Dreams Reviews 

In store experience was truly *excellent*. Dreams then got the delivery date muddled, but compensated me for that. Mattresses were initially fab but seemed to develop a fault. No problem getting replacement sorted (apart from over an hour wait for a callback following a disastrous (for them) system upgrade that wrecked the customer service system).

BUT (and this is why only four stars) I am currently waiting in for the exchange mattresses on a sunny Saturday, having received no promised delivery timeslot. I am unable to call them because the only CS system that seems to be working today is the sales chat team.

Not good enough, Dreams. You do Saturday deliveries, and you should have a support team behind that. And you should provide the timeslots that you promise to provide.

Great service from David and Dan, very helpful and guidance.
We bought 2 mattresses without doubting our decision!

Went to Dreams to purchase a mattress. Was served by Louis in the Ashford store. He couldn't have been more helpful. He took lots of time with us, was very patient and knowledgeable. Was very helpful in explaining the different types and was very honest. I would recommend Louis, a very helpful personable guy.

Great value, fantastic staff

Very happy with service

Had a great experience in the Gravesend store, easy process and the customer assistant was extremely helpful.
Had a nice chat over a cup of coffee,
I dealt with caroline who couldn’t do anymore for me, thank you

Very knowledgeable and friendly staff. No pressure to buy there and then. Some great offers available. Would highly recommend.

I would give them minus 5 stars if I could. What an awful company. We ordered a bed and mattress and were told that it would be delivered on 7th August. We got an email and SMS 4 days before the delivery due date confirming the delivery for 7th August. We didn't receive any communication the day before confirming our 2 hour delivery slot. The day of delivery we still had no communciation. We tried to call the help line at 10.30am on the delivery day which was no longer accepting calls due to a 90 minute wait time. We had to use the online chat and waited 3.5 hours to get in touch with a real person who promptly told us our delivery had been rescheduled to 4th September...1 whole month later!!??! We got no communication about the delay and had already disposed of our existing bed and mattress. After asking what our options were, we were told we could reschedule the delivery but that would mean cancelling the 4th September delivery with no guarantee an earlier date could be found. With the prospect of no bed to sleep on for a month we asked for a refund so we could purchase a bed from somewhere else and were told that we'd get our money back within 10-14 working days. What on earth?!?!?! So we are £1700 out if pocket, no bed to sleep on and no refund for 2-3 weeks. Appalling customer service, atrocious communication and we will never set foot in here again. We'll make sure to let everyone know how absolutely inept this company is at doing the one thing they are supposed to do.

Dinesh helped us - he was amazing, patient in explaining and helpful in every manner. We did not know what to choose but the entire customer journey experience was fantastic and helped us to understand beds / bed frames / pillow types much better.

So upset with Dreams after ordering a Ergomotion bed to arrive in time for me to set up before a major operation they contacted me two working days before delivery expected to tell me it won’t arrive until 3 weeks later. It’s too late for me to find another bed in time before the operation and I also won’t be able to manage moving the existing bed after it. Can’t get through to the customer services helpline which just cuts you off.

Ordered a £2000 bed, bed delivered a month later. After 2 weeks sleeping on the new mattress it was faulty. The mattress had sunk on both sides and it was painful to sleep on. After 30 days ( make sure) Contacted Dreams by phone, we had a very helpful assistant that organised an emergency mattress for us to sleep on. Unfortunately it was going to take 3 weeks before an inspector could visit to test the mattress. We don’t have the largest bedroom so the faulty mattress turned our room into an obstacle course.
Inspector arrives at last to tell us the mattress is obviously faulty.
We were told that within two weeks Dreams would contact us. I received a notification that we had been given a date for delivery of our mattress? We hadn’t ordered another mattress, we didn’t want another mattress from Dreams, we wanted a refund. We had bought our new bed and pillows from them at the same time and had no complaints.
Tried to phone but sat in a queue for a very long time and had to give up. Time is precious. Chat was more productive and the mystery delivery was cancelled.
Eventually we were contacted by Dreams and were told that a refund would be in our account 7-10 working days after they had collected the faulty mattress and the emergency mattress.
What were we supposed to do? Sleep on a bed with no mattress?, or borrow £2000 from our parents and immediately go and find a business that could deliver within 3 days and buy our new one? The lack of empathy or understanding of the situation was astounding. When the situation was explained , we were told it was not their problem.
The two mattresses were collected. Ten working days later, no refund?
Waited in the customer service queue for two and a half hours to be told there had been an error in the amount to be refunded. Why hadn’t they contacted me to let me know? No answer. We had waited 2 weeks for our refund.
To us it’s not a small amount of money. We had saved for this.
The customer services assistant told us they would rush through our refund, it would be 3 working days. Thank you
It’s now been 5 working days , and today is Friday evening.
It is August 14th today
We ordered our bed and mattress on April 4th
We will not be using Dreams again.

Amanda at Team Valley Gateshead was excellent, walked us through everything and was very knowledgeable. Exceptional service from start to finish. Amanda and Sue also make a very good coffee 😋.

It was great, came to find the best mattress for my body and issues. Edwina is amazing and very friendly and super attentive. She guided me through everything and didn’t make me feel rushed, if anything she kept telling me to relax because I didn’t want to take too much time but she was very gentle.

Welcomed by Michael as i wanted a mattress he explained to me how the sleep mattress would work and take all the measurements. this would tell what mattress i would require. We tried several mattress and several pillows before deciding the wright one for my needs. MIKE was first class an asset to Dreams.PS we were offered a drink and as my wife is visually impaired he catered for her needs no fuss no problem. A big thank you from both of us THANKES MIKE.

I recently went bed and mattress shopping for my 13 year old son, we didn’t know where to start or what type of mattress would be best for him. We went to the Llandudno store and straight away we were approached by Julie who was so helpful, she started by doing the Sleepmatch scan with him to see what was the best mattress type, after finding that out she went through all the matches even with his choice of pillow to make sure it was his most comfortable option. After we picked the mattress with Julie, she showed us some frames which matched our description and then her and Aled took the care and patience to help us order it in store, talking us through the cover options, and delivery arrangements. We are extremely pleased and excited awaiting the delivery, and we are also very happy with the experience - big thanks to Julie and Aled for their expertise, support and kindness- I will be sure to go back to them in the future and recommend them to everyone else!

Gloucester branch was amazing, we did the bed match test and were very well informed and looked after by HARRY. A very personable informative guy with a great balance of salesmanship and chilled approach. Would definitely recommend Dreams.

Great service from Mark today who took his time to meet our needs and get our perfect bed.

I am extremely disappointed with my experience with Dreams and its Bedcover protection.

I purchased a mattress from Dreams together with Bedcover protection because I understood that accidental cosmetic damage, including burns, was covered.

I later discovered burn damage to the mattress and made a claim. The technician inspected it and identified the damage as burn holes. However, the claim was rejected because I could not confirm exactly how or when the damage occurred.

The problem is that I genuinely don't know how or when it happened. I have been completely honest about this throughout the process. I have not deliberately damaged or misused the mattress, and I cannot understand why I am expected to provide an explanation for something I simply did not witness.

I have repeatedly asked MB&G, who are handling the claim, to show me where in the policy wording it says that I must know the exact date, time or cause of the accidental damage for the claim to be covered. I have also questioned why the "one-off incident" wording is relevant when this is the only claim I have made for damage to the mattress.

Unfortunately, I feel that my questions have not been properly addressed and the same reason for rejection has simply been repeated.

What has made the experience even more frustrating is the amount of time and effort I have had to spend trying to get a straightforward answer. I am now trying to contact Dreams directly, but have found it extremely difficult to reach customer service, with the live chat showing a very large queue.

I purchased the protection in good faith and expected it to provide assistance if accidental damage occurred. Instead, I have been left feeling that I have to prove something I genuinely cannot know.

This has been a very disappointing customer experience and, based on my experience, I would think very carefully before purchasing a Dreams protection plan again.

The matter is currently being formally complained about, so I will update this review if Dreams resolves the issue satisfactorily.

Mark (store manager) was really helpful and got us a great price on the perfect mattress

I was told the bed would be delivered today and waited in for delivery and was told there would be a message advising of the delivery time. When there was no message, I went on the chat and there were about 200 people ahead of me. It took 4 hours to get an advisor. he told me the bed would be delayed by over a month. There is no mechanism I can see to raise a complaint other than waiting on a chat line for 4 hours, hence this message. Cancellation of the order also seems to involve waiting on the chat line. Really poor service and a waste of my time.