Dreams - Ipswich Reviews 

Very good service , purchased a mattress, staff were very good and helpful , kept me informed about delivery times, everything was faultless .
would highly recommend

Very helpful shop assistant in Ipswich store, she didn’t push us to choice, gave time to look around, she told us everything about mattress and warranty, mattress brilliant

Everything was perfect from start to finish.

Great service from advice and purchasing to delivery and installation

Be careful when Dreams says you get a 100 night comfort exchange if the mattress you choose isn’t right for you. My wife and I have been waking up with terrible back pain for the last month following receipt of the mattress we chose in store, so we asked to exchange. We paid an extra £465, £400 extra for the new more comfortable mattress and £65 for recycling (as we thought, but it turns out we were misled!)

On the day of the exchange I brought the mattress downstairs thinking I was being helpful, but the delivery driver said I should have left it on the bed as they have to inspect it. He noticed that it had a slight mark on it and refused to carry out the exchange. We had put a mattress protector on it as well as a bottom sheet, so we haven’t a clue where the mark came from, unless it was when I transported it downstairs. The mark was the size of a 5 pence piece, but we were forced to keep the mattress as the driver wouldn’t accept it.

He suggested ringing Customer Services to see whether there was anything they could do. The person I spoke to said that the mattress had to be in perfect condition (admittedly it does say that in the comfort exchange literature). The reason being that they steam clean them and sell them again. This was completely in contrast to what the sales person said at the shop, as he claimed that since Covid they’re not allowed to sell them, so they have to be recycled. False information from someone there then!

Customer Services advised that my only option would be to see if I could gently remove the mark, take a before and after photo and email it to them. A manager would then decide whether to permit the exchange or not. I duly bought some upholstery cleaner, took a ‘before’ picture, and then very gently applied the solution. To my delight the mark came off and the mattress looked as good as new. I took an ‘after’ picture, and sent both pictures in an email as suggested. I waited almost a week only to be told that they wouldn’t accept the mattress, but they would offer me 10% off a new one!! I’ve just bought a £1,600 mattress that we cannot sleep on and they’re saying my only option is to buy another one and they’ll give me 10% off. Like I can afford to spend over £3,000 on mattresses!

I bet they haven’t even looked at the pictures properly, because if they did they would see that it has been restored to its original condition. It’s a money making scheme, as they know they’ve got my money and there’s nothing I can do, so they’ve got me completely over a barrel. The fact that they have the cheek to offer me 10% off another one is laughable and pretty distasteful.

I’ll never buy anything from Dreams again, and I’d warn anyone that’s taken the time to read this, to avoid them like the plague. Once you’ve paid them your money, there’s no going back.

Update: 22/08/24
On 8th August Dreams refunded the additional £400 we’d paid for the more comfy mattress that we were hoping to exchange for our back-breaking mattress that we’ve been left with.

On 10th August Dreams asked for more details about me and my order so they could better understand my experience. I instantly provided them with what they asked for, but 12 days later and I’ve heard nothing. Just goes to prove they don’t care. I assume that they think it’s case closed, as they’ve refunded the extra that we’d paid for the replacement mattress, so they have our money for the back-breaker that we’re stuck with, and there’s nothing we can do about it.

Dreams, if you’re reading this update, we still want to do the exchange. The mattress is still within the 100 night comfort exchange window, there are no marks on it, so the ball is in your court. You have the chance to turn this negative experience into a positive one.

My girlfriend and I popped into the Ipswich branch of Dreams so that we could find ourselves the right bed frame for our new house and during our visit we were looked after by Dom, we were initially looking at a certain bed frame but it transpired that it would be a long while before one could be delivered to us, so instead he showed us another which was very similar and unlike the other would be able to be delivered to us much sooner and even fell under a savings deal that even included some pillows to go with it.
After we received the bed frame, I can honestly say we couldn’t have picked one any better and I’d like to thank Dom and the team for their absolute first class service. I’d highly recommend this store to anyone!! 😁😁👍🏻👍🏻

Brilliant service was offered a hot drink while looking around easy to order delivery men where very polite put on shoe covers helped into chosen room 5 stars

Good sales service, very knowledgeable staff member. Order and delivery went through smoothly. All polite, professional staff and I’m very happy with my comfy mattress and its delivery. Thankyou

Excellent customer service

the guy we dealt with in Ipswich was really helpful

Great job
Thanks to the team

Carol was really friendly and approachable! She helped us find the exact mattress we wanted and kept within our budget! She was so lovely and i definitely recommend you speak to her if you visit the Ipswich store!

Very helpful in store and on delivery

Staff in ipswich store were 100%..knowledgeable,friendly and very helpful with our choices..
Delivery however was a different story
Two drivers arrived, one was excellent
The other "Gary " was rude, miserable argumentative..he damaged our freshly painted hallway. Scratched our newly laid flooring, then argued he didn't do it, spat on his finger, rubbed it trying to remove it,stomped off without even an apology!! We went upstairs to look at our new bed only to find our king-size mattress on the landing & not in the bedroom. I am on crutches after surgery and my husband is almost 70.!! We didn't expect to have to move that.!! Not at all the service we expected from Dreams. What a shame that one person let the whole experience down..We have obviously strongly complained

Great sevice in the store and delivery on time could not fault

Very helpful staff in store. Extremely happy with my new bed and mattress.

Warm welcome
Listened too, happy to walk the store to reconfirm decisions.
Staff had the patience as I didn't know exactly what I wanted.

Perfect bed , sleep improved , TV crystal clear , very happy with the purchase