Dreams - Coventry

i was totally satisfied during my visit mal was very helpful

We ordered the two pillows by phone to the telesales team. Roger managed to get the delivery address totally wrong, resulting in me having to ring back the following day to correct the address which he assured he would correct and contact Hermes to correct the delivery address. we received an email from Hermes telling us to contact Dreams as the address was wrong as it had not been changed. Having had to wait 25 minutes to be connected, I was then cut off and had to try again. a further 8 minutes later I was again cut off. third time lucky we managed to get through to Michelle. who sent us an email to give her the correct address. We received an email back stating the order had been processed and she would recall the pillows and send out two more pillows with 8 to 10 working days delivery. the initial delivery time was quoted as 3 to 5 days. Surely it would be easier and more cost effective to contact Hermes and give them the correct address. We are very disappointed with dreams as we are still waiting for our second replacement mattress to be dillivered, but due to the Coronavirus situation it is not your fault.

We ordered the two pillows by phone to the telesales team. Roger managed to get the delivery address totally wrong, resulting in me having to ring back the following day to correct the address which he assured he would correct and contact Hermes to correct the delivery address. we received an email from Hermes telling us to contact Dreams as the address was wrong as it had not been changed. Having had to wait 25 minutes to be connected, I was then cut off and had to try again. a further 8 minutes later I was again cut off. third time lucky we managed to get through to Michelle. who sent us an email to give her the correct address. We received an email back stating the order had been processed and she would recall the pillows and send out two more pillows with 8 to 10 working days delivery. the initial delivery time was quoted as 3 to 5 days. Surely it would be easier and more cost effective to contact Hermes and give them the correct address. We are very disappointed with dreams as we are still waiting for our second replacement mattress to be dillivered, but due to the Coronavirus situation it is not your fault.

We ordered the two pillows by phone to the telesales team. Roger managed to get the delivery address totally wrong, resulting in me having to ring back the following day to correct the address which he assured he would correct and contact Hermes to correct the delivery address. we received an email from Hermes telling us to contact Dreams as the address was wrong as it had not been changed. Having had to wait 25 minutes to be connected, I was then cut off and had to try again. a further 8 minutes later I was again cut off. third time lucky we managed to get through to Michelle. who sent us an email to give her the correct address. We received an email back stating the order had been processed and she would recall the pillows and send out two more pillows with 8 to 10 working days delivery. the initial delivery time was quoted as 3 to 5 days. Surely it would be easier and more cost effective to contact Hermes and give them the correct address. We are very disappointed with dreams as we are still waiting for our second replacement mattress to be dillivered, but due to the Coronavirus situation it is not your fault.

We ordered the two pillows by phone to the telesales team. Roger managed to get the delivery address totally wrong, resulting in me having to ring back the following day to correct the address which he assured he would correct and contact Hermes to correct the delivery address. we received an email from Hermes telling us to contact Dreams as the address was wrong as it had not been changed. Having had to wait 25 minutes to be connected, I was then cut off and had to try again. a further 8 minutes later I was again cut off. third time lucky we managed to get through to Michelle. who sent us an email to give her the correct address. We received an email back stating the order had been processed and she would recall the pillows and send out two more pillows with 8 to 10 working days delivery. the initial delivery time was quoted as 3 to 5 days. Surely it would be easier and more cost effective to contact Hermes and give them the correct address. We are very disappointed with dreams as we are still waiting for our second replacement mattress to be dillivered, but due to the Coronavirus situation it is not your fault.

I picked this up from Dreams in Coventry. Great service and the sales person was very helpful and friendly. Got back home (Harpenden) and realised I needed a double and not a king. Took it back to your branch in Luton and was told that I couldn’t return to a different store than the one I bought it from. This was an unopened rolled up mattress. Then argued so they eventually helped me. Then called the Coventry branch and they said it couldn’t be returned at all even from their own store...?? For an unopened roll-up mattress that I had the full receipt and order details from the previous day???? Never heard of such a ridiculous returns policy from a retailer. I would steer everyone I know away from Dreams for this reason alone.

Specifically stated needed a date for delivery due to access issues. On initial email confirmation of order all correct. Following day email confirmation sent with "date of delivery to be arranged" and an additional charge for a Saturday/Sunday delivery when i had specified a WEDNESDAY delivery. Then 3 hours later i received a further email confirmation with the original charges but still "date of delivery to be confirmed". This does not bode well for guaranteed delivery on date required.

WE were very satisfied

Mac, the assistant,was very helpful and assisted us with our purchase. When the matress arrived it was rock hard compared to the one in the shop. I went and tested the one in the rugby showroom which was the same comfort level as the one in the coventry showroom. What I have been delivered bears no resemblance to what i ordered based on my experience in the shop. I have had 16 nights of broken sleep and i'm now very fatigued and frustrated. when I visited the rugby store i spoke to greg who assured me that the coventry manager would ring me, i didn't here anything so i left a message at the store and still have not had any contact from the store in relation to my complaint. I have spoken to customer services who after a 45min conversation agreed to send an engineer whose response was "although the mattress may give a little it is not going to alter to the level that you have described" this was 6 days ago and I have still heard nothing from the customer services. Although you offer a comfort exchange policy apparently I cannot change it for the same mattress. I would dearly love the mattress I tested in store but you have failed to deliver it and support me in my complaint.

Order 072A007703 Visited poole branch and gathered info, tried to call to purchase but lady i was speaking to not available and "best to call back tomorrow". Rang cust serv, order placed and delivery booked for saturday 9th may. 8th may, rang to confirm rough delivery time, delivery slot not booked in, trevor confirmed he remembered placing the order and booking delivery but did not know why it hadnt "booked in". Next delivery available was the following friday. The problem with this was that i was having an hysterectomy on the 13.05.15 to remove cervical cancer and the reason we rushed the bed purchase with dreams was to get delivery before then. The new delivery date meant after being home for 1 night post op ( in a broken and unfit bed) i had to get up when i was suppose to have at least 3 days total bed rest so my husband could move old bed ready for new bed delivery. I can't tell you how much pain and disruption this caused at an already very emotional and difficult time.