Dreams - High Wycombe Reviews 

The young lady was very nice and helpful. She made my experience of buying a bed very easy

Great service thank you

Christiaan was very helpful in showing me the right mattress for my needs.

The team, the service and speed of order placement. Awesome, simple straightforward and great price.

I was given the sales help I needed promptly and efficiently

Really good experience here. Leah was lovely, friendly and made me feel welcome straight away. She was really helpful and offered me some drinks and the Sleepmatch, which was a nice touch. She was friendly without being pushy and made the whole experience really easy and relaxed. Great customer service thanks Leah!

Fantastic customer service today by Jules, he helped us find the right mattress for us, great job.

Friendly, knowledgeable staff helped me find the right mattress

Delivery date long, staff customer communication lacked accuracy.

Excellent sales assistant. Just the right level of interaction, great product knowledge and very efficient admin

Very pleased with mattress overall but unfortunately not solved my back problem as I was hoping it would

Excellent products and service, nice showroom with nice and knowledgeable people

We ordered a new mattress and divan base on 29th April from Dreams High Wycombe.

I arranged with store that I would collect the divan base when available. On my way to collect the bed on 12th May, my van broke down so I immediately called the store to explain and was told that it would not be a problem to hold it for me until I could collect.

Unfortunately, van repairs took longer than anticipated however I phoned the store several times (every couple of days) and each time was told that the bed would be held for me until I was ready.

In the meantime, the mattress, which we had arranged to be delivered, became available and I asked if the divan could be delivered at the same time. This was not possible due to the delivery logistics on the arranged day, however, once again, I was assured that I could collect the divan as soon as my van was repaired. The person I spoke to (Georgia) also said she would add a delivery date (2nd July) to the system just in case I experienced further problems. This date was after when we would need the bed so I said delivery would not be necessary and that I would make arrangements to collect even if I had to borrow a vehicle.

My van was returned to me on 2nd June, and I immediately phoned store to tell them that I would be collecting, only to be told that this would not be possible as delivery had been arranged for July 2nd. I explained that I had previously arranged to collect (and confirmed this on several occasions) and did not need the delivery slot only to be told that my bed was not now available.

It appears that someone had released my bed to another customer and I now have to wait for a new one to be manufactured. I called customer services and was told "we can't get your bed back, so the only alternative is to wait or chose another product". I was then told to call the store back to see if there was anything more that could be done. The manager (Tom) was unavailable that day, but I was assured that he would call me back the next day as a matter of urgency. That call never came.

Subsequently, I received a customer satisfaction email asking for me to report any issues with a promise that "one of our specialist advisors will get in touch within 48 hours".
This I did and highlighted the same concerns but as yet, (72hrs later) I have received no reply.

Following this review and the subsequent reply from Wayne stating:
"We have responded to your recent letter and email with further information and are awaiting your response. I will resend this information and arrange a suitable time to call you"

We have not received any of the above and do not believe that either the original or promised replacement responses were ever sent.

We are still awaiting any form of communication or resolution.

Further to the above.
After posting here we did finally receive a reply on 1st July however this was still not satisfactory. We responded to that effect but have heard nothing from Wayne since.
I did receive a text on 3rd to say "our customer service team is working on your request" but again, nothing more.
Why it takes so long to reply to an issue is beyond us and the words "Customer" and "Service" should not be used in the same sentence by Dreams as they have totally failed to deliver any sort of service to us.

Friendly service, delivery service, it all went smoothly

Our bed turned up on time and is such an improvement on our old one. We have had a good nights sleep for the first time in ages.

Great Customer service. Shame the guys who fitted my bed left a few marks on the wall..

Really helpful customer service. Let me try out a few bed's in the store. Delivery in a few days took away the old knackered matress. 8 year warrentee, where can you go wrong? Really happy with it. My old one had collapsed, so this is like heaven.
Musa was so helpful and just a nice guy.

Amazing customer service by Mina polite, calm and problem solver.

I ordered a small double mattress last month from the Newcastle shop in Royal Quays. The staff were really helpful and I left them a great review.
I took out the insurance and purchased two firm pillows which were £30 each.
This was a cash purchase and delivery was booked for the following week.
I returned one of the pillows on the 30/4/2026, unopened, because my Son said he only needed one.
The mattress was flat on my living room floor, unopened for about 10 days while we decorated the bedroom.
Yesterday, I rang the store, because after 13 days, because I had still not received a refund for the pillow. This Company point blank refuses to give you a Cash refund, no matter how much you spend.
When we came to open the actual mattress, it had been taped up at one end and when we started to remove the tape, you could clearly see it was not in a sealed package, it was ripped and all jagged.
We removed a small part of it and you could see, this was clearly a return. It had grubby black marks on it and black hairs ???? We have grey hair.
I rang the shop back and was told I had to ring head office.
I rang head office in High Wycombe and was told that they could send out another (never mentioned the word new) mattress and throw in two free pillows, despite telling her I was still waiting for a refund because I did not need the two pillows I had purchased.
I told her, after all the messing about that I would like a refund to go elsewhere.
She arranged this and gave me a date for them to pick this mattress up.
That I would have to wait 7-10 working days for the refund to hit my bank, for a purchase I paid Cash for.
I also, now have to take the mattress protector, I received because I took out the Insurance, back to the shop for a refund.
Basically, I am waiting for 3 separate refunds from this Company for a Cash Sale. The pillow was taken back to the store on the 30th April and I still have not received the refund into my bank, so goodness knows how long it is going to take to get my money back.
Surely, it should be law, if you pay by cash, you should get cash back and certainly not have to wait weeks to get your money back.
Buy from these at your own Peril, their beds are expensive and to be sent a 'used' mattress is unacceptable for the prices they charge.
My husband has been in intensive care after surgery for Colon Cancer. I could really do without all this extra stress.
All I wanted was a smooth sale and a new mattress, instead I am running around trying to get refunds from separate parts of this Company and waiting goodness knows how long, for it to go back in my bank. I have never known anything like it from a supposedly reputable firm ??????

Update as of the 14th May.
I have still not received the refund to my bank for the pillow I returned 15 days ago, despite calling head office and asking to speak to a manager. I was told someone would ring me back but they haven't.
I returned the mattress protector, unopened to the shop as it was part of the insurance I had taken out on the mattress, when the lad took it off me, I asked for a receipt, he stated I did not need one as it was on the system and that they did not do a receipt for it????
So now I am waiting for them to fetch the 'used' mattress they delivered.
I have just rang Customer Services again and have been told the refund for the pillow was processed on the 11th May and I should receive it in 7-10 working days. Basically, it took them 11 days to even process the refund, so by the time it hits my bank, it could well have taken 3 weeks.
I am just wondering how long it is going to take them to process the refund for the Mattress and Insurance?
I am considering contacting Trading Standards to see if this is acceptable.