Dreams - York Reviews 

Great quality bed which turned up on time easy to Build.

Love my new bed...it is perfect. Comfortable and looks great too.

My delivery was on time, my bed was packed for protection, the guys were very efficient and very polite and friendly, and wore protective footwear

I bought a comfortable new mattress. Delivery was great.

From entering the store through to delivery day: the staff, shop, information and ease was superb

Honest Review - If you are shopping for a Single mattress - Shop Elsewhere.

We recently needed a new single mattress for our daughter as my mother-in-law was staying with us for a week, so we decided to purchase one from Dreams in York.

Upon visiting the store, we were assisted by a helpful staff member who informed us that only spring mattresses were available in-store. However, we were told we could try out double mattresses and order the same model in a single size, as the feel would supposedly be identical. We tested a double mattress, liked it, and opted for a medium single.

The mattress was delivered on time, but after setting it up, we discovered it was extremely firm and nothing like the double we had tested. Assuming it needed some breaking in, we added a mattress protector and gave it a few months. Unfortunately, even after removing the protector to test, the mattress remained uncomfortably hard.

This is where the frustration began. I attempted to contact Dreams customer service and was left on hold for two hours with no response. Turning to their online contact form, I submitted a query but didn’t receive a response for weeks. When they finally replied, we were directed back to the store to use the 100-night comfort exchange.

When we returned to the York store, the staff member we spoke with was polite and understanding. He confirmed that only spring mattresses were available but allowed us to test another double mattress and reorder a single version. We selected a softer option, which was £55 more expensive, but were told we’d also need to pay a £65 exchange fee—totaling about £120.

At this point, we asked if we could order the same model in a softer firmness, but it turned out the mattress we originally purchased was only available in medium. Reluctantly, I was ready to pay the additional cost to swap it, but then came the kicker: we were informed that the 100-night comfort guarantee wouldn’t apply to the exchanged mattress. Essentially, if the replacement was also unsuitable, we’d have no further recourse.

This would leave us stuck with over £500 wasted on a bed we couldn’t use. Faced with that risk, we decided not to proceed with the exchange.

Verdict

The experience has been extremely disappointing. The 100-night comfort guarantee is misleading, and the process was riddled with delays, extra fees, and poor customer support. I’d strongly advise against purchasing from Dreams. You’re better off buying a mattress from a retailer like Amazon, where returns are straightforward if the product doesn’t meet your expectations.

Dreams’ Guarantee Reality:
"We’ll offer you one exchange within 100 nights, but if your second mattress isn’t right, you’re out of luck!"
Stay away!

--Amendments - It states in your message you tried calling and even requested my details. I can confirm no contact has been made.

—Kishan You promised to call me back. Empty promises.

UPDATE: Krishan did promise to call me back ONCE. He caught me at a bad time and said he would call again the same day. This did not happen.

I left this till 2025 as I though this was due to the holidays coming up.

Still no response. Honestly, if you need support after making a purchase, don’t expect any! You’ll be stuck on hold, starting as the 15th caller in a queue of 15, waiting for hours. Even if they do call back, they put in minimal effort to resolve your issues. It feels like Dreams only pretends to care about their customers.

As a result, I’m left with a useless mattress that might as well go straight to recycling—a complete waste of money.

Take my advice: go with a company that truly values its customers.

Really easy to order. The delivery rovers were excellent. Helpful and delivered on time

By far the best customer service we have received up to date. There is a great friendly atmosphere in the dreams at galway. This shop had the sweetest employee Stephanie, she was a joy to work with and she was very kind and professional.Lovely experience without a doubt.Definitely recommend :)

Our experience with the whole team at Dreams was first class, from the advice given in choosing our mattress and bed, to the contact with the delivery and fitting team. Absolutely fantastic customer service. Would highly recommend. Thank you.

Best mattress I have ever slept on. You definitely get what you pay for.

Great mattress, helpful salesperson and excellent delivery.

Helpful service when buying bed and mattress. Did not feel pushed into buying the bed and mattress. Good delivery of product. Care taken when delivering. Put the mattress and bed in the bedroom.

All good , efficient, polite from start to finish .

The store was very welcoming and well laid out with a large range of products to consider. The showroom manager was very knowledgeable and his briefings were very clear with no pressure to opt for a particular brand.

The guys in The clifton Moor branch York where very helpful. That when this went wrong. The customer services over the phone was dreadful. I paid in full but customer said I had not paid when I had. It turned out it was the problem with Dream not my bank as they did not action payment so it went back into my account. I spoke to Sam on the phone who sorted it out the payment. I am person with disability and needed a afternoon slots due my health as mornings was not good, But you going to charge me for an ffternoon and day. All the problems I have had and buy a bed which is not cheap they wanted me to pay more money. some store offer either morning or afternnot slot and day which very short sighted by Dream bed.

Great service from start to finish

When we arrived at Dreams Clifton Moor we knew what we were looking for. Sam one of the staff intruhimself when we arrived and we told him we wanted to look around and he told us if we needed anything at all to give him a shout which is what we wanted. He wasn’t pushy like some other places we had visited and he didn’t follow us around the store like other places. There’s nothing worse than having a pushy salesperson following you around so thus store made a refreshing change. Once we found the bed we wanted to try Sam brought us a couple of pillows to use to make the experience more enjoyable. We decided there and then we would buy it . We talked to Sam and decided we would but 2 of this particular bed as it was so comfortable and our spare room would benefit a new bed for guests. The whole process was straight forward Sam told us about the product in detail and offered addition insurance etc if we wanted it but didn’t try to push us into buying something we didn’t want , we were given the option of the delivery driver removing our old bed at a minimal cost which was an added bonus. I would recommend Dreams to anyone who is looking for a new bed , and wants a pleasant experience not a pushy salesperson. The delivery drivers also deserve a shout out the were brilliant they delivered my beds where I wanted them not just dumping them at the doorstep. They even offer a service to install them in the room of your choice for anyone who needs it. 5 star service.