Dreams Reviews 

Great customer service - even for an Aston Villa fan!!

Amazing, couldn’t fault anyone or anything. Best mattress ever.

A personal experience from a knowledgeable professional who knows the products and took enough time to ensure we got the mattresses we needed without pushing us in any particular direction. Excellent - just goes to show that there are benefits from actual shopping rather than doing everything online.

Placed an order in June, delivery date confirmed for 28th July. Took a day off work to make sure I'd be in. Email and text messages leading up to the 28th July confirming the delivery, giving time slots etc.

28th comes and the delivery is nowhere to be seen. Turns out the date was changed late on the 27th and they didn't bother communicating this. A wasted day.

Awful communication when trying to deal with Customer Services and a general shoddy, arrogant way of treating customers.

By far and away the worst company I have ever had the misfortune to purchase from. After a sleepless night on an aging mattress, I purchased a mattress in store after trying their sleep analyser. The staff in store were extremely helpful and friendly, and the transaction went smoothly.

Then I came home and looked at the reviews and realised I'd made a huge mistake. CUstomers reported faults with the particular mattress I'd bought, which I hadn't realised was a dreams own brand, and according to their reviews dreams had used every trick in teh book and clause in teh contract to worm their way out of supporting the customer. So I decided to cancel, and that's where the issues started.

I phoned the store. They were unable to cancel the order. Apparently their computer system had recently changed and they didn't have the ability to handle cancellations, so they directed me to call customer service.

I did so immediately, but the phone lines were down for maintenance. I phoned back later as directed. All in all, it took me over 4 hours to cancel the mattress order. The customer service representative on the phone as abrupt and rude, and intent on pushing the sale of a different mattress. That, compared with enduring their hold music for several hours, made the experience beyond frustrating. And it didn't end there.

My refund, over £1000, never arrived. Yet the order was clearly cancelled, since no mattress arrived either. So today I find myself trying once again to reach customer service. The phone lines claim the wait times are over 90 minutes (nothing new there) and don't offer a hold option, only directing you to the online live chat. THe live chat is currently sitting with a claimed 90 people in a queue, and frequently crashes losing my place.

I figure while I wait I may as well use my time productively to worn any potential buyers. Don't buy from this company.

The showrooms are enticing, the salespeople couldn't be more friendly, and the technology lulls you into a false sense of security. But if there was an award for the worst customer service on the planet, Dreams would stand head, shoulders and torso above the rest. Dealing with them on what should have been a simple issue has become a frustrating, rage-inducing nightmware. I'd give them less than 0 stars if it were possible. What a truly awful company.

Disgusting I have waited for over a month for my mattress i have been on phone over 1hour 40 minutes and 55 in chat queue and still no date for my mattress and still can't get to speak to anyone

Clown Show. We ordered and received a mattress, this was not suitable for our daughter and we arranged an exchange (at an administration cost of £90). The exchange date was booked by Dreams Ltd and several confirmation emails were received and driver arrived, with no replacement mattress and would not take the old one away, so had no reason to visit really. I went on line to Dreams Ltd who made up some delivery nonsense and re-arranged the delivery for a week later. Under duress they refunded the £90 admin fee. New delivery day was confirmed by several e-mails from Dreams Ltd and texts confirming arrival time. Sadly no one came and online to Customer Service who think apologies will save the day and a re-arranged date. I have declined the re-arranged date, purchased the item with Mattress Next Day. Cancelled the order with Dreams Ltd, let's see how long a refund takes. As a self employed person taking days off costs money, Dreams Ltd posted a profit of £35m on the last accounts, so I am not sure they care. The made up reasons for the last screw up, were advised as production issues but they have offered a new delivery date for four days so not sure that is all true. So if you are happy with your bed, I am pleased for you, but if you have to exchange, then good luck. As the Clowns are in charge. Customer service Manager has just told me I am being unreasonable for expecting a delivery on the date booked as despite emails and texts, the dates are provisional.

Purchased a bed today at The Gallagher retail park in Coventry and was served by Robert and he was absolutely fantastic, very knowledgeable, friendly and there was a 20% sale advertised in store upon him checking the 20% sale had ended yesterday and he still honoured us with the discount. He showed us all types of ottoman beds and matresses from low to top prices and overall was a very good salesman. Would definitely recommend.

I am extremely disappointed and dissatisfied with the service Dreams has provided. I ordered a bed frame and the Amersham (very firm) mattress from the Croydon store. Michael put my order through who was very friendly and thorough. I was told the lead time for this mattress was 4 weeks, which was longer than some others I was considering. I really liked this mattress, so I was happy to wait the 4 weeks.

On delivery day, I was not able to be present. The bed frame was delivered and assembled well. When I checked the mattress after coming home, I realised quickly it was not the mattress I had ordered. It was an Ashbourne mattress, which was "very soft". The complete opposite to what I wanted.

This was after 5pm, therefore customer services was closed. I contacted the Croydon store and spoke to someone called Neal who I found extremely unhelpful and patronising. He had no idea what to do and said because they swapped computer systems a couple of weeks back, he wouldn't be able to look at the order. I spoke to customer services the next day who, again, unhelpfully told me there was a 4 week wait for the Amersham mattress. I would have to wait 8 weeks in total for something that was not my mistake. I was offered 10% discount on an alternative mattress, but I would have to go in store to pick it out. I did just that, and Jason the store manager tried his best given the situation to do what he could for me. In the end I just couldn't wait an extra month for a mattress so I found an alternative mattress for much cheaper in another store who could deliver the next working day.

Even to process the return for the erroneous mattress was painful. I was given a collection date but no time, neither the day before nor the day of delivery. When I said I would like to raise a complaint, an "Escalations Team Leader" called Peter emailed me just to, quite simply, say "I'm very sorry". What good will that do? A bare minimum would be to investigate why such a massive error occured. Mistakes can happen but there has been no real resolution to an error that was entirely the fault of Dreams. Asking a customer to wait eight weeks in total for a mattress is unacceptable. The fact that the team in the store have no control over deliveries and have little communication with the customer services team is ridiculous.

I am stunned that there are no other checks and balances for such a big mistake. I should not have to pay EXTRA for something that was not my fault. I should not have to pay EXTRA when it is my inconvenience to not have a usable bed in my home. If I were a vulnerable, frail customer who required the use of a bed and could not simply just sleep on the floor or sofa, this would be serious negligence.

I have used Dreams in the past before and have had no issues. I am extremely dissatisfied with the lack of initiative to actually look into why this mistake has happened. Aside from a paltry £60 off the replacement mattress, I was not offered any real compensation. I should not have had to pay for Dreams' mistake.

Overall I would not recommend this store to others given my experience. 2 stars for the staff members that were actually helpful in the store itself.

What a superb experience! Darren at Knaresborough took time to listen and understand what my daughter wanted and to understood mums budget. We both ended up so happy with our purchase and would most definitely recommend Darren - thank you 😊

Great service from Raghuraj in Chingford branch today. Explained all the available choices and products clearly, and was very patient with us! Even stayed well after closing time. Would recommend this branch if you want a friendly and efficient service.

Can’t give 0 stars! I placed an order. They didn’t deliver on the agreed date and didn’t inform me in advance. After calling them, they postponed for another 2 weeks, and then subsequently when I requested a refund they promised me that they’ll deliver within a week. Then later on the following week, said because of my initial cancellation (which by the way they confirmed they’ll disregard) cannot process my order and kept passing me around different members of staff. Zero empathy from staff, customer service and telesales team. They should all be ashamed of themselves for putting my family and I through so much pain!

We purchased a new bed from the Dreams store at Cribbs Causeway, Bristol, last month, spending just over £3,000. Before buying, we made it absolutely clear to the salesperson that my wife was 8 months pregnant and that the bed had to be delivered before August. Otherwise, there was little point in ordering it until after the birth.

We were assured that this would not be a problem. We were specifically told that a delivery slot could only be booked if all the items were in stock and available, so there would be no delays. Based on that reassurance, we went ahead with the purchase.

The first delivery was cancelled with less than 48 hours’ notice. We had already booked annual leave from work and arranged for our old bed to be removed. As the cancellation came so late, we lost a day’s annual leave and were left out of pocket because the waste removal company couldn’t be cancelled in time.

The bed was then rearranged for a second delivery. We received another confirmation email and text message with a delivery time slot, so I spent the afternoon dismantling our existing bed and removing it from the house, ready for collection. At 4:30 pm, less than 24 hours before delivery, Dreams called to say the bed wasn’t coming, again. They still couldn’t provide a confirmed delivery date.

We explained to customer services that, because they had confirmed the delivery, we had already removed our old bed and booked annual leave again! My wife is now 9 months pregnant and due to give birth at any time, and we have been left with no bed at all. Despite explaining the situation, no meaningful solution or urgency was offered.

We genuinely get the impression that Dreams simply doesn’t care. I even contacted the Cribbs Causeway store where we purchased the bed to ask if they could escalate the issue, but they couldn’t have seemed less interested. The said all they could do is send an email but suggested it would be better if we contacted customer services ourselves.

I would not recommend Dreams.

Very helpful and knowledgeable experience from Rachel in Durham store today.

Mr Raghuraj served us given exceptional service as offer water ,accessories and show different mattresses as he is very nice guy and even told us how get max discount when buying as five stars

Mr Raghuraj served us a very helpful as we bought a mattress which is soon be delivered as I highly recommend Raghuraj as very helpful,guide us in detail and best customer service given

Zero Stars would be more appropriate!!!

Ordered a headboard from Dreams, where the website clearly stated delivery within 4 working days. Great, I thought! Unfortunately, the confirmation email told a different story — 10 weeks Delivery! 😡

After waiting an hour to speak to someone on the Dreams On-Line Chat (50th in queue) I was finally told there was a stock issue and, yes, it would be 10 weeks before I receive my order.

Needless to say, I cancelled and requested refund. Surely that would be straightforward? Apparently not! I was told I could be waiting up to 14 days for my money to be returned because refunds are taking longer than normal🫣

So, Dreams can take your money instantly but apparently returning it is a much more complicated process.

Perhaps Dreams should change the wording on website from delivery within 4 days to you might get it in 10 weeks —if you’re lucky!

Extremely disappointing customer service and a very frustrating experience from start to finish. I certainly won’t be rushing back to Dreams anytime soon.

Be very wary of delivery dates - was told should be 5 - 6 weeks now told 12 weeks.
If I had known the delivery date I would not have placed or paid in advance for the order.
Will not buy anything from them in future and I now know not to pay the full amount of the purchase in advance without a firm guaranteed delivery date.

Issy was very friendly and helpful