Dreams Reviews 

I can’t recommend Dreams in Watford highly enough! Gabriel was absolutely incredible. His knowledge of all the different mattresses was exceptional, and he took the time to really understand what we were looking for.

He was incredibly patient and made sure we felt confident that we were making the right decision. No question was too much trouble, and he was able to answer everything we asked with such professionalism and expertise.

Fantastic service from start to finish — thank you, Gabriel

the service and help received from sleep match to final choice could not be faulted

I have already put in a review the mattress I ordered didnt give me a good night's sleep I have back trouble So the mattress didnt give me any relief from pain .Cant fault the mattress I chose it

Amanda from dreams Team Valley Gateshead, was amazing from start to finish. Made the whole experience feel amazing and we ended up purchasing two perfect mattresses. Thanks so much Amanda, you’re a credit to the company.

We spent almost £5,000 with Dreams when we moved into our new home in 2024. Initially, our experience was very positive. They were great with the delivery and were also happy to exchange a bed when we realised it was causing us back pain. As part of this, we received a £400 refund in Dreams gift vouchers.

We used those vouchers to buy a wardrobe in April this year, which was due to be delivered in June. Unfortunately, this is where the whole experience went downhill.

The first time the wardrobe was delivered, they brought the wrong one, so it had to be taken back. During that visit, the delivery man specifically told us that the correct wardrobe would need to be disassembled and then reassembled in the bedroom, as it would not fit up our staircase. We trusted this advice and waited around two weeks for the replacement delivery.

When the second delivery arrived, however, the delivery team were confident that the wardrobe would fit up the stairs without being dismantled, so they went ahead. Halfway up the staircase, they realised it would not fit. They were literally stuck there for around 15–20 minutes trying to work out what to do.

During this process, they damaged our wall, leaving a large hole as well as scraping the walls in several places (I wish I could upload photos). Eventually, they had to take the wardrobe apart in order to free it from the staircase. The whole experience was a nightmare.

We complained to Dreams immediately. Given what had happened, we explained that we no longer wished to deal with Dreams and specifically requested a cash refund rather than another £400 in vouchers. Despite this, they simply sent us another £400 in Dreams vouchers.

It is now mid-August. There is still a large hole in the wall of our new home caused during their delivery, and despite writing to Dreams again two weeks ago, no one has bothered to come back to us about the damages.

This has been such a huge disappointment from a reputable company like Dreams. We initially had a very positive experience with them and spent almost £5,000 with the company, which makes the way this has been handled even more disappointing.

The damage to our home, the lack of follow-up and the decision to issue vouchers again despite us specifically explaining why we did not want them are completely unacceptable.

If we still do not hear from Dreams, we will have no choice but to take the matter further. Customers should not be left with damage to their homes for months without even receiving a proper response.

Order number: 095A031296. I hope any person from Dreams who sees this, have enough courtesy and customer service to get back to us.

Title: Two Months Without a Bed – Absolutely Unacceptable

I placed my order in June with a promised delivery in July. Just a few hours before the scheduled delivery, I received a phone call to say my bed would not be delivered.

After weeks of waiting, I was then promised a delivery on 14 August. I received a written confirmation from a member of staff confirming the delivery would definitely take place. On the day before delivery, I even received a delivery slot of 10:30am–2:30pm.

Based on that confirmation, I disposed of the temporary mattress I had been sleeping on for the last two months to make room for my new bed. Then, just hours later, I received another call telling me the delivery had been cancelled again.

I am now left with no bed and no mattress because of this company's repeated failures.

I suffer from a slipped disc and osteoarthritis in both knees, so sleeping without a proper bed has caused me considerable pain and discomfort.

The repeated broken promises, last-minute cancellations and poor communication have been completely unacceptable. I would not recommend this company based on my experience.

I have never experienced customer service this poor.

Ordered in June with a delivery promised for July. The delivery was cancelled just hours before it was due.

After weeks of waiting, I was promised delivery on 14 August, received written confirmation, and even received a delivery time slot.

Because of that confirmation, I got rid of the temporary mattress I'd been using for the last two months.

A few hours later, they cancelled the delivery again.

I'm now left with no bed and no mattress through absolutely no fault of my own.

I have a slipped disc and osteoarthritis, making this even more distressing.

Very disappointed with the constant delays, broken promises and poor communication. I would like this reviewed immediately and get this sorted ASAP.

Ian assisted us in selecting the appropriate bed and pillow.

⭐ 1 Star - Excellent Sales Team, Extremely Poor After-Sales Service

Having recently relocated to London, we visited Dreams to purchase a new mattress. The experience in-store at the Tottenham Court Road branch was excellent. The sales staff were knowledgeable, friendly, and helpful throughout the purchasing process.

On 11 July, we purchased a mattress and were given a confirmed delivery date of 25 July.

On the morning of 25 July, having received no delivery update, I called the store to enquire about the status of our order. To our astonishment, we were told that the mattress was actually out of stock and would not be available until mid-to-late August.

What was most disappointing was that nobody had contacted us to inform us of the delay. Had I not called the store myself, we would have spent the entire day waiting at home for a delivery that was never going to arrive.

Given the significant delay, we requested to cancel the order. The Assistant Manager advised that cancellations could only be handled by Customer Services and warned us that they were often difficult to reach, with callbacks potentially taking several hours. We left messages but received no response. After further calls to the store, the Assistant Manager kindly offered to contact Customer Services on our behalf.

Despite this, by 10 August we had still received no meaningful response regarding our cancellation request. Repeated attempts to contact Customer Services resulted in long automated telephone queues, requests to leave messages, and no call-backs.

Then, on the same day, we unexpectedly received an email advising that the mattress would be delivered on 14 August.

By this stage, having received no assistance with our cancellation and needing a bed to sleep on, we had already purchased a mattress from another retailer online and received delivery the very next day.

All we wanted at this point was a refund.

Attempts to contact Customer Services continued to be frustrating. Dreams does not make its customer service email address easy to locate, and when we eventually found it and submitted our request, we were informed that email responses could take up to seven days. The store repeatedly advised that they could not help and that everything had to go through Customer Services.

The contrast between the excellent service we received before payment and the lack of support afterwards was remarkable.

While the store staff were professional and helpful, the overall customer experience was let down by poor communication, lack of proactive updates, difficulty contacting Customer Services, and an inability to resolve what should have been a straightforward cancellation and refund request.

Based on our experience, I would strongly encourage prospective customers to consider how Dreams handles delivery delays and post-sale customer support before making a purchase.

Unfortunately, this experience fell far short of the standards one would expect from a company that promotes itself as one of the UK's leading bed retailers.

Debbie was helpful right from the start, being my first time in many years buying a new bed I was a bit unsure on what mattress to get. Debbie was amazing and was able to help me secure a great new mattress and walked me through every step of the way! She was a pleasure to speak to!

Excellent service from jordan at the Metrocentre store. Informative and supportive

Ipswich branch. Please be aware if buying from 'Dreams'. In my experience the sales team are good. Cory was friendly and professional and asked me to choose my delivery date to suit me. This all gave me confidence that I was buying from a good company; however, I have since found out that after purchase your order transfers to the 'back' team and delivery and they are appalling! My delivery was set for today 13 August and was told I would receive a text message day before with AM or PM and on the day a 2 hour window. I received nothing so called the branch at 9.30am to be told it was nothing to do with them and to call customer services. They said the wait time was over 60 mins so to leave ring back which I did but they did not respond. Called sales team again at 2.30pm who after another hour managed to find out that my order wasn't coming today but was booked in for 3 weeks time! Customer services eventually responded and said they couldnt guarantee that date either! I always provide positive customer feedback to companies and very rarely send a complaint, but I felt I had to warn others. I was so confident about getting the new bed that we dismantled the old one! what a stupid thing to do!

Excellent all service's offered. Mohit was brilliant with the offers and really friendly

We placed an order in June with the excellent team at WSM Dreams with a delivery due for the 18th July. We had paid for a Saturday delivery. We then had a phone call the morning of the delivery from the driver to say that the mattress ‘hadn’t made the van’ and customer services would be in touch to reschedule the delivery.

After not hearing anything I contacted them and found out they’d rearranged the delivery with no communication to a weekday date I wasn’t able to do. I told the person I had paid for a Saturday delivery and she said ‘we don’t charge for those’ and as it wasn’t on the invoice I was unable to argue it. This date was also changed just before delivery.

I then received a phonecall once again from the delivery driver on the morning of the 3rd scheduled delivery to say that unfortunately the ‘mattress hasn’t made the van’. He also mentioned that Dreams have changed their computer system and this is happening a lot and it’s them that have to be the bearer of bad news to customers, something which I didn’t think was fair.

So once again I organised a 4th attempt and had an email today (2 days before the delivery) to say it has to be rearranged once again to a midweek date next week. Although I’ve been offered £150 compensation, nothing can make me want to book a 5th delivery, cancel and move my plans only to find it won’t be delivered. Absolutely terrible service, can’t speak to a human and have to do everything via chat which usually has a queue of over 200 people with over a 2 hour wait every time I want to speak to someone. Really disappointing.

Extremely disappointing experience with Dreams. My replacement delivery has been cancelled twice, and I have been waiting for over a month. I received several messages saying the delivery team was on the way, but no one ever arrived. Communication has been poor, the service has been unreliable, and it’s been a complete waste of my time and my money

Roger made everything really easy and was very helpful at explaining the differences between mattresses etc. Would definitely recommend. Ben Weir.

Upon going to my local Dreams store in Beckton was a very pleasant experience, the staffs were amazing, but when something was wrong with the bed and I was told to call customer services, even though i was no 1 in the queue, I waited for over an hour with the message repeating your call will be answered in 1 minutes, it never materialised, then I was told to chat it will be quicker, but after initial questions I was number 300 in the queue. Total disgusting & i have not been to tlak or chat

Hailey in Southampton shop was amazing and so helpful! The service was professional and we got very good advice on mattresses, pillows and bed frames.

We visited the store in Stratford upon Avon. What a revelation. The manager -James, met us and introduced himself with the magic words”I won’t chase you around the showroom “- absolutely fantastic. We had a myriad of questions and the sales person Brisilda answered all of them expertly and professionally. A credit to the company and a great addition to James store. We bought a new mattress and extras, awesome. The other great thing with the store is the mattress simulator, it’s magic. It creates a recommendation for mattresses and it’s spot on. If you need anything bed wise, strongly recommend visiting this store

Visited Dreams Brierley Hill & was assisted by Abby. Excellent & friendly service, ended up making a purchase & feel like we got a good deal. Would definitely use again!

Many thanks!

Mohit was very helpful today, greeted on arrival, We were offered the mattress machine to help choose, drinks were offered and accepted.
Mohit advised what was available in the style we liked, and colour, in our price ranges, after purchasing 2 beds 2 mattresses, insurance, assembly. we left after only going in to have a look. 😊