Dreams Reviews 

Appalling service, appalling customer service system, appalling communication. This is a disgraceful company.
I purchased a mattress on line July 19th 2026,advertised as delivery within 10days. When the order came through delivery was 7th August - order confirmation as evidence.

7th August arrives but sadly the mattress does not.

So I spent 3.5 hours waiting in a queue to speak with Safah, self described as customer service so that I may enquire about delivery as had no email or telephone call to confirm the time.

Safah informs me the delivery date is now 21st August. That there was a stick problem.

This is the first I have heard of the change to delivery date and that it relates to a stick problem. There had been no communication from Dreams to that fact.

I explain to Safah, that I have been on hold for 3.5 hours, delivery should be today, my wife has Parkinson's and now will not have a mattress to sleep on for a further 2 weeks - which will be enormously detrimental to her physical and mental health.

Safah understands and apologises but can offer no solution to my wife being unable to have a mattress. Unable to offer why Dreams could not have communicated that to me prior to the delivery date, unable to offer suitable solution other than delivery will be in another 2 weeks time. I offer alternative solutions so that I can actually allow my wife a comfortable night sleep and request that this be escalated. Safah assure me that his colleague, Nick, from the escalation team will call me as he cannot give out a direct dial number.

So far again more than 2 hours later - no call from Nick.

I had taken the day off work to meet the delivery - that is wasted. 3. 5 hours wasted waiting to speak with someone. Wasted another 2 hours waiting for Nick with no resolution - apparently have to just suck up the very poor situation and hold tight in anticipation that the delivery will indeed take place on the 21st. I could again be let down without notice then as well.

But to top it off the "have a lovely day" comment from Safah to round off our interaction. Nice spot of sarcasm, beautifully exectueded and about the only good bit of timing in all of this.

Who knows if it will turn up in 21st, who knows if Nick from the escalation team will call, who knows what effects this will have on my wife.

Pretty abysmal service, terrible customer service, ridiculously poor communication and zero resolution.

Extremely happy with my order and price. Not the first time and not last ill buy from Dreams Kilmarnock

David was fabulous 👌

We have just purchased a new mattress from the Watford branch and Maria was incredibly helpful and knowledgeable. Excellent customer service!

Mohit was lovely and so helpful with my elderly parents. Helped them choose the right bed for them. And made sure they got value for money. Thank you ☺️

Was welcome as soon as we walked in the door. We were shown all the bed frames options as well as mattresses and other bits. Big shout out to Pauline for her amazing customer service.

Excellent friendly service from Julie and Alled in the Llandudno store who even took care of our dog giving him water and treats whilst we were being served.

We visted the isle of wight store , in search for a bed for our son, was shown various beds , which we were well very impressed with, the young Man who served us was Brett , he was very helpful and polite, just couldn't of helped us enough, even asked if we would like a tea or coffee, which we were very grateful for, we not only purchased a bed , but will be going back with elderly father in the near future to purchase him a bed and some bedding, as down sizing to a single . will definitely recommend Dreams to our family and friends ..

Just been to Dreams in Salisbury & Emma was amazing to help us pick the perfect bed. The sleep machine gave us great options & Emma was super patient at explaining all of the technical bits- even managed to find the perfect pillow.

My wife and have had a fantastic service from start to finish would recommend to everyone

Cerys was very friendly and showed us lots of options for beds and showed us some good deals. We used the technology to work out what bed we needed and offered us a drink.

I left a review earlier this week due to lack of communication of delivery times. I needed a bed urgently and was told I will receive it by Tuesday at the latest. It is now Friday and I have not received any further update. I called the Guildford Dreams branch, where I ordered the mattress from and they told me twice to contact customer services as they can’t help me further with delivery. I contacted customer services on Wednesday, Thursday and today (Friday). Wednesday- said the team had left for the day (at 4??- customer service was listed as open until 5pm on their OWN website!). Thursday and today- automated message saying they had high call volumes and I should contact via chat. I don’t want to speak to AI, I want to speak to a person and I want the mattress I PAID MONEY FOR. This is honestly insanely disappointing and inconvenient. They also emailed me asking me for more details and I provided them with the details but still no mattress. I don’t want to go around in circles I literally just want what I paid money for. Nonsense customer service. I will not be shopping here again.

Mohit is very kind helping us get the bed we needed with a vet good deal. He also offered us some tea or water. The bed is very high quality

Customer service was brilliant, and we’re so helpful

Chloe was extremely helpful in helping my grandmother pick the best mattress for her needs.

Brandon Brierly hill
Amazing and friendly staff very well looked after

Bought a mattress with the help of Brandon from the fareham shop, was all very easy. Good service :)

Great service at the Abbotsinch shop

I needed a mattress and it was all very easy

Great customer service from a thoroughly helpful member of staff called Matt Brett. Knowledgeable, friendly and attentive. Thank you so much Dreams, Newport, Isle of Wight.

Great service from Rebecca and Team. I highly recommend this store and its amazing team.