Dreams Arvostelua 

Shocking service. Ordered bed 6 weeks ago along with assembly. All that got delivered was a mattress. No one knows where the base is. I have nothing to sleep on. Called customer service and there is only live chat with 203 people in front of me.

I am writing on here as I am very disappointed with the service I have received from Dreams. We purchased a bed on 5th July at the Maidstone Branch - all went smoothly and the sales lady was very nice. After we paid fully for our bed we were asked to choose a delivery date which we did of 3rd August. On the day before, I hadn’t heard anything so I rang through to their Customer Service number. This took me an hour and a half to get through! When I finally spoke to someone, they said that our delivery date had been changed to 11th August. I was annoyed as we had not been informed of the change. They did offer a £150 discount as way of an apology.
11th August arrived (today ) and I had not received any notification again. I rang Customer Sevices again (over an hour wait ) and also went into the online chat to see which would be the quickest option. After an hour and 25 minutes- I finally had a reply from the online chat and they told me that the bed was now down to be delivered on 2nd September!!! This again meant that I had had no notification of this change. They offered me another £200 as compensation. I really hope that we do get our bed delivered on the 2nd - I have lost total confidence in them now

So disappointed after amazing experience with Reece when I ordered a £2500 purchase. Been counting down for delivery this Friday to be told not in stock and don’t know when it will be. So I’ve sold my old base and come Friday no bed. I purchased this bed due to health issues. To top it off I’ve been offered 2 silent night pillows free. I asked if someone could call me as yesterday I was 177 in Que and I’ve just been told they can’t call out. The only time you can speak with someone is when placing new order. I’ve just sent email to Jonathan Hirst CEO so I’m hoping he will make it right and get someone to call me.

Great help from Rachel @durham to choose my mattress today. Really listened to my sleep preferences and mattress experiences! Sleep position diagnosis gadget was amazing!! Very happy with the mattress choice I've made!

More like a protracted nightmare. i bought 3 double beds with underbed-storage, and a wardrobe. i was also gifted a set of pillows. and so the farce began. i could not get a definite date for delivery but eventually that was sorted, after a number of follow up calls. then it turned out that the wardrobe came from a different supplier and could not be coordinated with the beds - it arrived 2 weeks later. again, it required a number of follow up calls. we paid extra for installation across the board. the beds were installed. the wardrobe was left at the front door. the delivery people, from a different supplier, assured me that installation was not included and refused to do it. then the lift mechanism on one of the double bed's under-bed storage failed - a nut had been forced onto the bolt and stripped the thread. the nut came loose and couldn't be tightened. i asked for a replacement and was promised one. nothing for 2 weeks. i called again. no parts available. then 2 parts were sent, 2 weeks later, 3 days apart. every time i need something from dreams, it requires at least 2 calls. i am currently on hold for 40 minutes, to arrange, for the third time, for the replacement parts to be fitted. i wish i had never placed an order with dreams. they are completely rubbish with their customer service, and the whole experience has been one of continued frustration. unless you have the patience of a saint, avoid at all costs. i cannot believe that so much can go so wrong - what a shambles. oh, and the free pillows were delievred early so went missing - they were finally delievred 6 weeks after we moved in, after 3 follow up calls. why bother?!

On a very busy Sunday afternoon, all staff were making themselves available, helpful with mattress selection and offered the mattress analysis as a solution. Very knowledgeable staff. Walked away with divan base, mattress and headboard- exactly want I was shopping for and within my budget! Thanks to James @ Cribbs. Looking forward to my new bed.

Debbie at the leicester branch was great! Friendly, informative, and got us what we wanted quickly!

We were served by Musa at the High Wycombe Dreams store and he was excellent. He was particularly patient as we were shopping for a new bed for our 94 year old mother. He showed us a variety of suitable mattresses and beds with headboards. He wasn't pushy at all but friendly, courteous and professional.

Came in to the Portsmouth branch and purchased a TEMPUR® mattress and a new bed base with storage + lifting controls.

Was supported by Mo, what a legend that chap is. Really nice to talk too, very friendly, knows all the products, both interesting and helpful to talk to.

When I arrived I was given access to an assessment service that checks hundreds(?) of your pressure points on your body; basically you lay on the bed and then move into your preferred sleeping position, it does an assessment on how you sleep and your particular pressure points and then recommends the appropriate mattresses. You take a pillow and then basically test all the beds until you're basically falling asleep while supported by the team, very modern, very cool.

I have issues with shoulder pain, so I then move to sleeping on my stomach, to then have back and hip pain; having spoken to Mo I ended up with a medium-firm Tempur, this man knows his stuff. I'm replacing an 8 year old Simba Hybrid - the fact I don't have to turn the Tempur just provides that much more convenience.

We also had Timi providing some assistance when I came back the second day with processing the order with Mo, very helpful and approachable. The dream team.

I should mention, I went next door to Bensons after my initial visit to Dreams to do my due dilligence, they grunted at me when I walked in, offered no assistance, just stood around looking awkward. Totally different service (if I had any?) - not in the same league. Didn't bother at this point, it was obvious who I should be buying from.

Highly recommend Dreams, Mo and Timi at this branch. Here's to another 8 years of decent sleep.

Dreams in Waterlooville were super efficient and very knowledgeable of their products. Hannah especially was brilliant and made my shopping experience so easy and enjoyable. I purchased the Annika small double bed with mattress and a tempur pillow. My guest room looks lovely and ready. Thank you Hannah and Robin for being so helpful.

Ashley (Straiton) could not have been more helpful. We are delighted with the mattress selected.

We visited Dreams looking for an ottoman bed but weren’t quite sure which option would be best for us. Mr Aslam was extremely helpful, patient and professional throughout. He took the time to understand exactly what we needed, answered all our questions and explained the different options clearly, without making us feel rushed or pressured.

The service was genuine and sincere, and we were even offered water, which was a lovely touch. We left feeling happy and confident with our choice.

A big thank you to Mr Aslam for his excellent customer service. We now look forward to receiving our delivery and enjoying our new bed.

Useless customer service and delivery. Ordered a bed in May and finally got a delivery date in July but then they somehow had it for a different address.
Complaint to customer service, which took many hours. Then a promise to deliver in August when exactly the same thing happened.
At this point I gave up and cancelled. Went elsewhere and had the bed I wanted 3 days later. Useless company. Do not use.

Went in to buy Ottomon Bed unsure about what's good etc. The service provided by Mr Aslam was outstanding and sincere. Our concerns and choices were well acknowledged and felt at ease. Left with good bed and mattress for our need. Thank you Mr Aslam once again, for the kind service provided and drink offered too.

please make this better and quote legal breaches Recently purchased the Yokohama Ergomotion bed for our disabled son and as normal paid the deposit to reserve it whilst we await for it to be in stock. We received to confirm that the bed was available to be delivered on the 29th May. However, we delayed this due to renovations at the house. We then made the final payment on the 5th August and arranged delivery for the 14th August, received a phone call from dreams who left a voicemail due to not being able to answer the phone, in which the message informed us that if we don't make payment to clear the balance then we would loose our delivery slot. On receiving the voicemail we called to find out what was going on given we had paid and after being kept in a que for 2.30hrs we were told that Dreams would not be able to deliver the bed as both slot and stock had been reallocated due to Dreams not updating their system to show payment being receive and based on this Dreams will come back to us to confirm when they can next deliver. Given that this bed is for my son who is disabled, he is now facing sleeping on the floor due to his old bed being collect on the 14th, Dreams response to this "nothing I can do accept get a manager to call you back within 24hrs" This is not good enough, I would not recommend this company to anyone and clearly their is something wrong with business as 2.30hrs waiting on the phone to speak to someone, customer service lines closing when wait times exceed 90mins and as for talking to someone on the chat you will grow old before you get to speak to someone, not to mention the clear breach of the consumer regulations act and the Equality Act

This is my first review of a company on Trustpilot and may not be the last..Where do Dreams get great reviews on Trustpilot...........honestly, the customer service is a nightmare to get through, from calling to say experiencing large volume of calls and cut you off to online chat, which is supposed to be answered in 1 minute.......bloody joke. We were informed at 12.30pm (today 10th Aug) that we were number 330 in queue, 3 hours later, we are down to 95 and no doubt that is another 2 hours !!!!!! I sent an e mail last Monday, given a reference number and no response. I have tried ringing again and to be informed office call hours are 9 to 4, but website says 9 to 5. Cant believe this is what you get from a supposidly caring company. I assume the reviews are written by employees, over and over again, as this is not acceptable to honest hard working people who pay good money for their products and no way to treat customers. Called into Gateshead store and i assume manageress, gave us number to contact and said our problem would be dealt with straight away, well we are still waiting............does anyone actually work in customer services

I have been trying to ring customer service and was told to try the Live Chat. I was then almost 300 in line and was holding for just under 5 hours. I got through to an agent who said i was placed in the incorrect line and would be transferred. The chat then never progressed, so i wasted all of that time.

I attempted to ring customer service again at 4:25pm which is supposed to be open from 9-5pm, only for the automated recording to state that people have gone home for the night and to try again tomorrow.

We ordered and paid for a new bedframe and mattress from Dreams on 2nd April. At the time of purchase, we were advised that delivery would take approximately 6–9 weeks.

However, as of today, 10th August, we are still waiting for our goods to be delivered.

Despite the significant delay, we received no correspondence from Dreams to update us on the status of our order. We therefore had to chase the matter on numerous occasions throughout May, June and July.

We were eventually provided with a delivery date of 31st July. Three days prior to the scheduled delivery, Dreams confirmed that the delivery would go ahead and advised that we would receive a specific delivery time 24 hours in advance. However, just one day later, we received an email informing us that the delivery would be further delayed.

Since then, we have attempted to contact Customer Services by telephone, but after waiting 45 minutes on hold, we were forced to hang up. Our subsequent emails have only received automated responses, and we appear to be no closer to receiving either a satisfactory explanation or, more importantly, the goods we have already paid for.

We find the level of communication and customer service throughout this process extremely disappointing. The order is now considerably beyond the original 6–9 week delivery timeframe, and we have been left without any clear information as to when we can actually expect our bedframe and mattress.

Dreams at the Poole branch was a great experience. Joe was very knowledgeable and walked me through all the steps on choosing a great mattress. I felt at ease and she understood my needs. She helped set up the buy now pay later too and made this again very easy to understand. Thank you Jo!

Me and my husband bought mattress today. It was such relief as we were searching for mattress for nearly a month and couldn't find the one that we liked. In the store, we were greeted with such welcome. The guy who looked after us right from the start, Phillip, was the most patient, kind, helpful, caring and fun to be around person we could've had. He took his time to listen to what we wanted, he answered the million and one questions we had without rolling his eyes, he let us try the mattresses and explained the advantages on each mattress that we were looking at. It is not easy to choose good mattress and it could be quite stressful choosing the right one but Phillip made it simple, fun and very enjoyable. Every shop needs a person like him. Then shopping would be fabulous every time!