Dreams Beds |
| United Kingdom |
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Consumer reviews about Dreams Beds |
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H Clark
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Dec 31, 2011
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This company should not trade!
I saw an advert that said they would delivery next day. As I needed a bed fast I went to a store near me and chose a bed. After my payment was processed I was advised that the bed could not be delivered until 21 days. I very reluctantly accepted this as the payment had been processed by card and I know that would take 14 days to reverse. 10 days later I received a call 'to arrange a delivery date'. I advised that I already had one, only to be updated that it would be a further 10 days before the delivery could be made. My response was it they could not deliver on the date agreed when I purchased it then I would like to cancel my order. Their response was quick and curt., although she couldn't cancel the order. I can see no reason why not. I then called the store I bought the bed from and was advised I could not cancel there either and my only option to cancel was to call head office. I called head office and got stuck on an automatic response system. As that failed, I called the store back to be advised head office was closed. I then said if I could not cancel via the store over the phone, I would make one more attempt to cancel via head office in two days time, the next working day and if that did not work I would contact Trading standards. I fully expect that is what is going to happen in two days time.
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Mark living the dreams nightmare
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Jan 14, 2012
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Worst customer experience ever!
Bought a manhattan king size on the 26th of October 2011 made the foolish mistake of paying dreams for it on that day was told would be 3 to 4 weeks, then got an e-mail saying it would be the 19th of DECEMBER got the sister inlaw to sit in all day as we were working, NO SHOW, phoned dreams was told bed sent yodel for dispatch told would be 29th December waited in all day NO SHOW phoned dreams told would be the 5th January whoopee it turned up, got home from work and went to put it together was sent a BADLY damaged headboard here we are on the 14th of january my wife and I after numerous arguments and still sleeping on the floor and still waiting for dream who state on their invoice within 28 days and "NO NEED TO CHASE we will call you immediately your goods arrive usually within 28 days please allow an extra 7 days for delivery"still waiting for an outcome and must have used £20 in phone calls !!!
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Mary Pas
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Jan 24, 2012
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This company should not trade!
Hi all,
Before Xmas I bought a tempur mattress from Dreams in Knightsbridge.
The mattress cost me £1709 which is a ridiculous amount of money.
As a gisft for my trade the manager of the store gave me 2 tempur pillows to take with me. The delivery was booked for the 9th of January.
I was given the receipt which indicated that the mattress was priced at 1539 and the pillows 170. I didn't think anything at the time and I thought that that was the only way for them to give me the pillows for 'free'.
While on holidays I called Dreams customer services up and amended my order to a bigger size. The agent confirmed that the difference was 200 and i was asked to go to the store and pay the extra.
To cut a very long story short the delivery was cancelled and not amended and as they could not give me a new estimated delivery and as I was sleeping on the floor (new flat) I decided I could not wait till doom's day and after many frustrating conversations with Dreams I demanded a refund. I spoke to Head Office and the person told me that they could not refund me with the whole amount but only with the mattress price (pillows are now used). I told them that if they want to charge me for something they gave me for free they can go ahead.
The lady laughed and said that she would refund me with the whole amount.
Needless to say that I got a refund for the mattress only.
I found their service utterly ridiculous and frustrating and as a matter of principle I believe I should have been refunded with the whole amount.
Can anyone advice?
Thank you and sorry for the essay
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susanharrrison
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Jan 25, 2012
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Never experienced such bad service
we ordered a bed from dreams, the service in the shop was seem admirable, the order was placed on 26/12/11 and we were told the bed would be delivered within 28 days; at the start of January we received a phone call telling us our double bed would be delivered on 25th January, on receiving a telephone call on Monday 23rd asking us if it would be suitable to deliver on this day between 9.45 and 1.45 we made arrangements for our local council to remove our old bed, after they had been and correctly disposed of our bed, i got a voice-mail telling me or bed wouldn't be getting delivered today there was a problem putting our order on to the delivery vehicle so i phoned my local store who again was very helpful and they gave me the telephone number for the delivery company (yodal) but for some unknown reason they couldn't tell me why there was a problem, they then told me they would send a message to someone else and they would ring me back never heard a thing i rang several times got nowhere even when telling them that i had no bed to sleep on this evening and that i had lost a days pay staying off work waiting for them and that my husband is disabled its a joke they should be stopped from trading i will see what tomorrow brings not holding my breath. They state in their website they have a 30 day delivery deadline so the buyers can cancel there contract, me and my husband will be looking in to this.
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senoir60
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Jan 27, 2012
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This company should not trade!
I am disabled and ordered a bed from dreams October 2nd 2011 it is now 27th January 2012 and I am still waiting! I have now threatened legal action to recover my costs. You wait almost half an hour on hold at YOUR expense then are told they will ring you back, which they never do!
Very bad company to deal with. At least Dick Turpin had a gun and wore a mask!
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GeriA
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Feb 7, 2012
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This company should not trade!
Truly awful company!!! I am amazed they are still trading!!! My mum who is elderly and disabled bought bed, mattress and bedroom furniture from them where they promised much and delivered little...literally. Can't ever get through to customer services on their chargeable 0844 number and the branch staff once they have processed the payment suddenly become singularly unhelpful and won't deal with cancellations or refund and just refer you to customer services. Yes the SAME customer services that don't answer the flippin phone!!! Have written to head office and if they don't refund deposit will be taking it to trading standards.
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Saund
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Feb 17, 2012
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This company should not trade!
I wish I had read the comments on this site before I purchased my bed from Dreams. I have now had two faulty beds delivered from Dreams. When the first one arrived faulty I had to ring their unhelpful customer services, who take an average of 25 minutes to answer a call, to ask for a replacement bed. I then had to wait 3 weeks for a replacement bed to be delivered, which was also faulty and had the storage facility of it missing. I have sent this back and have been told that they will forward my details onto another company to authorise the refund, apparently this will take over a week before they will contact me and then from there it will take another 8-10 working days for the refund to be processed. At this moment in time I have very little faith that I will get my money back. I am at a loss as to what to do now as their customer service department is useless and that's if you can even get through to them and the store I bought it from won't help. I can't buy another bed until I get the money back for this one, so currently I have no bed and am becoming more and more stress with the situation. Also the guy that put my bed together was useless, we found screws on the floor under the bed which had either fallen out or he just hadn't bothered screwing the bed together. Every section of dreams is incompetent.
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DreamsPete
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Feb 20, 2012
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This company should not trade!
Hi Saund, do you have an order number please so that I can look into this matter for you? Thanks
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Benzade
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Feb 20, 2012
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This company should not trade!
My advice to anyone waiting on their order and being given the runaround is to cancel and demand a refund! My wife and I went to Dreams in Wigan on the 26th of December 2011 and ordered a Super King bed costing around £1500. Was told it would take approx 2 weeks to be delivered but due to the time of year and bearing in mind we had had a harsh winter last year maybe 3 weeks on the outside just in case there was any unforeseen problems. "Great!" we thought in three weeks time we will have our brand new bed and was looking forward to it. After 2 weeks we get a phone call from their delivery people to confirm a time "Great!" we think "What a great company does what it says on the tin." Then the next day we get a random phone call from Dreams to inform us our bed will not be delivered on the promised day due to being "Damaged" in transit. "Ok" we think "When can you deliver?" asks my wife " "January the 28th" says the voice on the other end of the phone. Ok not happy about the wait but who wants a faulty bed right? These things happen.
A few days before the 28th my wife receives yet another phone call "RE your order number 123456 unfortunately we won't be able to deliver on that date" "Whyever not?" asks my wife "Well it's not actually been made yet" "Well when will it be made?" asks my wife dubiously "Err Beginning... No Middle...Probably back end of April!" says the voice on the other end of the phone rather enthusiastically. "I don't think so!" says my wife.
And we then started the long road of getting our money refunded. Minus a top sheet which they supposedly gave us free!
This company is a joke they can process your payment for any goods instantly by card in store. But that's all these in our case nice people in store can do. They can't deal with any complaints refunds or problems. You have to call their customer service dept who in turn cannot deal with refunds. The person who does deal with refunds telephones you about five minutes before she is about to clock off for her lunch break at 12 o'clock meaning that if you work she won't get hold of you and when you call back you cannot get hold of her and after 5 o'clock you will go straight to answerphone because she is no longer in her office. She also does not work weekends so again you go straight to answerphone. Any promises to call back are never kept and I believe they ignore any messages you leave either.
So unless you are retired or jobless and have all the time in the world to listen to a 30 second loop of some crackly music your chances of contacting the refund person is slim to none and frankly it would be easier to get an audience with the Queen.
We got our money refunded eventually but only because of the persistence of my wife and It is my firm belief this company will go under eventually so get your refund now while you still can.
Food for thought if the company does go bust and into receivership it can take a very long time to sort out and even then you are not guaranteed to get your full amount back probably only pennies on the pound if anything at all.
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beck1
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Feb 23, 2012
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This company should not trade!
I agree with all these negative comments. This company should not be allowed to trade. Their service, once the order is taken and they have your money is awful. You wait for ages to get through on the phone, and then no one can give you any useful information at all. My bed never came, despite two arranged delivery dates. Its an absolute disgrace. Never buy anything from this store.
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mary birtles
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Feb 23, 2012
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This company should not trade!
How i wish i had read this before ordering our bed. We ordered our bed from the Morecambe store on the 30th Jan from a very nice man who failed to tell us that we had to assemble ourselfs, until we had paid for it. We thought it cant be that hard, and he said delivery would be in 2 wks. We were pleased to get a phone call to expect delivery on the 16th feb.and it was delivered as promised.. But as soon as we started to put the bed together we realised that there was no side panels, we immediatly tried to ring the number on the invoice and could'nt get through so rang the shop. The man there said he would ring them and ring us back.This was aThursday we heard nothing on Friday so I rang him again and he said no one there at weekend and he would ring us Monday, we stayed in all day and guess what NO PHONE CALL. SO ON tUESDAY i managed to get through to customer services and after explaining to the man all that had happened he said he would ring back, which he did to tell us that they could'nt bring us the spare panels till middle of APRIL. I was offered a discount of another bed if I wanted to reorder, but said no, I
wanted to cancell the order and have my money back. So at the moment after numerous phone calls at our expense we are left with a freshly decoreated bedroom with a new carpet and no bed to go in it. They have said they will collect the bed on the 8th March which is another 2 wks, and my money wont go back on my card till the bed has been collected, so they have our money and we have no bed. Their customer care is dreadful they do not deserve any custom.
mary birtles
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Emma1988
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Mar 6, 2012
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This company should not trade!
Agree with all these comments!! Ordered a bed which was supposed to take 5 weeks to arrive and told we could only pay deposit in store and could pay the balance on delivery!! 2 days before delivery get a phone call with no message and then the day before delivery get a call to say it had been cancelled due to no payment 60 hours before delivery!! Rang customer services who were the most unhelpful people I have ever spoken to and they couldn't tell me why we were given wrong information, couldn't give me his last name or head office number and I had to wait 48 hours just to talk to a manager. When I said I wanted to cancel the order I was told it had to be in writing and they couldn't cancel it for 8 days!! All in all terrible company and a complete joke!!! Stay away, wish I'd been on here before buying mine!
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Suzanne Flynn
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Mar 29, 2012
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Worst customer experience ever!
Bought a bed from Dreams on the 4th February and was told that it would be delivered on the 10th of March. Was disgusted by how long it would take to be delivered but accepted it. My partner stays in on the Saturday expecting the delivery of the bed that we've been waiting for for 5 weeks and then we don't even get a phone call to say it's not being delivered. Dreams claim they are the leading bed specialist yet all they do is let people down. They are a NIGHTMARE! So then I phone to cancel and get a refund and eventually when I manage to get through to customer services I get told that I have to phone Barclay's to cancel the credit agreement. I phone Barclay's and they tell me that dreams are suppose to cancel this. I phone back customer services and speak to a different lady who assures me that dreams are the people who cancel the credit agreement. It is now the 28th of March and I have been phoned by a woman to sort out a refund of the deposit I paid. She has left her telephone no. and extension but each time I ring I get put through to customer service who can't deal with the problem. I have now been told that dreams will ring me back immediately I'm not holding my breath. I'm surprised Dreams has not closed down with the awful service they give.
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Suzanne Flynn
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Mar 29, 2012
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Worst customer experience ever!
I hope I will receive a letter of apology for the terrible service given. That's if anybody from Dreams reads this site. I left the last message.
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college park
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Mar 29, 2012
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This company should not trade!
i wil never tradewith dreams again the service is awful i have been messed about sine feb for my tv bed different dates got n trouble with my employers for messing them about terrible dont buy from dreams
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Norfolkgal
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Apr 3, 2012
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This company should not trade!
My son ordered a tv bed that was going to cost nearly £2000 - I hit the roof when I found out as he is on a low wage, living at home so he can save for a flat and he'd signed up for a three year loan! I callled the store 2 days later to find out about cancelling the order only to be told that as it was past 24 hours there would be a cancellation fee of 20% of the original order - about £400! I offered to change the order for another bed but they said he still had to pay. I pointed out that nothing had been said at the point of sale about 24hours cancellation, but they just said it was in the fine print of the contract, even though the salesman wasn't even aware of the cancellation clause which is why he didn't point it out. Tried to reason with customer services but they wouldn't listen or even let me talk with a manager. This is appalling service and a complete rip off - is there any legal recourse?
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Nathalie70
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Apr 9, 2012
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This company should not trade!
I ordered a Tempur Mattress 3 weeks ago. Our contrat has 2 pages. The saler showed us the first page with the total price -¨£2449 - and a £92 discount we had not asked for to compensate the delivery charge - £37 - and the 10 Year Guarantee - £55.
We thank him and he went to the 2nd page of the contract, the small prints, and he highlighted in yellow "The Comfort Exchange Guarantee" which was supposed to allow us to return the mattress after 30 days if not comfy.
He went back to the first page and ask my husband to sign. But there was small prints of the first page too specifying "Please note that any discount will invalidate your Comfort Exchange Guarantee".
I noticed it 27 hrs later and couldn't cancel the order anymore, exactly as Norfolkgal explained.
After 3 failed delivery attempts, we received the mattress and it's a nightmare, it's impossible to sleep in it. We were both so in pain that we had to pick-up our old mattress from the garden shed in the middle of the night. I'm 41 and my husband 43 and we suffer from no specific joint/muscule problems.
The saler conned us, but there's nothing we can do now, we lost £2500: the saler knew that by including a discount it would void the Comfort Guarantee. This is unbelievable to be conned in a superstore that is so well known. I'm going to contact Trading Standards but I'm not sure they'll be able to help. I'm French: is there an equivalent in the UK of the American class law suit? We should do that, I've read dozens of complaints today, this company has to go down, it's a scam, a big scale scam.
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Norfolkgal
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Apr 10, 2012
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This company should not trade!
All right, I'll eat my words! Decided to write a formal complaint to Dreams setting out the facts - sent it recorded delivery to the managing director. Within two days I had a telephone call from a very pleasant young lady who totally sympathised with the situation and offered to waive all charges instantly! She also told me that if we wished to re-order another bed she would personally take over the transaction to ensure all goes smoothly. It would appear that maybe the people at the top don't know how badly their salesmen are behaving;so I suggest everyone now writes to the managing director also, it may just be the answer. Good luck everyone.
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Jaydoll28
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Aug 7, 2012
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Dreams
I paid on line for a pink double bed frame from this disgraceful company, first of all I recieved a phone call telling me that they could not deliver on the promised date, I explained that I was moving into a new property and the bed was for my granddaughter whom I have care off, this seemed to fall on deaf ears and I had to except the bed would not be delivered before we moved. When the bed was delivered it was wrong, pink side rails with a brown head board and brown foot board. Another phone call later I was promised a whole pink bed frame, the second delivery arrived with brown side rails!!!!!. After yet another phone call of which I was more or less accused of stating I wanted a brown bed I was then promised again that the pink head board and foot board would be delivered today. Oh yes the saga continues ..... The delivery company called to say they were on the way to collect the brown items not to deliver the pink!!!!!!!. I have just got of the phone with the most unpleasant person who has just told me I will have to wait 24 to 48 hours to recieve a phone call from the delivery service as seemingly this is not dreams fault. I promised my 4 year old granddaughter a pink bed, surely this isn't to much to ask.
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cheesed off
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Aug 26, 2012
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DREAMS MATTRESSES
Buying a mattress from DREAMS has been a Nightmare. After a few moans to the store and customer service, we are still awaiting an acknowledgement of our insistance that we should have a refund.
The customer service manager CHANTIL KALAYI promised to e-mail us on the 24/08/2012 to confirm our refund request as she promised a refund would be forthcoming through the appropriate department. But of course true to form nothing happened.
We how have to chat again to Trading Standards and reiterate that DREAMS state that if a mattress is too small it will squash to fit after about a month even though the gap at the side is larger than the recommended gap. They were incapable of supplying a mattress to fit even though the correct dimensions were given. They could have supplied the correct mattress size after the request,for a larger one, but true to form, they arrived with the same size mattress we wanted swopped for a larger one.
They do not meet their duty of care to customers, and they fall foul of weights and measures.
YOU HAVE BEEN WARNED WHAT HAPPENS IF YOU BUY FROM DREAMS
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Richard Ford
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Feb 15, 2017
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So far 3 beds delivered and each time wrong size
We made the mistake of ordering a new bed from the Slough store on 19 Dec.
So far 3 deliveries have been made each one with the wrong size of the base divan (despite their customer services giving assurances that it would be correct each time)
The problem was that the initial order was wrong at the Slough store and they would not take responsibility for their mistake, trying to blame me the customer...this despite given clear written instructions, their attitude and apathy to this is amazing.
They where eager to extract the payment but not so eager to make good on their contract.
Unfortunately they took away our old bed on the first delivery so we are forced to sleeping on a wrong size bed which is too high for my disabled wife who has enormous difficulty getting in and out of.
With all the numerous phone calls to date to the store and then with customer services they refuse to visit or meet me to understand the simplicity of their error.
So where do we go to from here outside of resorting to the small claims court, although I would like to think there will be a happy ending eventually
I'll keep you posted
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Domm
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Apr 23, 2018
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Absolutely atrocious
Ordered a bed bed base spending almost £100 4 weeks prior to my babies birth. Delivery date was 4 weeks away and was deleivered on time minus the bed base wheels. A further two weeks later with a brand new baby the bed wheels were delivered and fitted. The delivery drivers both used my bathroom without seeking my permission and urintated all over the seat and floor without cleaning up after themselves or washing their hands as I could hear everything.
Within two weeks of sleeping on the bed the side I favour next to the cot had dipped leaving a large bump in the middle, sleeping on the other side resulted in the same dip. Leaving me with back pain and a obviously uncomfortable nights sleep. The large bump in the middle means I am constantly feeling like I am a sleeping on a slope and do not get a good or comfortable nights sleep. Technicians came out and said that the bed had dipped within their acceptable range of 3cms. I was not made aware that a expensive mattress could or would dip and I do not find any dipping acceptable at any point. After complaining and negotiating I was offered a £60 goodwill gesture as there are no suitable beds via the comfort exchange. I would like to know the governing trading standard body as dreams are refusing to refund.
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Domm
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Apr 23, 2018
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Addition
Above review amendment, I ordered a bed and a bed base totalling almost £1000
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Bluebell
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Aug 20, 2018
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Dreams mattress
we bought a mattress from dreams in January this year. In a couple of months it sagged. We got in touch with dreams who said some one would come and look at it. The chap came with a piece of string with weights on to see if it was level. When my husband said that wasn't the problem the mattress sank, he said that's he did that is all he did. If we want any one else it would be at our expense and had to be a reputable person. Have you ever heard anything so ridiculous. They would give us £200 towards a new mattress. They shouldn't be allowed to advertise on telly. It cost us over £600 to buy it. January 2018..
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