Dreams - Durham Reviews 

The mattress is lovely so far, I’d give that 4 stars at the moment - however the buying experience was the reason for only 3 stars. After going on the bed analysing machine we were shown to two mattresses and given pillows. I just chose my own pillow, the assistant advised my husband use memory contour pillow. We chose the Therepur mattress with gel topper and we got took to the desk to sort out payment. This is where things became difficult and confusing. The assistant started to mention their bedcover care plan, and the fact if we purchased that we would get a discounted pillow and mattress protector, the prices of these didn’t get mention. She even said this is a no brainer why would you not take this deal. We tried a few times to ask for the price with out these add ons and another girl had to come and help as this assistant was new and had gone past that screen. Things were added and removed and all became a bit confusing. In the end she insisted we were getting a bargain and kept saying no brainer, so are you going for it. We did in the end. The mattress was delivered on the arranged date, earlier than we were told and when I opened the door with a smile and said you’re early I was ment with a deadpan face! They brought the mattress just into my hall and left without a word, they didn’t seem happy men at work! After our first sleep I asked my husband how he felt and all he could comment on was this pillow, it’s so uncomfortable, he woke with a sore neck and headache, totally ruined his first sleep in the mattress which was what we had needed to change. We tried to return the pillow only to be told for hygiene purposes they wouldn’t take it back and it wasn’t covered in the bedcover plan we took out. We felt very disappointed, and a bit conned, we felt pressured into accepting this pillow ‘a no brainer’ she said. Anyway the pillow is useless, but the mattress does seem to be ticking the boxes so far. Beware of the confusing upselling and how they arrived at the deal is all I would say. It took the shine off.

Updated: 21/12/24
Having submitted this review we were contacted by Kishan from Dreams. He apologised and offered us a refund for the pillow which was appreciated and we have accepted.

I was expecting getting jumped on as soon as we walked into the store (which would have made me leave straightaway), but Rachel approached us in a kindly manner. She was great from start to finish with her help and advice choosing our mattress. The Sleep Match system in store was a great addition as it refined our search to save checking every mattress amongst the vast stock available. Again at the close of sale, Rachel explained everything about the extra aftercare service without being too pushy. A really pleasant shopping experience, made extra special by Rachel 😊. ⭐️⭐️⭐️⭐️⭐️

Great staff member, friendly, did not rush us. Excellent product knowledge and took time with us. Go Rachael

The experience from first entering the showroom at Durham retail park to the day our matteress was delivered was first rate ,we were taken through every sinarioe on the purchase to make sure we were getting the correct matteress for our needs, every step of the way we were informed both through text and email of our delivery and upon delivery day the two man team gave us a very informed detail of does & don't on the way to care and get the best results from our matteress.
We would definitely recommend anyone wanting or needing a new bed or matteress to get yourself down to your local dreams showroom
YOU WONT BE DISAPPOINTED

Excellent staff and service from start to finish

I am very comfortable with my new dream bed.It gives me a lot of ease to my back as its a hard mattress.

The in store sales people were very helpful and informative without being pushy and overbearing.
The delivery men were efficient and polite.
The mattress is perfectly comfortable and we are very pleased with it.

All round good experience
Good price on a mattress which has proved to be perfect for me...friendly staff and great delivery.

Very good service from the start, the lady in the store made sure our choice was the correct one from the beginning, the delivery staff where excellent at getting the bed and mattress up our difficult stairs, I would highly recommend the company.

Great service from entering the Durham Store. Helpful sales lady talked me through all the options and we found the correct bed for my size, weight and sleeping position. Delivery team turned up on time and were helpful and friendly. Keep up the good work!

Fantastic customer service. No pressure at all. Spent a long time to make sure we got what we wanted. Very knowledgeable about all the products

A good quality product that arrived on time. Very helpful staff in the shop and excellent delivery team. Quality service all round.

As expected, all went according to plan

Excellent service and hassle free shop experience.

Delivery was on time with 2 extremely polite and cheery delivery men

Good sales advice, professional and friendly service. Product good value. Delivered as contract.

Everything went very well from ordering at the shop to the delivery and the bed assembly

From the shop assistant being, helpful, kind and informative, to delivery, excellent

Customer service was second to none from looking for a mattress in the shop through to delivery. Communication between the moment we ordered to the moment the mattress was delivered was faultless. Thank you; this is something that I have rarely experienced when shopping nowadays.

Staff really helpful without any sales pressure. Happy to answer questions, helped select the correct pillow to use trying mattresses.
Delivery was prompt, professional and efficient. Took away old mattresses.

Everything was done so professionally from the store to delivery that you.