Dreams Reviews 

Mattress purchase . The sales assistant was friendly and approachable. The Sleepmatch mattress finder was clearly explained as were the results and our mattress options. We then tried out several mattress’s. The type of mattress and its construction were well explained as we tried each one, and we feel confident we chose the right mattress for us. We were offered drinks of water which was thoughtful.

Absolutely diabolical service received by Dreams Today!

We went into your Derby branch on 7th July 2026 and ordered a new bed and mattress, at the eyewatering price of £2,499. We agreed a delivery date of Today, 31st July 2026.

After receiving no text or confirmation about delivery, my mrs phoned up customer service.

The representitive explained to my mrs that the delivery date is now 13th August, np warning, no confirmation. we're away on holiday on that date so cannot take delivery.

As said, we have written confirmation of 31st july being our delivery date, so naturally we've been decorating the room ready. We had carpets wednesday and threw the old bed yesterday in preparation. They've now told us it'll be the 23rd August because "the computer system must of crashed".

We cannot wait another 3 weeks without a bed. My mrs is 29 weeks pregnant!

Absolutely disgusting!

I want answers!

Severely disappointed in this company. My husband is suffering with cancer and the bed we paid an absolute fortune for was due yesterday.
After some weird emails and two hours waiting in live chat - we had confirmation it was coming.
When it didn’t arrive we had to wait 5 hours to find out their systems are having huge issues and the staff can’t help with anything. Provided a date for a months time which isn’t good enough as his hospital bed is due to be picked up. And couldn’t offer any other dates as they can’t see it in the system without cancelling the entire order and then if nothing worked out it would be a 12 week wait.
After I had to make a lot of different suggestions in a desperate attempt to sort this out as we don’t have the luxury of waiting.
Goodwill gesture was offered and we were then sent to the store.
Call one - someone advised to call back the next day as someone with more expertise could help and surely help with what they held at store.
The next day - call 2 - got told no and sent back to customer services even after explaining all of the above.
Decided to call the number provided and waiting callback, that was two hours ago and assume it’s not coming now as their lines and chat are closed.
Given this is for someone with a terminal illness who needs life easier - this has been a disgusting journey and a horrible letdown. Other frames and options simply can’t work because of his pain. Genuinely couldn’t be more disappointed in the company and extremely sad for my husband who deserves better

Everything was explained very well and alternative options provided. Courteous, informative and professional.

We were expecting the delivery of our mattress today so I took the day off. I tried to find out what time it was being delivered but the queue for customer service was over 90 minutes so I used the live chat, I had 81 people in front of me! 2 hours later I was connected to an advisor only to be told that the mattress had not arrived from the manufacturer and would not be available until 26/8.
We had got rid of our old mattress so what are we supposed to sleep on! We decided to cancel the order and get a full refund so that we could buy another mattress locally. Apparently the refund can take 10 working days! They then advised me that they could only find the deposit we paid of over £800 and not the balance which was over £2,100! Despite sending them proof of payment and a copy of the email from them confirming that we have paid in full they still can’t find the money and therefore won’t give us the refund. The Peterborough store where we placed the order have been great and are doing all they can to rectify the issue but customer services have been shocking and we are nearly £3,000 out of pocket and no bed to sleep on!

Absolutely AMAZING experience in Llanelli today. Customer service was 2nd to none, expert advice and knowledge helped us to decide on the best bed and mattresses we needed and very very good value for money! Ive not experienced a better team and i would highly HIGHLY recommend a visit!

Salisbury store and staff were very hospitable and helpful! Made the mattress buying experience a breeze!

My experience was great, Charlotte @Newbury was most helpful

01.06.26 Ordered our £1099 mattress online.
22.06.26 mattress delivered. The base was bowed either side and the stitching was coming away on top. 14.23 Called customer services to inform them that I wanted a refund.
14.53 Received an email to arrange collection and that a refund would be forthcoming 7-10 days afterwards.
08.07.26 Mattress collected. Time to wait 7-10 days for refund.
13.07.26 Emailed to check if the refund will happen.
16.07.26 Received an email to say that I needed to wait for the 7-10 day time frame to pass.
21.07.26 Received an email to say that I hadn't been forgotten. No explanation.
25.07.26 Received another email apologising. No explanation.
29.07.26 Live Chat. Felt hopeful until I was told that someone would email me with an update.
Received that email apologising once more. No explanation.
31.07.26 Started call to Customer Services at 12.24 got through 3 hours later and told there were problems with the refund at the time and an email with my details has now been sent to Finance to process the refund. I have to wait another 7 to 14 days from today. 16.00 No email confirmation to me to say this is going to happen.

Dreams need to be more open with their customers. If there is a problem, tell us! I can ill afford to lose this money. It has been a very stressful and time-consuming process and I still don't know if I will receive the refund. If Dreams read this review, please contact me to assure me I will receive the money.

Great service from a guy called Ash couldn’t Of done enough for me top guy

Jay at the Newbury store was extremely helpful, knowledgeable and no pressure sale. We will be back.

Staff very informative. Gave us a good choice of mattresses to choose from. Reasonable prices. No heavy selling.

The lady that helped us with our purchase was very kind and informative.

Fantastic team and helpful and for help to find a perfect bed

Janette from the team valley branch was amazing she was very friendly and helped us pick a good mattress for my auntie. What a lovely experience!

we ordered a bed and mattresses from Dream. they ordered the wrong size mattresses for the bed. this was eventually sorted out but the customer care assistant informed me that our mattresses were £200 cheaper and we would receive a refund on our car. this didn`t happen and when we tried to get in touch with customer care we were put on hold. I was told i was No. 9 in the queue and i should be answered in 1 min . 1 hour later I was at No. 6 which I was at for at least 45 mins

Tracy was very kind and informative! Greeted us showed us around and recommended some beds after going on the sleep machine and then left us to have a look around without bothering us. Overall, excellent service and happy with my new purchase.

Came in for a mattress and pillow. We had Niamh serve us. Used the sleep match machine which gave us the correct recommendation that we went for after trying a few options. Would recommend if you need a good mattress and good customer service from Niamh

Walked in to have a look at new mattresses, cost availability, cost to get rid of old one etc, and was helped by a lovely member of staff called Julie, she showed me some affordable mattresses and some more luxury ones she listened to my requirements and didn't try to push me into an overly expensive purchase like other sales people in the past have! I felt respected and valued even though I only came to browse.

Great service and staff from the shop in Bracknell.