Dreams Reviews 

Rosie was very lovely and very helpful! Great customer service.

Fantastic service from Amy Dreams Wakefield! Super friendly and knowledgeable, showed me a machine to get the best recommendations and instantly had a good idea of the right fit for me in my price range. Absolutely would recommend to everyone!

Absolutely shocking experience.
We ordered a king-size mattress on 9 July and were assured by the sales assistant in-store that it would be delivered on 5 August. Although this was already quite a long lead time, we accepted it based on that promise.

As the delivery date approached, we received no communication whatsoever regarding a delivery slot. After spending two hours trying to get through to customer service, we finally discovered that the store had never actually placed our order. We were then told that the new delivery date would be 27 August, more than seven weeks after the original purchase date.

To make matters worse, following this conversation we received a confirmation showing a double mattress scheduled for delivery on 27 August, despite the fact that we had ordered a king-size mattress. We immediately queried this by email but never received a response.

The entire experience has been incredibly frustrating. Customer service appears to be overwhelmed, with minimum waiting times of around two hours on chat, and the overall service felt disorganised, sloppy, and poorly managed.

We were particularly disappointed because we have guests staying with us and specifically needed the mattress well before the end of summer. Given the repeated mistakes, lack of communication, and poor customer support, we ultimately cancelled the order and will not be shopping with Dreams again.

I would not recommend Dreams based on this experience.

The customer service promised the refund will be with us within 7-10 working days. We are now pushing 14 working days and wondering whether DREAMS stole money from us and never intends to refund it. I have spoken to a CS agent and they promised to send me an email confirmation re our discussion, stating 'the refund should be with me in a few days'. FEW DAYS.
Did i receive an email? Have a guess... SHOCKING. NEVER AGAIN.

Rosie at solihull was so wonderful and helpful

I went to Watford branch to buy a replacement mattress for my bed. Mustafa and Kyle both looked after me , I was customised to a mattress type and there was no hard sell when I entered store compared to other competitors which put me off. Experience was easy and selection of mattresses was of a high standard as was the customer service. Thanks Fin

I was supposed to receive my order today they informed me that i will get an email a day before regarding a time slot, nobody has got in touch i cannot get through to anybody and non of my emails were responded.
I took time off from work for the delivery.

Ordered bed and mattress
Phone 2 days before delivery to be told out of stock and next delivery in month. ( given £90 compensation)
Mattress was in stock
I found a company that can deliver same bed with in 2 days
I cancelled bed at dreams I’ve still got to wait for mattress for over another 3 weeks even though it in stock
Now been on the phone to customer services waiting for over 1 hour 20 minutes waiting for some one to answer call
Absolutely disgusting service
Wouldn’t recommend to any one

Ordered bed frame to be delivered 8th August, called on 7th to say it would be delayed due to "Consignment Issues" which we appreciate is a thing. However, rearranged delivery for Saturday 29th, received a text on 23rd to say delivery will be on 27th - completely inappropriate due to various personal reasons. Called customer service to re-arrange for 29th, only taking call backs, waited 2 hours, called branch where ordered, they came back and said "the earliest Saturday is now 26th September" Absolutely diabolical, it would have been approx 11 weeks from purchase to delivery if I had accepted this change. Asked for a full refund and this could take upto 10 workings day - again a completely diabolic response. The member of the team I spoke with was in his defence, very obliging in as far as he was stating the company policy, but there is no consideration for such lengthy delays and whilst I appreciate this does happen, to book for a Saturday in the first place and then have to wait and wait and wait is ridiculous - its anything but DREAMS more NIGHTMARES.

The delivery service is rubbish, it takes toooooo long. They don't tell us the delivery time, when we purchase. They they surprises by very long wait. Initially they told us 2-weeks delivery time, then eventually it turned out to be 12 weeks.
Extremely disappointing.
Customer service call takes around 80-90 minutes wait. Ridiculous!

Absolutely abysmal service if anything goes wrong. They delivered the bed frame at 8am this morning but the mattress wasn't on the truck. It is now past 12pm and I have been unable to get through to customer services. Will not use Dreams again.

I placed an order nearly 2 weeks ago - when I placed the order it stated delivery in up to 3 weeks. However once I got an email confirmation it stated they’d be in contact in 9-12 weeks with a delivery date. I would not have placed the order knowing this so tried contacting customer services.
The phone lines seem to have been down for the last 2 weeks, I am unable to edit or even see my order online and when I have gotten through I have been told they can’t find my order - despite the money leaving my account on 17th August and me providing proof of this.
I even replied to the original confirmation email to only get a reply a week later saying can you confirm your order number as we can’t find it. The whole order confirmation was on the email chain that they sent me - if they had bothered to scroll down!
I am currently down £2,500.00 and have had no help in resolving this and all the customer service teams on the rare occasion I have managed to get through have said is “we can’t find your order” no follow up. No explanation. Just insane.
Do not go near this company if you value your money and your time.

Have only given one star because you can’t give zero. This company refines useless. Bought a bed from them in June. They were going to get in touch regarding delivery which was going to be ‘about 4 weeks.’ After we chased them repeatedly they eventually gave us a delivery date in late July. They then failed to meet that date as the item was not in stock, then they told us it was in stock but had mistakenly been sold to another customer! We then arranged another date and we have just taken another call to say they won’t be delivering the bed only the mattress. There has to be better options than this. Avoid at all cost as they are beyond useless.
They somehow seem to have acquired a high rating in Trust Pilot but if you read the reviews a lot ( if not most) are all about the ‘front end’ at the store. This is clearly a company fishing for reviews at the very beginning of the process to push other score. They ask customers to give a good review when they have no real experience and are in a good frame of mind having just bought a bed rather than after the customer has been let down.

I visited the Huddersfield store to get some ideas about what mattress might be most suitable - I have longstanding back issues and some pain while sleeping so finding the right fit is very important to me. Liz made the process completely frictionless and helped me feel welcomed and at ease while presenting me with the right options. Excellent service.

Go and speak to the staff in the store, rather than look on line, they are just helpful and enthusiastic, Ann Marie helped us out and couldn't do enough for us whilst being incredibly busy, it's always the personal touch that makes a difference.

We called into the Coleraine store to look for a new bed frame and mattress. David approached us and asked if we'd like any help. From that moment, until we left the shop, he was both very professional and personable. He listened to what we wanted from a bed base and also our needs regarding a new mattress. He was very knowledgeable about the products and helped us to find just what we needed. What an asset to the staff team!

Jo at the Poole Dorset store was wonderful. On our first visit she spent lots of time with us going through everything we needed, then we went back with some extra questions and she helped us again, resulting in an order. Excellent customer service, would highly recommend.

The reason I'm giving the company now 5 stars is due to the service from Russ and Patrick who delivered and assembled the bed. Outstanding, thank you for being so understanding and helpful.
I hope Dreams recognises these guys. They need to be told how good they are and what a difference they made and turned around not a great experience with customer services.
Thank you Russ and Patrick

Lorna was very helpful, as soon as we entered the Hereford store she asked it we needed help, and talked us through all the options.

Amazing experience in store, found the mattress we needed but didn’t know we wanted! Originally we were confused and were going to go for a Tempur to be safe, but after the patience and knowledge of Talullah we have a really lovely Flaxby on its way. Can’t thank Talullah enough for her time, patience and her kindness. 5 star experience today, two happy customers!

Usha and Andy were extremely helpful