Dreams plc
Poor product and poor customer service

My wife and I purchase a bed from Dreams in August. We paid £2200 for "one of the best matresses in the store". We waited 3weeks for the delivery, which we didn't mind. After a week we notice that the memory foam had too much of a memory, so when I went to bed it was still dipping from the morning. I called many times, waiting over 20 minutes before I spoke to someone. They called out an independent specialist who said the bed was faulty. He said he would report this to Dreams and they would get back to me in 5 days. 2 weeks later I called Dreams and they said they didn't know why no one had called me yet. After being passed to different people I agreed to have a replacement. it was now December when our replacement came. I was asked to sign a disclaimer, which meant if the dream delivery men smashed a light mirror or pictures it wouldn't be their fault. They delivered it and the exact same problem occurred. Coming up to Christmas I couldn't get through to anyone, I got promised call backs, got told I was being transfered but instead cut off, and put hold for over 20 mins and sometimes didn't even get through. Finally spoke to someone and was told someone would call back tomorrow, didn't call. I run a business and find it hard to find the time to sit on the phone 3 times a day to sort this out. I called on Monday 04/04 and was told I would get a call in 24hrs and that I was entitled to a refund. No call again so I called today 07/04 and was now told that that they will not refund and it was my fault the bed is broken.

Sorry this is such a long message, but this has been going on since august.

Also my wife is 33 weeks pregnant now having to sleep on a broken bed. Dreams are well aware of this and still don't care.

This is a terrible company, forceful selling and disgraceful customer services. I would never ever deal with these again, and will be taken this further.

I have just spoke to dreams and they have finally offered me a refund. I purchase the Eminance matress and base for a total of £2289. They have just refunded me £1911.09. When i asked where the other £377.91 is they told me that the £377.91 if for the FREE pillows and bed linning they GAVE me for FREE.

First of all they said they couldnt refund because of the length of time i have had the bed. I first reported the problem in January not April. 3 months sleeping on a broken bed with a pregnant wife having to roll out of a 3inch dip. They really have no consideration or after care.

Once again to add, everything they give you for FREE is not. Did they really not expect us to use the pillows and bed linning for the 3 months that this was being sorted?

The FREE bedding and pillows have now cost me £377.91, which i will do my best to get refunded.

Trading standards or Citizens advice maybe able to help.

Ill keep you posted

Company: Dreams plc
Country: United Kingdom
Region: England
City: Romford

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