Dreams Reviews 

​We visited the Dreams store in Guildford to find a replacement for our old mattress. The staff member who helped us was extremely knowledgeable, friendly, and patient, showing us various options tailored to our needs. After our first night on the new mattress, it clear we made a great choice!

Amir gave us excellent service with a smile
At Watford

I attended my local Dreams store with a clear plan…
‘I will tell you what my partner and I are looking for, share with you our intentions, don’t harass me just point me in the right direction and we will decide from there!’

I had been bamboozled with Social Media posts, so many mattresses to review, so much ‘BS’ to filter, we just wanted some honest advice, not a upgraded sales pitch (as I am a salesman myself) just a honest opinion to take away the hassle of buying a bed and mattress.

James advised us to take the ‘Dream Beds Tech thingymagig’
It took away the pain away of testing every mattress in the store
Simply have a lie down on the thingymagig and it will profile what you need.

Unsurprisingly it did recommend the most expensive mattress in the store but I expected and forecasted that outcome anyway!

The Tekky Bed thing directed us to a range of beds (3 in total)
££
£££
££££££
We had a lie down on the recommendations avoiding the ££££££ bed.

Honestly, James and the ‘thingymagig tekky bed’thing nailed it!
In my opinion it was the perfect/exact sales approach i was looking for.
He understood me as a customer ,my approach and my objective.

James threw in some pillows for us to lie on when testing the beds. Perfect upsell which also worked!

My partner and I made a decision very quickly on the chosen mattress as it met all our buying criteria.

I said to James…
I am going home to do my homework
I will review and research the product and ensure our mattress tick list is complete.
If it is , I will be back in tomorrow and order

I returned to the store as promised the next day

I ordered our New Mattress
Two New Pillows (the ones James gave us to try 😉) and I left a very satisfied customer hence this honest experience review.

In an ideal world having wrote this experience, when Dreams deliver our new mattress they will take it upstairs and unpack as a freebie 😁

I wasn’t prepared to pay an extra £50.00 for this privilege
If you don’t ask you don’t get.

James (or the marketing dept of Dreams) if you read this Trustpilot - do the right thing 😂

The new mattress is very heavy and I will struggle to get it up the stairs 💪

Great service in the west Drayton store today
Popped in today as need a bed for the spare room.
Lovely warm welcome on arrival told them what I was looking for and my budget and they gave me some great advice on options that I could think about
The team in this store are really friendly and helpful, it makes a nice experience when you get lovely service
Store is easy to get to and has parking even though it’s on the main road

Shani in West Drayton was a massive help with my sale was a pleasure to be served by her

Rebecca helped me today in store she was very friendly and helpful and showed me different options, didn’t make me feel rushed and engaged in friendly conversation, thank you Rebecca!

Absolutely appalling customer service.

I bought a mattress over a month ago, and my delivery was scheduled for 5 August. The day before delivery, I received an email saying it wouldn’t be delivered due to supplier issues and that I’d be contacted within 48 hours with an update.

It’s now been over 48 hours, and I’ve heard nothing. Their phone line is switched off, live chat is unavailable, and my emails have gone unanswered. Customer service is practically non-existent.

If you’re thinking of buying from Dreams, I’d strongly recommend going elsewhere. The lack of communication and complete disregard for customers is unacceptable.

Such a great experience in store today. We came in just looking for inspiration but the amazing Douglas showed us a mattress that we can’t get out of our head. He was absolutely amazing and made us so comfortable. He was really knowledgeable and a wonderful person to talk to. Amazing experience

Really good service and knowledgeable staff, very friendly and customer focused. Jenny and Anna made our experience productive and made us a lovely cup of tea and coffee. They were very atuned to the needs of the customer.

I’ve purchased two Hybrid mattresses, which was scheduled for delivery on July 20th 2026. Then I got a voicemail saying that the delivery date has been changed to August 25, followed by an email saying that the order would be delivered on August 21st. Bear in mind, I had already gotten rid of my old Mattresses on the 17th July, in order to make way for my new orders free collection via the local Council. As Dreams was charging £90 for removal of my old mattresses. When I’ve placed the mattresses order with Dreams, they gave me a package of 4 free complimentary pillows, that they said cost £40. I have to cancelled my order, as I couldn’t waited over a month for my delivery and returned back the unopened pillows to their store where I had purchased the mattresses. I had a refund, but Dreams has still deducted and charged me the £40 for the pillows that I had returned back to them!

Customer service was really good! Dee and Richard were very helpful

Placed order for £3.5k mattress, delivery date today Thursday 06.08.26, was confirmed via email 3 days prior. Today no message or call re expected time so tried the chat to us, a 4 hour wait followed! Then finally got through to find new date is 26th 3 weeks later, no email no comms nothing, leaving me with no bed as I had removed ours ready given the 3 days prior confirmation. Have purchased prior a few years back and now is truly awful I would advise you to avoid. Once I finally got through to a person following a 4 hour wait they did help, however not a lot they can do re delivery date being any sooner so stuck with no bed for 3 weeks. I really expected more from dreams but reviewing the more recent reviews, I see I am not alone in my unhappiness

Great experience, very helpful

Dan from gravesend branch was super amazing in helping and answering all questions.Always a pleasure getting my bed from dreams and cheers to the team as we got a beautiful super king size bed/mattress combo!

Raghuraj was extremely helpful and knowledgeable
Great customer service

Recently visited the Chesterfield store, where there was an excellent choice of products, plus an outstanding level of service provided by their employee Sarah.
The Sleep Match facility was utilised to give a more accurate suitability choice, which proved extremely beneficial when choosing.
Drinks were kindly provided during a detailed explanation of mattresses and bed frames etc.
Highly recommend this store and will definitely be returning to purchase future products.

It would be 0 stars or minus if I could.
Shocking carry on all round.
Price promise is a joke, customer service is a shambles on all levels.
Orders not being added to systems in a timely manner, so no access to my account for nearly 7 days. Emails not answered, 2hrs and 6 minutes on hold. 10 Days to wait for a refund apparently! Bogus voicemails left saying they called would try again? When I know for sure they didn’t ring. AVOID AVOID AVOID at all cost.

Excellent informative experience. The assistant was patient and explained everything to us.

Today I visited the dreams store in Irvine, Scotland and received excellent customer service. I went in to ask for information on purchasing a bed and the member of staff Debbie who assisted me was extremely helpful and answered all of my questions. Highly recommend!

sean from warrington shop very nice man very professional and very helpful