Dreams Anmeldelser 

Placed order on the 10th of July for full bed eg base, mattress and head board and received a confirmation email of delivery on the 6th of August.
However on the 5th of August received a photo call to tell me that they were unable to deliver the next day and was told it would be the first of September .
Totally unacceptable for any company to treat customers like this they must have been aware of the fact they would not meet delivery date earlier in the week but choose to delay informing me until the day before.
I cancelled the order on the 5th due to the delay and asked for a confirmation email about the cancellation and for the payment to be returned to my card.
However while I know it can take Ten days for payment to be made to card I have still not received an email about the cancellation.
I have used Dreams before however it now looks like they are simply taking to many orders to,meet the units / beds they were which is simply poor management. It Is also impossible to contact any at dreams by live chat or by phone on a Saturday or a Sunday which is exactly unusual these days as most companies do allow you to contact them even if it is reduced hours .
I will be in contact with my card provider over the next few days in I don't hear from Dreams

Mike from the Eastleigh branch was absolutely spot on, helped us choose our desired mattress and within 10-15 minutes we had purchased the mattress, not pushy at all let us trial all the mattresses in the showroom and gave us some great advice. Thank you very much Mike :)

Mike at Llandudno was so helpfull and realky good at his job. Thanks Mike.:)

Quick and easy, Anna provided a good service and was very welcoming and engaging.

In store experience was truly excellent. Dreams then got the delivery date muddled, but compensated me for that. Mattresses were initially fab but seemed to develop a fault. No problem getting replacement sorted (apart from over an hour wait for a callback following a disastrous (for them) system upgrade that wrecked the customer service system).

BUT (and this is why only four stars*) I am currently waiting in for the exchange mattresses on a sunny Saturday, having received no promised delivery time slot. I am unable to call them because the only CS system that seems to be working today is the sales chat team.

Not good enough, Dreams. You do Saturday deliveries, and you should have a support team behind that. And you should provide the time slots that you promise to provide.

Update: the mattresses never arrived. So now I need to brave the CS telephone system again tomorrow (Monday). I’ll update again later…

* I’ve later removed a star or two.

Great service from David and Dan, very helpful and guidance.
We bought 2 mattresses without doubting our decision!

Went to Dreams to purchase a mattress. Was served by Louis in the Ashford store. He couldn't have been more helpful. He took lots of time with us, was very patient and knowledgeable. Was very helpful in explaining the different types and was very honest. I would recommend Louis, a very helpful personable guy.

Great value, fantastic staff

Very happy with service

Had a great experience in the Gravesend store, easy process and the customer assistant was extremely helpful.
Had a nice chat over a cup of coffee,
I dealt with caroline who couldn’t do anymore for me, thank you

Very knowledgeable and friendly staff. No pressure to buy there and then. Some great offers available. Would highly recommend.

I would give them minus 5 stars if I could. What an awful company. We ordered a bed and mattress and were told that it would be delivered on 7th August. We got an email and SMS 4 days before the delivery due date confirming the delivery for 7th August. We didn't receive any communication the day before confirming our 2 hour delivery slot. The day of delivery we still had no communciation. We tried to call the help line at 10.30am on the delivery day which was no longer accepting calls due to a 90 minute wait time. We had to use the online chat and waited 3.5 hours to get in touch with a real person who promptly told us our delivery had been rescheduled to 4th September...1 whole month later!!??! We got no communication about the delay and had already disposed of our existing bed and mattress. After asking what our options were, we were told we could reschedule the delivery but that would mean cancelling the 4th September delivery with no guarantee an earlier date could be found. With the prospect of no bed to sleep on for a month we asked for a refund so we could purchase a bed from somewhere else and were told that we'd get our money back within 10-14 working days. What on earth?!?!?! So we are £1700 out if pocket, no bed to sleep on and no refund for 2-3 weeks. Appalling customer service, atrocious communication and we will never set foot in here again. We'll make sure to let everyone know how absolutely inept this company is at doing the one thing they are supposed to do.

Dinesh helped us - he was amazing, patient in explaining and helpful in every manner. We did not know what to choose but the entire customer journey experience was fantastic and helped us to understand beds / bed frames / pillow types much better.

So upset with Dreams after ordering a Ergomotion bed to arrive in time for me to set up before a major operation they contacted me two working days before delivery expected to tell me it won’t arrive until 3 weeks later. It’s too late for me to find another bed in time before the operation and I also won’t be able to manage moving the existing bed after it. Can’t get through to the customer services helpline which just cuts you off.

Ordered a £2000 bed, bed delivered a month later. After 2 weeks sleeping on the new mattress it was faulty. The mattress had sunk on both sides and it was painful to sleep on. After 30 days ( make sure) Contacted Dreams by phone, we had a very helpful assistant that organised an emergency mattress for us to sleep on. Unfortunately it was going to take 3 weeks before an inspector could visit to test the mattress. We don’t have the largest bedroom so the faulty mattress turned our room into an obstacle course.
Inspector arrives at last to tell us the mattress is obviously faulty.
We were told that within two weeks Dreams would contact us. I received a notification that we had been given a date for delivery of our mattress? We hadn’t ordered another mattress, we didn’t want another mattress from Dreams, we wanted a refund. We had bought our new bed and pillows from them at the same time and had no complaints.
Tried to phone but sat in a queue for a very long time and had to give up. Time is precious. Chat was more productive and the mystery delivery was cancelled.
Eventually we were contacted by Dreams and were told that a refund would be in our account 7-10 working days after they had collected the faulty mattress and the emergency mattress.
What were we supposed to do? Sleep on a bed with no mattress?, or borrow £2000 from our parents and immediately go and find a business that could deliver within 3 days and buy our new one? The lack of empathy or understanding of the situation was astounding. When the situation was explained , we were told it was not their problem.
The two mattresses were collected. Ten working days later, no refund?
Waited in the customer service queue for two and a half hours to be told there had been an error in the amount to be refunded. Why hadn’t they contacted me to let me know? No answer. We had waited 2 weeks for our refund.
To us it’s not a small amount of money. We had saved for this.
The customer services assistant told us they would rush through our refund, it would be 3 working days. Thank you
It’s now been 5 working days , and today is Friday evening.
It is August 14th today
We ordered our bed and mattress on April 4th
We will not be using Dreams again.

Amanda at Team Valley Gateshead was excellent, walked us through everything and was very knowledgeable. Exceptional service from start to finish. Amanda and Sue also make a very good coffee 😋.

It was great, came to find the best mattress for my body and issues. Edwina is amazing and very friendly and super attentive. She guided me through everything and didn’t make me feel rushed, if anything she kept telling me to relax because I didn’t want to take too much time but she was very gentle.

Welcomed by Michael as i wanted a mattress he explained to me how the sleep mattress would work and take all the measurements. this would tell what mattress i would require. We tried several mattress and several pillows before deciding the wright one for my needs. MIKE was first class an asset to Dreams.PS we were offered a drink and as my wife is visually impaired he catered for her needs no fuss no problem. A big thank you from both of us THANKES MIKE.

I recently went bed and mattress shopping for my 13 year old son, we didn’t know where to start or what type of mattress would be best for him. We went to the Llandudno store and straight away we were approached by Julie who was so helpful, she started by doing the Sleepmatch scan with him to see what was the best mattress type, after finding that out she went through all the matches even with his choice of pillow to make sure it was his most comfortable option. After we picked the mattress with Julie, she showed us some frames which matched our description and then her and Aled took the care and patience to help us order it in store, talking us through the cover options, and delivery arrangements. We are extremely pleased and excited awaiting the delivery, and we are also very happy with the experience - big thanks to Julie and Aled for their expertise, support and kindness- I will be sure to go back to them in the future and recommend them to everyone else!

Gloucester branch was amazing, we did the bed match test and were very well informed and looked after by HARRY. A very personable informative guy with a great balance of salesmanship and chilled approach. Would definitely recommend Dreams.