Dreams - Dumfries

We purchased a Tempur mattress and bed frame last October for £3000. We have been very disappointed with the mattress and find it most uncomfortable, to the point of us both having chronic back pain. Having contacted customer service and being told that there was nothing Dreams could do, we were then hit by Covid-19. We visited the store as soon as it opened to try and do something about the mattress. We were told again that there was nothing Dreams could do, being as we’d had the mattress since October. We think that this is appalling, given that we spent £3000 and were the hit by the lockdown whereby we couldn’t do anything. We made our purchase based on the information given in store and the results from the scanner machine. It has been a very expensive and disappointing experience. Dreams customer service is awful and they don’t give a monkeys about its customers, as long as they’ve got a sale. We have ended up buying a cheap mattress just so we’ve got something to sleep on that’s half comfortable. We won’t be using Dreams again.

We purchased a Tempur mattress and bed frame last October for £3000. We have been very disappointed with the mattress and find it most uncomfortable, to the point of us both having chronic back pain. Having contacted customer service and being told that there was nothing Dreams could do, we were then hit by Covid-19. We visited the store as soon as it opened to try and do something about the mattress. We were told again that there was nothing Dreams could do, being as we’d had the mattress since October. We think that this is appalling, given that we spent £3000 and were the hit by the lockdown whereby we couldn’t do anything. We made our purchase based on the information given in store and the results from the scanner machine. It has been a very expensive and disappointing experience. Dreams customer service is awful and they don’t give a monkeys about its customers, as long as they’ve got a sale. We have ended up buying a cheap mattress just so we’ve got something to sleep on that’s half comfortable. We won’t be using Dreams again.

We purchased a Tempur mattress and bed frame last October for £3000. We have been very disappointed with the mattress and find it most uncomfortable, to the point of us both having chronic back pain. Having contacted customer service and being told that there was nothing Dreams could do, we were then hit by Covid-19. We visited the store as soon as it opened to try and do something about the mattress. We were told again that there was nothing Dreams could do, being as we’d had the mattress since October. We think that this is appalling, given that we spent £3000 and were the hit by the lockdown whereby we couldn’t do anything. We made our purchase based on the information given in store and the results from the scanner machine. It has been a very expensive and disappointing experience. Dreams customer service is awful and they don’t give a monkeys about its customers, as long as they’ve got a sale. We have ended up buying a cheap mattress just so we’ve got something to sleep on that’s half comfortable. We won’t be using Dreams again.

We purchased a Tempur mattress and bed frame last October for £3000. We have been very disappointed with the mattress and find it most uncomfortable, to the point of us both having chronic back pain. Having contacted customer service and being told that there was nothing Dreams could do, we were then hit by Covid-19. We visited the store as soon as it opened to try and do something about the mattress. We were told again that there was nothing Dreams could do, being as we’d had the mattress since October. We think that this is appalling, given that we spent £3000 and were the hit by the lockdown whereby we couldn’t do anything. We made our purchase based on the information given in store and the results from the scanner machine. It has been a very expensive and disappointing experience. Dreams customer service is awful and they don’t give a monkeys about its customers, as long as they’ve got a sale. We have ended up buying a cheap mattress just so we’ve got something to sleep on that’s half comfortable. We won’t be using Dreams again.

I have no problems with the initial experience in store. I was budgeted to pay around £1,000 but chose a Tempur mattress which took the total over £2,000 on a payment scheme. I placed the order as I was told I would have 30 nights trial and could return it if necessary. What was not explained was that if I then chose a £1,000 mattress I would not have the remaining £1,000 refunded!! I dread to think how much money you gain by not being clear on this point and is the main reason I would not return, if you're not upfront and clear on that, what else is hidden...? Oh, I know! I was also told I had a free mattress protector but I did not - I was not told I had been charged the insurance cover to get it.. When I called your CS the response was that I could be transferred to cancellations. I returned to the shop to return my items and to cancel the order which was done without issue. It was not until I spoke to cancellations to request my refund that I was asked if I wanted to place an order for a different mattress - too late, there were 2 missed opportunities to keep my business... I went elsewhere and have made sure my friends keep in mind the above if they go to Dreams.

Upon placing the order we were told that our item was the lowest priced item available, however upon getting home and checking the prices on dreams website we found a similar product which was £80 cheaper.

Sales person made error in completing finance application which was refused due to this error and resulted in us being in store over 1.5 hours. Had to pay full amount rather than deposit and 10 equal monthly payments.

Problem was not with the store but with the after sales service. We were told that we would receive an email on the day before delivery which would give us a 2 hour delivery window. When this hadn't arrived by late afternoon I tried to contact you via Online Chat Service but this was not available. I then emailed and got an automatic reply saying that I would get a response within 24 hours which would not be very helpful. I then telephoned the store and was told not to worry as the email would arrive before 8 pm. The email never arrived. On the morning of the delivery I tried to telephone your 0800 number but only got an answer service telling me to leave a message and telephone number and they would get back to me. I did this and I am still waiting for the phone call which never came. I then tried the Chatline Service and eventually got hold of someone called Max. He was very helpful and told me the delivery window was 11.15 to 13.15. He had no comment regards the missing email but told me that I would receive a telephone call after 10.30 informing me of a more accurate delivery time. The call never came. The delivery was made at 13.10. I wasted half a day for no good reason.

I was very satisfied with my experience in store. Staff were very polite and helpful. Have very good knowledge of the products.

Very satisfied with overall shopping experience, very friendly helpful staff.