Dreams Reviews 

**Appalling Customer Service & Unacceptable Delays – Avoid!**

I am deeply disappointed with Dreams. I placed an order expecting a reasonable delivery time, only to be informed that *none* of the furniture would be available for at least three months. It is completely unacceptable to sell products without transparent lead times.

To make matters worse, getting my refund has been an absolute nightmare. Their customer service team is impossible to reach. I have spent two weeks trying to get through on the phone lines, and my messages on their live chat have been completely ignored. There is a total lack of communication, accountability, and basic respect for customers' time and money.

Holding onto a customer’s funds for weeks after failing to fulfill an order is unacceptable. I am now forced to escalate this through my bank to get my money back. I will certainly not be buying from Dreams again, and I strongly advise others to look elsewhere.

Julie in Dreams Llandudno was fantastic, polite, very knowledgeable and professional. She made us feel at ease when trying to make our decision.

We went to look at beds at the Catford store, the staff were very helpful and we ended up buying a mattress and bed. We had to wait a few weeks for delivery (which they told us from the beginning) but when it did arrive we were very happy with it.

I ordered a mattress from Dreams with a delivery date of24th August. The driver kindly called before bringing it up and I saw the mattress had my name on but was a completely different, cheaper brand to the one I ordered. The driver was helpful and took it back, explaining the wrong item had been supplied from the warehouse.’ ‘What is not acceptable is that Dreams have not contacted me at all to explain what happened or when I will receive the mattress I actually ordered.’ ‘It is now Wednesday, and nobody has bothered to contact me.’ ‘I have been calling non-stop, leaving my details and asking them to call me back, but there appears to be no straightforward way to speak to a customer service agent.’ ‘I find this incredibly frustrating. I paid for a mattress, it was not delivered as ordered, and Dreams have failed to resolve the situation.’ ‘I am disputing the payment with my credit card company.’ ‘Honestly, this has been the worst purchase experience I have ever had. I would not recommend Dreams.

I ordered my bed 25.5.26. It did say up to to 9 weeks delivery. I did get a delivery date on 27.7.26. I was waiting for my 2 hour delivery slot info but instead I got a delayed delivery note.
New delivery is now 28.8.26 since then I have not received any information so I am not sure if it is arriving on Friday. I have tried ringing, they only offer call back by 6pm. That did not happen!!
So frustrated and angry at the miss or lack information.

Dreams were due to collect my incomplete order today. They haven’t. This is a continuation of my previous review. I had what I thought was an honest conversation with a member of the management team. He confirmed my collection was scheduled and refund flagged. I received e- mails and texts this morning to confirm the time. Time passed no collection. Rang the stated driver who said order was cancelled and he doesn’t cover my area anyway. Back to square one.

When we went to buy our new mattress the sales woman talked to us about sleeping habits, preferences etc. before putting us on the sleep machine. We got the mattress that was perfect for my partner who has trouble sleeping. It was a little hard for me but the addition of a good mattress topper solved that problem and now we both sleep like babies

Feels like I’m being scammed?!

If they fail to deliver your item on the selected date (apparently missing box for the bed frame) , don’t expect anyone to help you. It’s been a week, and it’s impossible to reach customer service by email or phone. No one has an answer, and no one gets back to me. The delivery hasn’t been rescheduled ever since.

I visited a local store, but they couldn’t help because I placed the order in a different store. Extremely frustrating and completely unprofessional customer service.

I’ve been without a bed ever since, having to sleep on the floor on my new mattress, while waiting for my refund. I have no idea when—or even if—I’ll get my money back.

I will never buy anything from Dreams again. The worst experience and incredibly stressful.. Totally unacceptable to be ignored.

Shocking Customer Service- do not buy from!

We ordered a bed and mattress on the 1st August 2026 and was told delivery would be the 27th August. We told the lady in the store in Colchester that we needed the bed for the first week of September for an elderly relative so we were happy with that date. Yesterday, two days before delivery we receive an email saying sorry but your beds not coming until the 24th September!!!! That date is not guaranteed either. This is totally unacceptable. Of course I’ve tried to ring the store we ordered the bed from, they’re not answering the phone, the live chat is not working and customer services asked me to leave my number and they’d call me back by 6pm. Obviously that did not happen. What am I supposed to do with my relative who is in their 80’s for a month? I am
disgusted with the customer service from this company and will not be buying from them again. This is clearly not an isolated incident looking from the many other reviews on here.

I ordered a bed and mattress which was to be delivered on the 13th. I received a ring less voicemail the day before saying the the bed frame had been rescheduled to the 25th. I tried for several days to get into contact with customer service for some clarification on what happened to the mattress but i couldn't get through to any one.
The 25th has now been and gone and the bed frame has not turned up and customer service only did a call back service which i got no where with.

I wouldn't recommend using this company, You'll spend loads be ignored and get nothing.

I placed an order on the 8th of June 2026, for it to be delivered on the 26th June. Our driver called and said our mattress was damaged by staff loading the lorry. He said he didn’t feel comfortable handing over damaged goods (this part of the service I appreciated greatly). I new date after me chasing them for over a week was was then the 28th July a whole month later… I then waited all day then with no communication from the company, I then was waiting for a call back and online chat for over 5hours!! For someone to finally talk to me, to be told (what I already summarised) that my order was not being delivered and a new date of then 27th August was arranged ( we are now at TWO MONTHS)… today we received another email (25th August) that yet again our mattress will not be delivered again and that the new date is the 24th September is possibly when it will be delivered. This is really poor service and I have throughly lost faith in a company I have brought things from on the past, I will not be using them again on the future as I cannot trust their service. I am cancelling my order. From date of order to this potential new date will be 4months of waiting for a mattress!

What great customer service....Martin, Michelle, Dawn and Josh all went above and beyond! If I could give you more stars I would!

Visited the dreams store in perry barr. We had Slim look after us and he was so helpful. The service he gave us was brilliant, he explained all the extra bits great too and we left buying a great mattress.

Caroline and sue at the Gravesend store were brilliant, they were so helpful and stayed extra to help us finalise the transaction. The definition of going above and beyond and for that we’re very grateful! It meant we were able to order the mattress we wanted and hopefully can start sleeping a bit better. Thank you again!!

We ordered our £3000 Feather and Black mattress a month ago. We were promised a Saturday delivery as it’s hard for us to get weekdays off work. We were sent email confirmation of the delivery as promised a couple of days before the delivery, confirming the Saturday eta. Saturday came and went with no contact. We tried calling F&B’s customer services who closed their phone lines before the 5pm scheduled closing time. We called Dreams on the Sunday and spoke with the manager, who apologised and said that they apparently couldn’t contact us, and the delivery was set for the next Wednesday (tomorrow). He promised us morning delivery which we accepted. We received a message today advising our delivery time slot between 12-2 (not the morning). We called Dreams, they didn’t have a manager working. We said we’d try again tomorrow. 10mins later we receive a call from Dreams customer services advising us that our order was experiencing production delays and the soonest they could deliver is a month away.

Dreams seem more than happy to take your money, but have absolutely no follow-through when it comes to after sales and no way of actually delivering their promises. F&B have wonderful made-to-order mattresses on display, but don’t actually make anything in the month lead time they give you, and make it impossible for you to contact them.

We’ve had enough of being let down at the last minute and we cancelled the order. I refuse to wait another month for a promise, with the high expectation that it will not be honoured. I have been literally dreaming about a good night sleep for a month, and I’m now back to square one trying to find a repeatable supplier who can actually deliver on their promises.

This is without a doubt the worst customer service I have ever experienced in my life from Dreams. I even feel aggrieved at having to provide a minimum of 1 star, which is far more than they deserve. The way we have been treated after laying down the best part of £1,300 is disgusting, and it feels as if Dreams are holding us in complete contempt as paying customers. At the time of writing, we are still waiting to speak to an actual human being who works at Dreams to provide us with any update at all.

Me and my partner ordered a super king bed and mattress online on July 8th. After 2 weeks, we had received 0 correspondence or updates from Dreams, leading us having to try and approach them asking for simple delivery updates - which you would think any other normal functioning company would provide as a matter of formality. Dreams do not accept phone calls, so customers are forced to use their live chat option, where you will receive a response to your enquiry at seemingly any random point in the following hours/days/weeks. After several enquiries, we were finally told our bed would be delivered on August 22nd. As we were expecting this, we had dismantled our current bed on Aug 21st, happy to sleep on the mattress for 1 night. However, after dismantling the bed, we then received an email saying the bed could not be delivered, with 24 hours notice.

On the morning of the Aug 22nd, we then received a call from the Dreams delivery driver telling us the bed could be delivered but not the mattress?? We settled for the bed to be delivered, and we were told to contact customer service. It has now been 4 days of sleeping on our old mattress on the floor, with the bed in flat packs scattered around our 2 bedroom flat. We are completely in the dark about where our mattress is.

I can only take as I find, and I have found Dreams to be utterly and completely beyond incompetent. I would discourage anyone from purchasing from this company, as it would appear they hold their customers in total disregard.

Avoid this company - please read all reviews and social media comments regarding delivery before even considering a purchase or giving a review before delivery. Out of pocket £1000 since June, still no bed after 3 scheduled then cancelled deliveries over the last 2 months with no explanation other than stock issues. Delivery cancelled again today and rescheduled for the 4th time at the end of Sept with no guarantee that it will arrive. Delivery cancelled each time with under 24/48 hours notice resulting in 3 days loss of pay for me each time - Staff in shops are fantastic and helpful at time of purchase but unable to help with delivery - they are just as uninformed as customers as to why deliveries and orders are being cancelled. Staff ask each customer to write a trust pilot review at time of purchase to bump up ratings as there are so many recent 1 star reviews for customers months later as beds just dont get delivered. I have contacted customer services and sent DM's no response. I will be taking this further. Please do not order from Dreams

Eve was very helpful and very friendly to us. Thank you very much for good service.

What didn't go wrong? The website doesn't work and hasn't since it was 'upgraded' a month ago according to staff. The delivery date was changed at 17:15 the date before the scheduled delivery. The call centre is only open 10:00 - 16:00, but don't bother, no one answers, you're pushed to a call back service and no one calls back. They'll be the next to go into administration, through their own incompetence.