Dreams Reviews 

First of all, it's unacceptable that a company of this size doesn't have proper customer service. You can't reach anyone when you call, and if the chat is active on the website, there are about 500 people in the queue (and that's only if the chat is active, as it's often closed).

I'm still waiting for a refund or hoping to reach someone in customer service for the cancellation of the bed I purchased on 22/06/2026. It's been two full months.

A complete disappointment; if you value your money and time, stay away from this company.

Mattress didn't fit the base , cancelled delivery of replacement on the time / date that was arranged but only told me at 1600 on the day after waiting in all day , offices shut at 1600 so couldnt contact , very shoddy service , take full payment of over £1000 but disregard any customer service , will not be shopping there again

Andrea was extremely helpful with showing us all the different sofa beds we were interested in. She went through all the different mechanisms and went through all the costs. Always have great service in Dreams and she was excellent.

Bought our mattress in the Carlisle store with Wayne serving us. Wayne was so knowledgable and provided incredible customer service. He gave us a great range of mattresses to try and not once did we feel rushed. Wayne meticulously went through all the paper work with us and we were so glad to have acquired our mattress through Wayne and dreams!

Wonderful mattress for our bedroom, which made us buy one more for our daughter's room.

Thank you, Dreams - Walton-On-Thames!

First of all the five stars are not for the company but are for Keith the manger and his staff Aisha at St George’s Retail Park in Leicester. I would quite easily have gave a 1 star review for the company but for these two employees. They have been exceptional in dealing with my issue on delivery of exchanging my mattress. To the higher level managers of this company these employees through their excellent customer service are preventing your company from getting down rated reviews and should be rewarded for their efforts. Thank You Kieth and Aisha.

Has a company overall you need to urgently review your customer services performance and ask the question why at 10:00 in the morning when your lines open you are instantly told no agents are available and you will be directed to a call back service. Holding the line for 45 minutes and then being cut off because the system has reached its maximum. Being told you are number 245 in the queue on your chat line is unacceptable. I give you 1*.
To potential customers I say this. You will find the staff in the stores very helpful, Polite and professional and the products they sell are quality. The trouble you will have at present is dealing with customers services if something goes wrong unless you are lucky to have the fortune to deal with the same exceptional store staff I have. Good Luck.

Jane was excellent and very helpful with our search. Looked into all potential delivery options as well. Would highly recommend anyone looking for a bed meets with Jane.

Absolute dream of a store in Llandudno- Aled and his team are so personable and an absolute breath of fresh air. I will definitely be back to buy when I have moved house. Not pushy, allowed me to browse and just overall lovely- highly recommend

Lovely guys helping me out today, came in last week and the chap I spoke to probably didnt believe me when I said I'd be back. Id already chosen my daughters mattress but had her bed from elsewhere. Service was so brilliant I chose to get a new one for myself as well. My daughter had a lovely time being fussed by the staff, who provided an excellent, and efficient service

Timi is done very good customer service.very helpful and freindly

Dan was extremely helpful and a new mattress was purchased.

Gemma and Geoff were incredible. Gemma has the patience of a saint helping my dad. Very knowledgeable on products, super helpful, left with exactly what we were looking for. Would recommend. Thank you

Extremely disappointed with Dreams. I ordered a mattress as part of a bundle that included Tempur bedding. The Tempur bedding was an important part of the deal and one of the reasons I decided to purchase the mattress in the first place.

After receiving the mattress, I was then told that the Tempur bedding was no longer available because it was out of stock. Instead of providing an equivalent replacement or a refund sufficient to buy the bedding elsewhere, Dreams offered me only £200, which does not cover the cost.

I reluctantly accepted this offer, but since then they have not even responded to my emails.

I feel I was sold a deal that Dreams ultimately failed to honour. Had I known from the beginning that the advertised Tempur bedding would not be provided, I may not have purchased the mattress at all. Very disappointing customer service and an extremely frustrating experience.

Don’t buy a dreams bed service plan complete waste of money. Being made to pay additional as my mattress is no longer available. Mattress only lasted 5 years not great considering it cost £1000. Avoid

Shocking lack of customer service if you buy online.
All the staff I've dealt with in stores have been lovely. However, I ended up buying on line and my mattress was delivered on Saturday (it's now Thursday). If you want to speak to someone on the phone or on line with the chat, forget it!
The delivery guys damaged my oak staircase and I needed to speak to customer service.
90Mins wait+ for telephone help and then you get cut off.
On line I have logged on first thing in the morning and I'm number 345 in the queue.
There's literally no chance of getting to talk to someone about issues unless you are sat in front of your computer which will literally take an entire day.

This is still on going. No help, still damaged staircase.

So far, I would suggest avoiding Dreams totally and going somewhere else that actually Gove a damn about their customers!

Ordered bed base and mattress on 15 June, selected delivery for 29 July. A day before delivery, Dreams cancelled and came back with a new delivery date of today, 20 August. Yesterday afternoon Dreams cancelled again and offered a new delivery date of 8 September. Nearly 3 months since original order placed and money paid and no guarantee based on their previous track record and it seems other customer experiences, that the new date will be honoured. Tried to call to cancel the order but call goes into a queue and call-back system; I suspect based on Trust Pilot and social media reviews they are over-whelmed with complaints. Plenty of other bed companies out there so suggest you don’t use Dreams and buy elsewhere! Wish I had checked their reviews first. Dreams - based on your poor service, I would like to cancel my order and get a refund!!

Bought a mattress from dreams 14months ago and it developed a divot right down the middle. Contacted Dreams and they advised because it was 12+ months I would need an independent inspection report. I submitted that report which confirmed a MANUFACTURING FAULT. It’s now 20th August and despite numerous chases the issue is still not resolved. Meanwhile we’re sleeping on faulty mattress.

It took days to speak to customer services to pay the balance. We were then informed we wouldn't receive our mattress on the date agreed. Also repeated calls stating we hadn't paid the balance. It seems the 'NEW' system is so rubbish that it doesn't update until the following day, resulting an huge customer impact as evidenced by being position 172 on chat to customer services. This has got to be worst customer experience ever. You can Dream about talking to customer services! We eventually received our mattress after a delay of 5 days. I must say the store is powerless to help. It's head office mismanagement and basic incompetence in IT.

I ordered a mattress for a tenant and they didn't deliver on the chosen day.
I tried calling but the recorded message says the wait time is over 90min so I must chat with someone.
I try the chat system, it doesn't work.
I try to track my order on the website, it can't be tracked at the moment.
I tried calling the sales department for help and they just hung up on me.

Not the best experience

Visited the store in Shirley Solihull all the team especially Rosie was so accommodating, latte was fab and a thank you to Baz for your help.

Thank you guys would highly recommend