I rarely write negative reviews, but I feel other customers should know about my experience with Dreame’s customer service and how my price-match request has been handled.
I purchased three Dreame Aqua10 Ultra Roller robot vacuums in three separate orders, paying $899.99 for each unit.
Shortly afterward, Dreame began advertising a Labor Day promotion on its official U.S. website. The same Aqua10 Ultra Roller was listed at $799.99 per unit, and Dreame was also offering an additional 15% discount when purchasing three units as part of its Buy 3 / Extra 15% promotion.
When I originally contacted Dreame, I had paid a total of $2,861.97 for the three machines.
Under Dreame’s current Labor Day promotion, including the advertised Buy 3 / Extra 15% discount, the total for the same three machines was approximately $2,162.38.
That represented a total difference of $699.59.
When I reviewed the promotion and contacted Dreame, I did not see any clear disclosure stating that customers who had purchased multiple units in separate orders would be excluded from consideration for a price adjustment or that the multi-unit promotion could not be considered in a price-match request.
I therefore contacted Dreame while all three purchases were still within the return period and asked whether they could adjust the price rather than having me return three large machines and potentially repurchase the exact same products at the lower promotional price.
During my initial live chat, the representative specifically asked me to provide screenshots showing the lower current price, my order numbers, and copies of my invoices.
I provided everything they requested, including documentation for all three orders.
I was then told that my request would be escalated to the appropriate team for review.
What happened afterward is what really disappointed me.
Dreame responded that its price-match policy applies only to an individual order and that they could not calculate a price match based on the combined total of multiple separate orders.
Although I did not agree with that outcome, I understood their explanation and adjusted my request accordingly.
I stopped asking them to consider the Buy 3 / Extra 15% promotion and made the issue much simpler.
I paid $899.99 for each individual Aqua10 Ultra Roller.
At the time of my request, Dreame’s own U.S. website was advertising the exact same individual machine for $799.99.
That is a $100 difference on each individual unit.
This comparison had nothing to do with combining three orders or applying the additional 15% bundle promotion.
It was simply:
My purchase price: $899.99
Dreame’s current standalone price: $799.99
Difference: $100 per unit
Despite this, I received responses from Dreame stating that they had checked their official website and determined that the current standalone price was “identical” to the price I paid.
That statement did not match what was displayed on Dreame’s own U.S. website.
I specifically asked Dreame to provide the exact webpage, price, or screenshot their team reviewed when determining that the current standalone price was identical to my $899.99 purchase price.
Instead of directly addressing that factual discrepancy, I continued receiving essentially the same explanation about multiple orders and their price-match policy.
That is the part of this experience that concerns me the most.
At this point, this is no longer simply about whether Dreame chooses to honor the additional 15% Buy 3 promotion.
Even after I removed that promotion from the discussion completely, there was still a straightforward $100 difference between the $899.99 I paid for each individual machine and the $799.99 standalone price advertised on Dreame’s own website.
Customers should reasonably expect that when they submit screenshots, invoices, order numbers, and detailed explanations—especially after being specifically asked to provide those documents—someone actually reviews the evidence before making a decision.
Receiving essentially the same response repeatedly without addressing a basic $899.99-versus-$799.99 discrepancy makes me seriously question how customer cases are being reviewed internally, how escalations are being handled, and what kind of quality control exists within Dreame’s customer-support process.
I also found the responses unusually generic considering the amount of documentation I submitted.
I cannot say whether the responses were automated, AI-assisted, templated, or individually written. However, from a customer's perspective, the responses did not appear to meaningfully address the screenshots, invoices, pricing information, or the specific discrepancy I repeatedly pointed out.
What makes this even more frustrating is that I was not asking Dreame for some unexplained or arbitrary discount.
I originally contacted them because their own website was offering the same products at a significantly lower promotional price only shortly after my purchases.
I first asked them to consider the full promotion, including the additional 15% discount for purchasing three units.
When Dreame told me they would not consider the three separate orders together, I narrowed my request and accepted their position for the purpose of resolving the issue.
I then asked them to compare only one individual purchase at $899.99 against their own current standalone advertised price of $799.99.
Even that very simple comparison has not been properly addressed.
I purchased three premium-priced products from this company and spent nearly $3,000.
I believe it is reasonable to expect a company selling premium products to have a customer-service process where submitted evidence is actually reviewed, factual discrepancies are directly addressed, and escalated cases receive meaningful attention rather than repeated generic responses.
I would still prefer for Dreame to resolve this directly and fairly.
Returning three large robot vacuums and potentially repurchasing the exact same products would create unnecessary shipping, handling, and processing for both Dreame and me.
However, after this experience, I also believe potential customers should be aware of how my case has been handled.
This review is based on my own experience, the prices displayed on Dreame’s official U.S. website at the time, and the communications I received from Dreame Customer Support. |
HW187951
10 Floor
US
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