Dreams Reviews 

I originally bought two mattresses in-store, which came with a pack of 4 "free" pillows. It as stated that the cost of the pillows would later be deducted from the overall cost (which never happened).

During the purchasing process, the branch was having "technical difficulties", which led to me having to repeat information such as my email, home address, etc. to the sales rep. I didn't take much note of that, as things like this do happen from time to time. The delivery date of the mattress was sheduled for the 19th July 2026.

Fast forward a couples of days after ordering: I get a missed call from one of the reps at the store I purchased the mattress from. In the voicemail they were "confirming" the date of delivery, and they said the 21st August instead of the original planned date of July 19th. So that's over a month behind schedule! In the voicemail, he didn't explicitly say it was delayed. They only explicitely confirmed a delay once I rang them back.

At the time, we had no mattress to sleep on as our mattresses were removed in anticipation of soon-to-be delivery, so we were sleeping on an inflatable air mattress instead (which was very uncomfortable).

At that point, I decided I was going to cancel the order get a refund and order the mattresses elsewhere, as we needed them asap. I rang Dreams' customer service and had to schedule a call-back ( which took 2 hours before someone got back to me). Luckily I was able to succesfully cancel the order and was assured that a refund for the mattresses would be put back into my account. I was also told that we had to return the "free" pack of 4 pillows in order to get the full refund; this I had no issue with as I hadn't opened the package.

I eventually returned the pack of pillows to the store, where a staff member confirmed my order details while I handed back the pillows (we have photo evidence). A week later, I get a refund into my account containing the total cost of the mattresses, but with the £40 pillows deducted from that amount. So right now I am trying to get my £40 back.

As of now, I have tried to get in touch with customer support, but every time I call I am told that they are very busy, and so I must refer to the website to chat with a virtual agent. I did that, however it put's me in a virtual queue saying that I am the 180th person, and it eventually freezes once I reach a certain position lower down in the queue.

As of now my situation has not been fully resolved. Since then I have instead purchesed the two mattresses from a mattress brand called "Emma", where I had zero issues, along with a speedy delivery.

As a result of this whole ordeal, Dreams gets 1 star from me!

Agnes at Dreams Beckton was amazing. Her exemplar product knowledge and kind, compassionate, professional nature made my experience at Dreams great. I walked in and out with my mattress after having my sleep position analysed, carefully taken through the different mattresses to suit us, offering of drinks, careful consideration of our budget. It was because of Agnes that I decided to purchase and highly recommend Dreams.

Jordan is the goat never gonna sleep bad again

Walked in just wanting a new bed and learnt a valuable lesson from the staff member Jordan now I know what bed I specifically need

Second Review: Still Waiting for Our Refund

This is our second review while we continue to wait for a formal response from Dreams.

Since our initial update on 26 July, customer service has not returned our calls or provided any meaningful update regarding our case. We feel it is important to share our experience so that other potential customers are aware of the current situation.

After our bed failed to arrive as scheduled and no one contacted us to explain the delay, we had no choice but to purchase a replacement bed from another retailer. That bed was ordered online and delivered the very next day. We therefore cancelled our order with Dreams and requested a full refund.

Since then, we have received little more than automated emails. Despite the order being cancelled, Dreams has attempted to deliver the bed six separate times. We do not want the bed and are still waiting for our refund.

After considerable effort, we managed to contact Dreams' head office. We were informed that there have been significant issues with their new ordering system. As a result, some customers are reportedly receiving beds they did not order, customers who already have their beds are receiving duplicate deliveries, and customers still waiting for orders are not receiving them at all.

Even after escalating our case to head office, we have received two additional delivery attempts. Fortunately, we were able to stop the deliveries before the drivers unloaded the bed. However, yesterday we received yet another email and SMS advising us of a further delivery scheduled for 20 August.

Let us be absolutely clear: we do not want this bed. We want our refund.

We will never order from Dreams again, and we believe potential customers should be aware of the issues we have experienced.

To add to the frustration, at 3pm today we received an email apologising for the lack of response and stating that our case was still being investigated. If that is the case, why is Dreams continuing to arrange deliveries for an order that was cancelled weeks ago?

The amount of time we have spent dealing with this situation has been unbelievable. We simply want our money returned. If our refund is not received by the end of this week, we will have no option but to consider pursuing legal action to recover the funds owed to us.

Dreams: please stop attempting to deliver a cancelled order and return our money.

We've had the same issues as others have mentioned regarding the delivery. Having very happily placed an order for a new bed and excitedly awaiting delivery on the allocated day, we soon realised that no bed was arriving as we'd had no message come through to confirm the slot and had waited in (and dismantled our old bed) for no reason! We've since been messed around completely with incorrect information, no one in the store knowing why we were having these issues and waiting in a queue of 200+ to get through to customer service.
We were then given a new delivery slot, only for that to be cancelled last minute very late the night before. We were told it was due to an "unexpected issue with the supplier being unable to deliver" but I fear that they are actually just selling items that are not in stock and not telling people that at the time.

It's such a shame as the person who helped us at the Enfield branch was lovely and we were so excited for our new bed - it's turned into such a hassle with confusing and conflicting messaging, impossible to find out what is really going on and no idea if/when our bed will arrive. Sort it out Dreams - stop messing people around and taking their money then providing a shocking expereince and no bed delivery!

Rosie and Barry are great in Shirley Solihull

Went into Dreams at Fosse park. Excellent experience with Steve the salesman pointing us in the right direction when choosing

Absolutely brilliant service at Dreams Solihull. The whole experience was great from start to finish, but a special mention has to go to Baz, who was incredibly helpful, friendly and knowledgeable. He made the whole process easy and enjoyable without any pressure. Excellent customer service — highly recommended!

We have been having issues with delivery and not getting through to customer services. We went into store to try and get help. Kirsty and her colleague were extremely helpful and were willing to sit with us for a long time to solve our delivery issue. Kirsty managed to sort the issue in the end with the limited resources she had in store and re-book our delivery for another day (which customer services were unable to do as no one can get through to them). Very pleased with the girls working in the store today. This was in the Bromley branch.

Excellent service. Jay was incredibly helpful and polite.

I had a very enjoyable experience with Doug from Farnborough very friendly and helpful made the entire experience enjoyable

Booked with dreams as delivery timing was critical to a holiday cottage 200 miles away which meant time off work and travel. Delivery was confirmed until 24 hours before when I was told there was an issue with the manufacturer and they would be in touch ASAP. So left in limbo. No further contact until delivery company suddenly confirmed they would be delivering as scheduled. Therefore rushed the 5 hours drive to take delivery. Then receive a phone call at the scheduled delivery time that actually the mattress wasn't on the van. 'Not my problem mate, contact customer service'. Telephone calls to customer service are not answer and referred to webchat, where I started at 215th in the queue, and after 2 hours I am 158th in the queue. Absolute shambles and still completely unsure if a delivery can be made or if the mattress even exists.

Kathleen has been amazing, from the second we walked into the store to the end of the sale. Her knowledge and presentation of all the products down to duvet advice is incredible.
No hesitation in buying from here, unlike bensons, you should do the training for them. They lost out in a sale due to their abrupt approach

Really friendly staff (Danny and Shanie) and made the purchase really smooth and efficient.

Having to submit yet another review. Originally placed an order for £3,500.00 for four mattresses from Dreams Cheltenham, agreed delivery date was 5 August but this was moved to 13 August with no prior notification. Dreams agreed to refund minus £155 for mattress protectors that the store said was a free incentive (the store also added insurance without my knowledge - I’m certain there are laws against this) but said I have to make a 2 hour round trip for a refund if I want the £155 back. After speaking with customer services, they agreed to refund the £155.00, now 14 days later…. Still no refund. Spent four hours on web chat trying to resolve this issue to be told it’s another 14 days. So I have to wait 28 days for a refund?

Well im back on trust pilot talking about Dreams again
Original problem was a Mattress that had failed and damaged the bedframe purchased from a different store Dreams agreed to Replace the Mattress and allow £499 in store credit for a new bed. We looked there stock of kingsize beds Was Limited so back to the phone again I Spoke to Peter Lally who agreed to pay me the agreed £500 so I could find a suitable bed somewhere else he explained it would take 3 - 5 working days today is day seven...so back to the phone again Peter Lally is on Holiday ive been queuing for another hour ....save yourselves alot of aggregation go somewhere else.

Having spoken to someone from the banking industry they confirmed that it takes upto 10 days main reason for that is companies choose to make several payments to several different people at the same time so often have particular days when payments are made also using the Bax system often the same system is used for salary payments. There are faster systems to use but for reasons beyond understanding they choose to make customers wait for refund.

Mattress was meant to arrive Saturday. Was called Friday to confirm. Saturday comes and no mattress. Driver calls to say is out of stock and won’t be coming as expected and agreed.
No one has contacted me to rearrange, been unable to get through on phone and live chat was a joke with 400 other people in the queue. Awful experience, avoid!

Perfect delivery and installation of a bed and mattress in Ashton in makerfield.
The two delivery persons Wayne and Lennon delivered and installed the bed and mattress hassle free.
Wayne and Lennon were extremely polite helpful and professional.
Thank you.

Dreams in Salisbury were very helpful indeed, we received excellent after service customer care. We have come to rely on Dreams to provide us with very comfortable, reasonably priced and good quality beds. Thank you Dreams of Salisbury for helping us today. We are very grateful and don’t hesitate to recommend your store.