Dreams Reviews 

Diane at Royal Quys was great
She was helpful explaining every things giving me all the option
Second time to buy from the same store
Always great experience

We ordered £8000 worth of beds and one of the beds came as half the product. We phoned and they said you are 188th in the queue. I waited 2 3/4 hrs and she then said she can’t do it. Then I emailed them and nothing back. Atrocious.

Great overall experience all items delivered as expected and helpful in store team

Terrible terrible customer service, simply can’t get through and wait on the line for ever (that’s if the phone line doesn’t say not available to answer any calls!)

Worst company ever and I wish I never ordered with them. Ordered a bed for my son. Waited 3 months before I got given a delivery date. When that finally was shared, it was cancelled the day before. I have tried to contact customer service and I can't get through whether on the phone (no call back) and on chat there are 200 people ahead of me. Madness. I think this company must be going bankrupt. I have never witnessed any worse service levels. I have been trying to speak to an agent since 1030am and it is now 13:10 - I have 72 people ahead of me!!!

Visited the Chingford store. Wendy was very helpful and friendly and advised us on which mattress suited our needs best. Couldn’t be happier with the service.

We recently bought a mattress from Dreams and couldn't be happier with our purchase. The quality and comfort of the mattress are absolutely fantastic; we’ve been having the best night's sleep since day one. The in-store customer service was also very helpful and polite throughout the whole process. Highly recommend Dreams to anyone looking for a great quality bed and mattress!

We initially had an issue with our bed, but Peter completely turned the whole experience around for us.

His customer service was excellent. He handled my complaint very professionally, kept me updated and made sure everything was sorted properly. What started as a 0-star experience ended up being a 5-star experience thanks to Peter.

This experience also made me realise that every penny you spend with Dreams is worth it. You’re not just paying for the bed and mattress, you’re also paying for the customer service and support if something goes wrong.

Imagine spending around £1,500 on a bed and mattress somewhere else and then, when there’s a problem, nobody really wants to know. With Dreams, they actually stood behind what they sold us and made sure we were looked after.

Really appreciate Peter’s help and the way he dealt with everything. After this experience, we would definitely shop with Dreams again.

New delivery date given for today after not receiving my bed and mattress on past delivery date as it just didnt turn up and we now wait, message said delivery today but also time slot would be allocated the day before which we’ve not received so is it coming or not? Like others can’t speak to anyone and been promised after emailing to complain that someone would be in touch but nothing. Newspapers/Martin Lewis/ombudsman need to look into this nonsense, if I’m number 200+ everyday in queue on their chat system then looks like a lot of complaints daily. 888J598707
Don’t buy from Dreams beds

Got your response now and am glad I am getting a refund although you do t say when I will receive it? You also sent us another delivery date for today and told us to wait on time slot which we should have gotten last night but never so was hopeful the bed would have arrived today anyway. We had no communication from yourselves to say refund had been put through after I had asked if this was possible as was not happy and only got response of the bed coming today? So confusing and definitely not worth the stress using dreams so never again

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.

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!