dreamsleep.co.uk 

Hello Dreams Beds Team ,
I would like to thank you for handing my order in a such professional manner.
Customer Service and Assembly Team were Fabulous!
Thank you again

Mrs Elena Hunt

We purchased an expensive Dreams Therapur mattress 4 years ago initially the mattress was good and we followed the guidelines for use i.e. rotating regularly.However, we have recently found that the springs at one point on one side are collapsing.

Dreams customer service was non existent only recommending a company called Homeserve who have been to inspect it but have identified this as wear and tear, if this was the case it would surely affect the whole mattress and not just one point.

The mattress comes with only a 1 year guarantee even though the company recommend replacing it after 8 years.

I would certainly not recommend this company!!

I have had an excellent experience. Brilliant portal, great delivery and my son is very happy with his new bed and mattress, done another order.

I purchased a mattress from this company. It was unsatisfactory, uncomfortable and I was unable to sleep through the night as it dug into my body. When I requested a refund I was told that they never give refunds and if you want to pursue any form of exchange, I would need to apply through their own refund policy. In the end I agreed to this but as the mattress was so unusable and I had been sleeping on my old mattress, the 3rd party inspection found nothing wrong with the mattress. This was because the Dreams Balearic mattress has been standing against the wall in its' wrappers approximately 10 days after I bought it. I tried going through the Furniture Ombudsman but as the inspection team found nothing wrong with the mattress (it had not been used since I bought it towards the end of last year) and my case was closed. I am now stuck with a practically brand new Balearic mattress in its' wrappers against my wall and Dreams have closed their case. I would not want anyone else to experience what I have so please do not purchase items from this store.

I purchased a silent night mattress from dreams . They gave me a less amount of days to the norm , to return if it wasn’t comfortable for me with having a spinal disease . They gave me £70 of free pillows and a lovely advanced mattress protector for free . Delivery was super fast as I was without a mattress . Great customer service and the mattress is the most comfortable mattress I’ve ever had . Well done dreams !

Absolute disappointment with the tv bed, which started giving me problems from week one of receiving. Got it repair... Broke down again. Changed all parts again, worked for just under a month, same problem again.
Decided I had enough and asked for the refund.Due to lockdown, they weren’t collecting any items from inside anyone’s property. That’s what I was been told by the customer service assistant who took my call and that was fine by me. I only asked them give me enough notice so that I can purchase another bedstead, so my son who is special needs child. I would have made arrangements financially so he won’t go without a bed.
I called customer service last Monday to find out when they are starting the collections, I got told it’s booked for tomorrow Tuesday 16 March. Someone will call to confirm. Had I not called, I would not have known about the collection.
The next day delivery guys came to collect the tv bed.
By chance I asked one of the guys when they started the collection. He said and I quote “We never stopped”
And I thought he got confused with delivery which I knew they were delivery by the entrance but not going in anyone’s properties.
He said we have been doing both collecting and delivering,due to lockdown it’s slow but yes we never stopped. So this morning I called firstly to find out about my refund. I paid on my credit card. I still haven’t ordered a bedstead for my son, his sleeping on my mattress on the floor. Thanks to dreams for a fantastic customer service.
I only found out by calling them today that the refund was not been raised. They’ve got they goods. My son has no bed and I don’t have money to order another because they are sitting with my money.
Totally disappointed with the service I have received and urge people out there if you are buying for your loved ones think twice.... They will let you down over and over again.

Brought our ‘Hide & Sleep Raspberry’ mattress in March 2020 from Burton on Trent, after trying their in-house innovative bed designed to calculate the best mattress for the individual, we also took advice from the sales assistant, as I suffer from a bad back and sciatica.
DON’T TOUCH DREAMS OR THIS MATTRESS WITH A BARGE POLE.
Apparently this mattress promises ‘Supportive layers including cooling memory foam. 25cms deep, and wrapped with a luxurious and breathable cover.’
This statement is ABSOLUTE RUBBISH ! We have never known a mattress so uncomfortable afterwards 9-10 months. The memory foam has loads of ridges and is so uncomfortable that we will have to invest in another mattress.
We complained under the 12 month guarantee, which is not worth the paper it is written on. We had a man from Home Serve to survey the mattress. You can only get a refund or replacement if the ridges are more than 3cm deep if a mattress is less than 12 months old. The ridges/dips on our mattress were over 1cm, so classed as “ok”, but the cover was not taken off/loosened as there was a fault with the zip (manufacturer fault according to surveyor). We see these tests as a sham.
We also asked as part of the survey for dreams to get in touch for us to pursue the claim. Heard nothing.

Please, please, learn from our mistake. You have been warned by our costly mistake!

Bought a mattress from Dreams on Coventry Road before Christmas but had to delay delivery due to Covid but eventually came today. Used their old mattress collection and disposal worth every penny. Exactly on time two very helpful young men, removed their shoes before coming in, both wore masks as did we. Very helpful and pleasant put new mattress in situ and took old one away which we had wrapped up in plastic sheet supplied. Very mindful of property. This is the second time we’ve shopped at Dreams and will definitely recommend them. Very pleased with my new mattress. Thankyou Dreams

The website was easy to use and can be filtered to what you want which narrows down the choices. We chose a 2 week quick delivery slot and were able to pick a date suitable for us, which was only about 10 days from ordering. A few days beforehand we received further details of a time slot.

Excellent service, we were kept up to date throughout the process and they were able to deliver despite national lockdown rules coming into force the evening before delivery. The Head of Customer Service (or perhaps his PA/automated system) emailed at 23:00 that evening to confirm delivery ongoing. The driver phoned in the morning to confirm that a doorstep delivery was suitable for me.

The drivers were very polite and happy to carry it to the front door and when I asked for them to bump it up onto the step so I could pull it in they were happy to do it. I would recommend using Dreams over other large bed retailers who we have had a bad experience with.

Obviously we have only received the mattress today so we don't have a full review on the mattress but is what we wanted, good quality and comes in a recyclable "plastic" bag.

Bought a mattress which was recommended by salesman as a high quality mattress , in just under 3 years it has sunk on both sides, it’s like sleeping on a hill, I am turning it weekly to try and help with the dips , contacted there head office with copy of receipt and explained that the mattress was of a very poor standard and that the durability was not as we were lead to believe. We were advised to have and pay for an independent survey by a company Dreams suggested,the technician arrived with a weighted piece of string , didn’t lie on the bed to see how far it’s sinks , just relied on his string and weight , our report arrived with the information basically saying that the mattress wasn’t faulty, the report was a waste of money and Dreams have now stated we should contact the furniture ombardsman if we want to take it further.
Having bought a firm expensive mattress from there sleep station , we have a soft uncomfortable mattress that has no durability , basically it’s best to buy a cheap mattress and throw it out after a few months. Dreams advice and sales patter is a load of useless words, and. customer service is appalling

Worst company we have ever dealt with they promise the goods will arrive then call you bit by bit this is missing that is missing etc. we paid over £4K for two beds Super King & King size, king size bed did not arrive but mattress arrived but no bed frame. Super King bed frame arrived but no mattress , you couldn't make this up. I phoned the store and told them to come and pick up their rubbish and refund. I'm going for a charge back. Manager from the Colindale branch rang before lockdown to ask for full payment and said all goods are in? I said no we will pay 4 days before delivery we did and still missing don't pay for nothing go to independent bedding stores with good customer services.

Dreams Natures finest bed £3000 last 2 1/2 years & has sunk both sides one more than the other. We took out insurance which is a total scam they come out but make an excuse not to pay out, saying we have not turned the mattress enough & it's not bad enough using a piece of string to measure how much its drooped (the mattress has been rotated regularly & far more than it states on the manufacturers website. Man told me we might not like it but to sleep together in the middle to try and level it up! Insurance not worth the paper it's written on Dreams don't want to know, i put a review on the dreams website 5 days ago it went on with in a few minutes but it's gone now so even the reviews are FIXED!!! Go to an independent bed seller stay well away from Dreams or you will have nightmares instead.

Disgusting bunch of liars. Never dealt with so many dishonest people. Don't get close to them.
Wasted my money on a superking bed. After 10 months of complaints I have decided to get rid of the bed

I bought, and paid for, a double bed and mattress online Tuesday 29th September. Delivery date was 15th October. after a bit of investigation I discovered they delivery driver was unable to make contact with me (turns out the phone number in the order was a landline I hadn't used for over 5 years). I had an email from the delivery office in Wednesbury to say could I call the driver, which I did. He was the most rude and obnoxious person; he said I had missed my delivery slot and he wouldn't event try and call back later in the day to deliver it.
I emailed and called various people (customer services/distribution centre) but none of them called back or offered me another delivery date.

Finally today (21st October) I discovered Web chat and had a conversation with Hassan. The upshot is that the bed I ordered and paid for was cancelled as a failed delivery and now there is no stock available so they cannot give me a delivery date.

I told them I wanted a refund and they state that will take 7 to 11 days. And yet they took the money out of my bank immediately I ordered the goods!!

So, overall a shocking experience from each department I have dealt with. They have no clue what the words "customer service" actually mean.

I will never use this company again and I will certainly not recommend them to any friends or family.

Dreams; more like nightmares....

This mattress Therapur active gel divine 20 has lost its firmness in just under 2 years but because it hasnt sunk more than 4cm it has been deemed not faulty by the insurers. It is so soft has no support. I bought what i thought was a firm mattress but has turned into a very soft useless mattress not recommended

90 year old mother ordered a new bed, headboard and mattress for £1800 (😱)

Money was taken from account even though she was told it would not be taken until bed was ready for delivery.

After 8 weeks received a phone call saying that the delivery was cancelled and a new date could not be given.

Have contacted the store 5 times to request cancellation and refund. Every time bounced back to main automated menu as soon as 'cancellation' is mentioned.

Furious they broke their word and took the money at time of order and now being deliberately evasive /obstructive.

Sick of seeing their advert on Blaze tv with that horrible welsh women. What a horrible voice. Won’t be buying a bed from Dreams in a hurry because of the advert. I will go elsewhere if I want a bed. What a stupid company that’s does not listen to people’s views.

Very disappointing and inflexible customer service.
I purchased an expensive (£ 800 +) mattress in recent 20% off sale but ordered King instead of Double. Saw error as soon as delivered and I went back to store within the hour to explain that I needed replacement.
Unbelievable the Store Manager expected me to independantly contact customer service to discuss this and needed convincing to make the call in store themselves...which they eventually did.
Dreams arranged for a replacement (re-delivery charge £38) but would not do it at the lower sale price that was advertised for the double at original date of my purchase....obviously less cost than the King. I was expecting a refund of about £110.
Discussed this with Customer Service but no joy.
I have purchased our bedding needs at Dreams for years
(£ 000's)....but that now ends.

Yours sincerely, a very disappointed EX - CUSTOMER

Delivery time slot given was 11:30 to 13:30
Arrived 1hour 40 minutes late at 15:10

After waiting in a queue for 42 minutes on the phone to customer services told me the had spoken to the driver and he was on his way, he arrived 1 hour later,

Asked the driver if he could take the packaging away to be recycled, he said quite sternly and with attitude “NO as we hadn’t paid for assembly”

When I was assembling there was a large split in the main framework,
Chipping / flaking to the veneer,
The base isn’t not fitted correctly,

After being on the phone for the second time 34 minutes To speak to customer services,
I was told it would be two and a half weeks before a replacement could be delivered,

Very poor.

Update 15-9-20
Having to wait 2 and a half weeks for the replacement it arrive today and is also faulty and can’t be bolted together, so I’m now I have been told that I have to wait until 27th of October (6 weeks) Before the replacement can be replaced

Very very poor service!

Made a appointment at the St. Helens shop for today 2.30 I turned up when the shop assistant saw me get out of my car he closed doors only left a small gap I walked upto the as I had a appointment stood there for a few mins one of the sales assistants came to the gap asked what I wanted I said I’ve got a appointment he replied what are you after not sure if they sell anything other than beds but I replied a bed he then said we are full ! But I have appointment so I asked ok so no point making an appointment then he looked confused and said errrr you can in but we carnt then mumbled something I thought no point there isn’t only one shop selling beds so I left thanks for wasting my time in what Is awful weather soaked for nothing