Dreams Reviews 

We purchased a king-size bed frame and mattress from the Livingston store on 4 July, costing nearly £1,500. The sales staff were initially friendly and helpful, but the assistant mistakenly ordered a king-size mattress with a double bed frame.

At the time, Dreams was installing a new system, so the store apparently couldn’t correct the order themselves. The assistant tried unsuccessfully to call customer services, then emailed them and copied us in. We were reassured that the mistake would be corrected quickly.

This was entirely the store’s error. We did not change our minds or ask to amend an order we had placed incorrectly, yet we are the ones being penalised for it.

Our official order form clearly states delivery within three weeks. However, we were never given an original delivery date then or in the weeks to follow. Despite the correct sizes being included in the store’s email, my husband was later called and asked to confirm them again. We then heard nothing until 16 July, when Dreams emailed asking us yet again which part of the order needed changing.

That email warned that making the “amendment” could extend the lead time to 12 weeks. It also stated that once our current delivery date was removed, it could not be reinstated - even though we had never been given a delivery date in the first place.

When I contacted customer services on 20 July, I spent around an hour and a half on live chat simply trying to get an explanation. I was told the delay was caused by Dreams’ new system and that staff had been unable to see orders coming through.

Despite this, Dreams continued accepting orders and taking customers’ money. They have been sitting with nearly £1,500 of our money since 4 July, while apparently being unable to see or process our order properly.

Only after repeatedly chasing were we finally given a delivery date of 25 August - nearly eight weeks after ordering and almost five weeks beyond the timeframe stated on our order form. I am heavily pregnant, and we are currently sleeping on a makeshift mattress on the floor.

On 20 July, Dreams offered us a £150 refund for the inconvenience. We were told it had been arranged and would reach our account within 7–14 working days. It never arrived.

On 11 August (today), I spent approximately three and a half hours waiting on their online chat, only to be told that no refund could be found and it had only just been processed that day, when I called. Another adviser claimed there had been a “complication” that had not been noticed until I chased. At this point, that feels like yet another excuse, as we have repeatedly been told things have been corrected, booked or refunded, only to discover they haven’t.

The online chat itself is appalling. Customers can wait three or four hours for a response, and if they do not notice the reply quickly enough, the chat is ended. One adviser ended our conversation 1 minute after sending a message, while I was still typing another question, forcing me to enter all my details and join the queue again.

After reading numerous similar reviews and complaints online about delayed orders, failed deliveries and missing refunds, I genuinely do not know whether we will ever receive our bed and mattress.

We now feel completely trapped. If we continue waiting, we have no confidence the order will arrive on 25 August. If we cancel, we could be left waiting weeks for Dreams to return our money, especially when they couldn’t even process a £150 refund correctly. We would then have no bed, no mattress and no money available to buy replacements elsewhere.

Every update has required us to chase, nobody takes responsibility, and the communication has been completely unacceptable. I would strongly advise anyone considering ordering from Dreams to read the recent reviews before handing over their money.

Darren is a great guy

Extremely disappointing experience – £1,000 sofa bed not fit for purpose

I paid almost £1,000 for a sofa bed from Dreams, only to discover that when opened as a bed, it has a significant dip in the middle. The sleeping surface is not flat, the two sides are not wide or supportive enough, and your body essentially falls into the middle. It is extremely uncomfortable and has even aggravated my back.

What has been even more disappointing than the product is Dreams’ customer service. Their phone lines have been unreachable, the online chat has been unavailable, and my emails have gone unanswered. I have spent a considerable amount of time trying to get someone to actually deal with the problem.

For a company selling £1,000 furniture, I find this level of customer service completely unacceptable. I am honestly shocked and extremely disappointed by how difficult Dreams has made it to resolve what should be a straightforward issue with a faulty product.

I have now opened a case with PayPal in an attempt to recover my money.

I would strongly recommend thinking twice before purchasing from Dreams.

Abdi was nice. He gave us water on a hot day. He was patient and very supportive. I got everything I wanted as the customer. Very happy…….

Our experience with Dreams has been nothing short of a complete shambles.
We ordered a bed in May and initially received very helpful service in store. When we later needed to complete the finance on the order, we drove to the Chester store expecting them to be able to help. Instead, we were met with completely unhelpful service and were told they couldn’t do anything because of a change to their online systems. We were simply told to contact customer services by phone.
So we contacted customer services and waited over 90 minutes, only to be cut off before even speaking to someone. Quite frankly, that level of customer service is unacceptable.
Thankfully, Julie and Kev at the Llandudno store were fantastic. They were helpful, listened to us and actually managed to sort the issue out.
Unfortunately, this is where Dreams' incompetence continued. Despite everything being sorted, Dreams failed to attach the agreement to our order, which then resulted in our delivery being cancelled. Because of an error on Dreams' side, we were left facing the prospect of being without a bed for more than two weeks.
What makes this even more infuriating is the complete lack of communication. If your systems are changing, your customers should not be left to discover the consequences themselves. There was no meaningful communication, no proactive support and no sense that anyone within the company actually took responsibility for the problem.
We spent hours trying to resolve something that should have been straightforward. We were passed from one place to another, left waiting on the phone for an absurd amount of time, and ultimately suffered the consequences of mistakes made by Dreams themselves.
A company selling beds should understand that delivery of the bed is rather important. Instead, we were left without one because Dreams couldn't properly manage their own systems and paperwork.
Julie and Kev deserve credit for doing what the rest of the company seemed incapable of doing: actually helping a customer.
We have now ordered our bed from another company, and we will never use Dreams again.
After this experience, I would strongly recommend thinking twice before ordering from Dreams. The problems weren't just one isolated mistake, it was the lack of communication, dreadful customer service, ridiculous waiting times and ultimately a failure to deliver what we paid for.
Dreams have completely lost our trust and our business.

Having spent over £2000 for a new mattress, ordered from Dreams Havant, the saga began. The delivery date changed without discussion; the mattress arrived wrapped in filthy dirty polythene; and the cherry - on unwrapping the mattress (followed by compulsory washing of hands), we noticed a great big yellow label with FLOOR MODEL stitched on the side. If you're un sure what that might mean, AI gives a great explanation to the obvious! A clear breach of the trade descriptions act, but more disappointingly, a mattress that no doubt hundreds of bodies had tried and tested, that had cost me the price of a new one.
When I went into the Havant Dreams store to try and sort the problem, a particularly rude assistant tried to fob me off by saying all mattresses have that label on the corner. Having done my research I totally disagreed. At this point he said I would have to contact customer services as the mattress would not have come from that store - I didn't disagree. The phone number he gave me turned out to be the number of the Havant store and not customer services!! Could have been a genuine error or another example of poor service.
I will update on the outcome of the customer service situation shortly, but I'm currently number 237 in the queue!!

I have just spent 1 hour 55mins reporting a mattress fault.
The buying experience and delivery were great. The service agent, when I finally got through was professional and helpful but that is simply too long to wait to get through to a customer service department. You have some really good people but you need some more in this space

After visiting the store today, you can tell the staff love their job, especially Emily who went above and beyond to find our perfect mattress. The overall hospitality was fantastic and my wife and I cannot be thankful enough.

Absolutely brilliant experience today at Burnley dreams.

Bought a mattress in-store 2 months ago. Trying to claim my 100-Night Comfort Guarantee. Customer service lines are unreachable, and two different stores have refused to help me. I want to exchange so an earth am I supposed to do that especially as there's an offer on for the Falmouth Kingsize I want instead.

Very good and excellent service and goods delivered promptly

We were made to feel welcome as soon as we arrived by Michelle. She was very efficient and knowledgeable with a pleasant personality. She tested our needs on the bed simulator and then showed us examples of its recommendations in the store. We ended up buying a bed and Michelle helped us through the whole process. In a time where good customer service is becoming the exception it was very nice to see its alive and well at Dreams.

Shocking service. Ordered bed 6 weeks ago along with assembly. All that got delivered was a mattress. No one knows where the base is. I have nothing to sleep on. Called customer service and there is only live chat with 203 people in front of me.

I am writing on here as I am very disappointed with the service I have received from Dreams. We purchased a bed on 5th July at the Maidstone Branch - all went smoothly and the sales lady was very nice. After we paid fully for our bed we were asked to choose a delivery date which we did of 3rd August. On the day before, I hadn’t heard anything so I rang through to their Customer Service number. This took me an hour and a half to get through! When I finally spoke to someone, they said that our delivery date had been changed to 11th August. I was annoyed as we had not been informed of the change. They did offer a £150 discount as way of an apology.
11th August arrived (today ) and I had not received any notification again. I rang Customer Sevices again (over an hour wait ) and also went into the online chat to see which would be the quickest option. After an hour and 25 minutes- I finally had a reply from the online chat and they told me that the bed was now down to be delivered on 2nd September!!! This again meant that I had had no notification of this change. They offered me another £200 as compensation. I really hope that we do get our bed delivered on the 2nd - I have lost total confidence in them now

So disappointed after amazing experience with Reece when I ordered a £2500 purchase. Been counting down for delivery this Friday to be told not in stock and don’t know when it will be. So I’ve sold my old base and come Friday no bed. I purchased this bed due to health issues. To top it off I’ve been offered 2 silent night pillows free. I asked if someone could call me as yesterday I was 177 in Que and I’ve just been told they can’t call out. The only time you can speak with someone is when placing new order. I’ve just sent email to Jonathan Hirst CEO so I’m hoping he will make it right and get someone to call me.

Great help from Rachel @durham to choose my mattress today. Really listened to my sleep preferences and mattress experiences! Sleep position diagnosis gadget was amazing!! Very happy with the mattress choice I've made!

More like a protracted nightmare. i bought 3 double beds with underbed-storage, and a wardrobe. i was also gifted a set of pillows. and so the farce began. i could not get a definite date for delivery but eventually that was sorted, after a number of follow up calls. then it turned out that the wardrobe came from a different supplier and could not be coordinated with the beds - it arrived 2 weeks later. again, it required a number of follow up calls. we paid extra for installation across the board. the beds were installed. the wardrobe was left at the front door. the delivery people, from a different supplier, assured me that installation was not included and refused to do it. then the lift mechanism on one of the double bed's under-bed storage failed - a nut had been forced onto the bolt and stripped the thread. the nut came loose and couldn't be tightened. i asked for a replacement and was promised one. nothing for 2 weeks. i called again. no parts available. then 2 parts were sent, 2 weeks later, 3 days apart. every time i need something from dreams, it requires at least 2 calls. i am currently on hold for 40 minutes, to arrange, for the third time, for the replacement parts to be fitted. i wish i had never placed an order with dreams. they are completely rubbish with their customer service, and the whole experience has been one of continued frustration. unless you have the patience of a saint, avoid at all costs. i cannot believe that so much can go so wrong - what a shambles. oh, and the free pillows were delievred early so went missing - they were finally delievred 6 weeks after we moved in, after 3 follow up calls. why bother?!

On a very busy Sunday afternoon, all staff were making themselves available, helpful with mattress selection and offered the mattress analysis as a solution. Very knowledgeable staff. Walked away with divan base, mattress and headboard- exactly want I was shopping for and within my budget! Thanks to James @ Cribbs. Looking forward to my new bed.

Debbie at the leicester branch was great! Friendly, informative, and got us what we wanted quickly!

We were served by Musa at the High Wycombe Dreams store and he was excellent. He was particularly patient as we were shopping for a new bed for our 94 year old mother. He showed us a variety of suitable mattresses and beds with headboards. He wasn't pushy at all but friendly, courteous and professional.