ever experienced a worse level of service in my life. The bed we ordered arrived one month late after they failed to deliver on four previously arranged occassions. However, this was not the only problem. Rather than delivering a brand new bed they have delivered a second hand bed coverered in dents and scratches. Their customer services have consistently lied to us about when the bed would arrive and what condition it would be in. Furthermore, now the bed has arrived several parts are missing and it is therefor unusable.
FOR ANYONE THINKING OF USING THIS SHOCKINGLY BAD COMPANY, THINK AGAIN. BY GOING ELSEWHERE YOU WILL SAVE YOURSELF A GREAT DEAL OF TIME, MONEY AND AGGREVATION.
The complaint has been investigated and resolved to the customer’s satisfaction.
Absolutly agree with these complaints. We too have been left feeling as we have been mugged. dreadful company. Only interested in grabbing the money and running. Appauling customer services. Would strongly recommend to anyone looking for a a new bed that they avoid purchasing from these people.
Hi Khan8686, do you have an order number so that I can look into this please?
Hi there,
me and my husband have never experienced such shockingly bad customer service delivery. We ordered the Michigan bed suits more than 7 months ago. The suite came two months late then the delivery date arranged. When it arrived the beams of the bed were damaged and eventuually the beams of the bed started to break. It took us 7 months of mindless chasing up and an incredible amount of hassle to get them to take the bed back as they would not refund us our money. Finally it was agreed that we would be able to exchange the michigan suite for a bed of our choice as they refused to let us have our money back. Today was the day of the delivery and I have been informed that they will not be taking the Michigan suite back despite spending all of last night emptying our belongings so that they would be ready to collect by delivery. We were also informed that they would not be assembling the bed to be delivered even though we PAID FOR THIS. I COULD SAY MORE BUT THEN I NOT END UP FINISHING.
DREAMS BEDS ARE THE MOST DISORGANISED, DISAPPOINTING, AND DISHONEST COMPANY I HAVE EVER DEALT WITH. I SINCERELY ADVISE THAT YOU DO NOT PURCHASE A BED WITH THEM. GO SOMEWHERE ELSE.
we ordered a bed from dreams, the service in the shop was seem admirable, the order was placed on 26/12/11 and we were told the bed would be delivered within 28 days; at the start of January we received a phone call telling us our double bed would be delivered on 25th January, on receiving a telephone call on Monday 23rd asking us if it would be suitable to deliver on this day between 9.45 and 1.45 we made arrangements for our local council to remove our old bed, after they had been and correctly disposed of our bed, i got a voice-mail telling me or bed wouldn't be getting delivered today there was a problem putting our order on to the delivery vehicle so i phoned my local store who again was very helpful and they gave me the telephone number for the delivery company (yodal) but for some unknown reason they couldn't tell me why there was a problem, they then told me they would send a message to someone else and they would ring me back never heard a thing i rang several times got nowhere even when telling them that i had no bed to sleep on this evening and that i had lost a days pay staying off work waiting for them and that my husband is disabled its a joke they should be stopped from trading i will see what tomorrow brings not holding my breath. They state in their website they have a 30 day delivery deadline so the buyers can cancel there contract, me and my husband will be looking in to this.
we bought a £3000 adjustable bed and the right side had been built the wrong ways round . order the bed 24/8/11 and still waiting for the replacement half we where promised the half will be with us in 3 weeks from the date we have given up trying to get things sorted, we kept getting crap of the sales team yes it will be there (not) we are so fed up with this lot thy should be stopped from trading . they live and breath lies . as a final scream we are going to get them to take the beds away and we shall go to a more reputable co
PS still waiting for the other half while writing this
dreams beds - absolutley the worse company i've come across for customer service and delivery.
bought a single bed, paid for delivery and set up, but, bed would not go up the stairs. was charged £82 to return it. went back to the store and was informed that they could do nothing and had to ring cust service which was a total waste of time.( would not refund any money ) had to buy another bed which came in two halves and assured that this would go up. guess what, it didn't. This time the bed was left, Managed to get the bed up with the help of friends. So they've got two lots of set up fees ( £30 ) a dearer bed and £82 for taking the first bed back! don't touch dreams with a barge pole.
Dreams sell many thousands of beds to many thousands of very satisfied customers. Occationally companies can and do get it wrong. ALL businesses who practice a good attitude towards customers deliver with this high expectations of service to customers. Its a shame when some customers choose to deprive others the opportunity to enjoy the best products prices and guarantees in the bed world because they experienced bad service. This is an isolated incident for sure. I have found Dreams to be a very professional ethical company and would have no hesitation in reccomending them to my family.
poor customer service
The worst customer service ever. I ordered a bed then within the 24 hours notice time chaged to a smaller size which was acknowledged by them. The bed turned up and it was the wrong size, different to my original order and the amended order. The paperwork and refund of the difference receipt turned up later that day confirming they had booked the wrong item on the order and refunded the wrong amount. There then follwed over a week of calling their premium rate customer service line with up to 30mins wait or getting hung up on while on hold. They claimed they had supplied what I ordered which was obviously not true. They said they record all phone calls to which I said "Good, you go listen to it and it will prove I'm right" only to be told "Oh we seem to have lost the recording". By this time I had had it with them and decided to go for the jugular; I called them liars, and guilty of fraud, I told them I believed they had deliberately erased the recording because it proved me right, I told them that I did not believe for one minute that all the supervisors were in a meeting, that I lived close enough to come down to their head office and I would sit in their reception and refuse to leave until I was dealt with and that I hoped they would call the police because I would so much enjoy the bad publicity I would ensure they get over the way they treat a customer who had just spent £800 because I would bring my brother with me who works for the Sun (a lie), that they would have to accept the letter naming all the people who had failed to deal with my complaint (I had started taking names politely at the start of each call where I got to speak to someone). At that point a supervisor suddenly came on the line (Amazing, considering the first person had never left the phone and the supervisors were allegedly in a meeting). I told the supervisor of my disgust and how their policy was obviously to wear people down until they give up. This person sorted out the problem to my satisfaction on the spot. So with this company it pays to act crazy and make threats. 6 months later the bed with no excessive use started to creak where the flimsy STAPLES holding it together started to come out. I only weight 11 stone and was the only person to ever go near the bed. Final verdict; Never buy from "Nightmare Beds". If you have a problem with the matress read their instructions on how often to turn it and say to them "I turned it ? often" exactly as it says otherwise they will say you haven't followed the instructions and it's tough luck on you. When they deliver run out to van and check they have the right thing before they get it to your door, if you sign for it you could be stuck with it. If you have the capability record all your phone calls and make a note of te etime and date when you made them and from which number, you might need to turn the tables on them, I wish I'd done that. I will never buy from them again, in fact it got me so upset that I could not face reporting the bed falling apart because it would just cause more grief. I'd rather put the matress on the floor and throw the creaky base.
The complaint has been investigated and resolved to the customer’s satisfaction.
A few weeks before x-mas I bought a Brown Leather Mistral Ottoman bed from them which I paid for Delivery and Assembly. I was told they would be in a SMALL Box Van so they could deliver and assemble. The Delivery team then turned up in a massive lorry and couldn't park it within the "Allowed Delivery Distance" so I would have to go and pick it up from store, I did that and started to assemble the bed at home only to find that the support posts for the bed were out by 2-3mm and that I would have to order a replacement set before I could complete building my bed, this was 4 WEEKS AGO. I rang up and ordered a replacement, and was told due to the fact it was 2 days before x-mas that I would have to wait 2 weeks for the parts to be delivered to mine, After being ill in hospital I rang up while there and told them to re-arrange the delivery to store. I got a call to tell me that my order had arrived, only to go all the way there to find that the staff had no recollection or invoice for my item. the manager himself then rang up to the Customer Services, was told they had no items on the screen and so he re-ordered the parts. He was told they would be there in a week and that they would be in by Friday. Friday came and went and the staff at the store had not received them and on the Customer Services line had mostly no idea what we were on about. I've been sleeping on the hard floor in my room for 4 weeks now, I recently gave up trying to sleep and have currently been awake for 58 hours, I already have scoliosis of the spine and it has only been making it worse. I feel completely used and dejected by this, and think this is the worst case of Customer Service Care and Control I have ever seen. And that includes 10 Downing Street!
I ordered a bed and base + headboard in June 09 It was delivered in August as we were away for a month and told dreams that we would have delivery when we got home. Had this bed for 6 weeks found the mattress was faulty. Had to choose a new mattress + base after haggling and saying seeing I had bought it as a set I wanted the same as replacement. Had to pay extra money and did not get the drawers we had before. The new bed was delivered in October and had that one 6 weeks and found that the base was faulty had not been stapled properly. This week January 11th 2010 a new base was delivered the guys delivering it put it together put the mattress on and he said that the m was faulty so now we have to wait until 21st January for someone to come and see the mattress. Honestly I paid £990 for this and could have gone anywhere to buy a bed cash. The customer services are rubbish and you cannot be put through to a manager. Do not buy a bed from dreams.
good advice about mantaining records of converstaions who you sopke etc. Will always check product before signing. Was considering going to this store to purchase a guest bed may now continue my sreach on the net and look at alternative stores. Thanks you for your tips and good account of your problems. I always say that you can only say a company is good when you have a problem and they offer a good after sales service.
shocking service
An absolutely appalling standard of service from this company. First of all they have they audacity to charge a delivery fee of £29 or £32 depending upon whether you want the bed dumped at your door or taken upstairs. Delivered the bed on the day they said they would, except the bed did not have any bolts or screws with which to build it. Told by customer services they would be sent that day and I would receive them the next - next day no sign! Phone call the next day asking if I would like to organise a date for my double bed to be delivered? Confused - you bet! Customer services again, parts will be sent out today, be with you tomorrow - next day, still no sign. Customer services again, demanded refund and that they send someone to collect the lumps of wood they delivered, told I was not entitled to a refund as I did not have a faulty product just an incomplete one! Letters have been sent to Chief executive and directors of the company allowing them to call asap or they shall be reported to trading standards. The sooner this company are severely affected by the credit crunch the better!
I feel your pain entirely.
Ordered £1000 worth of bed and received exactly on time - that's where all hell broke loose:
Bolts and assembly instructions included were for a completely different bed. Called Customer Services and they offered £70 compensation and delivery of the bolts in 3 days. Not entirely satisfied with this I called the store and spoke to the manager who sold us the bed. An absolute star - he called the warehouse while I was still on the phone and demanded that they deliver the correct package the following day (Sunday) as he knew they'd be in the area.
£70 up and bolts the next day - I was more than happy to spend the night on the floor.
Next day they turned up on time again and delivered...a slatted base. With no bolts. They claimed total ignorance of the actual problem and said they were told to swap the bed base and nothing else. Called the warehouse and asked them to send bolts and instructions the next day. Night 2 on the floor. Bearing in mind my wife is pregnant.
The following day the store manager tells me he's personally going to the warehouse and will bring the bolts back to us. Sure enough, he's given bolts - TO THE WRONG BED. He actually dismantled the display bed in his store and gave me those fixtures. Sadly it was an older model and these bolts don't fit either. Night 3.
Today I have called Customer Services again to find out what happened to the bolts I ordered on the delivery day, 3 days ago. They were never ordered. What's more, I was offered £70 worth of Dreams vouchers NOT cash. Why they think I'm ever going to shop with them ever again I don't know.
Night 4 on the floor this evening - let's hope the promised couriered bolts turn up tomorrow and actually fit.
this company should not trade!
I ordered a headboard which failed to turn up in 4 weeks as indicated on the invoice (It did turn up on the 30th day with the wrong size though). The branch sales people were most unhelpful. When asked for a refund, they said that I had to phone up the Customer Service Dept. After waiting for over 20 mins on a 0870 number, the customer adviser simply asked...
Read full review of Dreams and 47 commentsworst customer experience ever!
Two beds were purchased from dreams (=a31463) (Order no. 020 I 359). Delivery: both delivered on 17th july 2007. Not taken to bedroom but dumped in the hallway. So could not check at delivery. Quality: 3 of the divan drawers broken, fabric torn in various places. Customer services: non-existent. Takes 50 minutes to get through. Standard answer - cannot...
Read full review of Dreams and 34 commentsDreams Reviews 0
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Dreams emailssales@dreams.co.uk96%Confidence score: 96%sales
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I used their Comfort guarantee but after requesting the return of the bed which was over £1700 there were no comparable rice beds so was forced to pay out more money for a different brand. This is a con by Dreams. This guarantee is only worthwhile on cheaper beds. Charalatans would not recommend to friends and family.
I am sorry to hear of the problems you have had. Could I please have your order number so I can look into this?