Dreams - New Malden Reviews 

Dreams Customer Service have been in touch since my negative review about the damage caused to my bedframe due to very poor delivery service of my new mattress. Their quick response to Trust Pilot reviews demonstrates their customer services team has their eye on the ball.
Following a telephone conversation today Dreams Beds have reached out to make a token gesture of goodwill which I am satisfied with.

Because of this and because the original service of a salesman at Dreams Beds New Malden was exceptional, their choice of mattresses available with a quick delivery date too, I am now happy to recommend Dreams Beds whose customer service has gone some way to rectify the delivery issue.

On entering Dreams, we were welcomed and offered a drink which we accepted. I then tried the machine that checks your spine etc and where you suffer with pain and it matches you to an appropriate mattress which I found very helpful. I then tried the numerous mattresses that were suitable for me and found one that was extremely comfortable and which I ended up buying plus a memory foam pillow which offered better support for my neck. Very happy with purchase and can recommend excellent service.

The young lady that served us was extremely helpful and pleasant. Have taken delivery of our purchase and very happy with it. Not the first time we've used Dreams, and would use in the future.

Staff were very helpful and knowledgeable about the bed and mattresses. I even had a try on the sleep mattress machine which tells you what type of mattress is good for my back. I was dreading buying a new bed, however enjoyed the experience and support from the staff. Thanks for your help staff at Dreams New Malden :-)

Great customer service. No hard sell but advice when I wanted it. I was encouraged to try out different mattresses. Once I had chosen the frame and the mattress the ordering process was completely painless. Dreams assembled my new bedframe and took away the old mattress. They were in and out in 30 minutes.

Ordered a king size mattress and divan set worth £1850 from the New Malden store in London via the sales agent Eddy. Two weeks later a double divan was delivered instead of King. It was Eddy's fault as he misplaced the order for the wrong size divan. He managed to get the double replaced with a King Size divan in one week. However, what bothers me is that at the heat of the moment he offered a £50 refund which to this day is not received. I called the customer services multiple times over the month and they always keep delaying instead of processing this minor refund raised by the New Malden store. It is not good practice to lie and offer refunds to appease unhappy customers just to drag the actual payment in case they forget. Well, I won't because I don't like being lied to! Will not use Dreams again in the future.

EDITED:

Stephen you are a star. You saw my review and on the same day you actioned my refund. It is now in my account and I am a happy customer. They need to hire more people who are client oriented like you. Thanks for your help!

Update
This un updated review. Leanne Lamport - Dreams Customer First Specialist; took a speedy action and satisfactorily resolved the issues I have raised. Many thanks Leanne.

Excellent support with making choice. Eddie at the New Malden branch took time to explain the different mattresses. Nice atmosphere in this large branch. Immediate help. Thoroughly recommend.

HORRIBLE customer service. NEVER BUY FROM THEM

Bought a mattress on 7 October 2021 in a store nearby where I live.

Opened it today on 9 October 2021 and the quality was just horrible (even with the price at 200 GBP I expected at least IKEA quality. The mattress wasn't on display but I was told by the staff the quality was decent)

As a result I wanted a refund. Called the store and they told me they can't deal with this, and told me to call customer service instead.

Have been trying to call them for the rest of my day. The first one said her system broke mid-conversation and hung up on me, the second one said he had to speak to the manager and then call me back.

He said I should be able to get a collection refund, but I have to pay for them to collect even if I live nearby and can just bring it in. Ok fine I was ready to pay this extra fee to get this sorted, but I waited for 3 hrs for a call back and NOTHING.

Rang them again the 3rd time and a woman picked up, she told me because I bought it in store AND NOT ONLINE, I am not eligible for a refund.

Why on earth would I buy something online and wait for delivery if I live nearby and can collect myself?

What kind of policy is that? It's not like I've used it and now asking for a refund, I literally JUST OPENED IT and because a customer didn't order online and let Dreams charge me for delivery, I don't deserve basic customer service??!!

She even told me Dreams do not need to inform their customers of this at all, then she went on and said she doesn't care what my opinion is about their policy, and I should have read their T&Cs, which was only sent to me AFTER the purchase.

Still can't believe she said post bad reviews all I want because that's only my opinion... well, I am going to and people should know how bad this company's customer service is!!

Ridiculous company and horrible service. Anyone thinking of purchasing from them I would recommend spending your money elsewhere. Would give 0 stars if I could.

Now I'm left with a horrible mattress that I don't need and 200+ GBP lost. Will never buy from you again.

Excellent. Go back again and told our friends
how good they are. Very pleased. No problems
The friendly staff and help at New Malden.
Thank you