Dreams Reviews 

Paid well over a grand, wasn't told it would be 36 days to deliver. No reason. Now delivery has been cancelled a few hours beforehand with me removing old bed and preparing Go elsewhere half the cost and half the time! Wellingborough

I went to the Slough store not sure what I wanted to get and I was helped by the amazing stuff in particular Faizan he was an expert not a dodgy salesman trying to get me to spend money I didn’t have but he generally cared about me and my wife and our needs and I really appreciated it. I found a bit of mattress that I liked and he also gave me tips on how to make the mattress last longer by replacing the type of bed I have all in all great service and great prices.

I am highly disappointed with the overall service experienced at Dreams.

When I purchased my mattress just under a month ago, I was notified that the system had been updated however I was not aware of how much of a nightmare it would be to make the final payments. Despite Dreams being recommended by another retailer, if I knew this would be the case, I would have taken my custom elsewhere.

Firstly, I was told that I could pay off at my leisure over the phone through customer service as long as this was done before the delivery date.

This was not accurate and I have had to return to the store on three different occassions to still pay over the phone and to be told that there is a continuous issue with the system despite expressing that I am over 5 months pregnant. I was not able to pay part cash and card, I was not able to pay on multiple cards and I had to make the final payment in one go, which I did not budget for!

I am currently in store and have had to wait over 30 minutes to get through to a representative on the phone despite staff members being in store and not capable of helping me due to this new system that they know nothing about. Staff members have expressed their distress and discomfort of not being able to help customers when they were able to do so in the past.

I also emailed the CEO Johnathan Hirst and copied in Purley Way store nearly two weeks ago in which no one has responded to my email to date.

This has not only added stress to my pregnancy but has left me dissatisfied with the overall service.

No incentive has been added to make me feel as though this discomfort was worthwhile or that I am a valued customer. To add insult to injury, the system is still flawed to date!

I have encouraged anyone who has asked me about beds/mattress to take there custom elsewhere because Dreams is not reliable.

I can assure anyone that is considering Dreams to not bother! If this system continues in this manner it is guaranteed that this company will go into administration and there will be no Dreams to purchase from in the near future as everyone will be taking their custom to a more dependable service.

Salisbury store was fantastic. Paul was very knowledgeable and gave great help

Great Service. Very friendly staff Definitely recommend

The in store customer service was average, but the after-sales has been the worst I’ve ever experienced. Phone lines / online chat down multiple times due to ‘technical errors’. No one responded to my online form queries. I tried cancelling an order within the 3 day window but it took 10 days to actually get through to speak to someone just to cancel for a full refund - they weren’t apologetic or friendly. When the cancellation went through, they then didn’t refund the part cash payment, only the part card payment. It’s been 11 days since giving them my bank details to refund the cash payment and still no refund. Tried to call them - phone lines down again and a 156 people queue on online chat. I’ve now been contacting them for 1 month for the same thing - 18 calls later, alongside online chats and online forms, it’s still not fully resolved. First and last time using Dreams.

Keanna held our hand all the way through our dreams process. From sleep analysis, choosing a pillow and being very patient with us while we umed and ared over different mattresses. A fun experience, although not for the credit card.

Josh was great at the middlebrook store. Helped us with the entire options based on our ideas. Highly recommend

Harry at the Staines store has been amazing at helping us choose a bed and mattress. Really took his time showing us everything. Would recommend them to everyone.

What an experience. It was a good service. Callum helped with everything as a family of 5 purchasing beds and mattresses. Explained all very well.

I received the best service from Jaladhi and Philip.

Justyna at Hedge End was an absolute delight, wonderful greeting in store and once I explained my needs, she showed me my options for bed frames. I thought the sleep match technology was a great addition to my buying experience. Then along with my pillow, Justyna showed me many options of mattress to try, ensuring I could choose the right one for me. Service overall was wonderful, I was offered refreshments twice and customer service was 5*. Would highly recommend

Jaladhi and Philip helped us to choose and buy a bed frame and mattress in an Edmonton store and they were adequate and sufficient with their knowledge. We are happy to recommend them for help.

Was very helpful. Great service and communication from Callum. Thank you

Absolutely amazing experience on the sleepmatch, and staff were so lovely and helpful at royal quays North Shields

The sleepmatch machine really helped us out, really cool experience - highly recommend!

In store the team are great and the 100 night guarantee is useful. But i am currently on hold in minute 75 after the automated phone line said is was in position 5 with a 5 in wait time initially.

So suffice to say once you have purchased your mattress or bed the customer service experience quality drops like a stone.

Absolutely rubbish company takes you 3 hours to get in touch with somebody, should of had a bed delivered on the 31st July. The driver rang saying he couldn't deliver as there was a mix up and to contact customer services , took 3 hours to get through to somebody.
Got a new delivery date which was for today the 4th of August gets yet another phone call from the driver to be told sorry can't deliver today , I said what again he said what do you mean again ,I said it happened to me on Friday aswell he remembered who I was and explained what had happened the first time they never sent the bed for delivery and this time only got half the bed .
So spent another 3 hours online and phone to get a refund
I have now got to wait 7 to 10 working days and no bed
Definitely won't be recommending this company 😡

I do not understand how you only know a day before a delivery that you do not have the item in stock? I have already waited 5 weeks for a delivery date and now I'm told I have to wait another 4 weeks. If I ever thought the lead time was 9 weeks I wouldn't have bothered with Dreams.