Dreams - Durham Reviews 211

We called at the Dreams store and said we were looking to change our mattress for a similar firm one.
We were offered Sleepmatch which we took up. The salesman took the results, which were not shown to us and then directed us to a selection of the higher value mattresses “chosen” by Sleepmatch, coincidentally firm ones which we were looking for. Is Smartmatch a gimmick?

We chose a mattress and as moved towards the desk to complete the sale we asked about a discount which we were given. Had we not asked we could have left the store paying £150 more than we did. The mattress had two free pillows, however both were oversize and too big for most of our pillow cases. The ones they do fit are very tight and take ages to fit.

The delivery was brilliant. The two chaps could not have been better, sadly I do not recall their names.

Dreams made a superb effort to correct my incomplete order and. in particular, Faye Macgregor from customer service was extremely helpful, pro-active and efficient, and lovely to deal with.

Great product at a very good price ( bought in one of the sales). Sales staff knowledgeable and not pushy, communication very good up to delivery. Delivery excellent, lads were careful.
Product well protected in packaging, straight forward instructions and build. Very happy with my Dreams experience

Superb from start to end, from the welcome in the shop to the assembly of the bed

We had an amazing experience from start to finish with very friendly helpful staff in store who supported us to make the right decision without feeling rushed to the very friendly and professional delivery people. We are really enjoying our new mattress and would highly recommend a visit to Dreams for your next purchase.

Advisor really helpful & friendly. We visited firstly to find out about Tempur mattresses. Went back after researching online & bought mattress.

We ordered an individually adjustable bed because my wife has disabilities. She has been using a bed rail and can't get out of the bed on her own.

We were very specific that we can't move our old bed or disassemble it because I can't move the mattress.

We were advised that they would take down and take away our old bed and we did not need to worry about anything.

We booked the delivery for a day we were both off and waited for our lovely new bed.

Dreams then emailed us and moved the delivery due to problems with their stock.

The revised delivery day finally came and we emptied the bedroom.

The delivery men came and vehemently advised that they can't possibly take the bed down, nor can they move the mattress and wait 10 minutes for me to disassemble the bed.
They finally said that they had to continue with their deliveries and left.

The snooty customer service representative tried to blame us for the whole issue and kept saying that her people would not tell us that someone would take care of the old bed.

We are now facing the hassle of cancelling our order, fighting the corporation for a refund of the deposit and commissioning a new bed or waiting another undetermined number of weeks for our bed.

I can't tell you how disappointing the entire matter has been for us!
If you value your peace of mind at all, please think twice about buying anything from this company.

I know I will never buy anything from Dreams again.
If the store had just been honest with us, all this could have been avoided.

I may still cancel my order. This farce doesn't imbue me with confidence that this company will honour the warranty.

Wonderful customer service from Jason at Dream Durham! He was kind and knowledgeable, allowing us time to discuss options and ultimately selling us a great tv bed, mattress and pillows. 100% recommend visiting this store 😄

first decent nights sleep i've had in many years

Lovely customer service

everything done professionally and in a friendly way

From the service at the shop then to delivery, amazing...

Shop staff were fine 👍but delivery men weren’t pleasant at all 🙄

Very helpful and great service

Have not had matress long enough tomake a compent

Everything from entering the showroom placing the order to having the bed installed was a good experience. One additional extra, which worked fine was the price guarantee. If we see a price drop in the product between placing the order and delivery of the bed then Dreams would refund the difference. This happened and after contacting the showroom the difference was put into my bank within 5 working days. It was our responsibility to see the price drop and report it as you cannot expect the showroom staff to be monitoring every order.

Bought the flaxby bed from dreams durham, Katie the sales girl was fabulous 👌. ... quick delivery and the bed is a DREAM

Replacement Mattress. The sales agent was very helpful. I was offered a sleep assessment after which I was shown several mattresses that matched my requirements, each for different styles, quality and price. For each one the sales agent described the pros and conns of each. I was able to make an informed choice.
I also chose for my old mattress to be removed an recycled (for a fee)
The delivery was great, on time, quick and efficient. The delivery man also provided guidelines on how to look after the mattress and reminded me of the trial period.