Very satisfied when walked through the door for help, put me to the mattress I was looking for, great deal and got a free mattress protecter
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See what reviewers are saying
Martin and the team at Basildon are amazing. They have provided assessments for our teenage sons to see which type of bed would be most comfortable and showed us suitable beds and mattresses whi... See more
Forgot to leave a review but better late than never! Our trip to Dreams in Basildon went smoothly with helpful, not pushy, members of staff. We completed our purchase with Kelly who was more than help... See more
We had a really positive experience at Dreams thanks to Martin. From the moment we entered the store, he was welcoming, friendly and extremely helpful. I explained that my current mattress is too... See more
Company details
Written by the company
For nearly 40 years we’ve been helping the nation find a bed they love. Together with our wonderful Bed Factory in the West Midlands, over 2,000 Bed Experts at 208 stores nationwide, 11 delivery centres, plus our ‘Bedquarters’ team, we’ll make sure you have everything you need for a great night’s sleep.
Written by the company
- We have developed a really useful Help Centre, which should answer all FAQs, and navigate you seamlessly to the information you need. Whether you want to amend your order, report an issue or find out what to expect on the day of delivery, the Help Centre is not just at your fingertips but is a fast and effective tool for progressing an existing order or making a new one. You can even change your delivery date or pay an outstanding balance via the Manage My Order tab. Please visit www.dreams.co.uk/help for all your help options.
- Further Information
- In the unlikely event that you can’t find the answer at the Help Centre, our Customer Services team is on hand to assist, Monday to Saturday, 9am to 5pm. Please visit www.dreams.co.uk/help. Advisors are working tirelessly to give you all the support and help you need. If on rare occasions your wait to speak with an advisor is slightly longer than normal, please bear with us, or try our Call Back or Web Chat options. You can also contact us via Twitter, Facebook and Instagram.
Contact info
Unit 2 Westgate Shopping Park, SS14 1WP, Basildon, United Kingdom
- 01268218417
4.8
Excellent
185 reviews
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Do Not Trust the 100 Night Guarantee
The 100 night guarantee only offers you an exchange and not a refund and you’ll need to pay £40 in order to do this. They will refuse your refund.
So heres how to get your money back…
1. make a complaint to customer services. Stores will not help at all with returns.
2. dreams will send emmiera/homeserve to test the mattress for faults. They simply lie on it and put a bit of string over it. This will inevitably show as no fault.
3. Contact customer services again and they will offer you an exchange. Refuse.
4. Contact citizens advice/trading standards. Your legal rights will be explained under the CONSUMER RIGHTS ACT 2015 which states you can;
HAVE THE RIGHT TO REJECT WITHIN 30 DAYS.
RETURN PRODUCT IF NOT OF SATISFACTORY QUALITY.
PRODUCT NOT AS DESCRIBED
PRODUCT SHOULD BE FREE FROM FAULTS
PRODUCT SHOULD LAST A REASONABLE TIME
DREAMS CANT STOP YOU USING LEGAL RIGHTS
The burden of proof is on you. Photographs of lumps, dents, lopsiding, use a measuring tape, spirit level etc
The company are legally bound to collect the item and refund you in full.
5. Your personal finance agreement with dreams will also highlight that you can return goods that are not of satisfactory quality.
6. Dreams will still dispute this and deny all knowledge. They will still offer you an exchange only. Now RAISE THE DISPUTE TO MANAGEMENT. Refuse their decision and now ask for a FINAL RESPONSE LETTER/DEADLOCK LETTER. Send your photographs to customer services and ask management to assess them.
7. At this point I was given a full refund and collection of mattress.
8. If they still refuse your refund, take the final deadlock letter to the financial ombudsman. Details on are the Dreams website under making a complaint. This will create an alternative dispute resolution through the financial ombudsman with furniture and home improvements and they have the final say.
GOOD LUCK FIGHTING THIS AWFUL COMPANY WITH NO MORALS
22 May 2024
Unprompted review
Reply from Dreams - Basildon
Good afternoon Clare
Thank you for your review.
In regards to the 100 night comfort guarantee. Our terms and conditions are very clear and unambiguous that the policy is for an exchange only, and that there is a £49 re-delivery fee included. The rules of this process are very easy to find, and not hidden away in any small print. You had 48 hours from the date of purchase to read our terms and conditions, and cancel the order if you disagreed with them. As you did not do so, means we can only assume you agreed to all relevant terms.
As per your comments on the Consumer Rights Act 2015. The retailer is entitled to verify if goods are not as described, free from faults, and fit for purpose. As the fault was reported within 6 months I agree the burden of proof is on us, and as it was reported within 30 days, you are entitled to return the goods, subject to confirmation that the product has failed one of the aforementioned tests. In order to do so we use an independent third party inspections company called Emmiera, so as to provide an unbiased and impartial report.
The outcome of the inspection with Emmiera was very clear in that the mattress fulfilled all criteria regarding being fit for purpose etc, and was therefore performing exactly as it should. In such instances, there is no obligation on behalf of the retailer to accept the goods back, and there is no right under consumer law for the customer to reject them.
So that you were not left with a mattress you did not like, we also offered an exchange to an alternative mattress, which I believe to be a reasonable resolution in the circumstances.
I feel Dreams have acted fairly towards you at all points in this process, and have gone substantially beyond our obligations by agreeing to a collection and refund. It is disappointing, that even though you advised my colleague that you felt this was a satisfactory outcome, you still feel so unhappy with the service provided.
Many thanks
Peter
Excellent service from the moment we…bb
Excellent service from the moment we entered the shop until we left I would definitely recommend I have already told friend and I know for sure one who will be in the store shortly thank you
19 May 2024
From when I called Dreams to establish…
From when I called Dreams to establish there location to meeting the sales lady to whom I spoke on the phone regarding directions was extremely professional showing 4 different mattresses all very professional and informative then tried to get expedite delivery but apologised for advising delivery will be 6 days
Highly recommend Dreams or certainly this lady
17 May 2024
We're weren't going to buy a Matress…
We're weren't going to buy a Matress but Joseph the Sales representative did such a good Job and put us at ease and went through all the different options,
That we decided to go a head .
20 April 2024
Great experience all round
The ottoman bed was perfect and the two men that fixed the bed together were great aswell thankyou
30 March 2024
It has been a Dream
Easy to choose, easy to order and very knowledgeable and helpful staff.
17 March 2024
Great service from start to finish
Great service from start to finish, product is great quality
8 March 2024
No more back pain. Hallelujah.
When I went into the store, I wasn’t sure what mattress to get, but they had this special machine that I laid on and 100% definitely the right mattress was given to me. I’ve never slept so comfortably in the last 20 years.
25 February 2024
Simply lovely
Was met by a lovely customer service lady called Eve never pressurised a real pleasure to do a sale with her.Made our purchase on the mattress called Padstow on the 15th January and it arrived what on the 24th January. Well i must say its a beautiful comfortable mattress and its lovely to get a good night sleep too and its complete with the Tempur pillows too. So thank you for making a good product .x
15 January 2024
Joseph k/a Martin (Basildon)
Joseph k/a Martin (Basildon)
Martin was super helpful and friendly when we ordered our new mattress today.
He made us coffee as we went on the sleep machine to find the best mattress for us, and he was very thorough when going over the details of our purchase.
He didn't try and push us into anything and was polite the whole time.
Great job Martin!
27 January 2024
Unprompted review
Needed a new matress
The staff were very friendly and very helpful. It didn't take us long to choose the two matresses we required. After that, they were wonderful about getting it all sorted and including the recycling the old matresses.
26 January 2024
Good shopping experience and delivered…
Good shopping experience and delivered earlier than expected as I had to review the delivery date (1 week).
Delivery was on time and as promised.
21 January 2024
Eve at the basildon store was very…
Eve at the basildon store was very helpful and friendly and help us get the right bed for us
20 January 2024
Unprompted review
Friendly service
Friendly service, very helpful and patient to our needs.
We came away knowing we had what we wanted.
5 January 2024
Unprompted review
This mattress was bought for a 90 year…
This mattress was bought for a 90 year old lady as a safe alternative to her previous mattress. She is absolutely over the moon with it. Her previous mattress was higher and rounded at the edges so she was inclined to slip off when getting up.
This mattress keeps her level and comfortable all night long, and less fraught getting out of bed.
5 January 2024
I went to Basildon store and purchased…
I went to Basildon store and purchased double bed but staff in there is very unhelpful and really poor customer service and computer used is really poor is well and we didn’t feel safe inthere is well they try to take picture off my card and everything realy bad experience in there
5 January 2024
Reply from Dreams - Basildon
Good afternoon Mr Degirmenci,
Thank you for taking the time to leave us your feedback.
I am sorry to hear of the service issues you experienced.
In order to look into these matters in more detail, I did try to call you to gather some additional information but could not reach you. I have sent you an email and hope to hear from you soon as I want to make sure these service issues are addressed.
Many thanks,
Kishan
all good in the hood.
30 December 2023
As Expected or Better
No nasty surprises. Everything as expected or better. Friendly staff and not pushy in their sales technique.
3 December 2023
Unprompted review
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