Dreams Reviews 

Awful delivery experience after spending over £3200 on Tempur mattress and base/headboard. Delivery team insisted on each of them removing and delivering the large very heavy parts on their own to save a few minutes time with the result leaving us with large gouge in recently decorated hallway and chunks out of the woodwork. They also bent the Tempur mattress considerably despite the manufacturer saying this should be avoided to prevent damage. The Dreams Divan Base is appalling quality, bare wood is visible around the drawer where material hasn't been applied correctly, some of the drawers don't align correctly. To cap it all Dreams Customer Service choose not to take phone calls. Our first attempt put us at 190 in online chat call list and now we've been told to leave a number for a call back that we're still waiting for. I truly wish we'd never shopped at Dreams.

Gail was really informative and friendly. I found my perfect bed with her help and enjoyed the experience and would definitely recommend anyone to come here for a bed and it was excellent service. Louise

We had a great experience in the Fareham branch in July. Staff very helpful, friendly and knowledgeable. It was almost a pleasure to be relieved of so much money!

It arrived when expected (about 4 weeks) and communication about delivery nearer the time and on the day was excellent and the delivery men couldn’t have been more efficient and friendly.

The mattress is as expected and feels very comfortable.

Reading the large number of recent bad reviews, it looks like the company have introduced a new system which seems to have thrown their customer service and delivery staff under the bus. They need to get it sorted quickly before the percentage of 1 star reviews affects their overall score.

Great service from Rachel

Chris of Basingstoke store did a great job in sorting out our purchase

We went to the Kettering brunch. Danny gave excellent service, friendly, helpful and knowledgeable. Would recommend

The service was fantastic. Great shopping experience.

What a shambles this company is!!!
From the moment I placed my order it has been a disaster !!

Still not received my order after having a confirmed delivery date and time by e mail and text.

Can’t talk to anyone and a day before any contact back.

Amanda was fantastic from the very start of our first visit. She helped us with choosing the perfect mattress for us, she listened to our concerns and was very knowledgeable on how to remediate them. We have found our dream mattress and had lots of fun doing it. Thank you so much Amanda!!! You’ve been brilliant.

Excellent services McKenzie did very well

Store looks beautiful. The staff were incredibly friendly and helpful. Would recommend to anyone.

Order SO001059817

***Read other reviews - there is a familiar pattern to ours regarding lying about delivery days and terrible customer service. Don't expect your matress on time ***

We purchased on 1st August a masters guild Mattress at £3,000
Customer service at the strore was 100% .

We were given a date of 29th August as delivery date -almost a month - as the matresses are 'hand made'.

This am - 2 days before due delivery date we are emailed a new delivery date of 22nd September. Zero reasons for new delivery date zero reasons why there is a delay.

We gave had ZERO communications from Dreams re this order, this is a unnaceptable service -especially given we've just skipped the old mattress.

When you spend £3,000 you should not expect to have to wait almost 8weeks for the item.
The very least we expect is an email stating there is a delay.

Dreams can't be bothered to answer the phones or call back via the requested call back service so we have called the store and cancelled the entire order.

**interestingly, John Lewis have Harrison Spinks mattresses and can deliver within 3 days**

What started as a very positive experience with this company has developed into a very negative one hence why we will take our custom elsewhere.

Jonathan Hirst, Chief Executive Officer of Dreams, should be ashamed of the service and negative zero customer service this company, under his management is offering.

Really good experience at barrow, Emma & Lauren really helpful

**Appalling Customer Service & Unacceptable Delays – Avoid!**

I am deeply disappointed with Dreams. I placed an order expecting a reasonable delivery time, only to be informed that *none* of the furniture would be available for at least three months. It is completely unacceptable to sell products without transparent lead times.

To make matters worse, getting my refund has been an absolute nightmare. Their customer service team is impossible to reach. I have spent two weeks trying to get through on the phone lines, and my messages on their live chat have been completely ignored. There is a total lack of communication, accountability, and basic respect for customers' time and money.

Holding onto a customer’s funds for weeks after failing to fulfill an order is unacceptable. I am now forced to escalate this through my bank to get my money back. I will certainly not be buying from Dreams again, and I strongly advise others to look elsewhere.

Julie in Dreams Llandudno was fantastic, polite, very knowledgeable and professional. She made us feel at ease when trying to make our decision.

We went to look at beds at the Catford store, the staff were very helpful and we ended up buying a mattress and bed. We had to wait a few weeks for delivery (which they told us from the beginning) but when it did arrive we were very happy with it.

I ordered a mattress from Dreams with a delivery date of24th August. The driver kindly called before bringing it up and I saw the mattress had my name on but was a completely different, cheaper brand to the one I ordered. The driver was helpful and took it back, explaining the wrong item had been supplied from the warehouse.’ ‘What is not acceptable is that Dreams have not contacted me at all to explain what happened or when I will receive the mattress I actually ordered.’ ‘It is now Wednesday, and nobody has bothered to contact me.’ ‘I have been calling non-stop, leaving my details and asking them to call me back, but there appears to be no straightforward way to speak to a customer service agent.’ ‘I find this incredibly frustrating. I paid for a mattress, it was not delivered as ordered, and Dreams have failed to resolve the situation.’ ‘I am disputing the payment with my credit card company.’ ‘Honestly, this has been the worst purchase experience I have ever had. I would not recommend Dreams.

I ordered my bed 25.5.26. It did say up to to 9 weeks delivery. I did get a delivery date on 27.7.26. I was waiting for my 2 hour delivery slot info but instead I got a delayed delivery note.
New delivery is now 28.8.26 since then I have not received any information so I am not sure if it is arriving on Friday. I have tried ringing, they only offer call back by 6pm. That did not happen!!
So frustrated and angry at the miss or lack information.

Dreams were due to collect my incomplete order today. They haven’t. This is a continuation of my previous review. I had what I thought was an honest conversation with a member of the management team. He confirmed my collection was scheduled and refund flagged. I received e- mails and texts this morning to confirm the time. Time passed no collection. Rang the stated driver who said order was cancelled and he doesn’t cover my area anyway. Back to square one.

When we went to buy our new mattress the sales woman talked to us about sleeping habits, preferences etc. before putting us on the sleep machine. We got the mattress that was perfect for my partner who has trouble sleeping. It was a little hard for me but the addition of a good mattress topper solved that problem and now we both sleep like babies