Dreams Reviews 

Customer service waiting time is ridiculous. Ive been on hold for one 1hr 30mins just to ask one question

Just bought a mattress from Mac and Rob, and the service was top-notch! They were super helpful and made the whole process easy. Definitely recommend them for anyone looking for a new mattress and a great experience.

Maria our lovely assistant was so helpful and attentive with finding the perfect mattress for us. Wouldn’t have had a clue where to start without her help.

Tommy @ Dundee store was very helpful when we went to choose our mattress. He was very kind & not "pushy" like some store workers are. 10/10!!!

Went into the St.Helend branch today to buy a mattress and we were greeted by Chris and Gary, both were fantastic and very helpful and friendly, couldn't ask for better.

Chris and Gary were brilliant, helped me pick out my first proper new mattress! I was unsure on the mattress I wanted and needed. Especially for firmness due to back pain. They made the process very easy and simple! Talked me through the sleep quiz and then through the process of choosing the correct mattress for me as they had many in store that were from the sleep quiz.

I found my perfect one from silent night, the breatheasy 1000. I can’t wait to finally get a good night sleep! The guys at st.Helens branch are fantastic and very knowledgeable!

Very helpful friendly knowledgeable staff answered all our questions but let us browse in peace,we received help when needed .Niamh and Kyle were both great advisors.The delivery was to time informed when it was due for delivery and 30 mins before it arrived.

I ordered a duvet and pillows, All arrived when promised and the quality looked excellent. Some people are sniffy about pressed edges but I see no problem with them as they match the softness of the duvet.

Your sales assistant was very helpful and gave us the information in a pleasant efficient manner. Ellie had a lovely manner .

My wife wrote a review here, this is an update. We ordered a bed and mattress. The bed arrived on the 24th (the date we selected). But without the mattress we had paid for.

There was no explanation. It took 3 hours to get through to customer services who told us to call back the next day. When we pointed out that we we not prepared to wait another 3 hours, the rep said he would email us so that we could reply to that email and prompt him to chase up the issue. We replied - he hasn't (after multipe requests over 3 days).

I have just had an update email (not in response to any of the attempts we have made to get through to customer services) telling us that thery wil reschedule the mattress for the 18th September. No explanation.

This means we are expected to have our 8 year old grandson sleep on a bed without a mattress. Had we been informed beforehand we could have made arrangements (not dispose of the old mattress, or pehaps cancel altogether).

Our experience of this company means that we can only recommend avoiding them at all costs. Impossible to get through to customer services (oddly, easy enough to get through to sales). And impossible to get updates.

The advice given and the honest approach by the young lady was excellent and refreshing not to mention her level of knowledge about the products I was interested in and subsequently purchased.

Had a fantastic experience with dreams from the Sunderland shop, mam has getting her dream bed and mattress.

Popped into the Dreams Telford store the other day just for a look around, with no real intention of buying anything. Claire looked after me from the moment I walked in, and she was fantastic, really friendly and welcoming, and she even made me a nice cup of coffee. She talked me through the different pillows and let me try a few, then took me on the Sleepmatch machine, which was genuinely fascinating and took all the guesswork out of it. No pressure at all, just proper helpful advice. I ended up walking out having bought a mattress, and I'm really pleased I did. Thank you, Claire, brilliant service.

Mell and Gail were fantastic and very helpful 5 stars

It's not that good I wouldn't recommend specially that price .

Buying was very good however trying to contact Dreams Customer Care Team is diabolical as they do not phone you back? We had to phone the store we purchased from who will now e-mail the Customer Services Team themselves to try and get a response for us.

Our experience in store was great. The staff were friendly, knowledgeable and helpful. The same cannot be said for the post-purchase experience. Dreams do not answer their customer service phones. They operate a call back service - but they don’t call back quickly. They call back days later and like me, if you miss the 1 attempt to call you back, you are told to ‘call back to speak to us’ in an answerphone message. Infuriating.

So, we ordered a bed and a mattress and spent £4600 for the privilege. It was explained to us that Dreams had changed their ordering system (or something like that) and therefore the ordering process seemed complicated. Anyway, the staff in store followed a multi-page dossier of how to order the bed and mattress successfully. This should have been a red flag. Anyway, the earliest date where both the bed and mattress could be delivered on the same day was 6 weeks after the date we paid for the items. All fine, we accepted it but it was very close to my due date for giving birth. It was basically the last date we could make it work for a delivery. My husband was working so I made arrangements for family to assist with the delivery on the day. Anyway, night before the delivery, we receive an email (at 7.30pm), stating that the delivery would not go ahead and that Dreams were sorry. Someone would be in touch. I was upset, and tried to call customer service, but their office was closed obviously because it was late. So, the next day, I tried to call customer service and was notified that they don’t answer calls, instead they operate a call back service and we were placed in a queue. I had expected to wait an hour, maybe a few hours, but the call back wasn’t until the end of the next working day and frustratingly, I missed the call and the answerphone message advised me to call back…! Anyway, I have since received an email informing me that the mattress will be delivered 3 weeks after the bed, and they were very sorry. No explanation as to what took place. They offered compensation, £200. Given how much we spent and dreams did not keep their end of the bargain, I felt it wasn’t enough. I am now in an infuriating email exchange with dreams who take days to respond and so far, have not actually admitted what went wrong. Really, really disappointed.

Excellent service

Hannan was helpful with knowing my needs and helping me test which bed/mattress I need.

Steve was very informative happy and helpful member of staff.