Dreams - York Reviews 

I bought a mattress. It was delivered within the allocated time slot and is very comfortable.

Service second to non didn't wait long for delivery where they placed the mattress in position and took away the wrapping only thing they didn't do was make bed up very satisfied

The guys who came to build the bed where fantastic,really really helpful

From the sales girl in the shop to the delivery so easy
No problem what do ever
Second bed I have purchased from here ,would definitely go back

Barnabas(York Store)was very polite, friendly and knowledgeable, he explained all our options fully regarding choosing a mattress. We used the sleep technology and his expertise which assisted us in finding a good match. He provided excellent customer service we didn't need to look anywhere else, Delivery is scheduled. Would highly recommend this store.

All staff were very helpful (sales, delivery, customer service) - and we are very happy with the bed frame. The first therapur mattress we chose was much firmer than expected on delivery and did not soften sufficiently with time - but we were able to replace it quickly and easily under the guarantee.

The sales assistant was very helpful and ensured that we bought the mattress that was right for us. It was delivered on the agreed date and time.
Overall, a vey good service

Excellent. Sam, in the York store, was lovely, giving me any advice I needed but leaving me alone to try out the mattresses. I am a side sleeper and have been suffering badly from the pressure caused to my hip (and ear!) due to sleeping in this position. My new mattress is all I wished for and I'm very happy with it. I got regular updates on it's delivery - which came exactly on time. The delivery man was charming and carried the mattress effortlessly up the nineteen stairs to my bedroom single handedly - to my absolute amazement! I would not hesitate to use Dreams again.

Very helpful staff in store, not rushed for decision making.
Delivery guys were amazing, really knew how to navigate an awkward space with the double mattress. They also reminded me about all the good info and helpful tips for the mattress, very impressed.

We spent a while trying different mattresses and choosing a divan base in the York store but the sales person was patient and helpful throughout - no pressure was put on us to buy. Once we'd decided and paid a deposit, I was kept informed on the delivery by several messages and the delivery ment also phoned on the day. Really I couldn't fault the service and we're very happy with our new bed

Service and advice excellent as was delivery. The mattress is stylish and very comfortable

Great bed lots of storage with it being an ottoman, quick and smooth delivery and very well packaged

Good service instore and friendly delivery drivers

Dreams should be renamed NIGHTMARES. My daughter purchased a mattress from dreams in York in 2021 with a supposed guarantee of 96 months. In November 2022 there was a chemical smell in the bedroom and after checking everything it was found that the mattress had split along the sides and down the centre. Dreams were contacted who said they would send an independent inspector out. (A new mattress was purchased from another store as she had nothing to sleep on). The staff in the store asked why she didn't sleep on the sofa!!! When inspected on 15/11/2022 the inspectors first words were that he could not find a fault with the mattress as it wasn't on a bed frame! His words on the report were “The customers are decorating I believe this has happened while moving the mattress and folding the mattress up” Basically calling my daughter a liar. His inspection took no more than 10 minutes which consisted of taking photographs and looking at the mattress. The company who inspect the mattresses have a contract with Dreams and it is not in their interest to find faults on purchases. When making the initial complaint at the store they redirect customers to a central customer service department and the store could not care less. The ombudsmen was contacted but due to the fact Dreams have an "independent" inspector, unless my daughter found and paid for an inspector by herself there was nothing that could be done. Customer service is worse than useless, the staff at the store don't care and the product my daughter purchased was not of a reasonable quality. The "Independent" inspector doesn't appear very independent at all. If anyone reading this review are thinking of going to Dreams, don't, they are a NIGHTMARE.

As per the reply from Dreams quoting "You have then taken this to The Furniture Ombudsman who, after investigation, have also agreed with Homeserve in that the mattress is performing as it should" The Ombudsman's investigation was that, due to an "Independent Inspector" examining the mattress then they would agree with the conclusion, unless we paid for our own Independent Inspector who would no doubt come to a different conclusion to the Homeserve one. As stated the Homeserve Inspector, before taking photographs or completing a visual examination of the faulty mattress said it he could not say there was a fault with it as it was not on a bed frame! Also saying in his report that it was damaged whilst being moved is an assumption on his part and not fact, basically calling my daughter a liar. How can the mattress perform as it should when it was split along the sides and one split down the centre? As for Homeserve being independent inspectors I very much doubt they would jeopardise their contract with yourselves by finding faults in goods sold by yourselves. I would be interested to know what percentage of faulty mattresses reported are found to be faulty by Homeserve.
I am appalled by your customer service and not honouring guarantees. Dreams are a disgrace, not to be trusted.

Ordered a Classic S P/T 2 Drawer Castors Base in Mocha and a Johnstone single mattress on 1st Sept for a delivery on the 27th of September. Upon delivery the base was damaged as both drawers didn't close properly into the base and one of the drawer fronts was cracked and bent in initiating an instant complaint. Was told that a new base would be ordered but after been passed from store to customer services a singular new drawer was ordered for the cracked drawer completely ignoring the overall fact that both drawers didn't close properly. Got told the new drawer would be delivered on Thursday10th of November but because they didn't listen during the initial order, delivery could not be taken on that day as there was only someone in on Tuesdays and after waiting on the customer services line for nearly 30 minutes the delivery was changed to the Tuesday 22nd November. Upon delivery the delivery person found that the drawer ordered was a completely different size to the one needed and thus was taken back to the depot and a full new base was ordered. Again as no one listened the new base was due to be delivered on Monday 28th of November. So another 30 minutes waiting on the phone for customer services to answer it was decided that the whole bed will be returned and a full refund will be received. Will not be ordering or buying anything from Dreams ever again after this debacle and will be shopping elsewhere once the refund in received. Disgraceful service, poor response from each member of the staff I spoke to and just a shocking experience all round!
UPDATE: After placing this review I was contacted by customer services and we agreed to have the whole bed replaced and a small discount given on the overall purchase price, this was accepted and a brand new bed was delivered quite promptly. This has improved my view of Dreams and as such have increased the star rating accordingly, however I have given a 3 star but refrained from giving a full 5 star rating due to the initial issues and problems that were encountered.

Don't normally do reviews but was really impressed with the guys that delivered my two mattresses, so I feel the need to share. They arrived at the time arranged. Nothing seemed to be too much trouble and they were very careful carrying the mattresses passed mirrors and lamp shades. They unpacked the mattresses and tidied up any packaging. Before they left they gave some very god advice on how to look after the mattresses (as not all of them take the same kind of care). Very polite, quick and efficient. Very impressed.

The delivery was made on the correct date and within the given time slot. I received a call to confirm a more exact time for a heads up. My items were delivered safely