Dreams Reviews 

We recently purchased a mattress from Dreams in Carmarthen and had a fantastic experience from start to finish.

We were helped by Lee, who was brilliant. He greeted us politely, gave us plenty of time to have a look around without any pressure, and even offered us a drink. He was extremely knowledgeable and helpful, answering all of our questions and making sure we found the right mattress for us.

We also had a go on the Sleepmatch machine, which was a great experience and really helped us understand what type of mattress would suit us best. Lee also made us aware of the different deals available with our purchase, including additional pillows, which was really helpful.

Our mattress was delivered within 2–3 weeks, and the delivery itself was quick, easy and carried out by a polite and friendly team.

Overall, we couldn’t be happier with our experience at Dreams Carmarthen. Lee provided excellent customer service without ever being pushy, and we would highly recommend the store to anyone looking for a new mattress.

Thank you, Lee and the Dreams team!

Jason was really helpful and friendly.
Was offered a drink. Explained different types of mattresses to us to help us find the mattress that was right for us.

Horrific no service no delivery no response!!!!!!

I am shocked this company is scoring high. Never have I ever experienced such a terrible customer experience
Order placed in June / goods not delivered I have been trying to contact them since July
Ignored 20 plus emails
Phone service has 2 hour wait times so never managed to get thru
Online chat 2/3 hour wait times so never managed to get a response

I’m £199 out of pocket and there seems to be no one to help and nothing I can do about it and if dreams responds on here and asks to to contact them then that in itself will be an utter joke as they have made themselves uncontactable !!!!!!!

I think they may have gone bust/ insolvent as I can’t believe a company would be this bad at responding if they were still trading it’s impossible to make contact and they haven’t delivered

Last chance now I have submitted a legal case against them via my bank as, as it stands right now I have been debited £199 and have appeared to received nothing for it and have no ability to contact this company so I have been conned.

I urge everyone not to place any orders with this company

Chloe at Ayr was excellent with service and made buying a new bed feel like a dream

Absolutely shocking customer service. Ordered a bed on 11th July, original delivery date was 3rd August, several mixed text messages later firstly saying delivery was cancelled, then it wasn't, then only the frame would be delivered only, not the mattress. Spent over 2 hours on hold to the customer service phone line, no answer, the online chat function offered me a £100 compensation but still no news on delivery of the mattress. New text message was sent on Friday saying the mattress would be delivered today but I would get a text message the day before with a time slot. No text message received. Am waiting yet again on hold to speak to customer services, over 115 in online chat function queue and yet another wasted day to find out when our mattress would be delivered. Spoke to the store who said on their system it says 28th August but they can not help any further. Shocking customer service and still no update.

Went to store at Farnborough to pay balance on an order due to be delivered in 8 days time. Told I cannot pay the balance in store as they have changed computer systems and cannot access any orders placed before this change. Told to go and pay the balance on line. They then started to show me how to do this and then realised this part of their system wasn't working so they gave me a customer service number to phone. They warned me that there would be a very long wait. Phoned the number only to be told that the waiting time would be over 90 minutes and did not give me a chance to even hold on. Also tried their on line chat and simply got told to phone customer services on the number I had already tried. To summarise:- Couldn't pay the balance in store and get any indication to confirm delivery date. Couldn't talk to them online. Couldn't speak to them on the phone. Eventually got through after phoning for the umpteenth time and waiting about 20 minutes. Things ain't wot they used to be.

Respected Maria ♥️♥️♥️
I would like to express my deepest gratitude to Maria for the truly outstanding customer service she provided. She was incredibly kind, patient, professional, and understanding throughout the entire experience.

Maria went above and beyond to help me, and her care and willingness to assist made such a positive difference. It is rare to come across someone who puts so much effort into helping customers and genuinely makes them feel valued.

Thank you so much, Maria, for your exceptional support, kindness, and dedication. You are a wonderful representative of your company, and your service deserves the highest praise. I am extremely grateful for everything you did and truly appreciate your help. Thank you from the bottom of my heart! ❤️

Trying to call Dreams customer service is a nightmare ive called several times and each time have had to que for an hour im number 2 in the que for over 25mins they claim high call volumes as the problem but surely that is subjective if your number 2 how long is each call taking. Really cant believe a word there saying in my case I need to order a new bed and mattress I chose in one of there shops only to be told I would need to order online
.....will think twice about buying from Dreams its now been 1 hour and still number 2 in the que and my call is expected to be answered in 1 minute
I hung up after 2 hours and 11 minutes
Have spoken to Angela on the Head office reception team explained my problem she has emailed the escalation team im am awaiting a call from them.
In the meantime I have emailed the CEO at dreams

Good staff were lovely , easy and help

Me and my husband went to our local dreams store in Llandudno for our bedframe and mattresses was greeted will a lovely employee who was very polite and knowledgeable couldn't do enough for us went on the mattresses chooser bed and came up with different mattresses to try because of my pain got asked if I would like a drink which I had a tea and was taken around the store we picked a ottoman bed frame with a mattress we sat down to do some paperwork to buy or mattresses and bed we were so impressed with the service we received bed came on date of delivery and old mattress taken would highly recommend Llandudno store delivery service and staff outstanding excellent all round 10/10

So angry and disappointed with Dreams. My son's new bed was due to be delivered yesterday (Saturday). 4.50pm on Friday they phoned and said they can't deliver it for another two and a half weeks. If I didn't accept that delivery date there would be a further delay so I'll need to take a day off work. I asked if they could at least give me a morning or afternoon delivery time so I wouldn't need to take a full day off and they said I'll get my delivery time slot the day before. Not helpful or understanding at all.
I'd arranged for the old bed to be taken away on Friday afternoon so my son was left with no bed. Someone knew I wasn't getting that bed as arranged yesterday before 4.50pm on Friday and chose not to communicate that. If they had contacted me earlier my child wouldn't have been left with no bed. Because of their poor customer service my 4 year old came home to find that not only did he not have the new bed he was excited about but he had no bed at all. He was so upset and we both had a terrible sleep last night.
The full weekend has been spent stressing and trying to get a second hand bed to use temporarily and a van to pick it up.
The customer service in the shop was great. Couldn't fault them at all based on that but it's obviously just the sales pitch then once they've got your money they don't care.

The lady (Linda) helped so much and made choosing a bed so easy to do

Great service, excellent delivery would definitely recommend

Really helpful and polite John took us through all the options and really took the time to find what suited us. Great service.

Good customer service, explained everything in detail but didn’t hover.

I would like to update my previous review and thank Faye and the Redditch Dreams team for their prompt response and excellent customer service.

After raising my concerns about the mattress, Dreams quickly arranged a replacement within a week. I was impressed by how efficiently the issue was handled and how committed the team were to resolving it.

Thank you again to Faye and the Redditch Dreams team for your swift support and replacement. I’m very pleased with the outcome

Weston-super-Mare branch. We were welcomed by staff and handled by Jacob who was superb throughout. Really took into account our needs and wasn't pushy in the slightest. A fantastic experience and we really feel like we have come away with the perfect bed for us at an affordable price! Many thanks Jacob.

Went in to the Telford store last week, was approached by a guy with tattoos, we said were just browsing, he understood and gave us a quick explanation of the layout, tickets and a machine they use. Said hes come see us in little while, He left us to it and with in minutes we were approached by a bald guy who latched on to us. We didnt appreciate this, he came across a bot too desperate, we told him we were being dealt with by another person. This didnt make him leave us alone. He waffled on and eventually passed us back to the one with tattoos. We left shortly after because of the bald guys lack of customer understanding.

Amazing customer service and very helpful

Keanna was an absolute help! She was so lovely and welcoming. I am looking forward to my new bed and mattress !