Dreams Reviews 

The sales assistant in Potters Bar Dreams, Jameil, was super helpful when dealing with my query. I had a mattress from Dreams at least 5 years ago which has been too hot (very expensive, natural fibres) and he was great at listening to my problem and was able to go back into his system to find my original purchase. I put up with the heat for over a year, then moved into another bedroom! Having decided to purchase a new mattress (so I could sleep back with my husband again!) he guided me through the different beds and when I visited the store (I first spoke to him over the phone) he tested me out on the Choose a Bed machine and we talked about what were the best options. He was so polite, full of energy and enthusiasm, and knew his stock range very well so he could easily guide me to the bed options. We worked on a few different beds and he was very patient explaining to me the different tensions and styles. We chose a mattress and I've since had it delivered this week. IT'S BRILLIANT! Definitely made the right choice of mattress and I'm very grateful to Jameil for his time in helping me - thank you, Jameil! Excellent service! Mandy English

Paula was amazing - helpful but not pushy at all!
Decisions made & everything sorted for me without hassles.
Thank you so much!

I’m so pleased with our Dreams beds. They never disappoint. I’m delighted with the quality and they look great in our bedrooms. The delivery and installation was quick and professional.

Stephen was great! Very helpful and thorough- dreams is great! Good prices and showcase of beds

Would highly recommend dealing with Nams in customer service if ever you have an issue that needs dealing with.

After a delayed response another agent, Nams was very efficient and knowledgeable in sorting the issue out.
I can not praise her enough.

Thank you Nams.

I dealt with both Jonathan and Dale at the Altrincham branch who were extremely helpful and efficient. There were patient throughout and so pleasant to speak to.

Very helpful.

Help us pick the right bed and we were difficult customers.great service from staff members Sarah !

I needed a mattress fairly urgently. By doing the quiz on the Dreams website I discovered the type of mattress that would work best for me, and was shown a variety of mattresses at different prices. Perfect.
I chose one and was able to pay in instalments, which was very easy and straightforward.
The company delivered my new mattress, and took away my old damaged one at the same time. Friendly delivery staff.
I'm very happy with my new mattress - it took some time to adjust as I was too used to sleeping on an old, broken, flat mattress before. But now I have adjusted, my back and hip and neck pain is gone, I wake up comfortable.

Had a bed delivered June 22nd approx. Arrived and we paid to have it built. It was a week or so when I tried to open one of the drawers, but hy ho was stuck solid.
Called customer service. Well wouldn't say it was a service I was number 2 in queue for 20 minutes and there i stayed.
Called the branch in fairness they were ok and said they would pass on information to customer care. No response.
Went into branch today the manager filled in a form online and sent it off.
Told that they are upgrading at this time and was causing delays.
Told they were a £5,000,000 business and sometimes things take a while to sort out.
I accept this, but use some of there wealth to sort out my bed, and make it fit for purpose. I want a working bed not the history of Dreams. Customer Care first please

Nickeda very helpful and very knowledgeable. Would definitely recommend.

I came here on 15th July looking for a new mattress and Emma was very helpful, allowing us to use the Sleep match machine, and showing us a number of mattresses and then bring very knowledgeable about what discounts were available to get us the best price on our new mattress. Looking forward to delivery now!

Emma was lovely! She helped us with our purchase of a new mattress. She managed to get us a really good deal and was friendly, informative and incredibly helpful.

Lovely friendly customer service .. helpful store assistant who explained the differences in mattresses and bed frames .

Served by kaylee, she waa absolutely fantastic.the service was quick and smooth.we could not have asked for more.thank you Kaylee.

Delivery was on time and very time efficient in assembling the bed. Bed is proving very comfortable.

Terrible customer service. Over an hour on phone and still know answer.angd three weeks later
And no email confirmation of then the mattress will arrive from customer service, store has tried to help but there new updated system has had some big issues
I’ve been over 3 weeks to get a date for the end of July 2026 and this is from the shop not customer service and they have told me so many untruths about it Im a totally un happy customer

I found dreams had great teamwork while finding me a mattress. I was served by Lucy, Holly and Tom in 2025 and it was such a comfortable experience.

My mattress is still lush, and I cannot wait to use their services again, everyone including the delivery servicemen were polite and friendly.

We purchased a bed and mattress from the Dreams store in Altrincham. When we were buying it, I mentioned that the bed seemed too small, but the salesperson assured us that it only looked small because the showroom was so large.

The mattress we originally wanted was not in stock, so we were offered a different one instead. We were told that if we didn’t like it, we could exchange it.

When the bed was delivered, it turned out to be far too small – even fitting two pillows side by side is difficult. The mattress they gave us is also much too firm for our liking.

Even though we purchased mattress insurance, we were later told that they normally do not accept returns or exchanges for products bought in-store. As a “gesture of goodwill,” they said they could upgrade us to a king-size bed and mattress, but only if we paid an additional £800.

All of their kindness disappeared once the sale was completed. The promise that we could return or exchange the mattress within 100 days turned out to mean nothing, and now they are asking us to pay almost twice as much.

This shopping experience was an expensive regret, and I would think very carefully before purchasing from them.

Worst customer experience ever received (not exaggerating)
I ordered a mattress, although I’d selected a single, when the page refreshed it must have change to double (my error)
I immediately (within 5 minutes) tried to call Dreams but it wasn’t in their working hours so I emailed and called the next morning first thing. I was told they can’t cancel it and I’d have to reject the package, then I could apply for a refund, found it ridiculous they would proceed to load the mattress knowing I’d reject it and waste a trip but I did that. Mattress doesn’t turn up anyway. Waited a week and called Dreams, very poor customer service agent telling me they can’t process a refund until the warehouse has confirmed it wasn’t delivered and that they’d have to email (phones must be broken) the warehouse as it was a contractor. This process repeated weekly and I’m now on week 6. Every week when I call I am promised a return call, it’s never happened. Every week I’m told I’ll get an answer by the end of the week/Monday, never happened. They still have my money and I’ve never seen a mattress, even the one in the wrong size. The customer service agent on the last call was chuckling and admitting that their system was new and that it “just takes time” and had what seemed to be no customer experience training as every answer was followed by chuckling about the situation. Week 6, they have my money, I’ve never seen a product and apparently they can’t simply call and speak to the warehouse to confirm it wasn’t delivered.
I’ll be taking this to all social media platforms soon, unfortunately that’s the only idea I have left to get Dreams to acknowledge I exist and refund my money, it’s theft at this point.
Also worth noting that as the hold time across all my calls has been over an hour, I’ve also lost 6-7hrs on hold because I keep having to chase them