Dreams Reviews 

We ordered our bed online after browsing in store to use the mattress matching service and decide on a bed frame. I couldn’t fault the staff in store, they were very knowledgeable and welcoming and very generous with their time. They are the only reason this is not a 1 star review. Our experience since ordering online has been terrible. We were told we would be informed of a delivery date within 7-10 days from order. It took over 5 weeks to be told this information, and we were only told after I spent hours waiting in the queue for the live chat online. Dreams have disconnected their helpline due to high volume of calls so they say, so it is impossible to speak to anyone and you are forced to wait in a live chat queue with up to 300 people in front of you at any given time. Then, the day before scheduled delivery, we received an email giving us a time slot. We had disassembled our existing bed and were sleeping on a mattress on the floor in preparation for the new bed. Hours after receiving the time slot, however, we received another email informing us that there was a delay and that we would not be receiving our bed the following day after all due to an issue with suppliers being unable to deliver to their delivery centre, which begs the question of why we were even issued with a delivery date or time slot at all. We have had nothing but issues since placing our order and I would firmly recommend that anyone avoid Dreams at all cost.

Bought a bed frame and mattress back in June in their Tottenham Court Road shop, scheduled it for delivery for Aug 22 upon purchase. On Tuesday they messaged to confirm they will deliver as scheduled, and again today at 1pm I received the 2hr time slot for delivery tomorrow. Then suddenly at 6pm, I received a text & email saying “We're very sorry to inform you that your order has been delayed at short notice, and we won't be able to deliver tomorrow. This delay is due to an unexpected issue with our supplier being able to deliver in to our Delivery Centre.”
Same excuse as what others have received, and there are no customer service available past 4pm, nor have they given me a new time slot. I called the shop, and the girl who answered could not find my order because they “had a system upgrade after June”, and promised to email me to help - which did not happen. I would like a refund and just buy a bed from somewhere else. I paid extra for weekend delivery since I cannot take unpaid days, I’m moving in next week and will be with no bed.

£2,000 Mattress – Extremely Disappointing Experience with Dreams

I am extremely disappointed with my experience with Dreams.
We purchased a mattress costing around £2,000, expecting a premium-quality product and, more importantly, a company that would stand behind its products if something went wrong.
Unfortunately, after experiencing an issue with the mattress, our claim has now been declined on the basis of “misuse”. The explanation given is that the pillow top has moved and gathered at the bottom edge because the mattress was allegedly incorrectly handled and stored when it was moved downstairs.
What is particularly frustrating is that we have been left feeling as though the responsibility has simply been placed on us, rather than the issue being properly resolved. When you spend £2,000 on a mattress, you expect it to be fit for purpose and to have confidence that genuine problems will be dealt with fairly.
This experience has now made us seriously question whether we want to keep dealing with Dreams at all.
In fact, we have just had a nearly £3,000 bed delivered from Dreams, but after what has happened with the mattress, I am now genuinely considering whether I even want to keep it. My concern is simple: if we have any kind of issue with the new bed, are we going to be left fighting to prove that we haven’t “misused” it?
Spending almost £5,000 with a company should give you confidence in the products and after-sales service. Instead, this experience has left us feeling extremely disappointed, frustrated and very concerned about what might happen if anything goes wrong with our new bed.
For a company selling premium-priced beds and mattresses, I expected a much better level of customer service and support.
Think very carefully before spending this kind of money with Dreams.

I don't usually write bad reviews but this has wound me up...
Can't fault the staff when we bought our mattress in store on 27th Jul, great experience however that is where it ended. We chose a delivery date in store and were told we would receive a text and email the evening before to confirm delivery slot. This didn't happen. We double checked all our details and they were correct. We tried to contact anyone from Dreams but that seems to be near impossible. Only a call back system to not receive a call back and the live chat was turned off. You cannot get through to talk to anyone. Customer service closed on Saturdays and Sundays. Absolutely appalling. In store staff can't help either and just tell you to speak to customer service. So we have spent good money, waited nearly 4 weeks to not receive our goods or any communication. Who knows if we will receive our mattress! Upon seeing other bad reviews, this seems to be common with others having multiple delivery attempts and pushbacks still resulting in no goods. What is going on Dreams?! I was lead to believe you are a reputable company but it turns out you are just taking everyones money and not delivering orders. That is theft. Why is your customer service non-existent? They need reporting.

We recently purchased mattresses from Dreams for ourselves and our daughters and are extremely pleased with the mattresses, which are comfortable and excellent quality; however, we were very disappointed with the complimentary pillows and duvet cover, particularly the pillows, which were extremely uncomfortable and caused neck pain for several members of our family, leaving us with no choice but to recycle them and purchase new ones, so while we are very happy with the mattresses, we feel the quality of the free items was disappointing and would rather Dreams offered customers the choice than provide complimentary products that do not meet the expected standard.

I placed an order for a bed on 25th July and was given a delivery date of 21st August. Dreams required the remaining balance to be paid by 14th August, which should have been straightforward, except it was practically impossible to get hold of anyone.
When I tried calling customer services, I was met with a recorded message advising that no one was available and to go online. Going online was no help at all, as I was simply directed back to the same phone number that had sent me online in the first place. After multiple attempts, I eventually received a call from Dreams advising that I needed to make my payment. I paid the balance immediately and was reassured that my bed would still be delivered on 21st August.
Then, on 20th August, just one day before the scheduled delivery, I received an email informing me that my delivery had been delayed until 8th September. To make matters worse, I then received another call from Dreams claiming that my balance had not been paid, despite the payment already having been made.
Since then, I have made numerous attempts to contact customer services to resolve the situation, but it remains virtually impossible to speak to anyone. There appears to be no accessible email address, online chat, or contact form, leaving customers with no effective way to resolve issues.
The entire experience has been frustrating, disorganised, and incredibly disappointing. If you're looking for a bed within the next couple of months, I would strongly advise considering other retailers. Based on my experience, Dreams appears happy to take your money but struggles to provide accurate information, reliable delivery dates, or basic customer support.

Ordered a bed on the 3rd March 26.
We were told the bed would take anything from 9-12 weeks to be delivered.
12-13 weeks got the message to go in store and arrange delivery.
Store delivery would take another 4 weeks.
The day before delivery we were informed by text that the bed wasn't ready for delivery and to ring customer services.
Rang CS and apologetic. Arranged another date (another 4 weeks) and othered cash back.
4 weeks later the day before delivery another text cancelling the delivery and a message to ring customer services again.
CS apologetic. Offered more money back and another 9 weeks delay or the oppotunity to cancel it completely.
Asked if we could just get another matress in the meantime as our matress wouldn't last another 9 weeks plus the added delivery time!

Said they'd get back to me, this was 2 weeks ago. Still NO contact.

Rang today and several hours waiting and no call back...

Its a really really poorly organised business. The customer service team are lovely folk, but they're just papering over the cracks...oh and somewhat forgetful as I still have no idea where my bed is or if it will ever arrive.

This is after a £1700 deposit.

From March to December (if it goes ro plan) is way too long to wait for a bed, I could have built a house with in that time. Very poor and won't be going back.

Dreams Hereford are an amazing team of staff! Super helpful and will go above and beyond for you. We were recommended a mattress in a different store which turned out to really hurt me, the Hereford team swept me off my feet and all grouped together to find me the perfect one and have it changed in 30 minutes, ordered to be delivered and swapped within a few weeks. The store is tidy and well laid out and the staff are all clearly very knowledgeable. Thankyou so much for your help Hereford team!

We're very sorry to inform you that your order has been delayed at short notice, and we won't be able to deliver tomorrow. This delay is due to an unexpected issue with our supplier being able to deliver in to our Delivery Centre. We apologise for any automated timeslot messaging you may have received prior to this email.

We sincerely apologise for the extremely short notice. We understand how disruptive this can be and regret that we weren't able to give you more time to plan.

We're actively working to resolve this as quickly as possible and will update you again within 48 hours.

We understand this news is frustrating and we are sorry we've not been able to get it right first time. Please bear with us. If you'd like to get in touch, please.
Just received this message. Should have the bed I ordered over month ago Friday evening received this message from dreams

I visited the store and was met by a professional, polite and extremely knowledgeable staff member.... Jacob! I honestly thought he must have studied so hard to remember all the information he gave me. He was very attentive, didn't try to pressure me or upsell. He listened to me and my needs and gave me the best options available. Unfortunately due to new operating systems we had issues. He absolutely tried his best to correct this and tried contacting several super users and different departments to rectify. No one could help. Jacob has only been there a few months and I can't believe his patience and determination to get the issue rectified. He was calm and collected and knew he was trying everything in his power to sort the issue. I was in store for around 3 hours... he did not stop trying every avenue. I honestly have not experienced someone so dedicated in this kind of customer role and really think he should be mentioned and rewarded. He could not apologise enough. Of course was an extremely frustrating situation and to add to that I had a 5 year old with me who again he was lovely to. Just huge thanks as sometimes these things happen but it's the way it's dealt with is what matters.thanks Jacob! Weston super mare store

Fantastic service from Katrina. Can’t fault her service and passion.

Martin was very pleasant and answered all the questions we had.

He greeted us offered us water and a pillow.

Great communication went through everything and all available options. Didn't feel pressured we were able to take our time and they left us to have a look and talk about it before buying.
We went ahead and brought our items. Shout out to Gemma for all your help.

Ryan at Peterborough Dreams was very helpful and friendly

St Helens
Gary was amazing in helping me today with my visit. He made me feel at ease in what I was looking for and he was very friendly. He never rushed showing me all the products that was recommended from the sleepmatch. Great customer service

Superb service from Dreams - pleasant sales lady

Eve at Dreams Staples corner was amazing. Great customer service. Really happy with my purchase at dreams.

We visited the store with the intention of buying a new mattress, but had no real idea of what we wanted. Diane took us through the sleep match process, where the machine found the best match mattress for us. After this we were showed a range of mattress around the store. We left very happy with a new mattress to be delivered to our door!

When I had an issue with the arrangements for the delivery of a bed I spoke to the branch and was treated with respect and Caroline and her manager Lee managed to resolve it completely to my satisfaction. I would definitely recommend the Gravesend branch of dreams for excellent customer service.

I am so incredibly disappointed in the customer service. We ordered a Bed and base and we booked delivery for today 21 Aug 2026. The email confirmation said that we would expect an email the day before with a time slot. We did not get a time slot email or text. We tried calling the customer service line in the morning when it opened at 10am and were told they were experiencing high volumes and put us on a call back list. I tried using the chat function and it stated that it was unavailable. We then contacted an email address to ask if delivery would happen today. I got a response back from a Sebastian T using unprofessional language such as 'You are deffo out for delivery today' and 'I will get someone to call you my good man'. Absolutely unacceptable response considering it is now almost 5pm and no one has contacted me.

My husband called the Rugby store we ordered from and the person who answered confirmed they could see the delivery date was for today but could not see further detail. They subsequently gave us the same customer service number that does not work.

I cannot believe how poor this entire process has been and we still do not have our bed.