Dreams Reviews 

Appalling service, your phone lines have been down for weeks, it even at one point had the audacity to say go online and use chat, at which point the chat says to call, and around and around we go. I am still waiting to resolve a complaint from weeks ago. For a company this size to not even bother to fix those damn phones is ridiculous. Avoid dreams and try another company.

After several times trying to speak to customer service, on the phone over 40 minutes each time, finally gets through for a 20 seconds conversation. Customer service gave me a delivery date with a "Matter of fact attitude " Not very helpful when you've been waiting 10 days for the information!

I was sold a mattress which are very expensive. Promise a 100 day lay down but won’t change it, if there is any discolouring, marks are scuffs. If you make any claims on the so called insurance the decline to clean or fix any repairs leaving you stuck paying for an over priced item. Customer services are not helpful so if you’re in the market for a new mattress do not buy at dreams.

Ordered a bed frame and mattress on the 27/06/2026 in store at the Croydon branch. We made it very clear that we needed the bed and mattress by the 07/07/2026 as we were moving into our new home so needed it for the move in. We were told that there was stock of our items and it could he delivered within 3 working days. We asked if this could be delivered on the 07/07/2026 for our move in and the in store salesman said he would personally phone the factory to arrange this. Fast forward to today (09/07/2026) and we still have no bed! We are in the new house with nothing to sleep on! Tried to check my order online and there is no information due to a system update. Phoned the store and they have said there is nothing they can do due to the system update (seems like all they really cared about was getting there commission, once they have your money and you walk out the store, your not there problem anymore). Tried to phone dreams and have stayed on hold a number of times for up to 30 minutes and still cannot get through to them. Have then been sent an email saying that they have high levels of customer contact, but we must “rest assured” they are working tirelessly to get back to everyone as quick as possible but aim to get back to us within 72 hrs! We are at the point that we would rather go buy a bed from somewhere else so that we actually have something to sleep on, but we can’t even get hold of Dreams to get our money back. Really shocking customer service. I was a return customer however after this experience I doubt I will be using Dreams again! Really letting a lot of people down at the moment.

Extremely very helpful staff to myself very satisfied with service,gave me plenty of time to decide I would highly recommend them at Dreams at retail Shirley Solihull just over moon with my purchase.

Staff were very friendly who came to deliver and fit the ottoman bed. The service of the salesman in store was excellent. He listened to what I wanted. His name is Mo and he is based at the newly opened Dreams store in Osterley. Amazing customer service

UPDATE

Unfortunately, while the team at Dreams Oldbury were absolutely excellent throughout the process, my experience with Dreams as a company has fallen far below the standard set by the store itself.

The bed we purchased was unfortunately faulty. While we appreciate that manufacturing faults can occur, Dreams chose to appoint a third-party company, Emmiera, to inspect and assess the issue. During their visit, damage was caused to our mattress.

Despite Dreams arranging and instructing this third-party contractor on their behalf, they are refusing to accept responsibility for the damage caused during the inspection. As customers, we neither selected nor appointed Emmiera ourselves, so it is extremely disappointing that Dreams is unwilling to take ownership of a situation that arose directly from their decision to use this contractor.

The damage to our mattress would never have occurred had Dreams not chosen to send Emmiera instead of using their own team. Yet rather than resolving the issue, Dreams have distanced themselves from any responsibility, leaving us to deal with the consequences.

The customer service we have received throughout this matter has been very poor, and a formal complaint has now been raised.

At this stage, I have completely lost confidence in Dreams’ ability or willingness to resolve this issue fairly. As a result, I am now seeking to return the bed and bring this matter to a close.

This has been one of the most disappointing customer service experiences I have encountered, and I would urge potential customers to carefully consider this when choosing where to spend their money.

We were made to feel comfortable with no pressure to buy. We used the sleep match and bought the mattress suggested. The mattress was delivered when stated and is so comfortable giving us the best nights sleep.

All good - well looked after!

The in store experience was the only good part. I ordered a mattress in store but due to it being a stock check day I was unable to get a confirmed deliver date but was advised the lead time would be over a month. A month later I’m still waiting for deliver date and my online account is showing no order despite the email confirmation I have. I have received the mattress protector but no further correspondence. I called my local branch who I purchased the mattress from and was advised due to a system change over they could not view my order. The online chat function for dreams was unavailable. I called customer services and waited over an hour on hold to get through to someone (at the time of writing this).

Quick service
The bed was great
Better to buy a dreams branded bed than the main stream ones

Ordered a mattress 9 days ago online and I haven’t been about to get through to customer service since. Feeling very frustrated.

The company have left my 84 Yr old neighbour without a mattress for over 2 weeks blaming a system changeover problem. Can't get hold of customer service, Wakefield store unable or unwilling to help. Absolute shambles, shame on you

Ordered a bed and mattress from dreams. One year ago, was this half gel top and spring mattress new. One year only had passed and now I get pain in back and I then saw a sunken depression where I sleep. I know it is advisable to rotate etc but it is sunken so what does it mean I got to get a new mattress??? The guarantee is only 100 days. I thought dreams is not going to let me down on my £1300 just mattress purchase. Shame!! I won’t buy my second mattress from them and pls rotate your mattress every day if you don’t want it to sink. Every hour actually! So frustrating !

Good experience in store and delivery service

After my purchase on the 25th June and the awful experience I’ve had starting with delivery and defective items I wrote a review , ( my views have now changed ) I did not write the review with the hopes that dreams would reply , I had already contacted dreams who were starting the process of sending someone to inspect my items. I was then shocked to get a direct reply from Nicholas Walsh at dreams who has gone above and beyond to resolve my issues , the level of care and understanding and support has been extremely high. My mattress and base are being removed and replaced with no issues, he has dealt with every step, removal delivery, ordering, and cancelling inspections ! I can’t fault them for their after care, Nicholas and dreams have been simply amazing. So after a dismal start I can now highly recommend Dreams. I certainly wouldn’t purchase anywhere else

We were looked after in the Tottenham Court Road branch by an elderly gentleman named Larry.
He was knowledgeable about the products we tried out and made sure we knew about the current discounts.
He offered us a drink a few times as it was such a hot day.
We tried to leave feedback through Pillow Talk but it doesn’t ask for our details or which store we visited.

I went to buy an ottoman bed but wasn’t really sure how much to spend or what to choose. Jane, at the Metro Center shop at every stage and I left with exactly what I wanted at a great price. Jane was patient and listened really well and even gave me a cup of coffee as I was feeling light headed .

Very good advice with helpful ideas.

Been trying to cancel the bed I bought in error as yet no update they don’t respond to phone calls. Nobody can find my order yet taken my money already . I would never buy another bed this lot. Give me my money back and cancel the bed . Have also contacted my back