Dreams London - West End
Mattress store Dreams London - West End, 180 Tottenham Court Rd, London W1T 7PD, United Kingdom:
76 reviews
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Address: 180 Tottenham Court Rd, London W1T 7PD, United Kingdom
Website: dreams.co.uk
Phone number: +44 20 7323 1066
GPS coordinates
Latitude: 51.5221417Longitude: -0.1355704
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reviews
Tony Kilic
We are extremely satisfied with the service that ms Rajina provided! We used the Sleepmatch machine and with the results she helped us to find the best mattress. She brought bed cover for hygiene reasons and also a pillow to feel the comfort of the mattress. At the end we happily ended up to purchase both mattress and the pillows. Rajina also helped us with billing enquiries and was very friendly and helpful! I will update my review once we receive the mattress!
1 month ago
Gene Swedberg
Fantastic staff, sleep match machine was very interesting experience. All store was sanitised and cleaned thoroughly. Felt very confident shopping in Dreams.
4 months ago
Jonathan Espiritu
Very polite and helpful staff. We fell very safe in terms of measures taken against covid. They provide disposable covers for the pillows and mattresses and sanitise right after
2 weeks ago
Sanmay Ved
Great customer service, friendly and knowledgeable staff who provided us with more than enough information on the products offered and allowed us more than enough time fto make a decision without pressuring us into purchasing.
8 months ago
Brandon Huckaby
Absolutely terrible experience.
I was trying to arrange my old mattress and bed to be disposed during the delivery, but there is no option to add this during online order, the support lines are down, chat service absolutely helpless and they take 7!!! days to answer by email.
Avoid at all cost!
7 months ago
Lena Bagwell
Visited to buy a bed base. Good assistance, friendly attitude. Adam was the best, thank you! Recommend!
9 months ago
Priscilla Mizell
Worst customer service I've experienced in a while. They are eager to up sell you on every bit they can but unhelpful to the point of being rude when unsuccessfully trying to return an unused item. I would avoid shopping there.
9 months ago
grc grc
Great service from Maisie who answered all my questions. Lots of choice. Covid-safe and super clean. Thank you!
3 months ago
Rob Furness
Great Customer Service, Nesti took great care of us ☺
8 months ago
Samantha Tank
Good experience and service, especially by Adam. Staff offered water and cleaned furniture. Got exactly what we needed and looking forward to the items being delivered. Recommend the sleep machine to choose your mattress as was very useful.
3 days ago
Gabriela Krut
Great store with lot of choices. Very helpful and knowledgeable staff.
10 months ago
Luciana Pacheco
SHAME ON YOUR Dreams UK for the worst customer experience ever!
We put an order for a mattress at Tottenham court road store on Sunday August 23rd (almost a months ago!) and bought the most expensive mattress in the store (assuming it comes with the anything close to average customer service).
First, you booked the wrong delivery date and I had to spend all morning on Monday Sept 17 to fix it. You failed to do so and I had to take a day off work this Friday to expect it.
Secondly, your depot called us last night to explain that the mattress has not arrived there. I had to call you twice today to get the facts straight and FINALLY you admitted it will not actually arrive until the 28th - 9 days after we move in to the new house!
Your proposal to me: go pick up an airbed from the store in the meantime!
Not one single competent person who could deal with this problem YOU caused
No one knows how to fix an order issue
No one takes responsibility
No one frankly cares about the customers
You should re-brand yourselves as Nightmares - Shame on you!
9 months ago
Asa Flo
Good and fast service by Chris, he was also useing spray to clean all beds after use which gives a peace of mind during this whole pandemic.
1 month ago
Richard Pace
Website says this store has stock of items it doesn't actually have or display. Staffs response is a simple 'sorry buddy'. Unhelpful misinformation and poor customer service. Head elsewhere.
11 months ago
Van White
Great experience at the West End store. Well thought-out safety procedures inline with COVID19 guidelines made us feel comfortable and safe throughout. The Sleeptmatching machine as first step is fun and provides good recommendations. We bought a mattress that was recommended by the machine. Our sales assistant Nesti was friendly, patient and knowledgeable about the products. We're extremely satisfied by our overall experience and recommend this store for those in the market for a new mattress.
2 weeks ago
l graziano
Great service and friendly staff, bed matched the first go!
9 months ago
James McCreary
Solid advice from the staff, fair selection of beds and mattresses out of the full catalogue. I now own a bed/mattress combo that i find difficult getting out of, it's like sleeping on a little cloud. i didn't know you could even be that comfortable in bed. it was an expensive mattress, but totally worth it. they had flooding problems so only the ground level store was accessible, you needed supervision to browse the lower floor which made me feel rushed, on a timer, that's the only reason they don't get the full 5 stars. all the same, I would definitely use them again.
3 weeks ago
Eunyoung Lee
Staff were so helpful, but not pushy. Really easy experience buying a bed, given lots of options within our price range and never felt like we were being pushed into a sale. Would definitely recommend!
3 months ago
Makemeovernay
Great support from staff and high quality products.
10 months ago
Adrien Ainaire
Excellent service at this dreams location, staff is friendly and knowledgeable and the shop is safe to use in the current climate. Thanks
11 months ago
AG M
Won’t buy it anymore. If you are a foreigner, you need to be careful. Too many traps and excuses for their irresponsibility. Leave the mattress here and don’t assemble it even I purchased. Too many excuses. But the person from store is nice. Just this brand and it’s working system make me sad and unhappy.
2 months ago
Jeremiah Watson
Amazing experience, very friendly, very knowledgable staff, very cover safe !
11 months ago
Hua Ran
Excellent customer service by Hajara. I went there not really planning on buying mattresses but to try them to see which ones i could order online from another vendor, I ended up buying 2 mattresses instead. Very personable customer service.
3 weeks ago
Nathan Askew
Very friendly and helpful staff. Since entering the shop they were attentive, and yet not pushing us to buy anything. Asked questions to better understand what we were looking for and finally recommended to go for mattress on special offer, even despite lower price (which means lower commision for them I guess). Regardless of our mistake - ordering wrong size of mattress - customer service representative helped us to figure this out with no additional costs. From my experience can only recommend!
6 months ago
Rajith Kakunnath
Dreadful customer service. It was nigh on impossible to get a sales advisor to help me. When I finally got someone to come to the bed I wanted to buy they couldn’t offer any insight into it other than what I gathered myself. I had gone in intending to buy a king size bed and mattress but decided to buy it from another shop where staff didn’t actively ignore me.
2 months ago
LK Bunker
Great staff good selection, however sales are ongoing but good staff have great knowledge and experience.
3 weeks ago
Gloria Young
Very helpful staff... You should try the mattress matching service!
6 months ago
Arthur Filchakov
Service was good, delivery was punctual and the delivery persons were helpful and took away the old mattress.
6 months ago
Michele McAtee
The customer service is really good and the bed is amazing.
Thank you so much.
2 months ago
Ailean Dunsmuir
The staff is very welcoming and now they've got a bed with sensors that determines what kind of mattress is best for you - I didn't try it as there was someone else on it but I think it's a great idea.
2 months ago
Shahzad Irani
Good service and products.
11 months ago
Darren Chance
Terrible customer service. I was assured that if the pillows I purchased weren't right, I would be able to return them within the 14 day window. When I spent my lunch trying to do so because of the neck problems they had caused on the first night, I was told because they were now used I could not make the return. I couldn't even exchange the product. Never going here again, never recommending, might even actively tell friends to stay away.
5 months ago
Patrick Leahy
I recently bought a Dreams mattress from the Tottenham Court Road branch. Nesti was so helpful, showing us the different options. We got a great price in the bank holiday sale, with quick and friendly delivery. I even paid the extra to get my old mattress taken away. A great service from start to finish. Very happy indeed!
4 months ago
Alejandro Morales
Good service.
9 months ago
Georgia Girl
Good selection of beds and mattresses.Friendly well informed staff.
6 months ago
Kari
Great prices Don't forget to barter It's amazing what discounts and bedroom accessories you can get for free Fabulous service !
2 months ago
John Schmidt
Good service and friendly staff in store. I got updates about the delivery of the bed right up until the morning they were coming, really good delivery service.
3 weeks ago
Chris Griffin
Friendly advice. The beds good quality and quite good prices with free delivery. Only negative part is the waiting time of 2 weeks for my bed.
10 months ago
Rukhsar khan
Wide range. Friendly and helpful and very professional service. Clear explanation of the products and the costings, and offers available regarding guarantees.
3 months ago
Will Fuelberth
Great service by Rejina today, thanks! Very professional advice and support. Also 7 day delivery!
3 months ago
Jargery Felix
Went in not really knowing what mattress to get, came out knowing exactly what mattress I wanted. Thank you to Rajina who helped me out and let me try out the futuristic bed that tells you how firm you should get your mattress.
3 weeks ago
Carol Mason
Super helpful staff. We were served by Rajina and she was very knowledgeable and helpful - talking us through different options but not being too pushy. Would definitely recommend.
3 weeks ago
D Nelson
Really helpful and knowledgeable staff
6 months ago
TL Wallace
I thought it was expensive and didn't have too many options
2 months ago
Tom B
I bought a mattress & base...they arrived on time the delivery men had no problem placing the base & mattress upstairs.
3 months ago
Mussie Tesfasion
It is very good bed selection store. Especially heavy style mattress
3 weeks ago
sohail Faraz
i bought a firm mattress from Dreams. After 9 months, the mattress became very soft. I contacted Dreams customer service who sent an inspector to come inspect the mattress. The inspector recognised that the mattress was way to soft after just 9 months and that it was not normal, as we bought a firm mattress. He told us not to worry because it was still under warranty and that we would get either a replacement mattress or we could upgrade to a more firm mattress by paying the difference. He told us that customer service would call us back on the same day to tell us what the next step would be. He also advised us to check more firm mattress at a Dreams store in case we want to upgrade. We went to the Dreams store near Tottenham Court Road. Although there was zero customer there and 3 shop assistants who had no customer to serve and nothing to do, it was very difficult to catch their attention. And as soon as we told us, we came here because our previous mattress we bought was defective, they realised that we would not buy a new mattress from them, so they all looked very annoyed that we asked them questions. Very poor shop assistants, all of them, very unfriendly. Secondly, Customer service never called us back on the day the inspector said they would. We had to wait several days before they contacted us by email. And when I received the email, I was shocked: customer service gave me a totally different message from what the Dreams inspector gave me. The Dreams inspector told me the mattress was defective and that I could ask for a replacement since it was still under warranty. But customer service told me the inspector said the mattress was fine. What an unprofessional level of service. Bunch of liars.
6 months ago
Mina Yacob
I received outstanding customer service,the staff were really helpful
4 months ago
Troy Martin
Definitely great quality mattresses, nice showroom and a good location. Watch out for their discounts
6 months ago
John Burton
Nice enough sales people, but their customer service is absolutely the worst.
1) The sizes they quote for "single", "double" and "King" are not standard UK sizes, so when you ask for a "double", you really get smaller than a double and thus you need to pay the more expensive price to get a "King", which is a double by industry standard
2) No sales person tells you that their sizes are not standard
3) when they deliver the mattress to you and it doesn't fit because they have this idiosyncratic sizing regime, their delivery guys get pissy about not wanting a mattress that doesn't fit our bed
4) when you complain to customer service, they A) inform you you have to pay more to get the "King" which is really a double B) they charge you for delivery AGAIN c) tell you its your fault for their out of industry standard sizing labels d) tell you that since you signed terms and conditions, you are legally obligated to pay for repeat delivery
5) When you call customer service, they can't even help you immediately because their systems are so antiquated they need to wait until the shipment is marked "failed" in their database or some nonsense to address your problem.
So basically, last week we gave them £1000 and today we have no mattress and no idea when we will get a mattress. The only thing we are sure about is according to them, this is all our fault.
Muppets.
6 months ago
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