Dreams - BelfastReviews 

I dont usually write reviews but I had mixed up with the delivery on my order, and a lady at the belfast branch (sorry I can't remember her name) helped sort it for me without any issues and was extremely accommodating. The delivery guys were also so friendly and my mattress is very comfortable. Thank you!

Extremely disappointed with my purchase. I was told after waiting weeks my bed of choice was no longer available. I chose from the 2 options they gave me reluctantly. However on opening the boxes the bed had some damage to the wooden headboard and one of the legs. The parts that came with it had some parts missing. The parts to secure slats to base were all missing. We have been left trying to source some online without success. Also the screws supplied were the wrong type as the minute they went into the wood it split. I have stage 4 cancer and could not be without a bed and my old one had been taken away so my son had to do his best with it. I contacted my local Dreams where the bed came from & was told there was nothing they could do as I had left it too long. I was in the process of having the bedroom decorated. They intimated damage could have occurred whilst I had it. Yet the packaging didn’t have a mark on it. One of the plates to attach base to headboard already had the plates screwed on. I strongly believe I have been sent an ex display bed. This is unacceptable. I will not shop there again. Very poor service indeed.

Appalling customer service from the customer care team in Northern Ireland! Ordered a bed in Dec, booked delivery for March and still no bed!!!!!!!! I have contacted them numerous times and they haven’t even bothered to reply to my emails or answer the phone. I will be taking this to social media and the ombudsman!

Second time buying from them, takes over a month and the delivery men still don't come at the time they've given... terrible service!

My niece bought a bed and mattress for her first ever apartment and was totally excited by the prospect of having a beautiful bed in her first ever home. She was told by the guy in the shop that they would hold onto the bed until such times as she had moved into the apartment as her solicitor still had some legal work to do prior to the apartment became hers. The guy said all she had to do was ring in every 2 weeks and let them know and they’d keep holding the bed.
Anyway some time later it transpired that Dreams were not willing to hold the bed beyond a certain date and told my niece she needed to start paying 50 pounds per day for them to store the bed - they insisted on this despite being told no one had told her this and the legal work still wasn’t complete so she had nowhere to put the bed.
I offered to store the bed at my house. I did this because my niece did not have the money to fork out 50 pounds per day when she’s buying her first home. Dreams were told by my niece the address the bed was to be delivered to - my address. She even rang them again this am to tell them again. The bed was supposed to be delivered between 10 and 11.30 today.
The bed never came. I rang Dreams in the Boucher Rd and they said they couldn’t help and only the delivery driver would be able to. I didn’t have his number. So I rang Customer Services who told me the delivery was attempted at 10.10 but they were told the person hadn’t yet moved in to the home. So I’m assuming they went to my nieces new apartment. I told customer service this to be told my address was on the paperwork. In other words I wasn’t in!!!!!! I most certainly was. I have sat in this house ALL DAY. No one attempted to deliver anything here. Customer Service told me they couldn’t sort the matter out today - Friday- and they would on Monday. But he insisted if my address was on the paperwork then that’s where they tried to deliver to! At this stage I just wanted to scream in frustration. I know he doesn’t know me however I explained I had taken the day off work to do this do and cleared out a room so I was hardly going to sabotage the whole thing by not being in!
All I can say is this better not be a case of the delivery people saying they were here when they were not. It also better not be the case that my niece is charged 50 pounds a day for their incompetence.
My niece told me Dreams staff were lovely to her while she was buying the bed but have been generally rude and uncaring ever since. They were not prepared to listen to her when she told them she was promised they would store the bed and it wouldn’t be a problem. Her mum rang too and they were rude to her. I have found exactly the same with the store staff. Very unhelpful and rude.
Appalling customer service. Take your money and then treat you like crap after.
If this is not sorted out properly I will contact the Consumer Council. There are lots of video cameras in my neighbourhood also and I’m sure they will tell the true story of the invisible delivery men.

I ordered my bed online, which was fairly standard process.
In late Nov i received a phone call from their Galway office to advise I could get my bed delivered earlier on 16 Dec -Amazing! earlier than expected... I was delighted.....However things changed.
I rang through the week leading up to the 16 Dec to confirm, and was told I would get a call on the day from the delivery driver.
On 15 I removed my old bed in preparation.
On 16 - mid morning still no phone call, so I rang through to the customer care number. Eventually getting through and was advised, I was on the list, they were running a bit late and I would get a call a little later.... No such call ever happened.
I followed up with Customer service, range multiple times only to go to their voicemail.
The next day I did eventually get through - and was promised a delivery on 18 Dec (Likely the last one before Christmas).
It was inconvenient from a work perspective, but I needed my bed, so I took the day off to ensure I was there for the delivery.
No phone, no delivery!!
I rang and rang and rang - no answer. I emailed multiple email addresses, and also social media, and eventually on the Friday got a reply from the Customer service manager explaining they had escalated my case. This was 19th Dec.
Then on Tues 23 Dec I eventually got a phone call back from customer service - unfortunately I missed the call by minutes, I rang back immediately - no answer. I think I may have tried calling back at least 40 times that day!
Cut to Christmas with no bed!
Then into the start of January, and radio silence still.
I rang for at least 2 days before eventually someone answered the phone number.
It was clearly suggested to me that it was my fault I hadn't asnwered the call on the 23rd, and then to add insult to injury I was also told that the delivery driver Had indeed tried to call me on the 18th Dec - but I didn't asnwer- this is completely untrue, and my phone records can prove this.
I eventually got my bed delivered with absolutely no satisfactory explanation as to the TWO missed delivery dates before Christmas. No satisfactory apology for the stress, delay (and lack of bed) that I had to put up with.
I asked was there any compensation for any of this and it was clear that it was felt this was MY Fault.

I'm absolutely disgusted with the service I got, and then adding the insult to try and blame me.
Shocking service.

And thanks for the reply below. However it's of no use to me. It's highly unlikely I'll get through on the number or get any satisfactory response from head office in Belfast as this is the office I had the issue with!

I paid in full for a bed and mattress from Dreams in Bangor. It was due to be delivered 22nd Dec....it never came, I never recieved a phone call to explain why it wasn't delivered. I left 2 messages with dreams asking them to call me. No-one called me back. I called again on the 27th and was told they were too busy to return my call. The guy made it clear I was irrelevant now that they've taken my money. He told me head office were going to call me today the 29th Dec and issue my refund as I will no longer deal with this shambles of a company. Unsurprisingly I did not receive a call from head office today.
I will never deal with dreams again. There are plenty of legitimate companies out there and people would be better off shopping elsewhere

We had a brilliant experience in Bangor store (NI) with the most helpful and knowledgeable lady Pauline. Got us sorted with everything we needed. So helpful and friendly. Thank you Pauline 😁

Will certainly not be recommending dreams, to anybody, whilst the staff in the shop we purchased from were lovely, the customer service head office is abysmal, and take days to get back to you, when you have an issue, we are still awaiting a call over 72 hours later, and have tried emailing again and phoning head office, yet it constantly goes to a voice mail - not good enough!!

DO NOT ORDER ANYTHING FROM DREAMS! I spent £1350 on a bed frame.
It arrived damaged and was told the only option was to replace it, a refund was not an option.
2nd bed arrived, damaged again. Told again a refund was not an option.
3rd bed arrives and remote doesnt lift the bed, AGAIN told I cant have a refund and they will send out a new remote.
Remote arrives and still doesnt work and dreams will still not provide me with a refund.
Customer service is awful and they will not give you youre money back if the product is faulty.
DO NOT BUT ANYTHING FROM DREAMS

We made a purchase in May (26th) we were told it would deliver by the end of June, yet it's now August and I'm still sleeping on a mattress on the floor of my new house.

When in store, the staff couldn't have been any more helpful, very friendly and supportive. However, it now feels like this was all based on just getting a sale across the line, as the lead time for this bed was clearly lies.

When in store they told us the beds ship across from the UK but as someone who works within the logistics and transport industry, it seems clear that these beds and products come from Asia and are moving in on sea freight service to UK/N.Ireland.

Despite the staff being very warm and helpful in store, the opposite behaviour has been received when phoning to query the estimated delivery.

I get a sense that the staff are so used to receiving negative calls about long delays, that they immediately get their back up and be rude.

I recently phoned to ask for an ETA and what would happen if I was to cancel the bed and just receive the mattress and pillows... The staff member told me "if you cancel, you wouldn't be eligible for a refund". I replied, "well if I cancel the order, obviously I would have consumer rights" he responded with "if you're going to start banging on about consumer rights, that's not my department". I was gobsmacked at his attitude. And to be honest, any time I've phoned since, the customer service has been equal to that - shocking!

It's now August 4th 14:50. I was told i'd receive a call back today with an update.. it still hasn't happened.

If I could turn back the clock, I wouldn't have become a customer of Dreams. If you're reading this, stay well clear, or at least expect the delivery to be months and weeks later than what they tell you.

Oh and be reading the reviews on this Trust-Pilot, here's hoping that when it does finally arrive, that everything is in order and nothing is missing or damaged. I wish I'd read these reviews before my purchase.

Shocking service, order placed through dreams online for delivery to NI, no confirmation email provided, no contact telephone number given. No expected date of delivery given.

Dreams NI aren't actually dreams apparently (they say they're only a franchise and at the mercy of Dreams to supply them with the goods before they can confirm delivery.

Been 2 months already & I have only received 2 out of four parts of my order (their best guess on the other 2 parts is another 5- 6 weeks, but thats only a guess.

When the 2 parts that I have did arrive they were a mis-match of parts all different colours, so had to be sent back to warehouse. The poor delivery guys didn't know where to look, they went back same day and collected the "correct items", only for one to be still wrong.

The customer service number takes you 20-30 attempts to get through, and when you do the staff don't care and simply say they are at the mercy of dreams.. Shocking doesn't cover it

Do not order from this company!
Didn't get one email from them at any time despite requesting it, not even confirmation of purchase!
I cannot recall how many times I phoned them only to be promised and disappointed repeatedly which in my opinion is lying!
This company should re-brand as 'NIGHTMARES' as they take your money and don't deliver.
A Northern Ireland franchisee is your responsibility and at the end of the day my bank statement showed the transaction with the parent company, your brand!
I can honestly say this is the worst consumer experience I have had!

Adam (Boucher Road). Absolutely fantastic and very knowledgeable. He knew exactly what he was talking about and really offered the best deal he could

This is the second time I have been provided with excellent service by Tanya at Dreams Newtownabbey. She is friendly, enthusiastic and goes out of her way to understand what the customer wants and guides them towards a suitable item with good quality and within budget.

Absolutely disappointed with Dreams. We ordered a bed and were shocked to find out that they only deliver to the door. At no point during the order process was it explained that it would cost an extra £29 just to carry it upstairs. What's even more frustrating is that there were two delivery guys, and they still refused to help bring it up with our assistance – not even a little bit. Let’s hope when I eventually get the bed upstairs it’s all perfect!!

Their communication skills? 0/10. No explanations, no solutions, no effort.

Honestly, don't waste your time or money. We got our main bed from Easy Living and the difference was night and day. Helpful, professional, and actually cared about the customer. I’d recommend them a hundred times over Dreams.

Dealing with dreams was like a dream. Myself and my husband were looked after by David who was very knowledgable and patient. Our whole order from start to finish was very professionally dealt with by everyone in dreams.

I have ordered a mattress and a frame from Dreams, the mattress was delivered within 2 weeks but the frame has still not been delivered, we are now at 8 months later and I still can not get an answer from Dreams as to where my frame is!! I ordered it August 24 and was told it may be 13 weeks at the latest, we are now at 36 weeks and the customer service team can not even locate my frame, the refunded me half of what I had paid as a way of an apology back in October 2024 advising it'll be here in January, here we are now at April with still no sign of it, terrible customer service, completely unhelpful. If I had of known at the start that I would be here 36 weeks later having paid for a bed frame and no sign of it, I definitely would have just went elsewhere, complete joke of a company. It was my first and last ever time going near this company!!

Thank you so much, I would give you 10 stars if I could. Custom service are just the best. We ordered a bed and by the time it had to come, they call me to say there is no more the colour I ordered but they delivered a different colour and let it use until the right will come. Unfortunately in couple weeks they wrote to me that the colour it’s no longer available but send me lots of different beds links to choose from. The one I chose cost a little more but when I asked how I could pay the difference, they just told I don’t need to pay anything. Today I got the new bed, delivery team dissembled the old one and assembled the new, free of charge. But what I valued the most is than I never had to chase them, they always replied to all emails and reached me the time they said they will. Thank you so much for all your hard work and being responsible.

I am absolutely disgusted with service from dreams not only had we a missing mattress but part of the bed is also missing they advised they sent parts out by courier on 24 hour service well 4 days later they arrived and no surprise the totally wrong parts! They are now closed till after Christmas so at 9 months pregnant my daughter is having to sleep on floor!! Do yourself a favour and avoid this company and their sub standard customer services I wish we had of done… dreams! Should be called nightmares!!!!