Dreams - Gateshead

Product damaged only notice by delivery team after putting bed together. Quality control is an issue as both parts of bed damaged. Told I wld get phone call re replacement - I had to ring up and chase delivery. Offered £30 compensation as I have to empty room again and await delivery.

During the credit application there was a system error of some kind and the colleagues contacted a help desk and were past from person to person on the phone, which resulted in me spending 2 and a half hours in the shop, with two small children! We missed all the other shops as they were closed when we left, a wasted shopping trip for the children and myself. Also I was told as part of the deal as it was a bank holiday weekend, if I placed an order I would receive free delivery. My husband is military and had his discount applied but we were then told we could not have the free delivery if we had that. Now on reflection of this, that seems highly unfair as the free delivery was part of me placing an order on that day, and I then had that taken away, it should have nothing to do with the military discount. Due to being stuck in a store for that length of time I feel that the right gesture would have been to honour the free delivery, which shouldn't have been removed in the first place. I did suggest this to the store manager but he said he didn't have the power to do so! First experience with Dreams and can't really say it was the best! Any feedback would be appreciated.

Service outstanding in store. Customer Service fabulous and product knowledge was too. Paid cash for items purchased. Bought other items plus mattress cover and other insurance. Awaited bed arrival that's when the problems occurred. Totally dissapointed with warehouse. Mattress was wrong one purchases. No one mentioned it until I contacted customer service. Apparently warehouse did not have pocket sprung mattress in stock so I was given a replacement but not informed. Very poor quality basic mattress. Nuts and bolts missing off order so had to reorder these. Badly let down. Not very helpful to resolve issue initially. Have to wait a further 7 days for mattress to arrive however I have no faith that this will arrive due to no assistance given originally. Senior lead was not very helpful to resolve problem however she did refund my delivery costs back.That was not resolving the problem. Awaiting mattress delivery Monday

I was looking in your Gateshead store and found a bed perfect for my child, when we asked the sales assistant the cost she said £199 for the bed I asked if that was how it stands(with draws and steps ect) and was told yes. We went to the till to purchase the bed along with a mattress and was told she had miss quoted and the bed was £399 (double the price) as it seemed to be the right bed we still went ahead with the sale. On returning home we decided that the bed was not right for us and called customer service for a refund. The consultant at customer service was rude and made me feel like I was in the wrong for wanting a refund, she also took the wrong card details down for my refund. No one contacted me to tell me this and I had to call a week later to chase my refund to be told they had taken wrong card details and would take another 7 days to be in my account. I am puzzled as to what would of happened if I had not called. Also I was then told I had to pay delivery for my mattress as I cancelled the most expensive part of my order.

Drew was very professional, had lots of patience while I was trying to choose

I was told the Hypnos bed only had a 1 year warranty by the assistant which led me to purchase the Dreams extended warranty cover for 8 years. I was missold this as it later transpired that the mattress has a 10 year manufacturers warranty.

I am highly satisfied with the product and the quality of service provided, Andria was more than helpful and very efficient,tried several mattresses and I'm sure that we chose the best one for our needs with her help. The delivery date is as requested, excelled my expectation with the quality of service provided and I'm very happy with my purchases.