dreamsleep.co.uk 

After I had a hissy fit before Christmas about being let down a day before delivery and leaving a scathing review - bed showed up
today on time and very efficently installed by Stuart and Stephen who took great care taking it up a difficult route to bedroom - The electric bed looks very well constructed and by the weight of it should last for years
Appears a bit hit and miss who you get in customer care to resolve any ordering issues
Pity really as salesman at Blackburn branch was excellent as was installation team. Customer services is interface between product and customer - perhaps employ more people in this important role or train more

Purchased a mattress in march me and my partner both done a sleep mach and was given a choice of mattress to chose from the mattress was almost a £1,000 both me and my partner are not sleeping properly and suffering severe backache both been to the doctors and been told it’s our mattress spoken to the shop we’re we purchased it and not bothered very rude staff I’ll be speaking to my solicitor in the new year as this is no joke so please be aware when visiting these stores well today was a shock had a phone call from dream’s saying they are going to replace my mattress thank god well done dreams

Disgaceful service bed delivery delayed over 3 weeks when arrived bed mechanism only work the first night since then everything dead no one can tell me dispite repeated phone calls when they will come and fix it never again will i use or recommend dreams stay clear

DO NOT PURCHASE A BED FROM THIS COMPANY…… absolutely shocking customer service…..we ordered a bed on 6th of November and got told it would arrive on December 8th, fair enough!!!! A day or two before we were emailed stating it will be here on the 15th with a poor excuse of an apology, fair enough !!! We emailed them to say we weren’t available then so please deliver on the 17th….. we received another generic email stating it’s being delayed again !!!!!! We emailed again !!! No response……. We have just logged onto dream’s account and it’s due to be delivered on 29th December!!!!!! WHAT A DISAPPOINTMENT they are quick enough to take payment from us but nothing in return!!!!!!

I had a bed and headboard delivered. The bed 4ft 6 but the headboard is 5ft. I tried to ring them but after waiting 2 hours for someone to answer the phone I sent an email instead. After several emails telling me that had not forgotten me I eventually got a reply. I have to have someone to come and fit it for me as I can’t fit it myself. Good luck with squashing it down to make it fit. Then a report needs to be made to resolve the problem. I’ve tried to book an appointment but the only appointments available means I need to take a day off work. I have asked them to collect it and give me a refund but I doubt that will happen. I will never buy anything from them again.

my son paid nearly 2000 pounds for bed and told it would be delivered on the 8th of dec delivery driver rung and said he only had mattress so rung customer service and they offered me an airbed absolute disgrace they cant offer me a bed because they dont know whats happening and wont give me my money back till they find out whats happening now sleeping on setee till they sort it out absolute rubbish

Bought contract beds (which are meant to be of the highest standard) 8 years ago for a holiday house, normal use (a lot in summer, little in winter) and now they squeak so badly that paying guests are complaining and I have to replace them. Dreams customer services said in a telephone call that they recommended replacing beds every eight years - and I am not referring to mattress replacement, they said I should replace the whole bed after 8 years. I have tried at least 8 further times to get a written response from customer services, but they simply don't reply except to say they are dealing with the request and will be in touch. I cannot recommend Dreams beds. They are poor quality and customer service doesn't work.

Recently bought a mattress from Dreams Middlebrook, Bolton. We were dealt with by Sam, couldn't have been treated better, this guys is a legend!
If you want a new bed - ask for Sam at Dreams.
10 out of 10 for service!!!

Recently purchased a bed from Dreams in Bentley Bridge, Wolverhampton, and cannot praise the staff that I dealt with enough. They were not pushy and new their products well. Initially just enquiring they did take details and said they would contact us if any prices changed, which they duly did as there was a on the particular product i wanted.

Only left slightly disappointed on delivery day as the van had broken down and would not be delivered that day. I phoned the store as I couldn't get through to anyone else and they were extremely helpful and find out the problem and kept in contact with me. Unfortunately I had to sleep on the floor for the night. But the bed did turn up the next day and I cannot fault the two gentlemen that delivered and fitted the bed.

Perhaps it might be useful to contact customers in such circumstances and forward them that there have been problems earlier in the day rather than have them waiting around.

Other than this slight glitch i was really pleased with the service and products I received.

Thanks

On 22 August I posted on Trustpilot a five-star review of the excellent service I had received from Dreams High Wycombe. That review still holds good.

BUT, following delivery of the bed, I FEEL I NEED TO RELATE A CAUTIONARY TALE TO ALL PROSPECTIVE DREAMS CUSTOMERS.
Only after my mattress had been delivered and the delivery men had departed did I notice the damage sustained by my walls. The one up the stairs bore several scuff marks (most of which I managed to remove with a magic eraser), but in my bedroom they managed to tear off to the plaster beneath a piece of patterned wallpaper measuring some 80mm long x 30mm wide. On the advice of Dreams High Wycombe, I took photos and lost no time in sending a very detailed and polite Email to the company’s Property Damage Team. (The very fact that Dreams has a Property Damage Team implies they are far from unfamiliar with customer complaints of a similar nature.)
I had fully expected a considered Email from the PDT, detailing my options. It was an unwelcome surprise, therefore, when I received an unexpected telephone call from a lady in Dreams Customer Delivery Team offering me a derisory £75 in compensation. I had not expected to be put under pressure by telephone from a team member at a time when, as it happened, I had far weightier matters on my mind. Nonetheless, in spite of being put on the spot by this unsolicited call, I made a judgement call based on my firm belief that we still had a partial roll of wallpaper here. Based on this and an idea of what my paperhanger would charge, I guesstimated the sum of £125. This was agreed by the lady in question who repeatedly asked if I was happy to close the claim in full and final settlement. I agreed. That was my mistake. Only later that same day did it become apparent that the roll no longer exists, having been used to repair previous damage a couple of years earlier. Making matters worse still, I find that that particular pattern is no longer available.
When I Emailed the CDT, I was informed that they “have had the call re listened to as the calls are recorded, and can confirm on the recorded call you are asked quite a few times if you are happy at the amount you have suggested to close the claim in full and final settlement and you agreed”. This is true. But I pointed out in a subsequent Email that what that call also reveals is my repeated hesitancy in the face of being telephoned out of the blue and feeling under pressure from a member of the Dreams Customer Delivery Team.
Most regrettably, my request for some negotiating room was dismissed. As a result, my purchase from Dreams will end up costing me very much more than I had budgeted, thanks to the carelessness of the Dreams delivery men. Clearly the loss of future business from a three times Dreams customer is as water off a duck’s back to the firm.
I URGE ALL DREAMS CUSTOMERS, IN THE EVENT OF HAVING TO LODGE A COMPLAINT FOR DOMESTIC DAMAGE INCURRED DURING DELIVERY OF THEIR DREAMS PURCHASE, TO INSIST ON RECEIVING A WRITTEN COMMUNICATION DETAILING THEIR OPTIONS FOR COMPENSATION. ON NO ACCOUNT SETTLE BY TELEPHONE DURING A CALL FROM DREAMS’S PROPERTY DAMAGE TEAM OR CUSTOMER DELIVERY TEAM.

Ordered a bed for our new home and had to wait a few weeks for the delivery. Delivery day came, van arrived and our bed (somehow) wasn't on the back of the lorry. The lorry drivers then phoned us a few hours later to say it wasn't in the warehouse and we had to ring customer services. Did that and CS say the bed was definitely in the warehouse. Queried them on delivery driver saying it wasn't only for them to admit they wouldn't know for sure until the next day.

Few hours later, delivery driver phones again to say they've got it and they'll drop it round that evening. Waited around (we were going away that evening for a few days) and they never showed up.

Customer service apologises, tells us they'll deliver the bed the following Saturday. Van doesn't show up in allotted time slot, we phone customer services, they claim that particular van is delayed by 2 hours but it'll definitely arrive. Never does.

Contact customer services again, they tell us a manager will phone back that day before my girlfriend has to return to work in a school the next day where she's unable to answer her phone. You guessed it, they never did.

Back onto Customer Services the following day who can't explain why this keeps happening, and offer to deliver the bed in another week's time (despite telling us we were on a priority list).

Customer service seem completely clueless on the status of our bed, and cannot seem to explain exactly what's happened to cause them to fail to deliver on THREE separate occasions. At this point, I question whether our bed has even been made, or how this company continues to operate.

Sick to death of having to deal with customer services who can't seem to stick to a promise. Another delivery date offered, but what's the point... we'll wait in all day only to be let down once again.

DO NOT BUY FROM DREAMS. They'll waste your time and judging by the other reviews on here, the wait won't even be worth it.

Terrible mattress and customer service, we spent £1000 on a Therapur mattress from dreams. after a few months it started going out of shape and bulging. you have to stay in the middle of the mattress because there is not support at the edges. Dreams sent out a rather rude and smelly man from homeserve, who laid on the bed and said its ok. Dreams now wont do anything about it. Disgusting.

I wish to complain about your ill mannered delivery drivers. They sounded like they were from rough end of Bristol. Shouting about where I lived and the kind of car I had on my driver. I was left speechless. Not what I expected as a paying customer, who had paid more than initially intended for a mattress. So I'm never ordering from there again.

Wrote a review back in May praising Dreams customer service after the new bed base was damaged, well the replacement sides arrived yesterday, and 1 star is extremely generous!! The customer service yesterday left me beyond fuming and extremely angry!!!
So had my morning phone call from the delivery crew, they were running 90 mins ahead of plan, great news, I asked are you taking the bed away yes I was told, great news, but that's where it ends! Van pulls on drive, guys look at parts, we can't get the fixings out of the sides and we haven't got replacement fixings, but we can make a call to order fixings then book another slot to repair, so that mean I have to take yet another holiday, the reply was that's my problem not theirs!
I offered a solution to get fixings out and even demonstrated it, which was better than their effort of dropping the sides on the floor. In the end, being a Friday and wanting to clearly finish early, the could leave me the sides and would be my responsibility to dispose off, what I was supplied damaged goods and it's my responsibility????? Or they could take them with them and I would have no bed sides until the fixings were ordered and another slot booked, so the bed was unusable!!!! The guys were just Jokers, in the end the drove off, they made no call to order fixings,leaving me the damaged sides and new sides. At this point my blood is boiling.
Rang customer services, and all I can say is just as useless as the delivery guys, I had to calm myself because it was unfair in the individual on the phone because the issue isn't their fault, but they just dug a bigger hole especially when I was they had spoken told the deliver drivers who stated I damaged the fixings and that's why the left because it was my fault!!! Oh so it's two employees against the customer!! Oh nothing mentioned about their method of dropping the sides on the floor. And it was my problem to dispose of the damaged sides.
Now I'm waiting for a customer services managers call.
After ending the call, with very little choice I have had to repair the supplied damaged goods myself, and it only took less than 5 minutes to remove the fixings, now that's fantastic customer service!!!!!! If dreams ever want the one point lesson on how to remove the fixings effectively in less than 5 minutes give me a call.
The biggest shame the delivery guys knew this was a know issue, yet there's no continuous improvement process to ensure the right fixings are available, or the delivery guys are just bone idle and haven't mentioned it to anyone.

I bought a bed frame from Dream Beds and it’s very nice. Now I’m finding that all the bed slat clips have literally disintegrated. There is something wrong with the plastic as it is brittle and often there are pieces on the carpet under the bed. This bed is a spare and is little used so it’s not from wear and tear. I’ve left messages for customer service asking for replacements but don’t get contacted back.
Can someone please contact so I can have a bed with new clips so I have safe slats on the bed?
Thank you.

I would like to say the staff in our dreams beds are great they are so very helpful they give excellent advice
We really feel like they listen to us and give great advice
We feel they do not rush us to purchase any items
I would definitely recommend this staff in our Romeo corner Romford Essex branch

I purchased a Feather&Black mattress in December 2020. Within 3 months the mattress had started to lean by 6 months the lean was at least 2 inches in spite of us turning the mattress as instructed. I contacted the store and they passed on the complaint to customer services (with photographic proof). I was the visited by Homeserve for a survey of the problem and guess what the found the mattress was OK. The never even mentioned the fact that it was leaning over. Dreams wrote to me saying that no fault was found. If you looked at it you would say it was fit for the tip. If you want a good mattress and good customer servce go elsewhare.

Bought a sofabed back in 2019 the transaction went well at the beginning but the problems started when after a week or so the plastic brackets became brutal they sent replacements which lasted 1 month but because they were poor quality and the bed was constructed poorly the MDF square wooden sidings started to separate causing the bed to be unusable when approaching them about it they just didn't care and fully ignored us after hearing the company they got the home serve R£T@RDS scammers came and did a report and in it stated that the SofaBed was not for sitting on and voided the warranty so a £500 Sofa Bed advertised for sitting and sleeping on is not for sitting on anyways I got rid and went with a local small business not far off from LlanfairPG

Dreams Llandudno

What a complete farce of a company!
Ordered an electric bed with headboard for my elderly father back in March, we were told that it would be a couple of weeks due to no supply. We were asked in April if we would like the bed without the headboard, I said no, i would for the complete order….So July 16th everything was supposed to arrive! yay! …no!
The bed arrives, no headboard. Customers services…well, they are another joke! They have no idea where the headboard is, and can’t get an answer from the depot! 4 phone calls later and 24hrs…there are no headboard in the country! So, why did they deliver an incomplete order? No one can answer that! When will the headboard be here….well, 5th August…but NO guarantee in that date either!
Someone will ring me within 72Working hours! Of course today is a Saturday!
Will I ever order from dreams again? No! This year I have spent over 5k with them..and all i have got is this rubbish!
It would have been easier and quicker to have gone on to eBay and bought a second bed base with headboard and bought a new mattress, significantly less money and a lot less hassle!

I am a 70-year-old pensioner I am disabled I really struggled to pack my old bed and mattress in the sacks for the delivery crew to collect and I slept on the couch on the morning of delivery they rang and told me they aren't coming I am unable to unpack my old bed because it is too hard it will be a week before they are coming in the meantime a have to sleep on my couch for a week before they will come maybe coming so thanks dream beds I hope you have a good nights sleep because I know I wont.