Dreams - Ealing Opiniões 

I ordered 2 beds but the delivery took 4 months apart. I placed an order, paid half of the money but 4 weeks later they only delivered 1 bed. A day before delivery they said the will deliver the second bed in a few day. That turned out to be 3 months later. That’s very poor customer service. I tried to cancel the second bed but was threatened with a cancellation fee. I wish I did cancel because for the next 3 months I had no bed and no money.

Very good customer service and friendly customer

Mohit and Romona were amazing. Best advisors ever. I bought the bed I need because of them! Thank you so much you amazing people.

Very knowledgeable and friendly dream customer service officer. She went above and beyond her call of duty. Much appreciated.

In store staff friendly, knowledgable and patient. Fully explained purchasing and delivery details which were carried out fully. Exceptional service from start to finish.

An exceptional experience. Friendly staff. Wonderful enthusiasm towards work and serving customers. Jonathan the store manager was marvellous with vast knowledge of Beds and mattresses. I'd recommend all of my friends and family to visit this Store In West Ealing.

A great experience. The Dreams customer advisor was extremely helpful in provided all the required advice and information in order for us to make the best decision. The customer advisor suggested we use "Sleepmatch" which was an interactive experience by where we lay on a bed and IR tech was used to measure our bodies and posture, in order to suggest the perfect mattress. We tested a few of the mattresses that were suggested and were delighted with one of them, which we decided to buy on the day.

It is really nasty that dreams stores try to hide the cancellation fees when I pay the deposit and put my email address wrong so that I did not receive an order confirmation. How would customers know they have a cancellation fee if not informed by email, face to face, or by calling.
I tried to call customer service and west Ealing store manager JOHN, but they insisted to charge me 140 pounds as a cancelation fee. Here is the story.

I bought Dreams double-size mattress from the Wembly store on 21st June. At that time it had a promotion saying that if I buy a bed frame together I would have a 20% discount on the bed frame. However, the Sana bed frame was not available. so I only bought a mattress.

On Sunday 17th July I saw online the Sana bed frame is back in stock. So I called the west Ealing store. As they were closing in 20 mins and the promotion will finish on Tue. So the staff Anna asked me to pay a deposit of 280 pounds over the phone to reserve the offer from 799 pounds to 699 pounds. I asked more than 5 times if I changed my mind, can i ask for a refund. She was so positive and repeated again and again saying "Yes, you can ask for your deposit back any time you want just 7 days before the bed is delivered on 3rd Sep". she did not mention the cancelation fee at all.
She took my details over the phone and i saw my payment was deducted from online banking. But I did not receive an email confirmation. So i called back the next day. Store manager John answered my call and said my surname and email address was spelled wrong in their system. That is why I did not receive an email.
I went to the west ealing store on Wednesday 20th July to see the bed frame physically. I found there is a 6 cm gap on each side between the bed frame and the mattress and it does not look like the pic shown online. Dreams double mattress doesn’t suit its own sana double size bed frame due to the wrong design on the corners.

I wanted to have a refund for my deposit. I was told after 48 hours of reservation, If I want to cancel the order, I will be charged 140 pounds for the cancelation fee.

Since the beginning, NO ONE FROM WEST EALING STORE HAS TOLD ME ABOUT THE CANCELLATION WHEN I PAID THE DEPOSIT. They did not tell me either when I went to the store. Only told me today when I want to cancel my bed frame order.

It is really nasty to steal customers' money in this way. Even until now, I have not received an order confirmation email. How would I know they would charge me 140 pounds if I want to cancel if they don’t inform me in advance?

Highly not recommended for Dreams bed or service at all!

Although there was a lot of hassle with my mattrace delivery, but is all sorted now, thanks to the gentlemen I spoke to after I left my original review.
Customer service was very difficult to deal with which is not what you would expect from a company of this caliber.
All I wanted was my mattress and I was willing to go pick it up, as I have never received the delivery slot and missed delivery therefore.
Every Customer service agent before the last guy was saying yes but we sent you the slot and they were hanged up on proving that I m lying. The last guy was the only one who really helped which I m very grateful for which is why I m changing this from 1-2stars.
Should the first person I spoke to or at least the second been like the last guy I would have given them 4stars.
You really need to train your agents better.

Ordered and delivered a bed within 1 week!

We went into the West Ealing store as we needed a bed ASAP. We were advised of the beds that were in stock and picked one out. We were then advised the bed would be delivered by the Saturday which it was and the two guys that put it up were very pleasant and they even got a drink and bacon sandwich out of me which I think they were very happy with.

Very knowledgeable staff and great service.

I was totally satisfied with my order of a bed from Dreams. I was given a date for delivery so I could prepare for it. The delivery went smoothly and they took away my existing bed. I had opted to construct the bed myself and although it did say it was a two man job, I put it together quite easily. Looks good in the bedroom now!

nice bed but very long lead times for delivery!

I’ve never met someone who knows more about beds than Johnathan at the west Ealing branch. His knowledge was second to none! Answered all our questions with such ease and did everything in a light hearted manner, with a great sense of humour. All hail sir Jonathan of dreams

Where do I start?

We got a bed from Dreams on a buy now pay later plan with Creation Finance. Dreams said Creation Finace will set up a direct debit and take the money out on a selected date. A few days from when we ordered the mattress, Creation finance set up a direct debit, but here's the kicker. They did not have an amount selected. We thought this was a bit strange, but wanted to see what would happen. A few months later it had come to the date the money was due to be collected. Of course that money was not collected and the next day the interest hasd increased £500.

We tried to call creation finance, as well as dreams, but could not get through. A week later we finally got through to Creation. The person on the phone advised me there is nothing they can do about it. They suggested I contact dreams to log a complaint. I call dreams, who then inform me that is an absolute lie. That Creation Finace are in the wrong. I don't care that these two companies can't decide which one of them is wrong. All I care about is solving my issue of the £500 extra I have to pay. When asking the Creation Finace staff if I could speak to her manager. She said, it wouldn't make a difference, as the interest cannot be taken off. Excuse me, the finace company, who the deal is with cannot take off the interest on THEIR OWN CONTRACT. I sense a lie.

Anyway. I call and explained this to dreams, for them to only advise me to write a letter, send it to them via email, so it is logged and that it will be passed onto Creation Finace.

I mean. What a way to do business. This goes for both Creation finace and Dreams. My issue is still not solved, so I have found myself on the internet to see if this gets anywhere.

I wish I could give 0 star rating.

Ramona noticed us as soon as we entered the store and offered to help. After a short conversation with us, she offered us a device test to help us choose the best mattress for us.
After this test, we tried several mattresses that were dedicated to us. We quickly decided on the one that Ramona had pointed out to us first. She informed us about all the conditions of instalment purchase that were of interest to us. She offered us water to cool down, and we started to arrange the formalities. When preparing the documents, she offered us to try on the pillows, which we quickly decided to do. As part of the purchase, we received a gift - an anti-allergic mattress mat, a very nice gesture.
We believe that Ramona's service is very professional. Choosing a mattress is a necessary and not easy purchase. Ramona helped us to make this difficult choice pleasantly and professionally. This purchase was a real pleasure. We highly recommend the Dreams store in West Ealing and the Ramona service.

Very friendly staff, had great attentive care and purchased exactly what we wanted without any issues - very straightforward. Jonathon is very knowledgable and is an outstanding member of the team.

The whole team at Dreams are 1st class. I was super impressed by them all, sales lady Mona really knew her stuff but was none-pushy. Jack and Dwayne, the superb delivery due let me know exactly when they were coming and were super careful carrying the new bed and mattress in, and the old bed and mattress out. Dreams really lives up to its name!

Jonathan, the store manager at Ealing Broadway offered efficient service from start to finish. Upon arrival he greeted me, offered beverages and pointed out the Covid-19 measures in store. He shed thorough light on mattress types, headboards, ottoman option (which I had no clue about) and the best tailored package for me. At first, I was hesitant to make a purchase due to Dreams prices, however, I left with absolutely no regrets. I am looking forward to the delivery and the Dreams team to assemble all.