Dreams Anmeldelser 

Placed an order for four mattresses in the Dreams Cheltenham store, total order amount was £3,500.00 for delivery on 5th August. I explained to the shop that this date was important because I am moving house on 12th August.

I called to confirm the delivery this week, only to be told the delivery is booked for 13th August, the day after I move?

To resolve things they said they’ll cancel my order and refund the £3,500.00 but will charge me a £155.00 cancellation charge and it will take 2 weeks to process the refund.

It is unacceptable that, after failing to fulfil the agreed delivery date, Dreams expects me to wait a further two weeks to receive my money back (minus a cancellation charge). This would leave me without the funds needed to purchase replacement mattresses elsewhere in time for my house move, despite the issue arising solely as a result of Dreams’ actions.

I would advise anyone not to purchase with Dreams. John Lewis provides much better choices of mattresses but at better prices.

Attended the Dreams in Gateshead Team Valley today. Our salesperson Sue was very helpful, talking us through the different types of mattresses and getting us assessed with the computer to see which one would best fit our sleeping preferences/body type. Quick service and affordable price. Thanks

So.. I tried to order a bed - cost £599 + £100 build fee.. Meant to be coming tomorrow, I organized to WFH to be in..

I called customer service today to find approx time It took 5 hrs to get through to customer service ... (which is a red flag)

they said there have been 'issues' and the bed wasn't coming. Also said there was outstanding payments - I ordered it online .... its IMPOSSIBLE to order online without paying .

so I asked to cancel as I totally lost all faith in the company.

Now because the customer service person cancelled the order they can't find the payment and cannot (presently) refund me (£699 total.) spoke to a manager who said they would take to fiance, they haven't called back..

Ive had so much stress today with them, I now am £699 down and no bed is coming .

Order number : 888J602273

AVOID LIKE THE PLAGUE

Shani from west drayton dreams was very helpful and helped us choose the right mattress and let us explore all the options. Great service!

Excellent customer service from our local Dreams Princess Gate Harlow Essex.
We went to purchase a single mattress and were welcomed on arrival.
We spotted the single beds so made our way to the back of the store, there was no hassle from sales staff and given plenty of time to make our selection.
I looked over to the sales desk as we had found what we were looking for, a young lady came over and we asked some questions for which she answered.
We were taken to the sales desk by Jessica we wanted a delivery and the old mattress taken away this was efficiently dealt with and a 7 day delivery given which we were fine with. It's very rare these days to find helpful sales assistants so a big Thank You to Jessica for her time and patience.
The mattress arrived as promised on time a week later by two helpful delivery drivers.

Amazing service Emma was wonderful.

Thank you

Our order was delayed by 2 weeks on day of delivery, which we only found out by reaching out. We were promised 20% goodwill offer, but this was not paid to us in full (I assume intentionally), and then the order was delayed again the day before the revised date, when they told us there was nothing they could do, and only offered to pay the remainder of the 20%

There is clearly something very wrong happening at Dreams right now, I'm furious and appalled with my experience so far.

I ordered a mattress at the start of July with a delivery date of 3 August. I was told they had a new system and the order took forever to process in the store, and we had to repeat everything twice. I was told I'd get a confirmation email, but didn't get one so they had to email me a photo of a printed receipt. We should have walked away when they were having issues with the system.

I didn't get any text the day before so I called and they said I'd get it on the morning of delivery. We have already got our old mattress downstairs and wrapped it up in their bag as instructed. No word by 11am so I tried to contact, and realised I was 185 in the live chat queue and the phone waiting time is over 90 minutes!!!

I had to call the salesperson at our local store who has managed to get hold of someone and found our delivery has been put back to 21 August, but no-one told us. This is absolutely unacceptable. Clearly, their system has broken and they're fobbing customers off with "delayed deliveries". I will not accept a tiny discount of £60, which is the extra recycling cost I paid - I expect much bigger compensation for this serious error, when I can eventually get through to their customer services. The website talks of an online form but there is none to be found. I hope to be contacted shortly to resolve this or get a refund.

Jason was very helpful and made me, my husband and children feel very relaxed, no pressure was put on us to buy anything. Brilliant experience

Carole was amazing lovely friendly service went above and beyond to support my clients to finiding her son and new mattress and bedframe.
100% recommend

Sandy was really nice at finding me a mattress that was good for my body and sleep and showed great costumer service

I ordered a small double bed including matress with Jonthan at the Altrincham branch for my 81 year old Dad. Ash and the delivery team set it up in his home today and he is absolutely delighted!!! Ash rang me to confirm exactly when the delivery would be today, which was so helpful. I would definitely use Dreams again in future.

From the customer service in the store to the delivery men , the service was excellent. Found me the right mattress and were so helpful. 5 stars !

Yet another nightmare “no-show” from Dreams !!! Delivery was confirmed in three separate emails for Friday (31/7) on my disabled son’s bed for his new flat.( Order no.888J595714). He was given a 2 hour time slot the evening before for 9:45am to 11:45am. We waited there with him all day but nothing arrived and now it’s Monday (3/8) and still no bed nor apology / explanation from the delivery hub.

As others have already stated, trying to get through to the Dreams Customer Service centre is a waste of time. There are ridiculous wait times on both phone and chat lines. Do they have just 1 person working from home there ?!

Unless this is resolved very soon we will be issuing a chargeback on our £700 order and going to some-one more reliable.

**Update ** after 3+ hours wait, eventually got through to the Chat line and cancelled the order as our helpful store manager was getting no sensible replies from the Dreams delivery hub.

Very disappointed with the service, and very surprised as we had used them previously and were delighted. Unfortunately this experience with them has been a disaster.

We ordered a bed for my son on July 2nd and were told it would arrive in 7 days. We didn't hear anything from them in that time and then finally received an email that it would be delivered on 30th July - not great, but not terrible. However, on the day before delivery we received a text in the evening to say there was an update to our delivery and we would receive an email. No email came and customer service was closed. The next morning we could not get in touch either online or by phone (as obviously everyone in the country who has used Dreams are having the same issues!)

I finally called the branch and was told our delivery had been put back until August 21st!!! My son has been sleeping on the sofa for all this time so I couldn't put him through another three weeks of that so I asked for a refund as I spent over £1,400. I've received nothing (my order number is 888J595599). Can someone please tell me what is going on and where is my refund? I would very much appreciate it, as I cannot buy another bed until I have the money back.

Great customer service.
Carole was extremely helpful and very knowledgeable. Would deffo recommend a visit

We were promptly helped with friendly and professional service. We found what we were looking for without hassle. The purchase went very smoothly and we received excellent information to make a good choice of mattress.

I have been trying to contact Dreams for the past two weeks, but it has been impossible to get through. Every time I call, I’m either cut off or asked to join a queue for a callback that never comes.

We’ve also contacted the store on three separate occasions, only to be told they can’t help and that we need to call the same customer service number that we can’t get through to.

The level of customer service has been extremely disappointing. It’s frustrating that Dreams had no trouble contacting us when it came to taking our money, yet now that we need assistance, we’re being left without any support. This experience has been an absolute joke