Paul Anley

Appalling customer service. Bought a bed frame and mattress with a delivery date set for 23rd July 2026 and told by store that I would receive a call from customer service team prior to delivery to provide me with a 2 hour slot. Arranged for my old bed to be taken away in preparation for new bed. No contact at all from Dreams after taking my money. Called the store first thing this morning (22nd July) and was advised that the delivery is shown on system for tomorrow and the warehouse will call me today to provide slot, but if I do not hear by 5pm call the store back. No call received so called store again and advised that the system has been amended and now shows my delivery has been rescheduled to next Tuesday 28th July. The store said they don’t have anything to do with the deliveries and I will need to call their customer service number. Having called they have advised me that the warehouse have gone home and I will have to call again tomorrow (by which time of course their Lorry’s will be out and unable to deliver to me). This is not good enough, my partner and I are in our late 70’s, I’m sleeping in single bed tonight in spare room and my partner will sleep on sofa, which will remain the case now until next Tuesday. I arranged with my son for him to take a day off work to be here to carry parts upstairs and assemble the bed frame. This will not happen now and he has wasted a day of his leave. He will not be able to help on Tuesday so I’m now stuck… I am now considering cancelling the order and demanding a full refund.

I find the App a bit hit and miss. My local Morrisons often has bags available that I or my partner reserve, but more often than not the store cancels them. On several occasions this has happened in person when I’ve actually arrived at the store to collect. This maybe just my store. When I have had bags I have been pleased with them. But the unreliability puts me off using the App.