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Dreams phoned saying the bed was coming within the hour. It never arrived. I phoned the supplier to find out they would not deliver it as dreams had not paid them. Dreams deny this. I can't get the bed for another 4 weeks if I am lucky. I asked for a cancellation of the order, they refused. I had to kick and scream for a majority refund. They would not refund the tempur mattress as it had been delivered but not used and still in plastic. I had a (FREE) mattress cover. They now are charging me for this. The bed is adjustable and the bed is 2000mm in length. The mattress they sent is 1900mm which is the wrong size and within the eyes of the law is not fit for purpose. The cover will be useless on an adjustable bed as it's the wrong size. This has left me with no bed for 5 weeks with an arthritic Spine and bulging discs . The customer services are useless. If you have an order and have problems go into your shop. Do not buy a gaurentee with dreams as if they are about to go bankrupt again it would be worthless. . The price promise is useless as I found the mattress £110 cheaper and the base £300 cheaper and I can get the base within 2 weeks not a month that dreams are quoting.
I'm sitting here, sobbing my heart out because I'm trying to get an adjustable bed delivered that I paid for three months ago (August). I'm registered disabled and need this bed to help relieve some of my pain. I've been lied to, directly lied to, by two members of staff at the Oldbury store and just can't trust anyone there anymore.
I should have known not to trust the Oldbury store when the saleswoman tried to trick me into signing up to a marketing service (I asked if it was marketing, she said no, and I read the screen that said Marketing Opt-Out). But I thought it was a one off, and carried on with my purchase.
I was promised delivery of the bed and mattress on the 15th of November (when I paid in August) and then the 19th. The 15th was a lie as this was when the mattress would be delivered and not the bed; the bed was to be delivered two days earlier. I live in a small studio - I don't have space for two beds, and I can't sleep on a frame without a mattress. I then called Oldbury again to try and sort this out, and was faithfully promised that the bed and mattress would be delivered on the 19th. I've taken a day off work, arranged for family members to take time off and come from Birmingham to dismantle my old bed, and paid for a man-and-van service to take my old bed to my sister's house. I have now wasted everyone's time and money, as the frame manufacturer have said they can't deliver until 22nd, and never agreed with Dreams to deliver on the 19th.
I don't know what to do anymore, the cold has been making me more sore anyway, and the stress from this on top is making walking unbearable. I can't cope like this anymore and I just can't trust Dreams' people when they keep lying to me.
A despicable experience from start to finish. Due to their website listing being so ambiguous I phoned their sales team. Promised a callback twice and nothing happened. Miraculously managed to speak to someone at the third time of asking, who would start this whole situation.
It is key to point out, that the bedstead I was interested in was listed as 'Tuscany Bedstead'. That information is crucial to the rest of what occurred.
The individual I spoke advised unequivocally that the bedstead was a King Size (which is what I wanted, seeing as I wanted to upgrade from a Double.) On that basis I ordered the bed at just shy of £600.
I also purchased a King Size mattress to fit my new King Size frame.
Delivery men arrived and assembled the bed. Presented me with no paperwork at any point, and only after the bed was assembled and I was asked to come through, that I observed that the bed was a Double. In fact smaller than my old bed.
I ask the two delivery men to dismantle and take away as this is not what I was informed was coming. All correspondence relates to 'Tuscany Bedstead'
I was told to phone Dreams and they would "sort" it all out.
I phoned them that very morning and was advised that I could either get a refund or a replacement. I did not want a replacement so I was told that a refund would be forthcoming. I am entitled to that within 7 days with online purchases regardless. After 3 days I had heard nothing.
I phoned them back, and was told I would hear in 72 hours. I received a call 2 days later informing that the bed would be collected and upon them receiving it I would be refunded. Then literally 7 minutes later, I get another call.
"Higher management have refused the refund request due to the bed being assembled."
I didn't assemble the bed. I haven't touched the thing at all. At this point I indicated that Dreams had told me it was King Size, and I explained the ambiguity of the listing.
This is where things took a turn. The 'manager' I spoke to agreed that it was strange that the listing was so ambiguous. However, he committed to nothing except a phone call back (ironically I have not received that call yet... 4 weeks after the event).
I found the whole process a little disconcerting so I took a screenshot of the listing showing Tuscany Bedstead in it's most ambiguous form. Only to discover that very night, that the listing had been changed to show Tuscany Double Bedstead. An admission of culpability you would think...
Nope. I have a series of emails, with questionable levels of spelling and grammar, from all manner of Correspondence Executives. Customer Service Individuals and the like.
They now consider their position made clear, trying to tell me that I am in error because I placed the order and the bed was assembled. Also by helpfully telling me that when they search for Tuscany Bedstead it clearly states Tuscany Double Bedstead.... Yes. Yes it does, only after you changed the listing to try and cover your tracks.
So I figure they reckon I am supposed to just say Thank You! Take my nigh on £600 and thank you for delivering something completely inappropriate.
I have now forwarded all the details onto Trading Standards. And additionally my Credit Card company are investigating. They are especially interested in the screenshots of the before and after regards the listing.
Suffice to say, I will now forever recommend all my friends, all my relatives, and anyone that will listen to stay as far away from Dreams as they possibly can when it comes to anything bed related. In fact anything at all.
I hope anyone on here will take heed of my experience and not use them, I have never in all my life experienced such poor customer service.
I am almost certain, had I not asked for a refund and got another bed from them, then they would have behaved in a completely different fashion.
avoid Dreams at all costs.
It's useless writing my whole experience with Dreams, as they don't have good customer care at all, trust me they are well trained to find faults obviously blame the customers, they are not at all ready to admitt there problems! Very bad service, from top to toe, they are hopeless, trust me it's out of our experience.An email was replied after 2 weeks... Even though the automated reply says they take maximum of48 Heston get back, excellent dreams!So many calls, rude customer service ALWAYS blame the customers for their poor services, and come up with so many lies!!!! Different people tackling every time we call, no proper trackings... Hargh!!!!!EVEN IF DREAMS GIVE AWAY FREEBIES!!! I will never get them let alone be any sales!!!!You need to have a massive improvement when dealing with customers, I mean from head to toe.
It was a disaster from day one. The mattress + base were delivered late. Base turned out to be faulty. They did not replace it for weeks. I had to call customer services every day, arrange someone to be at home for days and they always found a reason to not change the faulty base. No one ever called to say, they would not do it when they promised they would. Also the mattress itself is a disaster. We changed our bed to help with back pain and that got worse. We had to apparently keep it for 30 days to be eligible for a replacement! Sure, no problem, we'll sleep on the sofa - have to be punished for shopping at Dreams! Customer Services started to get aggressive and more aggressive. I am really annoyed with myself. Why go to Dreams, when there are other options? Large department stores, where the price is as good? Shame on me!
I had an issue with Dreams, however I emailed RAKing@dreams.co.uk, which is the email address for the head of Dreams Customer Services and they resolved my complaint really quickly, to the point where I would probably go back to Dreams.
I wish I had read these reviews before ordering from Nightmares (sorry Dreams). I ordered a memory foam mattress for nearly £2,000. They gave me a delivery date 4 weeks ahead which seemed fine. I was told I would receive a phone call in the morning to give me a fixed delivery time. This didn't happen. Instead I got an incredible phone call from the driver telling me that mattress was dirty and whether I wanted it delivered! You can imagine my response. A new delivery date was fixed 2 weeks hence. Again no phone call or attempt at delivery! I had to telephone customer services myself (more like customer disservices). They couldn't see what the problem was and simply said they would re-fix the delivery. I then got a phone call from the Staples Corner Manager, where I had bought the mattress from, he seemed quite helpful. He offered me a discount and assured me it would be delivered on the 3rd occasion. What do you think happened? I have tried to ring him since but he has always been too busy to speak with me including today. My girfriend has taken 3 unnecessary days of work. I have sent them 2 complaint emails for which I haven't even had the courtesy of a reply. I have spoken to their customer services on countless occasions. Hard to imagine less qualified and helpful people to do this job. I asked them at least to refund me the cost of my pillows (about £100) for the inconvenience caused. Yep you've guessed it they've declined. Their manager has just tried to charge me for 2 pillows when they'd already given me one for free! Please save yourself the trouble. Go to someone else. It's not worth the trouble
Having ordered a new bed and mattress I was given a delivery date in store, I told them it was inconvenient and was told it would be changed as the computer was playing up and I was to expect a return call. 4 phone calls over a week to Dreams still the date not changed and I was even unable to do it on line. By this time I was totally fed up with the store staff. I went into store to cancel my order to be told they could not do it in store I had to phone customer service to do this, I phoned from store and after a lot of messing about by them it was cancelled. I did a strong email to complain and got a phone call today to say only half the order was canceled and did I still want the mattress on the agreed date.. This again took ages to sort out a refund. Not once during the whole episode did anyone apologise for the bad service. I will never buy from this company again. I am now waiting for my refund with baited breath. The customer service is very poor, the store staff were more bothered about how short staffed they were.
I had the unfortunate mishap of dealing with this company on a recent purchase of a New bed...I proceeded to take the day off work unpaid to wait for my bed to arrive and when 3pm came with no word I phoned the Newry shop that I was dealing with to be told that no delivery slot had been booked for me!fury had taken over me and I was fobbed off by telling me that I should have the bed by tommorow another day off unpaid!and all without an apology...completely disgraceful...I will await the delivery tommorow and if no delivery I will cancel my order and go straight to the papers as people need to be aware of. companies that are there to rob you blind!!!!
My Wife and I originally purchased a "made to order" 6ft bed frame in the Dreams Plc store in Longwater, Norwich on the 01-08-12 for £879. Several days later (there was a problem with the system at time of purchase that would not allow booking of a delivery) we were given a delivery date of 17-08-12. I have now discovered the frame is now for sale at £479? I called the dreams customer service number after approx. an hour of being on hold. I was very rudely told that there is nothing they can or will do about it and price changes are covered in the contract I have signed (I have not signed a contract) Further they will not be able to deliver the product on the original delivery date due to warehouse stock issues (although the bed was sold by the salesman as a made to order product) and also they can not give a new date at this time. I have been instructed that if I "want a new date" I will have to contact them again in a weeks time to be given a new delivery date! When making enquiries at the store today, the store manager shouted at my pregnant wife he did not have time to deal with her complaint as they are busy with a sale on! and he will "call, when he is free and good and ready"
Dreams bed store is the worst company ever they are just knightmare, please don't by any thing from them as you will regretted, after I bought a king size bedframe&mattress from them for around £750
They gave me a delivery date wich was 26th of July it was fine they delivered the goods on time, but only abit later I found out it was wrong size mattress they send me a super king mattress, it makes you lough when it says britains leading bed specialist and yet they make stupid mistakes like that, after tones of phone calls to there customer service wich they are the most rude and nasty peoples you will ever speak to, they promised three different delivery date for replacement it never happened, and then when I call them back they just say sorry we haven't got it in store any more and you have to until it comes in to store , it's nearly three weeks and i still don't know when I get my mattress, a super king mattress is hanging about in my living room in the dirty greasy plastic back and I was told by them to look after there mattress untill they collect it back and make sure it's still in the plastic back and don't use it or you will be charged, I will say if you buy anything from dreams you will have nightmares AVOID.
ordered a bed 7th June 2012 delivery date agreed for the 28th June. No bed arrived Rang Dreams they gave me the courier number to give me the run around didn't give me the UPI number so couldn't chase the order. Rang Dreams back after being on hold forever Dreams said the order had not gone to the courier which man number 1 must of known. Then they could not deliver again for another 6 days. Customer Service never answer your emails and when you are on the phone they sound the most disinterested people I have ever had the misfortune to speak with. I have never felt the need to complain before about anything and I have received a lot of bad service but Dreams win the prize for worst customer Care ever. Now Bought a bed from elsewhere which I ordered Friday and will be delivered Monday.
Spent £1,250 on a tv bed in April now it is the end of June still do not have the bed. I have taken two day's of nobody arrived. Even phoned customer services (by name only) they said it's on the way, the shop however I bought it from seem to know we had not received or was not going to receive the bed. It is not even the money it's the lies and deception from CS. I will be going back for the £cash I never again want a bed from this company. However made it clear in the shop where customers listened and left. Kezza
I ordered a bed from Dreams on the 5th May. On the 18th May i get a phone call to say it would arrive on the 21st of May. Yet when the 21st came i get another phone call to say it was out of stock and would have to wait up to 3 weeks!! Why ring me up to say it was coming when it was out of stock!? The lady on the phone said as an apology when it does arrive it would be put up for us. Last week i receive a phone call to say its coming on the 30th June. When asked 'is it still being put up for us'? They replied with 'we don't know anything about that so no'....we can give you £30.00 worth of vouchers instead if that helps? Why the hell would i want vouchers when i'm never going there again. The company is a waste of time and space, hard to get hold of and the staff are pretty rude too and don't really have a clue what they are doing and most of the time whilst i was in the store they were texting....not very professional!! I don't have a clue how this business is still going with so many bad words reviews over the net!! Wish id of read reviews before ordering. So note to anyone who is thinking of ordering - Don't bloody bother!! And i have had 2 rate them at least one star to post this comment..overall they deserve no stars!! :-)
On 28th of April I placed an order value of about 3K, then changed mind for some reasons and about half an hour later returned to the store in Cambridge and cancelled the order. They said it'll take 4-5 days until I'll have the deposit back in my account!!!Ever since I have been chasing this up and simply no success! Every time they say it's being processed! I'm so very glad that I cancelled the order with them, I always wonder whether the quality of their products would be as bad as their customer service? To me it's very likely.