Bought mattress August 2019

Dreams Mattresses - Bought mattress August 2019
Dreams Mattresses - Bought mattress August 2019
Dreams Mattresses - Bought mattress August 2019
Dreams Mattresses - Bought mattress August 2019
Dreams Mattresses - Bought mattress August 2019
Purchased mattress only after a few months it dipped in the areas that we slept, called the company , eventually contacted us saying they have a company called home serve that does inspections on issues raised by their customers.around a week the inspection was carried out. Two or three days later we received report to say, it had dipped on the gauge had indicated 2 and it wasnt enough to class as a fault, also we hadnt bought a frame from them, and the goods were not compatible with the frame. Therefore it was our fault because the lats on frame were too far apart, so ombudsman is my next stop

User's recommendation: Don’t buy Dreams . Or you’ll get nightmares.

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ID
#2020078 Review #2020078 is a subjective opinion of poster.
Location
Rosemead, California
Product
Dreams Mattresses Mattress
Pros
  • Good service very comfortable initially
Cons
  • Any excuse to avoid admitting a problem with the product
New Reviewer

Wrong info and bad service

On 11 September 2007 I purchased a bed at Dreams Reigate. The first time I had sex on the bed I realized that the headset I chose from the catalogue were not solid metal all the way down to the floor like the samples in their showroom. It loosely rested on two poles and was easily lifted out of position when the slightest pressure was applied. When I became aware of this I immediately went to Dreams seeing that I was given a comfort exchange guarantee. My salesperson Mr Andrew Malone suddenly claimed that the comfort exchange guarantee was only applicable to mattresses referring to small print on the back the invoice. He attempted to shrug off any further responsibility by referring me to their call centre. He even refused me to the use of their telephone for this purpose and was unmoved by my explanation that my employer had rigid rules regarding personal calls during working hours. On 16 October 2007 I send Dreams an email noting my complaint. Even though I was clear that the bed was already delivered I received a voice message from Dreams the next day regarding the “status of my order”. No other calls were made by Dreams after that. During the week of 22 October 2007 made a call to the Dreams. I spoke to Mr Nick Walsh in Customer Service. He claimed that he could not help me to exchange the headboard and later the day I spoke to Mr Darren Downes who identified himself as the Customer Services Manager. Mr Downes also refused to help me but implied that he may have been able to help me if I lodged a complaint immediately after receiving the headboard. I am neither married, nor am I in a permanent relationship. Dreams assembled the bid for me. It was only after I had sex on the bed shortly before 16 October 2007 that I realized that the headboard was loosely fitted on two poles. The only reason why I purchased a headboard was for it to act as a stabilizer during sex. A loose fitting headboard is of no use to me. I attempted to explain this to Mr Downes but sadly he boldly announced that he was not interested in knowing about details of how I intended to use the headboard as a sex aid. I believe that the second most important function of a bed is to use it to perform sexual intercourse on. I therefore find it regrettable that bed companies’ Customer Service Manager is not interested in listening to service complaints regarding how their product is inadequate to assist as a sex tool. I wanted to discuss my complaint with Mr Downes’ superiors but he refused to divulge their identities or contact details. He suggested that I mail my complaint and during October 2007 I emailed another letter to the customer service department. This was followed up by a rude phone call from a lady who identified herself as a Dreams branch manager. She stated that headboards were for decorative purposes only; she refused to help me; and abruptly ended the conversation by slamming the phone down in my ear. On 27 November 2007 I once again phoned Mr Downes. He continued to refuse to help me. Amongst other things he stated that it was my choice to purchase a headboard that I have not seen. He undertook to write me a letter explaining Dreams’ position. Sadly no such letter had reached my address during the past four months. I now have an expensive, utterly useless headboard tucked away in the corner of my room. I feel the utmost disgust at Dreams employees who renege at their promises, who is unable and unwilling to discuss the purposes of a bed with me; and who hides behind call centers that costs a lot of money to make calls to. I would like to call on everybody who is in the market to buy a bed not to buy it from Dreams.
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1 comment
#8907

I know how you feel.

My husband and I went to look for a new bed frame to replace our existing

bed. When we decided to see what dreams had to offer and we saw a bed we

liked. The branch manager showed us mattresses and we ended up deciding

on replacing the mattress as well (he was good at selling). We went home

decided on the dreams bed and returned to the store with the dimensions

of our existing Mattress to ensure that it would fit into our room. The

manager told us that the dimension (160 x 200cm or 5' x6'6") was for a

Super King Size bed which it turns out is actually (180 x 200cm or 6' x

6'6"). Feeling that he was the expert we ordered the bed and paid ?£1600

for all our purchases. The order form was folded into a pouch and

nothing was said about a 24 hour time limit. When the bed was delivered

and being put together I told the delivery guys that it was much bigger

than my original mattress and when they measured it lo and behold it was

smaller and they confirmed that my original mattress/bed was king size.

They called their manager and they said that I was to contact customer

services who would replace the bed. Upon contacting customer services

about the mistake that had been made by their sales person I was told

that there was nothing they could do as I was supposed to check the

order form and contact them within 24 hours. After a number of phone

calls they offered me the choice of paying 20% (?£285) to get the right

size. I refused and wrote to them and they have refused even though they

made the mistake. We are expected to pay this amount without considering

the fact that if we had picked a smaller size it would have cost us

less. I will never buy anything from Dreams and I will make it my

mission in life to spread the word. They have no concept of customer

service and the fact that by remedying an error they would get repeat

business. I have other rooms I was going to furnish but I will go

elsewhere. Hope this helps anyone even remotely thinking of going there.

ID
#118257 Review #118257 is a subjective opinion of poster.
Location
London, England
Loss
$40

About

Dreams Mattresses Return Policy
To read more: https://www.dreams.co.uk/returns-and-refunds
Dreams Mattresses Delivery Policy
To read more: https://www.dreams.co.uk/delivery-information
Dreams Mattresses Terms of Service
To read more: https://www.dreams.co.uk/terms-and-conditions
Dreams Mattresses Privacy Policy
To read more: https://www.dreams.co.uk/privacy-and-security
Dreams Mattresses FAQ
To read more: https://support.dreams.co.uk/hc/en-gb/sections/201757582-FAQ-s
Top Dreams Mattresses Products

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Dreams Mattresses Pros and Cons

Pros: Good service very comfortable initially

Cons: Any excuse to avoid admitting a problem with the product

Summary

Dreams Mattresses is one of the UKs leading bed retailers and bed manufacturer. The companyspecializes in beds, mattresses, bedroom furniture, bedding as well as bed linen. With 170 stores throughout the country, the head office of Dreams is located in Loudwater, High Wycombe, England. Dreams began in 1985 when Mike Clare opened his first sofa bed shop in Uxbridge West London. Mike used personal loans and savings to fund the venture, and in 1987 the 'Sofa Bed Centre' was renamed Dreams. Soon, the business opened its first Head Office and warehouse High Wycombe. By 2008 Dreams had over 250 stores, its own bed factory, recycling plant and training academy. The company was sold to the private equity firm Exponent for 230M. Today the company is a part of one of the UKs leading retailer groups Sun European Partners.

Dreams Mattresses reviews and complaints

Dreams Mattresses is ranked 53 out of 239 in Bed and Bath category

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