We went to Dreams (Crawley) with the intention of buying a new bed. We found the assistant Karen to be knowledgeable, helpful and friendly. We then found and purchased a new bed.
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See what reviewers are saying
The young lad at dreams, think his name was Bradley, such a polite, helpful and knowledgeable lad, he was able to answer all our questions about the beds, sizes and mattresses, he urged us to try them... See more
i did not experience any problems. The delivery was on time and the delivery gents were polite and helpful when setting up the bed , removing the old one then tidying up after themselves. The bed is... See more
Ordered the mattress as part of the Black Friday Sale. Waited almost 3 months to have it delivered (outside Dreams control). However, when I went in to pay the balance before delivery, the same mattr... See more
Company replied
Company details
- #42 of 115 best companies in Bed shop
- #31 of 86 best companies in Bedding Shop
- #81 of 227 best companies in Bedroom furniture shop
- #30 of 86 best companies in Mattress Shop
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
Gatwick Road, RH10 9PQ, Crawley, United Kingdom
- 01293 613025
4.8
Excellent
264 reviews
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The whole experience from start to…
The whole experience from start to finish was seamless. Extremely helpful sales assistant; not pushy.
Quick turn around from order to delivery and nice helpful delivery drivers
14 July 2023
Great customer service
The staff were very helpful in allowing us to find the right bed, we came into store to browse but were so happy we completed with a matress frame and pillows
They took us through the mattress testing
15 July 2023
My two headboards arrived at the time i…
My two headboards arrived at the time i was given by a very helful young man who took them up to the bedroom for me! I love the headboards they look so nice!
4 July 2023
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Rude Staff only interested in Comission, items not delivered as promised
Purchased a bed online and went in to the Crawley store to make sure that I was happy (try the mattress), and to get some nice pillows, a duvet, etc.
Was greeted by a middle aged blonde lady with glasses when I walked into store, didn't get a name, and explained my situation. She responded with "why did you buy online?!". I guess she wanted her comission, but to answer her question I value the ease of quick comparisons.
She reluctantly took me to the model of the base in store told me she didn't have the mattress. Without asking if I needed any help, she walked away, sat down, and pulled her phone out for the remainder of my stay.
I did intend to make a purchase but the lack of customer service drove me to deal with another company. If I could get everything sorted in time, I'd happily cancel my order online also.
[Update 10/07/2023]:
I was offered a generous credit for the aforementioned issue, and I'm grateful for this, but the issues continued.
When placing my order on the 30th June, I was due to get a bed, a mattress and two matching bedside tables. Money had been taken, and a delivery date of the 8th selected and paid for. The bed and the mattress came, but the bedside units did not.
I was told by one of the delivery men that they would get in touch to organise redelivery but a few days later I was yet to hear. I chased this down with customer services and they've put it in for 22nd July. This is two weeks after the original delivery date, and completely unacceptable. Nobody will be in to receive the items, and honestly it's just too little too late.
I've spoken with Peter (who originally replied to this) and he opted to cancel the bedside tables and refund me. Three weeks after my original purchase, I'll be back to square one, with no bedside tables, and my money just about back in my account.
If you're looking for a company to
a) have a poor in-store experience with
b) fail to deliver as promised, or
c) mess you around with no explanation or apology
These are your guys, but realistically, I can't recommend the experience I've witnessed. In this case, one trip was too many, and I'd happily opt for a competitor in future.
1 July 2023
Unprompted review
Reply from Dreams - Crawley
Hello James
I am sorry to read that you had such a disappointing in-store service. I am surprised as the Crawley store has an excellent customer-feedback score, so I would like to follow up with the store manager.
I cannot currently identify your order from the information provided. I have asked for further details via Trustpilot's Find Reviewer tool. As soon as these are to hand I will look into why your experience wasn't as great as we would normally expect.
Kind regards
Peter
Prompt delivery helpful guys doing…
Prompt delivery helpful guys doing delivery ordering and getting advice first class
22 June 2023
Karen and the team at Dreams Crawley…
Karen and the team at Dreams Crawley couldn't have been more helpful! We had no idea what we were looking for and weren't even sure if we were going to purchase anything but everything was perfect and we couldn't not - thank you for all your help!
18 June 2023
Unprompted review
Helpful staff and didn’t have to wait…
Helpful staff and didn’t have to wait long for the mattress to be delivered v
9 June 2023
Great service the mattresses are lovely…
Great service the mattresses are lovely nice to get a good nights sleep
8 June 2023
Love my new mattress
Love my new mattress
It’s so comfortable took a bit of getting used to after having a rubbish one for ages but would defo recommend it for anyone looking for an in between on soft and firm.
Defo one you can sink in to and the delivery guys were lovely even took those extra couple steps which make for a memorable experience so shout out to them!!
6 June 2023
Purchase of a Super King Bed
Made a purchase of a Super King Bed from dreams.
Staff were very helpful and it was useful to take some advice. We also changed our minds a few times but nothing was too much trouble.
Bed was delivered and assembled by the team who were also very polite and on time. We were called on the day which was useful.
Very expensive but good quality and good service.
9 April 2023
Great customer service
Great customer service. Smooth delivery and the bed is absolutely amazing
26 April 2023
Very helpful
Very helpful, friendly and patient. Great test bed to help you identify what mattress might be best for you.
26 March 2023
Store manager very polite and…
Store manager very polite and knowledgeable. Didn't pressure to buy or hurried us. Quite happy
4 April 2023
Unprompted review
Bought a really lovely bed good quality…
Bought a really lovely bed good quality and the man in the shop was very helpful and the staff that put bed together very quick and sufficient
31 March 2023
Shop assistant very helpful
Shop assistant very helpful. Delivery was very good, 2 very cheerful guys, Dave and Mark
22 February 2023
All round good experience
The Dreams website is easy to use and search for what you need. In the Crawley store, Nick was very helpful in answering the questions I had regarding sizing, delivery, assembly etc.
6 March 2023
Unprompted review
Amazing and attentive
Amazing and attentive. Above and beyond on customer service. Highly recommend Karen!
5 March 2023
Unprompted review
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