Dreams - Hayes Reviews 

I had an extremely positive experience at the Dreams store in Hayes West London. The colleague that assisted me Baljit was extremely helpful and informative. I would not hesitate to use the store again.

We were greeted by Rakesh in a kind and friendly manner when we arrived in store looking clueless as it was our first time shopping for a mattress. After asking us certain questions to understand what suited us best, Rakesh then took us around the different ranges that matched our needs. Rakesh was very patient as we were being shown around, not making us feel pressured to make a purchase. But to really make a choice that would satisfy our needs and educating us along the way with the difference in products available. Once we made our decision, we proceeded to finalise the order where we not only purchased a great product but gained an amazing experience thanks to Rakesh! The whole process from start to finish was such a pleasant and smooth experience which made me feel valued. Highly recommend!

Visited Dreams in Hayes Excellent service throughout 👏 purchased exactly what we needed, highly recommend this shop.
Thank you Bally!! We will definitely be ordering with dreams again.

Very helpful with good knowledge and expertise demonstrated. Left the store knowing I had bought just what was I wanted and happy with the price and experience.

Recently I ordered a bed which is the highest quality I’ve ever had the delivery men arrived on time and assembled my new bed really quickly and took away my old bed

We purchased a luxury ottoman bed in the first week of July and as of 11 September, we do not have the product we purchased.

It has been a never ending saga with no end in sight. On the first delivery, the headboard was the wrong size and the base was damaged. After contacting Dreams, a second delivery was arranged with the correct headboard arriving. A third delivery was arranged for a new base to be delivered. Unbelievably, the base arrived on the third delivery in damaged condition AGAIN. Yet this was not the end.

After contacting customer services, we were put through to a manager. The manager reassured us that he would personally quality check the base and ensure that it was going to be double wrapped. He gave us firm assurances that his intervention would ensure smooth delivery (on attempt number four).

Today, on attempt number four, the base has arrived. It was not double wrapped. And staggeringly, the delivery team identified that the base was damaged and in even worse condition than the previous bases. It’s hard to believe that any quality control took place.

So, two months later, four deliveries later, we do not have our bed after spending a significant amount of money and expending an enormous amount of energy. Worst of all, we were given assurances by a manager and none of his assurances seem to have actually translated into reality. This has been a stressful experience beyond words. Totally no trust in what Dreams has to say to us. We are awaiting a potentially fifth delivery of a base that has been damaged three times. Please avoid.

Not happy with Customer service in how they have handled my complaint.

Still awaiting manager call back.

Appalling spent thousands with Dreams in the past.

Such a big company but don't seem to get anything right.

Bally was attentive and helpful during my trip to the Hayes store. He listened to my needs and invited me to use the sleepmatch machine which advised which mattress would suit me best. He tried his best to find the best price for me and was not too pushy for the sale. Great experience!

Amazing service from start to finish, Bally and staff in Hayes store outstanding customer service.

Just had my mattress delivered early which was a nice surprise. The guys were lovely and polite.

Purchased a mattress. Delivery confirmed for between 14:45 and 16:45. The driver calls me at 13:39 to tell me he will be 50 minutes depending on traffic. By 16:45 he still hasn’t arrived so I call him back. I ask him is he stuck in traffic. He tells me after I’ve given him my address that he has delivered to me. He continues to tell me this over and over again in between him hanging up the phone on me and having to call him back.

I then call the main line number to get hold of someone to complain. As you can imagine no one answers the phone as is always the way. I get a message telling me they are switched off for the night. Always there for you before they have your money but after that point no one cares. What a great service where you can not contact anyone to resolve an issue with your undelivered mattress.

So I drive back to the store to complain. A store that also wouldn’t answer the phone. Low and behold they are open but of course offer nothing to help other than a bottle of water. Really really helpful.

I then miraculously receive a call back from head office. I explain the situation. They tell me the drivers manager is angry about my experience and will call shortly to resolve the matter but that it will get resolved.

This manager ever so helpfully tells me the driver is saying he has delivered the mattress and even tells me he has a picture he took of the front of the house when he delivered, almost as proof of delivery. A picture I had sent to the driver myself! After repeated phone calls with this manager he tells me there is nothing they can do other than deliver to me the next day. Insinuating I spend a night sleeping on the floor. He tells me he does not have the facilities to get a mattress to me today, the day they were supposed to deliver, the day I booked and wasted a days holiday to receive the goods. Unless every van driver and van had instantly dropped dead in the world (which is unlikely) I explained that was absolute rubbish and someone can get in a van now and deliver it.

I then find myself talking to another manager who miraculously says he will get in a van and deliver to me in the next 30 minutes. A true miracle of biblical proportions I think you will agree , an example of some kind of divine intervention if there ever was one. The mattress was delivered at 7pm after a lot of stress, wasted trips to the store, wasted holiday, ignored phone calls, a wasted day, all of which has a value. I was offered absolutely nothing in way of compensation.

To add insult to injury the next day I receive a phone call from the idiot driver telling me he has not delivered a mattress to my address. ‘No sh#t Sherlock!’ He tells me he has driven to my address and confirms he’s never been there. Was he just trying to wind me up?

The worst experience of customer service I have ever received. Would recommend you avoid using Dreams at all costs. Shockingly bad.

I’ve now received a phone call from Head office apologising. Telling me the driver will not be used again and neither will the firm they subcontracted to do the delivery. I get off the call. The driver has phoned me twice since the call with head office. I told him to please stop contacting me and now he is texting me telling me he is coming back to my property to deliver another mattress! Will this nightmare never end. If Dreams stopped using him why is he driving to my house now?

Shambolic

Excellent service and great staff. Effective service and very good knowledge offered. I am highly impressed and satisfied with their service. Highly recommend

High quality mattress...very happy with my purchase. Great customer experience in store (Hayes). Highly recommended.

Entered the Hayes Bridge store, friendly sales manager greeted us, asked if I’d like a drink, and what i was looking for today. He explained how they work within the Covid guidelines, then his colleague, Kishan, explained about the Sleep Match machine. Browsed the bed frames until the machine was free (they had all the ones on show that I’d seen online), which wasn’t long. The machine was good and I think got my preferences correct. Was then told about the different types of mattress, and then told to try out various ones. Kishan was very knowledgable on the different mattresses and answered all our questions. Kishan got water for me (unprompted) and also asked if I’d like a hot drink.

The order process was easy, the frame and mattress I choose was in stock and available for delivery a few days later. Used the 0% interest direct debit to spread the cost. Was pleased to find getting the mattress guarantee means you got a free mattress protector!

All-in-all, a great experience! Will recommend to friends who might be looking for similar in future.

Brilliant shop, clean, knowledge staff, great product range. Much better than major competitors!