Dreams Bed Superstores? Dream on!

David, Swadlincote writes:

Totally agree with the comment about Dreams. It took five days to deliver a bed and mattress all because they have incompetent staff in the warehouse and on the customer service team. It should be renamed NIGHTMARES.

AT, London writes:

I'm in agreement here. The Dreams show room from which I purchased my bed was next door to their warehouse and yet, after making a number of calls to confirm stock was available from which I could pick up my purchase the next day, I arrived to find there wasn't any in stock. I was told upon payment that stock would arrive in 5 working days. This time, I am told "about 2 weeks". I witnessed staff in the showroom both physically walk to and phone the warehouse yet, when chasing them over the phone, they behave like separate entities, instead passing the buck to their national customer service line to contact the warehouse. Other customers were waiting in the cold for collection (up to 30mins) as no one was around the warehouse to hear the bell. It took 3 irate customers addressing staff at the showroom for one worker to investigate. My experience has shown staff to be incredibly lazy, and the company to be an incohesive organisation tuned to sell, but not provide. The branch in question is in Enfield - Mollison Avenue.

ZD, London 6/6/09 writes:

They literally take the pi**. I had enough of them as I have been waiting for delivery of my beds since Aug 08. They offered me a miserly £200 discount. Write to the CEO and directors. I wrote them a really long email which I wanted to copy/paste here, but wasn't able to do so. This morning when I called again, they said they can deliver in 3 weeks! Now, after my email, they are saying they can deliver tomorrow. That is besides the point as they do not address compensation, so negotiate hard and negotiate well. As I have been waiting forever, I will wait and see what the outcome will be. Go to the top, you'll encounter gate-keepers, but be persistent. No-one was prepared to give me their email and you are passed from pillar to post. I done my research. They make profits and turnover of £200 million plus and for them to treat us that way is unacceptable!

Teresa O'Donnell, Oxfordshire writes:

I paid nearly a thousand pounds for bed and mattress over a month ago after being told I would receive my bed in five days and that it was definitely in stock. All in all I took four days off work without anyone calling to tell me they couldn't deliver!!! Each day before each delivery date I would phone to double check and each time it was confirmed delivery would be with me the next day. Each time nothing!! It took ages to get through.  Today, after running up a big phone bill, I have been told my bed is not even in the country and the next date available is another month's time. I went to shop of purchase who seemed unhelpful and more interested in customers purchasing in store. Eventually I demanded a full refund to which they than decided to ring customer services who did their best to keep the sale offering me a £180 discount and assurances that the operator will personally ring me every week to update me on delivery of stock to the warehouse. I am so shocked at the treatment by this company and the shoddy customer service who don't seem to know what's going on. I will be writing to the BBC and hope they can warn customers about this con called dreams. Also, their advertising should be removed from TV etc. I will never shop at this shop ever again and I warn others to do your research before you part with any money.

Carol Williams, Epsom writes:

This is a letter I sent to Dreams. Needless to say , no reply.

Good afternoon,  
I thought that I would ask you if you had good nights sleep on Saturday night. My 82 year old father and 76 year old mother did not.   The new electric beds were supposed to be delivered Saturday afternoon according to a phone call that my mother received Friday.   Consequently my husband and his friend went over to the flat and broke up and disposed of their old double bed.   Around 10.30 am she had a phone call to say due to an error, the beds were not loaded up for delivery.    My elderly and disabled parents were now without anything to sleep on. My mother (not wanting to be a nuisance) said that they would sleep on their chairs for the night. Great! Said the lady on the end of the phone, all sorted then.   My mother phoned me, quite upset and I phoned your customer services and went ballistic. I could not put them up as I have my daughter and son-in law staying with me.   Nobodies fault apparently, down to your computer system; my mother wants to sleep in a chair apparently.   This is absolutely disgusting, £1000 beds, extra for headboards and delivery charge. You are not a caring company and it will be my mission to let everybody that I speak to, know this. The beds were delivered on Sunday morning after my parents had been up all night because they could not sleep in chairs comfortably.   Something should have been done, a lorry sent out with their beds on it.   A disgusting way to treat customers and you need to sort out your customer service training.   I will wait for an apology from you to pass on to my parents.

No apology Yet!!

N J Elliott, Salisbury writes:

My bed broke after 9 months, reclining mechanism parted .i fixed it myself but called repair man who duly arrived armed with a CAMERA - NO TOOLS. he refixed the mechanism took lots of photos etc. After 2 months the mechanism again broke it is now held together with cable ties and parcel tape! .the de-luxe mattress is out of shape and not expected to last 2 years. THE COMPANY SHOULD CHANGE THEIR ADVERTISING TO "SLEEP ON A BED OF NIGHTMARES!!!!!!"

Anon writes:

You all want to think yourselves lucky you don't work for them as I do. Since Mike Clare sold the company two years ago, Dreams bullies it's staff, blames experience salesmen for a bad days trading and continually threatens us over 'compliance' and KPI's. If a regional controller from Dreams reads this, ' change your attitudes or you will lose a more good staff. I'm off shortly. A good case for the 'Sun' to send someone in undercover......

Stuart Hall, Ashby writes:

Dreams are a joke!!!!! I am still waiting nearly two months for my goods. Customer service is non existent, they even sent me a letter with a contact number that was out of service. No one is available to discuss, no date for delivery, they have of course get my money, paid in advance.

Sylvester Brown, Slough writes:

I purchased a bed in May had a phone call from the sales staff confirming my bed was ready for collection at the Loudwater branch, having hired a van to collect the bed i was told when i arrived the bed is not arrived from the suppliers.   I called the branch back to ask why i was told the bed had arrived he said that is what he was told and advised me to call customer services as there was nothing he could do.   I called customer services and there answer to the problem was we will deliver the bed free of charge.   Two weeks later i call the branch manager to find out were my bed is and he called me back to say the bed had been delivered to Loudwater 2nd of June as somebody will be calling me within 24 hours to arrange delivery time 5 days later i call the manager again to ask why no one had called me, he said he will contact customer services to find out why. Today he has called me to let me know the bed has not arrived however 5 days previously he called to say the bed is in stock.   I have never in all my life dealt with such an unprofessional company.

Barry Mantz, Orpington writes:

i purchased a bed from dreams on 12/02/10 it was delivered to my house covered in mud and BLOOD STAINS it was returned and i purchased a different bed and  two chest of draws they arrived today 07/07/10 the wrong colour so after five months i still have no bed, the customer service people are useless nobody wants to solve the problem. I am told i must wait another 3/4 weeks for my bed, buy yours somewhere else !!!!

Vanessa Todd, Glasgow writes:

I completely agree with all the comments, I spent just over £3,000 in a Dreams store, we have moved house and wanted all new beds for moving in, firstly the mattress we ordered at a cost of £650 we were told does not actually exist instead we were getting one at a cost of £500, the sales person tried to fob us off by saying "it's actually a better mattress" now how can that be when it is £150 less?? then my bed frame and furniture i was told would be delivered 2 days after the mattress, which meant sleeping on the floor for 2 days, that 2 days then ended up being 5 days, we also paid an extra £25 for our bed to be professionally made, when it was eventually delivered we had to wait a further day on someone coming back to make the bed. I got through to a manager after numerous calls and he offered me £200 compensation, well it has been 2 weeks since that call and low and behold we have still not received the promised £200!! I never realised spending over £3,000 for new beds would be such a stressful experience!! NEVER AGAIN will i shop in Dreams!!

Sophia Agamemnonus, Middx writes:

I agree with absolutely everything that is written regarding Dreams - what an appalling service I received by a company claiming to be 'Britain's Leading Bed Specialist'. 'Britain's Leading Example of Consumer Law Disregard' would be overwhelmingly more apt. I ordered a bed and mattress from Dreams on 10.7.2010 and paid almost £1000 in total. Two days later I was told that my mattress had been 'double sold' and that I would have to some into the store, choose another mattress and put the order through with the Customer Services team. Great. So another journey to the store and another hour spent in Wembley choosing a mattress to then be told that I couldn't order it with the store but had to wait until Monday when Customer Services were open. What a wonderfully efficient system. I lodged the order for the new mattress and was told that it would be with me in 2-4 weeks - so no later than 13 August. Marginally annoyed, I gritted my teeth and asked when the bed frame would arrive, only to be told that there was no bed frame in the system! After a ridiculous number of phone calls, time excessive spent in my day trying to convey that this was unacceptable (a notion lost on this joke of a company), I finally had my bed frame delivered. A couple of weeks later, I phoned back to find out when the elusive mattress was coming in - 30th August - a bank holiday - I had to point out to THEM that they do not deliver on a Bank holiday - how encouraging. And for those in Dreams that cannot do the maths (let's presume that is everyone that works for this pathetic company), that's 7 weeks from order date to delivery date. Excessive to say the least. That's not all folks - this shambles developed even further when I was then also asked how I would be paying the excess money (because the new mattress was more expensive than the one I originally wanted!) I cannot repeat writing what I actually said - needless to say, I didn't pay the excess. PLEASE - if you value your time, money, sanity and dignity, DO NOT purchase anything from Dreams. They are an absolute disgrace whose practices border on being in direct contravention of the Consumer Protection Act 2008 and needless to say, I am escalating my matter further.

Bob Eley, Chandlers Ford writes:

Hi my disabled wife and I ordered and paid for a bed £850 on Tuesday 3rd Aug, we were told it could be up to 28 days this we were happy with. Dreams (Nightmares) phoned on the 11th Aug to say they would deliver our new bed on Friday the 13th, on the Thursday we disposed of our old bed, only to get a phone call later to say your new bed has come in to them damaged so they won t be delivering it to Friday. I phoned their customer services on the non rip off phone No. 01628535353 and after many phone calls they have offered a £70 voucher for our inconvenience. They hide behind the small print that gives them 28 days to deliver and that they had never told us to dispose of our old bed, they also never told us at the time of making delivery arrangements that our new bed was still not in their possession yet therefore unchecked. At this point a reputable company would have asked what they could do to help, When I asked for a loan bed I was told we don't lend beds, when I asked for a refund I was told it would be subject to a 20% cancellation fee (£170) as they still hiding behind their 28 days delivery part of their contract. Had they not phoned before they were in possession of the bed we wouldn t had disposed of our old bed. A reputable company would have refunded the in full without question. If you want Nightmares then Dreams are the place to go.

Rosalind Clark, Reigate writes:

Experience not as bad as some but frustrating enough being kept on hold for ages! Although staff in shop keen to help, I have also waited in for a whole day expecting a bed to be delivered. Customer services just said out of stock once i eventually got through and gave me a delivery date for the following week. Bed arrived but not all the screws!! Beware!

Alice, London writes:

Ordered a bed six weeks ago, been told thrice it would be delivered on 3 various dates after calling each time to chase them up - the first two times, I was told that the bed was actually not in the warehouse, and no one had even bothered to keep me updated. Called Customer Services several times over the past few days, spoke to three different people, every time I as told I would get a call back, which of course never happened. Now waiting for the delivery today, still no sign of life, and of course their customer hotline (which I must have called for more than 3 hours in total) doesn't work on Sundays. I am seriously considering taking them to court. AVOID AVOID AVOID Dreams beds.

Christophe Maugino of London writes:

Totally agree!!!

My experience with Dreams was (still is) a nightmare:

1. First they wanted to deliver when I was not home,
2. Next they were on their way, but they were missing a box
3. The next week they delivered the wrong bed and it was damaged
4. the next week I did not get a call, but when I rang customer service they told me the bed was not going to be delivered because there was an inventory discrepancy

Next... I don't know! I've been waiting 3 weekend in a row, and still no bed in sight!!! A real nightmare.

Keith Baxter of Llandudno, North Wales writes:

We purchased a mattress topper in March 2010. It was totally useless and unfit for purpose. We went back to the shop in Llandudno and met the first problem ... a young lady who didn't want to know.

After promised telephone calls never materialised, we contacted 'head office'. Another mistake! More promises were made and we were told to take the offending topper back to the store and it would be replaced with a more efficient one. Store knew nothing about this (so who is telling porkies - store or H.O.?)

The young madam decided that she wasn't having anything more to do with this problem and walked away, telephone call that Sat evening said that a search would be made and if topper was not available we would receive a refund. The following day (Sunday) the young madam left a message that we should pick up the topper we had left because no exchange would be made.

Wrote to the CEO another letter back from Customer Services more promises made and broken. Then started to take legal proceedings. More promises - not kept.

Finally received said topper this morning 18th Nov. Is matter now over? NO I will pursue the seemingly missing CEO until he has the decency to reply to correspondence. I will also be sending regular letters to the Executive Chairman and founder to see if he is better mannered and more caring than his staff.

Sam Hardinge od Clacton writes:

Customer service from Dreams is terrible. I purchased a bed frame and mattress a year ago from Dreams in Ipswich totalling just under £900. Less than a year old and the mattress is useless, one of the spring coils is broken and protruding through the material on one side of the mattress.

I have followed the guidelines and flipped and turned the mattress every 2 - 3 weeks. I purchased the Dreams' ten year guarantee for an extra cost of circa £80 so when the coil came through I rang Dreams told them the situation and a technician (in the very loosest sense of the word) visited my house 2 weeks later. The technician barely uttered 2 words the whole time he was here.

3 weeks later I hadn't heard from Dreams so gave them a call to check what was happening only to be told that we had caused the damage and that the mattress was 'soiled'. We both pride ourselves on having a clean and tidy house so was angry to be told this! I was then told that there was nothing further that could be done. The salesman was quite happy to take the extra over for the insurance! Disgusting service.

I will not be using dreams again!

Nick Wilson of Bridlington writes:

My elderly mum is disabled due to having a serious illness. She recently bought a bed from Dreams Beds at Clifton Moor, York. She was told by the sales person she was buying an all-singing and dancing electric bed, but was only sent a basic model.

Dreams are now denying that she ordered this bed - but I was with her and I know that she did. The CEO hasn't got the decency to honour the order and Customer Services are bullying her. They won't give her a refund even though the bed hasn't been used.

DO NOT BUY FROM DREAMS, THEY RIP PEOPLE OFF!!!!! Thanks.

Janice Mcpherson of Coventry writes:

After 4 weeks I finally got my bed delivered but guess what? It was the wrong size. After many calls and visits to the shop and, may I add, many lies, I ended up cancelling the order.

Bed was collected and the bedding returned in packaging, unused, but they still won't refund. They say it needs to go through another department. The shop says it can't refund anything and it has to be done through HO. Strange, I said, what happens if I bring back a pillow case for a refund? They state they would send my request to HO. So I asked what happened if you accidentally overcharged me for something? They said they would send that request to HO.

They also don't have their refund policy anywhere in the shop and even the manager can't quote it. I thought by law they had to have their refund policy at the cash desk but Dreams just don't seem to follow any laws.

So I have no bed or bedding and I'm £2,000 down. Dreams don't give you dreams ... they give you nightmares! BEWARE!!!!!!!

Maja of Dublin writes:

I agree with absolutely everything that is written regarding Dreams - what an appalling service I received from a company claiming to be 'Britain's Leading Bed Specialist'. 'Britain's Leading Example of Consumer Law Disregard' would be overwhelmingly more apt.

I bought a bed and mattress from Dreams on 16.6.2010 and paid £794 in total. They said I'll get free mattress protector however I just realised they never even delivered it to me as I thought the matt protector was all ready on the mattress. I found out 3 weeks ago when I went to visit Belfast store to purchase another one to keep as a spare then I found out that I don't have the first one delivered as shown on my receipt. The staff were very good with us and we purchased 2 more pillows.

We are happy with the product but we had bad experience with delivery - they didn't contact me for a month to arrange the delivery. When that happened they didn't deliver my mattress protector and now I was trying to explain to a customer service lady name Rachel. She was so rude on the phone and didn't want to help at all.

Next... I don't know! I've been waiting 3 weekend in a row, and still no sign of reply for my item which is paid for but not delivered!!! A real nightmare. No hope any more ..........after I spoke to Rachel in customer service - very rude.....

ngela of Derby writes:

I ordered a bedstead and mattress on the Monday and paid in full online. However, I obtained a bed from a friend. When I phoned to cancel the order, the lady in customer service said there was a cancellation charge of 20%. I mentioned that I did not see this on the website and that I am within the "7-day cooling off period".

Without apologising she just continued and said ok. She took my bank details (which they already had) and said that my money would be paid into that account. I phoned back as I forgot to ask when the money was transferred. I got through to a surly chap who was most unhelpful and told me that it would take 7 days for my money to be transferred. Besides the appalling customer service. When I ordered the bedstead I was only given the delivery date after payment!!!! Which was three weeks waiting period.

I agree with others - they should be called Nightmares!!! Considering all the money they pay on advertising I really think they should do something about the appalling attitude in their Customer Service department. I for one will NEVER shop there and will advise my friends and family to do likewise (and people at my work).

Mrs Coyne of Leeds writes:

WOW! how on earth does this company keep going , I had decided to order a divan bed from this company today, but boy am I glad I read these reviews. THERE IS NO WAY I WILL BE ORDERING ONE NOW. thanks guys, I think you have saved me a lot of heartache !

.....and why no response about these scathing reviews obviously they DO NOT CARE .... take your money laugh all the way to bank and you may get a bed sometime. what a shoddy set up !!!

Mr B of Ilford writes:

I ordered a bed during May bank holiday, one of their expensive Tempur range, costing £2500 for the full bed and mattress set. When delivered it had rat droppings and stains.

Hayleigh Stevens of Cwmbran writes:

I am furious, on the 15th Sept. i went into Cwmbran Store and ordered an Angelina bed costing almost £1000. I was told it would be delivered 8 days later, it wasn't delivered and when i went into the store i was told it had been sold by mistake and that my new bed would not be in stock for another 6 weeks....they offered me an ex-display bed and because i was sleeping on a mattress i was so desperate to have my bed that i agreed as they also offered me £30 of vouchers for the inconvenience that i thought was a terrible compensation.....

i had the ex-display bed delivered 2 weeks later...and to my horror it was damaged and had white paint marks throughout the bed and looked like a shabby 2nd hand bed...i tried over and over again to call customer services that cost me a fortune in calls..i even had to vent my anger inside the store and they didn't have a care in the world....finally i got through to REBECCA at customer services who told me that my new bed that i have paid for in full wouldn't be here for another 6 weeks....11th NOV 2011. i was boiling and she offered me the £39 delivery cost back.....terrible compo !!

I still haven't received my vouchers neither my £39...nor my bed.....it was supposed to be delivered on 11th and as i was working had a friend house sit all day when i came back from work it still hasn't been delivered i called cust ser and they told me the bed will be here for the 15th Nov.....it is now 15th and the delivery driver called me to say that he will take my bed away and dump off the new bed but i will have to put it together myself...no way that wasn't the agreement at all...after speaking to supervisor they are calling to do what they have promised but we will wait and see.....something needs to be done - this company are liars and muppets and i will NEVER buy from them again

Granny of Wf62ne writes:

my experience with dreams is order a bed and DREAM ON! you might even get it one day

Bev Brummelhuis of Gatwick writes:

I tried ordering a bed from Dreams on the internet but the order could not be completed, I then called and ordered the bed and mattress over the phone. They told me they would deliver my bed the following Friday, I stayed home from work on Friday and waited all day, no bed, I called Friday late afternoon to be told the store was closed, I would have to call the next morning when the office was open. I called the next day and was told they had written the wrong address and telephone down. I asked if they could deliver that day but they said no they were sorry but they would deliver it the next day (Sunday), I again stayed home and no delivery. I called Sunday late afternoon and they had some excuse, as I was going away they promised me a 30 pound voucher and delivery when I returned from my trip a week later. When I called back a week later, they told me the bed was discontinued, wasted my time in 3 different phone calls, 2 days of waiting for the delivery and when I asked for my voucher they wasted more of my time and said because I cancelled the order, no voucher. The worst service I have ever had. The only thing they did effectively was to charge my credit card the first day of the order. Now that I have cancelled my order, they tell me it will take 10 days to return my money.

Vicky of Bolton writes:

please could you help? i ordered a bed on the 23 September and was told it would be here 12 November so i got rid of my bed. it is now 10 December and i still have no bed i have been sleeping on the floor all that time i have spent many a hour trying to get through to your customer phone line ( please if you have a few hours spare i suggest you try it )

I phoned you customer service on Wednesday and spoke to a lady called Chantell she offered me £50.00 discount for my inconvenience she then added to my bill £50.00 for delivery???? i was told there was no delivery charge when i ordered the bed many months ago , so she is now investigating this and i now have to wait till Monday to find the outcome of this complaint.

On Thursday i got a call from a lady saying my bed could not be delivered until i paid for it in full i told her i had sorted the finance out for it back in September so i was then worrying all day was my bed coming or not? so i then (when i finished work) had to go to the store to find out what was happening and was told don't worry it was sorted . I was told that it was going to be arriving on Friday the 9th December i took the day off work i waited and waited by 4.30 nothing so again i phoned your customer service i was then put on hold i was then cut off so again i phoned after 30 minutes i got through to a person wow i was so excited to actually speak to some one i was promised a phone call back.

its now Saturday morning ...........so i have a choice this morning do i go to the Dreams store at Middlebrook retail park in Bolton where i ordered the bed from or do i stand at my window all day waiting to see a van ?????? Nick what would you do ???? As much as i enjoy sleeping on the floor and i am getting used to it i don't step out of bed now i roll a habit i hope i break when my bed does eventually get here i am so looking forward to it arriving i hope i am not disappointed knowing my luck it will have a big tear or scratch on it . All my friends on my social network site are also eagerly awaiting the arrival of my bed i have been keeping my site updated and i am sure it will continue into next week . Thanks for reading Nick

Vicky (bad back through sleeping on the floor) Whalley

Editorial Comment:

We can't help you directly, Vicky. We merely publish customer feedback.

Anon of Peterborough writes:

Have total sympathy with all of the above- I worked for this awful company for nearly two years and we were actively ordered to lie and mislead potential customers and bullied by the managers and area managers if we did not sell what we knew to be substandard goods at silly prices and which we knew would most probably not get delivered within the quoted delivery schedule- I saw area managers reduce experienced sales staff and managers to tears on the shopfloor because they had not sold enough of the overpriced tat! I left in the end because I hated to think of my parents or indeed anyone I cared about suffering the Dreams experience!

Laura of Stockton writes (on 25/12/11):

I wish i had read all this before ordering from dreams! I ordered a bed that was advertised on TV at sale price in September. I waited a week expecting someone to contact me about delivery. I phoned customer services (and waited a long time for them to answer!!) They said the bed was out of stock and would be due the first week in December. I loved the bed so much that I decided to wait.

I then received an email which was not even addressed to me, it was to a completely different name saying their delivery date was 12th December. it said to reply to the address if the date was not suitable. i replied to say that it was sent to the wrong person but as they had ordered the same bed as me, would that also be my delivery date. I did not get a reply.

I then received a letter telling me my delivery date would be December 13th so i waited all that time only for my bed not to arrive, I phoned customer services again and they told me the bed was not in stock and weren't very apologetic that nobody had bothered to tell me. They said I could order a different one or cancel if i wanted but i decided to wait again.

Now after reading this I am going to cancel my order and just get my money back. Has anyone read in their small print about being entitled to £5 a week compensation if you have to wait for a bed over 60 days? I am going to investigate this as this is what i have been told. Nightmare!!!

Katie Jarvis of Alford writes (on 20/1/12):

Where do I start? Bed ordered in October. Two promised delivery dates came to nothing. Third one, bed arrived. Paid for assembly, but subcontracted courier couldn't do it.

Demanded DREAMS sorted it - they made courier assemble. Bag of bits left over....oh and wrong bed delivered! 6 weeks on still got wrong bed but also got another bed delivered today to correct error ....but guess what, its wrong too against what we ordered!

I now have two incorrect DREAMS beds, scratched paintwork, broken skirting boards and filthy foot prints all over......going to sue?

Hell yes and making sure everyone knows about it to! AVOID THIS COMPANY AT ALL COSTS!

Natasha of Fareham writes (on 24/1/12):

Dreams? More like Nightmares. I have never experience such poor customer service in all my life. Me and my partner purchased a bed from on of their stores where we were promised that it would be in stock on the 16.01.2012 where we can either pick it up from their Andover Warehouse or then arrange delivery.

As my partner works in Andover he was going to pick it up from the warehouse. So we called their customer service team on the 16th only to be told that it will no longer be available until 17.02.2012!! Obviously we were upset by this as we chose this particular bed over another we liked due to it being in stock earlier.

So we said we will have to think about the situation as to whether we wanted a refund or to wait even longer. So we called back the following day only to be told that 05.03.2012 will now be the earliest we can have the bed, obviously we were not happy about this but as I was not with my partner when he made the call he wanted to check with me as to our next step.

I then called Dreams myself where I got through to a very rude man who was not the least bit helpful. I requested a refund however he said he could not talk to me because I was not the account holder, even though the payment was made on my card and my partner had already given them my name for the account also. As he was very unhelpful I asked to speak to a manager. I don't think there is such a thing as a manager there as he would not put me through.

I have never experience such bad customer service. In the end he hung up on me after going round in circles as he would not escalate my complaint. My partner then called them up to get the refund where they then had to speak to me to authorise it!! No one there knows what they are talking about and will not try to be helpful in anyway.

Do not ever order a bed from Dreams!! My Mum ordered one several years back and had similar problems however I thought I would give them the benefit of the doubt. Boy was I wrong! I have also contacted them through their website but as of yet am still awaiting a response from them. Does anyone have an email address or written address in which to complain to?

Marilyn Grech of Co. Durham writes (on 26 January 2012):

Today is 26th January 2012. I ordered my bed/sofa in December because it wasn't in stock. I was told that they would ring when delivery would take place by a firm named Yodel. Delivery date was today - a slot between 7.15am and 10.15am. No delivery arrived. Phoned Yodel. After waiting 10mins on the phone, they casually told me they couldn't find my sofa/bed!!!

I rang Dreams and they came back with the same answer. I told them because they couldn't keep their side of the order to give me a full refund. They casually turned round and said ok. Two hours later I get a call from Yodel to tell me that Dreams had not done a complete order to the warehouse and that she was ringing customers to tell them of alternative dates of delivery (note she said customers). I told her it was cancelled...she replied 'ok' and bye.

What a company! I would recommend to anyone to be very careful of them.

Editorial Comment:

What a company indeed?

So far, no-one has spoken out in defence of Dreams Beds so I expect they would argue that most of their customers are happy bunnies. It's the first thing any company says when they are trying to minimize the impact of customer complaints. But there's never any smoke without fire.

Philip Richards of Dukinfield writes (on 1/2/12):

I made a purchase totalling £1,695.98, agreed a delivery date, got the date confirmed so my daughter took the day off work. No Delivery arrived. Constant calls with stories of missing parts of my order. 8 days later I had had enough and cancelled the order.

Now getting your money back is even harder than getting your order. I phoned to say I wanted to cancel and was told it would take 3 days for someone to get in touch with me about the cancellation. 3 days later I phoned again to be told TEN days before someone will contact me. To date no money.....

Please do not trust these people with your money they are a nightmare and just don't give a damn about the misery they cause people.

A Bright of Felbridge writes (on 20/3/12):

I can't agree more. My hideous story is still ongoing since January and I am so appalled by it all. My experience would be too long-winded to write about but in essence:

•  they delivered faulty goods

• average hold time for customer service 35 mins

• ongoing promises to get back to me but nothing

Wrote to head office and managed to get stupid grovelling letter. Just had goods replaced and it's the wrong thing!!! Just about to write to CEO but I think I will just get fobbed off.....

Marie of London writes (on 9th April 2012):

Sleeping on my floor since Dreams delivered a dirty bed, If I don't get a full refund (as promised) I am going to do a peaceful one woman demonstration and handcuff myself to my bed in Dreams store next Friday.

All welcome to join in.