Dreams Reviews 

Absolutely amazing experience on the sleepmatch, and staff were so lovely and helpful at royal quays North Shields

The sleepmatch machine really helped us out, really cool experience - highly recommend!

In store the team are great and the 100 night guarantee is useful. But i am currently on hold in minute 75 after the automated phone line said is was in position 5 with a 5 in wait time initially.

So suffice to say once you have purchased your mattress or bed the customer service experience quality drops like a stone.

Absolutely rubbish company takes you 3 hours to get in touch with somebody, should of had a bed delivered on the 31st July. The driver rang saying he couldn't deliver as there was a mix up and to contact customer services , took 3 hours to get through to somebody.
Got a new delivery date which was for today the 4th of August gets yet another phone call from the driver to be told sorry can't deliver today , I said what again he said what do you mean again ,I said it happened to me on Friday aswell he remembered who I was and explained what had happened the first time they never sent the bed for delivery and this time only got half the bed .
So spent another 3 hours online and phone to get a refund
I have now got to wait 7 to 10 working days and no bed
Definitely won't be recommending this company 😡

I do not understand how you only know a day before a delivery that you do not have the item in stock? I have already waited 5 weeks for a delivery date and now I'm told I have to wait another 4 weeks. If I ever thought the lead time was 9 weeks I wouldn't have bothered with Dreams.

Our order didn't go to plan initially because of a new system installation, which unfortunately affected our delivery.
However, once Peter Casterton became involved, the whole experience changed. From our very first conversation, he treated us with genuine kindness, empathy and respect. He listened carefully, understood exactly why we were concerned, kept us updated throughout and took personal responsibility for making sure everything was put right.
Problems can happen in any organisation, but outstanding customer service is much harder to find. Peter demonstrated exactly what great customer care should look like. He never made us feel like just another customer; he made us feel heard, valued and reassured every step of the way.
The bed has now arrived, everything has been resolved, and we are genuinely grateful for the way Peter handled the situation. He is an absolute credit to Dreams and deserves recognition for the exceptional service he provided. If I could persuade him to join our charity team, I would in a heartbeat!
Thank you, Peter.

Excellent customer service. Brandon at Fareham was super helpful and gave me many options to choose from. Never pushy just informative. Great purchase. Thanks

Ordered a mattress 3 weeks ago for delivery today 4th August ( morning ) . It’s not turned up and had absolutely no correspondence regarding delivery. Dreams customer service is impossible to get through to unless you want to purchase something then calls are answered within minutes, but they can’t help with anything else . Dreams have thousands of pounds of my money therefore I will be contacting my bank to do a charge back as they don’t deserve a single penny of my money .

Had great service from Shirley in the Bracknell store and the manager Tom was very helpful too

Gary was very helpful today , he greeted us when we entered the store& put us both on the sleepmatch machine & once we had the results Gary showed us a selection of pillows & mattresses to suit our needs , was very informative & didn’t rush us & we came away with a great mattress pillows covers etc so a big thankyou to dreams Gillingham & in particular thankyou to Gary 5⭐️

Sarah was very helpful. The whole process was smooth.

Bed purchase. The staff were helpful but not overpowering. The particular member I dealt with was very knowledgeable and was a pleasure to deal with. Altogether a relaxing and totally stress fee experience. Thank you Bradford Dreams. Will highly recommend.

The king size bed and mattress that I purchased was of fantastic quality and amazing value. In store the staff were friendly and very knowledgeable. It made the whole experience of purchasing our new bed a very pleasan one. I would recommend both the company and the store we shopped at which was Leeds Crown Point for quality, value and great customer service

Dreams assistant at Leeds was really friendly and informative, never felt pressured either. Will definitely recommend to friends and family. Thank you.

I spent over £4,000 on a new bed, and while Dreams were very quick to take the money, getting any help when something goes wrong is a completely different story.

I recently called customer services and was told the estimated waiting time was 1 hour and 40 minutes. I then called the sales line instead — and the difference was unbelievable. The call was answered instantly, without even one ring.

It really says a lot about where the priority lies: very quick to take your money, but seemingly very slow to help once they have it.

I have been waiting 5+ weeks just to receive a response and begin the repair process. That is completely unacceptable for a premium product costing £4,000+.

For a company selling itself as a quality retailer, I would expect a much better level of customer service and after-sales support. A faulty product is frustrating enough without having to wait weeks just to get the repair process started.

Think very carefully about the after-sales service before spending a significant amount of money with Dreams. The buying experience may be quick, but apparently the support afterwards is anything but.

We ordered a mattress, divan and headboard back in June. Store service was great and we were happy with our choice. We were given a delivery date of 21st July, which we were happy with.

Morning of 21st July, we receive a phone call that the divan is not in stock. So we opt to hold off and receive all items together when the divan is back.

A week goes by and no one from Dreams contacts us to book another delivery - we have to chase them.

They give us a new date of 4th August.

4th August comes around, (today) and this morning, day of delivery, we are advised that this time the divan is in stock, but the mattress is not.

My husband has taken two days off work so far, for no delivery, and will now have to take a third.

This isn't good enough from Dreams. I don't know what kind of stock management system they are running that means they only find out if something is in stock on the day of delivery, but it is absolutely not good enough.

So we wait to see what Dreams are going to do to resolve this. At the very least I expect a call TODAY from customer services to apologise, explain exactly why this keeps happening, and to prioritise our delivery. I don't think that's too much to ask.

Purchased a king sized mattress from Dreams Guildford. Staff were super friendly and helpful and the whole process was smooth. Just delivered today and it was brought up to my first floor flat for me. Very happy with the service from start to finish!

From going in the shop to choose the mattress to it being delivered was top class service. The sales guy Carrick in the Slough shop was professional and friendly. Not pushy at all. It was in stock so was delivered in 3 days and we were kept up to speed with the delivery times by text messages and a phone call the morning of the delivery to say exactly what time it was coming and the delivery guys were great really professional service all Round highly recommend Dreams

Appalling. Promised delivery on Tuesday, received a generic email on Friday stating order is delayed without any reason other than a "supplier issue". No further communication from Dreams. Currently waiting on a chat queue which hasn't moved my queue position for 40 minutes. Gave up on the telephone call after listening to the same background song for an hour. Local store unable to assist and so we are completely clueless as to what is happening with our order. Never again.

Please go elsewhere for your bed !
I purchased a bed 19th July in Chester .
The sales assistants are pleasant however the delivery service is beyond disappointing.
You cannot get through to customer service .
My bed was supposed to be delivered yesterday ( took the day off work ), I still do not have a bed after receiving a text to confirm delivery 3rd August