Dreams - Derby Reviews 

Great customer experience
Great delivery and delivery men just great

Thought mattress would have been a lot softer after what we paid for it, also it stinks (DAMP)even after 2 weeks of fully venting it. Give it a little longer if no better will be contacting Dreams. 😢😢😢

We purchased a new bed and mattress from Dreams in Derby about 25 days ago.
We were really happy with the initial experience when we first bought it.

Adam, the salesman, sold us on the fact that we could try out the mattress for 100 days and then, if we weren't happy then, no problem, we could easily swap it for another mattress, but be sure to give it at least 30 days to adjust to it before considering swapping it out as our bodies would need time to adjust to it.

This was one of my main worries, as I was at this point, 2 weeks into my hip replacement surgery. I wasn't therefore able to sleep on my operated side. I would therefore be unsure as to how I would be able to sleep on this side of my hip.

Fast forward a few weeks, today, we went to the Derby Meteor Store to sort out getting the mattress swapped out for what would hopefully be a less firm mattress, as we were now both struggling to sleep on it.

The store told us we were a little early to do the swap (fair enough) but more importantly there would be a £95 redelivery charge if we decided to swap!!!

At no point was this charge ever mentioned to my wife or myself when we purchased the mattress.

Here is where my Dreams experience took a rather dramatic nose dive. The Store Manager, who was eavesdropping next to the sales rep that we were actually dealing with, swung round on his IKEA issued office chair, much like a villian in a James Bond film, stroking his cat, he interjected our conversation and basically made us out to be liars (apparently he listens to all his staff in their sales pitch and they will ALWAYS be upfront and mention the redelivery charge of £95 at point of sale!)

Well Mr Scaramanga, you quite clearly were not listening to your salesman, when he sold us our "Dream", as at no point was this charge disclosed to us. FACT.

We are absolutely livid with how this Manager dealt with the fact that we were never told about any redelivery charges, when our £2,000 package was sold to us.

His general demeanour from the outset was defensive, rude and totally unapologetic. He told us the only thing we could do was ring their Customer Services and battle it out with them over the phone, they may then potentially waive the redelivery fee. What ever happened to good old fashioned face to face customer service? "so sorry to hear that guys, what can we do to make it right?" Oh no, none of that malarkey. Essentially, what he meant was, "could you please leave my store, so that my other customers can't hear about how you "reel" in customers with your 100 Day Comfort Guarantee?", which is basically a further way of banking £95 from existing customers. Disgraceful. Zero after sales service/care.

As it stands today, a quick internet search tells me that I could fly out to Prague 3 times from East Midlands Airport for less than £95. Therefore I am unsure as to how you justify a charge of £95 for delivery and collection of a mattress. Is your courier SpaceX?

Our order number is 228A037299
and our contact email details are on the original order.

Unlike the James Bond film, "Never Say Never Again", we will never purchase from Dreams again.

We had a good experience at the derby store we got exactly what we were looking for at a good price.the staff were very helpful.

Very comfortable and pleasant experience.

The entire experience of searching for the right mattresses, through purchasing and finally to receiving the selected products was seamless because of the high standards upheld by every member of the team. We are delighted with the service provided by Dreams - Derby and highly recommend this company to others.

Fantastic service by Rhiannon, she went above and beyond. The bed was great and the delivery was also smooth

I purchased a bed from dreams and it is the most comfortable bed I have ever experienced. I went into the store located at Derby. The store was very well presented when I visited and very clean and organized. The staff in the store were very friendly and helpful. Really good that there is a sleeping machine to help you find what mattresses might be suitable for you. I ended up going for a medium firm sort of mattress with a bed base and headboard. Delivery went smoothly and those who delivered and installed the bed were quick and very knowledgeable and friendly.

Since I have had this new bed from dreams I am noticing that I am sleeping a lot better and this new bed is the most comfortable bed I have ever had.

Staff member very professional and courteous, customer satisfaction all round

Easy to order communication throughout from ordering to delivery was superb product 1st class.

Everyone along the process of buying the bed were brilliant.

We have been waiting for delivery of our new bed since November. A frame and mattress was delivered in November but,due to a problem with delivery, it had to be returned. We then chose something more suitable with delivery promised for end of January. That didn’t happen so we chose yet another option, expecting it on 28th February. We have just been informed that it possibly be mid to end March.
Will this happen? Experience suggests it won’t! We are cancelling our order and going elsewhere.

The sales girl made things so easy she was efficient and helpful

Staff in the shop were helpful and efficient. The delivery team were also very good, making sure they covered their shoes so that they didn't mark the carpet.

The item was delivered on time and by very friendly staff. Was bombarded with texts for days before delivery which was a bit over the top. Must have received about 6 texts up 5 days before where one would have sufficed.

The team Lee and John where ace. From the minute I walked in the Derby store right up to the delivery been delivered was outstanding. They are a credit to your business and would highly recomend Derby store to anyone looking to buy. They even went above and beyond to sort a parking fine I got while shopping with them with no hassle or inconvenience. I'll definitely be using them in the future.
Wish others on the same industrial estate treated all their customers like this.

Dream on the meteor centre. Was helped by Paige. Alright I didn’t buy anything because I didn’t want to hear the moaning from my husband. But what a breath of fresh air to be helped by someone so lovely!

Page was really helpful and listened to our needs. She was never pushy and really wanted to help us get the right mattress for our needs.
Would definitely shop there again if all the staff were like Page.

Very informative sales rep, and the mattress is lovely very nice to sleep on well worth the money. Spot on I would definitely recommend here for your mattress remember you spend 1/3rd of your life lying on it so mite as well invest in a good one.

Bought a new mattress which absolutely stinks. It was delivered over a week ago and the smell has driven me out of my flat. The smell is still horrendous and I cannot go back until the mattress has been removed. I have been fobbed off both in person and over the phone. I want it removed and a refund. Do not use this firm. They appear to ignore consumer’s rights.