Rebecca and Co were very nice and helpful throughout our experience in the store at New Cross. We were taken through the bed machine test and patiently took through virtually all the mattress/... See more
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Rahima was excellent! She clearly explained the differences between mattresses and bed frames, and talked me through adjustable beds. The sleep match machine was very helpful too! Thank you
Edwina was super helpful and even helped keep our 3 year old entertained whilst we found a great mattress!
Laura in the store at New Cross was really helpful in choosing our mattress. We tried out lots of different mattresses having had our lying positions analysed in the sleep match monitor. We even got a... See more
Company details
Written by the company
For nearly 40 years we’ve been helping the nation find a bed they love. Together with our wonderful Bed Factory in the West Midlands, over 2,000 Bed Experts at 208 stores nationwide, 11 delivery centres, plus our ‘Bedquarters’ team, we’ll make sure you have everything you need for a great night’s sleep.
Written by the company
- We have developed a really useful Help Centre, which should answer all FAQs, and navigate you seamlessly to the information you need. Whether you want to amend your order, report an issue or find out what to expect on the day of delivery, the Help Centre is not just at your fingertips but is a fast and effective tool for progressing an existing order or making a new one. You can even change your delivery date or pay an outstanding balance via the Manage My Order tab. Please visit www.dreams.co.uk/help for all your help options.
- Further Information
- In the unlikely event that you can’t find the answer at the Help Centre, our Customer Services team is on hand to assist, Monday to Saturday, 9am to 5pm. Please visit www.dreams.co.uk/help. Advisors are working tirelessly to give you all the support and help you need. If on rare occasions your wait to speak with an advisor is slightly longer than normal, please bear with us, or try our Call Back or Web Chat options. You can also contact us via Twitter, Facebook and Instagram.
Contact info
New Cross Gate Retail Park, SE14 5UQ, New Cross, United Kingdom
- 02045329248
4.6
Excellent
295 reviews
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Edwina was great!
September 11, 2026
Unprompted review
Rahima was excellent
Rahima was excellent! She clearly explained the differences between mattresses and bed frames, and talked me through adjustable beds. The sleep match machine was very helpful too! Thank you
September 8, 2026
Unprompted review
Rebecca and Co were very nice and…
Rebecca and Co were very nice and helpful throughout our experience in the store at New Cross.
We were taken through the bed machine test and patiently took through virtually all the mattress/pillow tests before making decision.
Excellent.
Samuel and Chioma
September 5, 2026
Edwina was super helpful and even…
Edwina was super helpful and even helped keep our 3 year old entertained whilst we found a great mattress!
September 6, 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Ordered a mattress in-store on 25…
*** Update***
Within a couple of hours of posting this review, the refund miraculously appears. Still no email, though.
*** Original ***
Ordered a mattress in-store on 25 August, service in-store was fine though not very attentive. The very next day it went down in price by £300+. Called the store, they said they'd raise a price match request no problem and I'd get an email - No email. Tried live chat - disabled. Tried calling - IVR says too busy to answer, offered a call back prior to 6pm - no call back. Filled out the web form - auto response saying I'd hear within 7 days - 7 days is almost up. Their customer service is only open 10am-4pm on weekdays and completely closed at weekends?!? You also only have a 3 day cooling off/cancellation window and delivery takes almost month. What sort of 'customer focused' business operates like this in 2026?
August 25, 2026
Unprompted review
Reply from Dreams - New Cross
Good afternoon James,
Thank you for taking the time to leave us your review.
I am truly sorry to hear of the communication issues you have experienced, along with the time frame of receiving your refund.
I did try to call you today but I appreciate that you may have been busy. I have sent you an email.
Many thanks,
Kishan
I love the New Cross store
I visited the New Cross store and staff were most helpful. There was a scanner which showed how you sleep and the best beds tailored for your needs. Ordering my bed was easy.
My bed came on time. They assembled everything and took away the old bed. I was pleased with everything. A positive experience overall.
June 26, 2026
Great purchase so pleased I invested in…
Great purchase so pleased I invested in my new mattress. It was very expensive but worth it the only issue I have is that it took three weeks for delivery.
May 22, 2026
The mattress is very comfortable and I…
The mattress is very comfortable and I am loving it.
I am still sleeping like a baby.
June 13, 2026
The salesperson very polite and…
The salesperson very polite and professional the delivery team were just great
June 7, 2026
Great quality I can’t ask for more than…
Great quality I can’t ask for more than what I have now
May 16, 2026
Good customer service
Good customer service. Also there's a lot more benifit that comes with purchasing bed from Dreams.
January 23, 2026
The staff were professional and…
The staff were professional and helpful, and delivery of my order was smooth- no hiccups.
April 15, 2026
My review
Hi first I want to say my thanks to the guy who helped me us in customer service it was very amazing but the pillows was not as I expected .
April 26, 2026
The bed is so comfortable
The bed is so comfortable, and it's really lovely to look at. . The gentlemen in the shop was so helpful as I had no idear exactly what I needed. The delivery men were friendly, so helpful. I'm elderly so got young men to treat you kindly and nothing was too much trouble for them delivery on time. Would have you all again.
April 9, 2026
Great customer service and support from…
Great customer service and support from the team
April 16, 2026
Unprompted review
Sleep tight
My Dreams experience was thoughtless from start to finish Laura at the show room was so helpful and the lad's that delivered and assembled it spot on
March 24, 2026
Very good service
November 23, 2025
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