What’s happened to Dreams? Bought two beds from them in 2019 and received great service. Needed another bed in 2020 and the service I’ve received this year has been truly appalling. I’m left wondering if the company are heading in the same directions as recent retail fatalities.
Visited the Chelmsford store early October and ordered a base and mattress. The salesman was efficient, friendly and I was given a delivery date of 4th December. I paid a £1500 deposit with the remaining £700 to pay. Received an email from Dreams on 1st December to confirm the delivery date and a reminder to pay the remaining balance by 4pm. It said in the email that the bed had to be paid in full 72 hours prior to delivery. I paid the balance online and received a payment confirmation at 3pm.
On the delivery day, my husband took time off work on to dismantle the old bed and clear the bedroom to make way for the new bed. As I hadn’t received a call by 10am to advise of the delivery time, I called customer services for an update. After an extremely lengthy wait, I was told that my delivery slot had been cancelled as I hadn’t paid the balance of £700. I forwarded the confirmation of payment email as evidence that I’d paid it and was then told that payment had to be received 7 days before the delivery date.
That’s not what it said in the email.
A new delivery date was arranged for Tuesday 8th January. I received a text and an email to confirm the new delivery date. That’s where the story should end, you’d think. Sadly not.
On Saturday evening, 5th December, I received a phone call from Dreams to say that the bed wouldn’t be delivered on the 8th as the base hadn’t been built. They couldn’t even give me an estimated delivery date.
I’ve cancelled the order and am currently awaiting the refund. Hopefully I’ll get it back into my account before the company make any announcements about its future.
Dreams have severe communication issues, tell lies and based on the service I received this time, I’ll never buy another bed from them.