Dreams Reviews 

The bed mattresses are good but the delivery experience let them down. The drivers didn’t know they were collecting old mattresses that we’d got ready for them and paid for. I suspect communication between office and delivery staff could be better! They took the mattresses, but the frustration shouldn’t be towards the customer. I won’t be using dreams again.

We went to the Cannock store the end of 2024 to purchase a new mattress. We followed the advice and guidance in store using the mattress that scans you to recommend the best mattress choice and guidance from staff. We chose an extremely expensive mattress £1600 far more than we intended or have ever spent on a mattress before. We were advised that if the mattress doesn’t suit we could exchange this. After delivery we could not get used to the mattress which caused us daily backache. We requested a change of mattress. We chose another mattress slightly cheaper at £1300. We were then advised we could only change the mattress once. We followed the advice again given by the scanner in store. Since having this mattress it is clearly too firm and not suitable. We both wake daily with back ache, stiffness and joint aches. This has become more apparent as every time we go on holiday including this month we have no issues with any pains or aches when staying in a hotel on a softer mattress. I have tried to submit a complaint to Dreams and the access to customer service is shocking! No email address to submit a complaint. The number to call states 9-5 when it is actually 10-4 when most people work. They do not answer there is an automated reply telling you the waiting time is 90 minutes and you have to receive a link for the chat. Having then followed the link you are put in a queue. I had 126 people in front of me. It took over three hours for anyone to come back to me. By which time I had missed their reply. When I messaged back it was passed 4pm so closed. Only open 10-4 Monday to Friday good luck anyone trying to sort any issues out with Dreams. The mattresses are extremely expensive, the in store scanning / machine is inaccurate and certainly not worth what we paid!

Worst company ever and I wish I never ordered with them. My mattress was bagged and waiting outside, biggest B*lls*hitters going. it was cancelled the day before but still sent me a confirmation time and naeme. 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 215 people ahead of me and they close at 4PM!!!!!. Madness I have been trying to speak to an agent since 2pm and it is now closed

Excellent service at the Llandudno store as always, such friendly and helpful staff. Recommended to others

This will be the 2nd bad review I have ever had to write but I'm tearing my hair out trying to get a response and a resolution from Dreams.

The bed frame was delivered broken (inside the packaging, so it had been sent to us broken), after a difficult time of actually having them collect the bed (being told it was being collected and then noone turning up), we have waited a month so far for a refund (with still no sign of the money being returned). I have spent hours on hold on the phone, on the online chat and email responses can take over a week.
The customer service and communication has been terrible, and it has been such a disappointing and frustrating experience.

Absolutely appalling experience with dreams.
The whole order has been a shambles from start to finish.
Ordered almost £3000 worth of bed and mattress from the store, this is where the problems started. They couldn't take a deposit on the day because of the new systems that was being put in place, but assured me that i would get a phone call to take the payment and that the order was placed.
Had a phone call with the store confirming a delivery date of august the 14th but again no payment was taken for the delivery.
About a week before delivery they emailed me saying that i had an outstanding balance that needed clearing otherwise the order would be cancelled - fine i knew this needed paying, but i was assured i would receive a call to arrange this. Never did.
Spent hours upon hours on the Phone (never ever get through to a person, it just hangs up saying nobody is available) spent more hours on the online chat, 250! in the queue, just to get put through to nobody.
Eventually got an email from customer services to arrange the payment but again, i couldn't get through to pay this.
When somebody eventually rang me, they said the payment had been confirmed and the order was on track for the delivery date (14th). I later checked my bank to see that no payment was taken and i was still getting emails saying the order would be cancelled.
I had to go through the same situation, trying to get through to customer services to pay. Eventually this was done and the person on the phone said very very clearly that the delivery date was the same and everything was ok.
Fast forward to yesterday, i received emails and texts saying that the delivery would be today and even gave me a time slot of 10-12.
Today, 12 o clock passed and i had to ring the delivery driver because AGAIN i couldn't get through to customer services.
The delivery driver informed me that the delivery was cancelled and that i should have been informed.
Absolutely pathetic that a customer has to find out from ringing the delivery driver that my bed or mattress wouldn't be delivered today at all. With no new date to go on. WHY didn't anybody tell me? WHY did i get a time slot for a delivery that was apparently cancelled?? After waiting a month, this is not acceptable.
Further to this, based on the emails and texts and confirmation from dreams that today would be the delivery day, my wife and i had already dismantled and disposed of our old bed and mattress. Only to find out from the delivery driver that there wouldn't be a new one. HOW is this acceptable?
Both my wife and i have had the day off from work for this, which is now wasted and we do not have any bed or any mattress to sleep on. This is diabolical from dreams. IVe spent all day trying to get through to anybody on customer services or the online chat and absolutely nobody has been in contact with me.
I resorted to phoning the derby store where i purchased the bed and its very very evident that this is a running theme, the staff are absolutely defeated from the numerous people with similar situations trying to sort problems that are not the sales staffs fault.
Both my wife and i have bad backs and are now left without a bed and without a mattress for what the sales staff at derby told me would probably be another month and a half! This is entirely unacceptable from dreams and i dont know how they can operate like this.
How does dreams plan on fixing this? Will they reimburse me and my wife for having time off work? will they ever get our order to us?
Probably never know because i STILL cant get through to anybody.
Do yourselves a favour and take your business elsewhere. Pathetic company.

Trying to get hold of customer services called number got link to go in chat I was 181 after four hours I am number 90 what a joke

Llandudno store Great help from Kevin. was informative and helpful walked us through everything. Amazing service

I phoned for a status of our order and Jagjit returned the call. There had been a mix up wih our order but Jagjit spent time helping us sort a new bed frame. He was very knowledgeable, polite, patient and really helpful. Plus booking the delivery etc as well. One of the best customer service inquiries ever. Thank you.

Julie & Aled @Llandudno
What an experience!
I can't thank both of you enough.
Nothing was too much trouble and there was no pressure in us finding the ideal mattress.
We started with being introduced to the Sleep Watch machine... A must try!
The staff really make this store what it is and are a real credit to Dreams.
Thank you so much and we will come again and recommend to our friends.

Honestly where do i start.

Spent 2429 pounds on them in 6 to 8 months. Biggest mistake ever !
My bed discontinued dreams aseembly employers neglintley put it together twice comprimising bed. Both times tried to offer a like for like it wasnt even close.
My matress was the most expensive only a woman and child sleep on it it now dips alot in the middle! Im yet to find a resololution to this. Ive ordered a bed for my son due to arrive and im generally not excited about this either. This will be the last custom dreams will ever recieve from me personally

Excellent service would definatly use them again

Emma at the Salisbury store was very welcoming and put me at ease. She showed me the sleepmatch test and what mattresses were best suited to me and was very knowledgable with any questions I asked - I had a positive experience in the store. It was a very hot day and the store was lovely and cool

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!!!