Dreams - Aberdeen Union Square Reviews 

The staff at the Union Square store were welcoming, friendly and knowledgeable. We used the Sleepmatch mattress aid that indicated the most suitable options for us and after trying all the recommendations came away with a mattress that works really well. Through out, the staff were helpful in giving us time to try things out but always available with information when needed.

Visited the Union Square store on its first day of reopening after lockdown and can highly commend the staff on the courteous and friendly manner that I was dealt with as I shopped.
The attention to detail in ensuring that the store and products were cleaned, especially after I had been bouncing about on several different beds before settling on a Hyde & Sleep mattress was excellent.
Then to be advised that there were some rather fabulous free pillows with that mattress was a happy win.

Where to start! The sales person was friendly but that is the only positive I can say about my whole experience so far. I was not told the details of the sleep guarantee even though I asked about it when I made my purchase. It carries a £50 fee, only kicks in after 30 days and can only be used once. Other online companies are much more generous in this respect.

When I went back to choose a second mattress the sales person lacked knowledge of the in store products and after being there almost 2 hours choosing informed me my chosen product was unavailable... by which point I was too exhausted to find an alternative.

The sales person did not think there was anyone he could ask in the company to find out when the mattress would be available again, and could not waive the fee for replacing the mattress even though it was his mistake. He kept saying it was above his pay grade.

I have since had 3 calls with Dreams customer service. Each time I had to wait a minimum of 25mins on the phone and then spoke to universally unhelpful and inflexible agents. The first one was the most rude and actually hung up on me. The others were more polite but couldn't do anything and could not get a manager on the phone either.

I missed one manager call back so had to wait again for 30 mins when I called back and still couldn't speak to a manager. Still waiting (4 days and counting) for a manager to call again.

Just seems like the worst customer service, and least customer orientated company I have had the misfortune to deal with for some time. I would NEVER buy a bed from them again. Not worth the hassle and stress.

Still need to get his one sorted, as the mattress is giving me a sore back.

Oh yes and they didn't come in the delivery window and the sales advisor wrote down the name of the new mattress as Coman rather than Holman. Almost every aspect of this experience with Dreams has been filled with incompetence and frustration.

So be ware...

Not the best start to our experience due to the store only having one member of staff working after 6pm and he was very busy. once he was free, Michael did a fantastic job in helping us select the right bed and mattress. Although not long in the job, Michael was very knowledgeable about the products and listened to what we said we wanted.