Dreams Reviews 

We cancelled our order the 14th July by their customer service department, got told we would have the refund by 27th, contacted customer service again, meant to have a call back within an hour, but still waiting! The customer service department is absolutely rubbish no help at all, they are meant to be open 9-5, you ring up at 430 it says they have all gone home. £1200 is still not in my bank account, I’m now going to seek legal advice. My order number is 001A076802. I look forward to a phone call, but I expect that will never happen

Order Number:
Date Placed: 21 February 2026

Ordered 2 beds with headboards and 1 mattress.

The Issues:

- Upon delivery of second bed the headboard was unsatisfactory — a replacement was ordered.
- Before the new headboard arrived, the bed itself was found damaged and needed exchanging.
- On the agreed exchange date, the replacement headboard was not included in the delivery.

This has caused significant inconvenience and delay. I have been waiting to have a complete, usable bed.

Now, to add insult to injury, I received a text this morning stating a delivery would be made today between 1200hrs and 1400hrs. It is now 1644hrs and no headboard delivery or further communication.

I complained in the shop where compensation was offered and a new order made for headboard. Later the same day they cancelled the delivery date and set a new one blaming supply chain.

Appalling customer service, unreliable delivery, poor communication. I will never use this company again.

We ordered a king base and was told 10 days delivery so we changed the colour and then agreed on a 4 day delivery. When we got home we got a call saying that would be 10 days as well the base is due to be delivered tomorrow so I have taken the day off work so I can be here when it arrives. At 2:00 this afternoon we get an email and text saying it has been delayed until the 19th of AUGUST.
This is not good practice or a good service and they could have had the decency to call and talk to us.
One star is pushing it a bit but you don’t give a zero star.

Hopeless delivery. They keep putting it back. I see others have had the same problem.

Had a great experience with the staff at Perth! They were very welcoming and friendly and helped my partner and I sort out a mattress for our new home. Joe was very professional in both his service and knowledge when guiding us to make the best choice. He mentioned things we hadn't considered and gave us heartfelt advice

⭐☆☆☆☆ Extremely disappointing experience

I am extremely disappointed with my experience with Dreams.

My order was originally due to be delivered on 18 July 2026. After waiting several weeks, only part of my order arrived. My king size bed frame was delivered and assembled, but the bed bases for my children’s beds were missing. I was not informed in advance that my delivery would be incomplete.

I was then given another delivery date, only for that delivery to be cancelled at very short notice. Dreams emailed me to apologise and promised to provide an update within 48 hours, but no update was received.

I have also raised a formal complaint,yet I am still waiting for a meaningful response.

The most upsetting part is that my children are still sleeping without their proper bed bases because the missing items have still not been delivered. We have recently moved into our new home and have been unable to properly set up their bedrooms due to these repeated delays.

I understand that supply issues can happen, but poor communication, repeated broken delivery commitments, and the lack of proactive updates are unacceptable.

I chose Dreams because of its reputation, but unfortunately my experience has been extremely disappointing. I sincerely hope the company resolves this matter urgently and improves the way it communicates with its customers.

Very helpful staff had the perfect bed that I needed. Everything super easy, was very efficient and nice people to deal with. Was served by Glen in Farnborough

Kishan was very helpful in choosing a new mattress and bedframe.

If I could give 0 stars, I would.

We spent £3,518 with Dreams on a bed frame, headboard and mattress, with the mattress alone costing £2,299. For what was meant to be a premium purchase, the quality of the product and the after-sales service have been appalling.

The mattress is faulty. It has developed a significant dip on one side and feels nothing like the mattress we tested in the showroom before purchasing. Instead of standing behind a premium product, Dreams has made the process of resolving the issue as difficult as possible.

Trying to contact customer services has been an ordeal in itself. We have spent well over six hours on hold across multiple calls, with individual waits of 1.5 to 2 hours despite sometimes starting as high as fifth in the queue. Web chat is equally ineffective, and customer services only operate between 9am and 4pm, making it almost impossible for anyone working full-time to get help.

When we finally spoke to someone, we were told nothing could happen until the mattress had been inspected. The earliest inspection was five weeks away and could only be booked online. We were simply expected to continue sleeping on a faulty £2,299 mattress while we waited.

I am postpartum, and a supportive mattress is not a luxury—it is essential to my recovery. Sleeping on a defective mattress has caused unnecessary discomfort at a time when I should be recovering and caring for my baby. The complete lack of urgency or empathy shown by Dreams has been deeply disappointing.

After another two-hour wait, we were finally told we could choose an alternative mattress in store and that an exchange would be arranged, with the £800 price difference refunded. We were specifically told that all of the details would be emailed to the store.

We visited the store the very same day, only to be told no email had been received and that the store had no authority to arrange exchanges. The store emailed customer services on our behalf with the details of our chosen replacement and the £800 refund due. We also emailed ourselves. We received no response whatsoever, even after sending a chasing email.

We then had to call customer services yet again and endure another 1.5-hour wait. This time we were told they had no record of the store’s email, despite the store confirming it had been sent. We had to explain everything from the beginning all over again.

After all of this, we were told that the £800 difference would not be refunded as promised. Instead, we were told it would be issued as store credit. We have absolutely no need for £800 of store credit, and it is completely unacceptable to expect a customer to spend more money with a company after being supplied with a faulty product. Only after challenging this decision were we offered 50% cash and 50% store credit, which is still wholly inadequate.

We asked for the complaints procedure and, unsurprisingly, are still waiting for it to be sent.

The most frustrating part of this experience is that every interaction has involved contradictory information, broken promises, poor communication and endless delays. No one appears to take ownership of the issue, and every step has required us to chase Dreams repeatedly.

When you spend over £3,500 on what is marketed as a premium bed, you expect a premium product and premium customer service. Instead, we have received a faulty mattress, countless hours wasted trying to get help, and a company that appears more interested in making resolution difficult than putting things right.

I cannot recommend Dreams to anyone. If something goes wrong with your purchase, be prepared for hours on hold, conflicting advice, unanswered emails and a resolution process that is unnecessarily stressful. This has been, without question, one of the worst customer service experiences we have ever encountered.

Really great service in the store, delivery on time and assembly was good. Love the beds, good storage and comfortable.

Eve was super helpful she even showed us the mattress tester to get fitted for a mattress

Great service, value for money

I purchased a mattress from Dreams, and after a few days of use we decided to exchange it because it felt completely different from the one we tried in the showroom. The Dreams team responded quickly to my request, and on 17 July 2026 I attempted to make the payment for the exchange. The online payment was rejected, and staff advised me that the system was undergoing an upgrade, so the payment would need to be taken over the phone.

The following day, I received a call from Dreams informing me that, as a gesture of goodwill, they had removed the delivery fee and reduced the price because the mattress I selected had dropped in cost. I then made the payment of £700.

Since making the payment, I have not received any response to my emails. I have emailed daily, attempted to call customer services, and repeatedly reached only an answering machine. After waiting over 40 minutes, the call disconnects. I have also emailed both customer services and the CEO, but I still have not received any reply. The store staff are brilliant as were the delivery staff but when you try to exchange its a nightmare.

Gentleman was professional and went above and beyond to get me the best deal on my tempur luxe mattress

Excellent delivery

I wasn't delivered the pillows that were due to be delivered with the mattress, so I had to go to my local store to get them, then when I was due a £70 refund, they still haven't refunded me after 1 month, then after 1 hour and 30 minutes on hold they STILL don't answer your queries. I've had a terrible experience with them and do not recommend them

I purchased a mattress with dreams in Clapham and was served by Hanaan, I am very pleased with her service, answered all my queries and took me step by step to choose the right mattress for me . She was professional and very helpful and pleased that I came to them.

I have never been negleted by a customer as much as I have by Dreams. My girlfriend and I moved into our first home last week. We ordered a Mattress on the 26th June and selected for the Matress to be delivered on the day we arrive into the new house which is the 25th July (4 weeks from order date).

On the evening of the 24th July we get an email to say the Mattress is no longer being delivered! No alternative solution, no timescales, just that we will not get it on the day we arranged it for! We have moved into an unfurnished house so have nowhere to sleep! After spending almost an hour on hold and speaking to their customer service team, the Mattress was re-arranged for delivery on the 28th July.

This was not ideal as we have to sleep on the floor for a few days but it is the best they could do. After we got off the call we get another email almost immediately from them saying they can no longer deliver the bed on the 28th July and it has now been moved to the 29th July.

On the evening of the 28th July we again get an email saying that the bed will not be devlivered on the 29th! Again, no timescales, no alternative solutions. To make things worse, this morning I received an email saying the bed will now be delivered on 13th August...

The stress this is causing my Girlfriend and I cannot be explained. We are in the middle of moving, up at 6am for work every morning, and have nowhere to sleep. We also have family visiting from Scotland next week, with no beds for anyone to sleep on!

This company has fully neglected us on multiple occassions as a customer and we will be proceeding with legal action via The Furniture & Home Improvement Ombudsman.

Disgusting how a business can take your money and cause so much mental and physical harm to a person without any repercussions.

I expect this to be resolved withint 24 hours.

We recently had a fantastic experience buying our new mattress from Dreams at Ashton under Lyne.

With so much choice available, choosing the right mattress can feel quite overwhelming, but Jessica made the whole experience easy and enjoyable. She was incredibly patient, knowledgeable and genuinely listened to what we were looking for. We never felt rushed or pressured, and her friendly advice gave us the confidence that we were making the right choice.

A huge thank you to Jessica for being so lovely, patient and helpful throughout. She really went above and beyond to make what could have been a daunting experience feel simple and enjoyable. We left feeling really happy with our choice and couldn’t be more grateful for the help. Thank you, Jessica!

Bought bed from Waterlooville store. Very good customer service from Hannah and Robin. After second visit bought bed.