Dreams Reviews 

found a lovley matress. stephen was very helpful and friendly. great experience

If I could give zero stars I would.
Delivery cancelled the day of delivery, have been waiting 2 weeks for a refund.
Today we’ve been told it’s being disputed as the courier now says it’s delivered but with no proof.
An absolute shambles of a company and impossible to speak to anyone in customer services.
Are now going through our bank for a chargeback.
AVOID AT ALL COSTS… customer service is non existent.

We went in to try a firm mattress, searching a good one. Kishan showed us various of different mattresses patiently until one we were happy with one. We end up buying it.

The service and customer care by Hamida at the Tottenham Court Road branch was lovely. I purchased Therapur ActiGel Arctic 3000 D Mattress and Tempur smart cool soft pillow.
The order, delivery and installation were seamless. They even offered to take back our old mattress. What stood out for me were comfort, cooling actigel that really helped with the heatwave and improved sleep quality. Thank you Dreams and Hamida. Highly recommend!

We had a great experience at Dreams Coventry. The store was clean and tidy throughout, which made it a pleasure to look around. They have a fantastic range of beds and mattresses, including some excellent clearance deals at very good prices. The staff were friendly, helpful, and happy to answer any questions without putting us under pressure. Overall, it was a very positive shopping experience, and I would definitely recommend Dreams Coventry to anyone looking for a quality bed or mattress at a great price.

Terrible experience with customer service. Nobody is calling back for days, asking to go on a chat but chat says go and call the number, and so on in circles. They do not have a clue how to manage queries. I am returning mattress back but the money for the mattress wasn’t accounted for in my exchange mattress invoice, so now they are saying my delivery will be cancelled. This is causing me extreme stress and nobody is answering calls. If you have a choice never use this terrible company- look somewhere else. as it’s really terrible.

I ordered a standard bed in mid-June that was out of stock and needed manufacturing. In late July, I was given a delivery date for late September, which I initially accepted.

However, checking their website today revealed two major issues:

1 Placing a new order for the exact same bed today promises delivery in late August—a full month earlier than the slot given to an existing customer who paid two months ago.

2 The assembly fee for the exact same item on their website today is £35 cheaper than what I was charged in June.

Holding onto my money for months while charging me more and making me wait longer than a new customer is appalling service. I expect Dreams to rectify both issues immediately by moving my delivery date to August and adjusting the price difference.

Service received in the Chandlers Ford, Hampshire store when purchasing a new bed & mattress for my elderly father was good. I was advised they could take the bed,mattress & packaging away upon delivery which I agreed & paid for as my father is 88 years old. The bed was delivered but the delivery men refused to take the old bed & mattress away saying it wasn’t on their instructions & even after we said we’d paid for it they still refused & left it dumped outside the front of my fathers house! He is 88 years old! I was told to contact customer services, what a joke that was! The waiting queue was so long & I have to work! This means I am having to dump the bed myself. Shocking after service! They make the sale but everything after is a disgrace. I will never use this company again. I have today received an email asking me to complete a survey to ask me how have they performed which I have completed which I doubt I’ll hear anything from, or this review!

Been trying all day to try and get hold of someone to cancel my order but was 367 in the queue by the time it got down to 161 they closed at 4pm! I only get three days to cancel and have no way of contacting anyone as customer service is closed all weekend! I would avoid and wished I had checked reviews first!

Great service by suleman, helped us choose the perfect mattress quickly and efficiently. Would highly recommend it. Great welcoming staff.

Excellent service from Lauren and Andy at the Dreams Erdington store. They were both friendly, knowledgeable, and really helpful in finding the right mattress for us. A smooth and pleasant experience from start to finish. Highly recommend!

We were supported by Solly to purchase a new mattress. He was extremely helpful, honest and knowledgeable.
The thing we appreciated the most was there was no 'hard sell' but was there to give his advise when we asked. Great sales person

I went to the Dreams store in Rugby and Mark helped us with ordering my son’s bed. Mark was so helpful, patient and understanding which I really appreciated, given that we had just moved home and it is a stressful time. I cannot recommend Mark enough if you want the experience and expertise of a professional rather than just ordering online.

Brilliant. Used the sleepmatch system and found the perfect mattress. Great service from Charlie. Highly recommend

The bed mattresses are good but the delivery experience let them down. The drivers didn’t know they were collecting old mattresses that we’d got ready for them and paid for. I suspect communication between office and delivery staff could be better! They took the mattresses, but the frustration shouldn’t be towards the customer. I won’t be using dreams again.

We went to the Cannock store the end of 2024 to purchase a new mattress. We followed the advice and guidance in store using the mattress that scans you to recommend the best mattress choice and guidance from staff. We chose an extremely expensive mattress £1600 far more than we intended or have ever spent on a mattress before. We were advised that if the mattress doesn’t suit we could exchange this. After delivery we could not get used to the mattress which caused us daily backache. We requested a change of mattress. We chose another mattress slightly cheaper at £1300. We were then advised we could only change the mattress once. We followed the advice again given by the scanner in store. Since having this mattress it is clearly too firm and not suitable. We both wake daily with back ache, stiffness and joint aches. This has become more apparent as every time we go on holiday including this month we have no issues with any pains or aches when staying in a hotel on a softer mattress. I have tried to submit a complaint to Dreams and the access to customer service is shocking! No email address to submit a complaint. The number to call states 9-5 when it is actually 10-4 when most people work. They do not answer there is an automated reply telling you the waiting time is 90 minutes and you have to receive a link for the chat. Having then followed the link you are put in a queue. I had 126 people in front of me. It took over three hours for anyone to come back to me. By which time I had missed their reply. When I messaged back it was passed 4pm so closed. Only open 10-4 Monday to Friday good luck anyone trying to sort any issues out with Dreams. The mattresses are extremely expensive, the in store scanning / machine is inaccurate and certainly not worth what we paid!

Great salesmen at store, slight issue with their new ordering system, I understand there was teething problems but they resolved my issue thanks ever so much for the support.
Always reach out to them before jumping to conclusions they are very helpful.

Excellent service at the Llandudno store as always, such friendly and helpful staff. Recommended to others

This will be the 2nd bad review I have ever had to write but I'm tearing my hair out trying to get a response and a resolution from Dreams.

The bed frame was delivered broken (inside the packaging, so it had been sent to us broken), after a difficult time of actually having them collect the bed (being told it was being collected and then noone turning up), we have waited a month so far for a refund (with still no sign of the money being returned). I have spent hours on hold on the phone, on the online chat and email responses can take over a week.
The customer service and communication has been terrible, and it has been such a disappointing and frustrating experience.

Absolutely appalling experience with dreams.
The whole order has been a shambles from start to finish.
Ordered almost £3000 worth of bed and mattress from the store, this is where the problems started. They couldn't take a deposit on the day because of the new systems that was being put in place, but assured me that i would get a phone call to take the payment and that the order was placed.
Had a phone call with the store confirming a delivery date of august the 14th but again no payment was taken for the delivery.
About a week before delivery they emailed me saying that i had an outstanding balance that needed clearing otherwise the order would be cancelled - fine i knew this needed paying, but i was assured i would receive a call to arrange this. Never did.
Spent hours upon hours on the Phone (never ever get through to a person, it just hangs up saying nobody is available) spent more hours on the online chat, 250! in the queue, just to get put through to nobody.
Eventually got an email from customer services to arrange the payment but again, i couldn't get through to pay this.
When somebody eventually rang me, they said the payment had been confirmed and the order was on track for the delivery date (14th). I later checked my bank to see that no payment was taken and i was still getting emails saying the order would be cancelled.
I had to go through the same situation, trying to get through to customer services to pay. Eventually this was done and the person on the phone said very very clearly that the delivery date was the same and everything was ok.
Fast forward to yesterday, i received emails and texts saying that the delivery would be today and even gave me a time slot of 10-12.
Today, 12 o clock passed and i had to ring the delivery driver because AGAIN i couldn't get through to customer services.
The delivery driver informed me that the delivery was cancelled and that i should have been informed.
Absolutely pathetic that a customer has to find out from ringing the delivery driver that my bed or mattress wouldn't be delivered today at all. With no new date to go on. WHY didn't anybody tell me? WHY did i get a time slot for a delivery that was apparently cancelled?? After waiting a month, this is not acceptable.
Further to this, based on the emails and texts and confirmation from dreams that today would be the delivery day, my wife and i had already dismantled and disposed of our old bed and mattress. Only to find out from the delivery driver that there wouldn't be a new one. HOW is this acceptable?
Both my wife and i have had the day off from work for this, which is now wasted and we do not have any bed or any mattress to sleep on. This is diabolical from dreams. IVe spent all day trying to get through to anybody on customer services or the online chat and absolutely nobody has been in contact with me.
I resorted to phoning the derby store where i purchased the bed and its very very evident that this is a running theme, the staff are absolutely defeated from the numerous people with similar situations trying to sort problems that are not the sales staffs fault.
Both my wife and i have bad backs and are now left without a bed and without a mattress for what the sales staff at derby told me would probably be another month and a half! This is entirely unacceptable from dreams and i dont know how they can operate like this.
How does dreams plan on fixing this? Will they reimburse me and my wife for having time off work? will they ever get our order to us?
Probably never know because i STILL cant get through to anybody.
Do yourselves a favour and take your business elsewhere. Pathetic company.