Dreams Reviews 

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

Rosie at the Solihull store was very helpful. And the hot chocolate was great!

Ordered a superking mattress on Thursday 16th July, was intitally told coming on 30th July so 2 week wait. Email from store confirming this, no email or text day before so rung store to query, given excuse of new system so not coming and new date 5th August. We was refunded £109 (refund of old mattress removal and delivery of new). Told new delivery date of 19th July and offered 20% off mattress which I accepted. We haven't had the 20% refunded, text and email sent yesterday stating delivery 12.30pm-2.30pm and what a surprise, no delivery for the third time. Have tried calling, call centre not taking calls and meant to call me back (unsurprisingly no call back as yet at 18.00) and still none the wiser. I'm wondering if the company is going into administration? Seems strange everyone having same issues and keep extending dates. I want a full refund now and will be buying elsewhere. Very angry and would advise ordering from this shambles of a company!

Altrincham team is great especially Dale and Charoltte . Great hospitality and explain everything to us and i highly recommend

10/10 experience with Pauline at Guildford store. Customer service was impeccable as soon as we stepped into the store very happy!!

We went to Dreams Oldham for a new bed and was approached by Robyn. She was lovely and not pushy at all. She listened to what we wanted and showed us different types of beds after laying on the "test" bed. We didnt feel rushed and Robyn knew her stuff about beds. We finally chose a mattress and then a base. Robyn made us a coffee and we felt very happy about our purchase, there was no pressure at all.

I've had exactly the same disgusting service as outlined in the other one star reviews. Scroll beyond the fake bot generated ones they are adding to mitigate the real ones, to gain an accurate picture of what customers are experiencing with this shambolic company.

Like others, I got notified less than 24hrs before that my expected delivery would now be delayed by 3wks! After a struggle to get through to customer services I cancelled my order, as I've no confidence they will deliver on the new date either.

To be honest I wouldn't be surprised to see them in administration in the next couple of months.

Subsequently i've ordered comparable products from Happy Beds for delivery in 48hrs. Avoid these jokers at all costs.

I would strongly advise anyone considering ordering from Dreams to think twice.

I ordered a bed frame and mattress on 27 June 2026, with the original delivery date agreed for 1 August. What followed has been an incredibly frustrating experience involving repeated delays, contradictory information, poor communication and significant financial loss.

The delivery was first delayed shortly before the original delivery date. I was then given another delivery date and, after contacting Dreams on 2 August, I was specifically assured that the order would be delivered on 5 August between 10:30 am and 12:30 pm. I took unpaid time away from work to accommodate this delivery.

The delivery did not happen.

I received calls from Dreams the previous day, after 4 pm when customer service had closed. I answered one and explained I was in a meeting and asked to be called back in 10 minutes. Instead, I wasn't called back for another 30–45 minutes. A second call then appeared to ring only once. No voicemail or follow-up email was provided to explain that the delivery was not going ahead.

Had Dreams simply communicated this properly, I could have avoided taking another day away from work.

I contacted customer services on 5 August and was told the delivery was still scheduled for 17 August, despite never agreeing to that date. I subsequently had to rearrange it for 19 August.

Dreams then confirmed to me in writing that the delivery had been re-booked for 19 August and offered me £200 compensation for the inconvenience.

I thought that was finally the end of it.

It wasn't.

On 18 August – the day before the confirmed delivery – I was told that the delivery had been delayed AGAIN, this time until 16 September. This was particularly ridiculous because I had actually been advised that same morning that the delivery was going ahead the following day.

I was then told the latest delay was due to "errors with our system."

So, after ordering on 27 June for an original delivery date of 1 August, I was now potentially waiting until 16 September for my bed.

That's almost three months from placing the order.

I am self-employed, so these repeated failed delivery arrangements have had a direct financial impact. I have already lost earnings from taking time away from work for delivery arrangements that Dreams subsequently failed to honour. This doesn't include the amount of time spent repeatedly contacting customer services, rearranging deliveries and trying to get basic information about my own order.

I am hoping they will finally offer a reasonable resolution rather than expecting me to wait until September for an order that has already been repeatedly mishandled.

I currently have three separate cases and I am still trying to get someone from Customer Relations to actually resolve the matter.

The most frustrating part isn't even the initial delay. Delays happen. It's the repeated assurances that deliveries were going ahead, followed by cancellations at the last minute, contradictory information from customer service, and a lack of proactive communication.

At this point, after almost three months, I simply want the bed and mattress I paid for without having to rearrange my life around another delivery date that may not actually happen.

Three delays. Almost three months waiting, lost earnings. Multiple customer service contacts. Three open cases. And still no bed.

This has been an extremely poor customer experience from start to finish

Dreams advertise both telephone and live-chat support, but in my experience actually getting through to someone when you have an urgent delivery problem is extremely difficult. Their customer service hours are also very limited, with phone support advertised as Monday–Friday 9am–5pm and live chat generally only available during limited daytime hours.

This becomes particularly problematic when Dreams sends a delivery update or cancellation after customer service has closed. In my case, I received calls after 4pm regarding my delivery, but when I couldn't answer immediately there was no voicemail or follow-up email. By the time I was able to try to resolve the issue, customer services were closed.

When you're self-employed and have taken an entire day away from work specifically for a delivery, being unable to actually contact someone to find out whether the delivery is happening is incredibly frustrating.

The irony is that Dreams' own website describes live chat as "the quickest way to speak to us", yet when you're dealing with an urgent problem surrounding a failed delivery, actually getting meaningful assistance has been one of the most difficult parts of this entire experience.

Baz and Elizabeth are so helpful,polite and customer focused in Solihull.

Delivered well, and in a good time-frame. Bed is pretty good considering it was on the cheaper end of the scale. Nice and solid