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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 me to confirm the cancellation in writing and they would only refund if the goods don't turn up in the next 14 days. This must be my worst customer experience with a public company!
![American Furniture Warehouse [AFW]](/images/business/48-48/106476/american-furniture-warehouse.png){kind=small}
My son in law ordered a bed and mattress also spare mattress for another bed, this was beginning of August. Six weeks later they phoned to say go in and settle the balance as the order was ready which was done and he asked them not to deliver yet as his wife (my daughter) was in hospital. Sadly my daughter died. He asked them to deliver the spare mattress on its own so that we could use it to put some relatives up for the funeral. We were told a load of lies about how they couldn't split the order but if he went in to pay extra delivery charges they would deliver today the 24th Sept. This was paid but no delivery has been made and on phoning have been told that the mattress hasn't even been made and will not be delivered until the 14th October. My daughters funeral is on Monday 28th September, why put us through all this at a time like this, it feels as if they got a kick out of giving us the run around. Shame on them. Don't believe anything they tell you it's all LIES.
I bought a single bed from dreams for my grandson in July 2014 after 18 months it started to fell apart at the base, I got no help from customer Service they did not want to know they should be called nightmare beds not dreams.
We purchased a super king bad and mattress in 2012 costing over £2, 500. The handles at the side have split twice now (once fixed under the warranty) as the mattress is just too heavy for the handles when turning etc. The real problem is the comfort of the mattress. It was very comfortable and supportive when we bought it but it has continued to soften until the point it now induces back pain when slept in. We would expect a degree of give but this is ridiculous. We have even put a wooden board under the mattress to give it firmer support than the bed base. We contacted Dreams and, again, they sent out someone to look (extended warranty). They said the mattress was 'within tolerance'. Dreams have consistently failed to display any sort of customer service, their stance being " you could have returned within 30 day " (or however long it is). Other than that there is no concept of customer service or goodwill or anything. However our mattress has been made, its components, materials, construction etc - it just doesn't perform as it should. Shocking product, shocking response from Dreams - never again from such a crap company.
Sorry to hear this, I had a similar problem. Their made up "acceptable tolerances" is a ridiculous way of determining if there's an issue. I've started a campaign to "out" their terrible practices.
web: www.dreams-beds.co.uk
twitter: @beds_dreams
facebook: https://www.facebook.com/DontBuyFromDreams/
I am having trouble at the moment. My day bed collapsed on the second day when my adult daughter sat on it. The plastic clips don't keep the slats in. They just fall out. I rang and they sent more slats and plastic clips. I rang today as it has collapsed twice more on me too. Apparently i have to wait for the manufacturer to send someone to inspect it. Meanwhile I will just have to keep picking myself back up when it falls through. I am really disappointed and frustrated and done know how long till they send someone and even then I will have to wait while they decide whether its a fault etc