Extremely disappointing customer service and
"Extremely disappointing customer service and returns process! I’m extremely disappointed with Dreamland UK’s customer service and returns process. I placed an order on 6 September 2026, which was delivered on 8 September. One of the heated throws was faulty and would not turn on at all. I contacted customer service expecting a straightforward resolution, particularly as the other items I wanted to return were completely unopened and unused. Instead, the process has been unnecessarily difficult and frustrating. Despite explaining that I simply wanted to return the items for a full refund, I was asked to carry out further troubleshooting and even test the controller from another throw. I had already checked the troubleshooting information online and attempted to resolve the issue, but the faulty throw still did not work. I had already packed all three items securely in their original packaging ready to return them. I did not want to reopen the unused blanket, as I wanted to preserve the hygiene seal and ensure there was absolutely no possibility of the item being considered tampered with. What I found particularly frustrating was that getting clear return instructions and a return address/label was much more difficult than it should have been. I was simply trying to return unused items and a faulty product, yet instead of being given a straightforward returns process, I felt I was being passed between automated/AI responses and further troubleshooting. When a customer has clearly stated that they wish to return unused items and has reported a faulty product, the process should be simple: provide the correct return instructions, arrange the appropriate return postage for the faulty item, and process the refund. Unfortunately, my experience so far has been unnecessarily stressful and time-consuming. I hope Dreamland reviews its customer service and returns process because customers should not have to repeatedly explain that they simply want to return their purchases. I would not currently recommend Dreamland based on my experience with their customer service and returns process."
