Dreams Reviews 

Purchased a bed and mattress from the Poole branch on the țy

The staff in Hereford were knowledgeable, kind and welcoming. They provided a range of options available at different price points, they explained the optional extras but weren’t overly pushy and didn’t push the matter when I decided to opt out from purchasing add ons. They offered refreshments and engaged in positive conversations. Experience on first visit was positive, returned the following day and purchased a mattress. Store was clean and information was readily available. Was offered a range of delivery dates and all information was communicated clearly with me.

Placed an order in store in Tunbridge Wells on 4th July and booked in a delivery date for 17th August. Received all confirmation emails but didn’t hear anything prior to 17th August, and would not have heard anything had I not waited in an online queue and on hold on the phone for an hour and a half, only to then be told that our order was delayed until 14th September. This was after already dismantling our bed and bagging our mattress away to be recycled. Was offered less than a 15% refund for the inconvenience, but told they could not get us our bed any sooner and so we were left to sleep on a mattress for 4 weeks. Have eventually managed to cancel the order because we don’t feel this company deserved any of our money after such poor communication and service. And to top it off, the lady working in the Tunbridge Wells store on the morning of 17th August clearly needs some customer service training as after speaking to both me and my wife on separate occasions, we could not believe how rude she was about the whole situation. Will avoid Dreams whenever we may need a new bed.

We visited the Reigate branch this afternoon and were helped by Lisa. We wanted a wooden double bed frame which we had seen on the Dreams website and to choose a mattress for it. After trying the rather fun machine that you lie on and measures you up to find the perfect mattress. The choices came up which included the one we had in mind and after finding it extremely comfortable made or choice. Lisa was very helpful and efficient throughout and it will be delivered in two weeks. Could not have been a more enjoyable experience!

Jamie was very helpful! Great experience

Sean from the Warrington store was extremely helpful! and thanks to him we have a new bed and a prefect mattress! We were made to feel welcome and enjoyed the experience

Amazing service, really knowledgeable and friendly. Wasn’t pushy and we felt comfortable in store. Thanks Michelle

Great customer service from Beverley staff/advisor, I loved the experience of using the Sleep match machine, and was offered free drinks too! Definitely recommend coming to Dreams and I loved my first experience!

Atiqa was magnificent, so professional, knowledgeable and helped us find what we needed. You can't lose this woman from your company!

Very poor!! Would give zero stars if I could … Spent over £4k on a bed, we were told the delivery would be 8 weeks. They then pushed it back another 8 weeks. Delivery was due tomorrow, we have just received an email 5pm the evening before delivery, after disposing of our old bed saying it will be a further 4 weeks - so 5 months wait for a bed.
Customer service awful absolute waste of time - AVOID AT ALL COSTS

I originally bought two mattresses in-store, which came with a pack of 4 "free" pillows. It as stated that the cost of the pillows would later be deducted from the overall cost (which never happened).

During the purchasing process, the branch was having "technical difficulties", which led to me having to repeat information such as my email, home address, etc. to the sales rep. I didn't take much note of that, as things like this do happen from time to time. The delivery date of the mattress was sheduled for the 19th July 2026.

Fast forward a couples of days after ordering: I get a missed call from one of the reps at the store I purchased the mattress from. In the voicemail they were "confirming" the date of delivery, and they said the 21st August instead of the original planned date of July 19th. So that's over a month behind schedule! In the voicemail, he didn't explicitly say it was delayed. They only explicitely confirmed a delay once I rang them back.

At the time, we had no mattress to sleep on as our mattresses were removed in anticipation of soon-to-be delivery, so we were sleeping on an inflatable air mattress instead (which was very uncomfortable).

At that point, I decided I was going to cancel the order get a refund and order the mattresses elsewhere, as we needed them asap. I rang Dreams' customer service and had to schedule a call-back ( which took 2 hours before someone got back to me). Luckily I was able to succesfully cancel the order and was assured that a refund for the mattresses would be put back into my account. I was also told that we had to return the "free" pack of 4 pillows in order to get the full refund; this I had no issue with as I hadn't opened the package.

I eventually returned the pack of pillows to the store, where a staff member confirmed my order details while I handed back the pillows (we have photo evidence). A week later, I get a refund into my account containing the total cost of the mattresses, but with the £40 pillows deducted from that amount. So right now I am trying to get my £40 back.

As of now, I have tried to get in touch with customer support, but every time I call I am told that they are very busy, and so I must refer to the website to chat with a virtual agent. I did that, however it put's me in a virtual queue saying that I am the 180th person, and it eventually freezes once I reach a certain position lower down in the queue.

As of now my situation has not been fully resolved. Since then I have instead purchesed the two mattresses from a mattress brand called "Emma", where I had zero issues, along with a speedy delivery.

As a result of this whole ordeal, Dreams gets 1 star from me!

Agnes at Dreams Beckton was amazing. Her exemplar product knowledge and kind, compassionate, professional nature made my experience at Dreams great. I walked in and out with my mattress after having my sleep position analysed, carefully taken through the different mattresses to suit us, offering of drinks, careful consideration of our budget. It was because of Agnes that I decided to purchase and highly recommend Dreams.

Jordan is the goat never gonna sleep bad again

Walked in just wanting a new bed and learnt a valuable lesson from the staff member Jordan now I know what bed I specifically need

Second Review: Still Waiting for Our Refund

This is our second review while we continue to wait for a formal response from Dreams.

Since our initial update on 26 July, customer service has not returned our calls or provided any meaningful update regarding our case. We feel it is important to share our experience so that other potential customers are aware of the current situation.

After our bed failed to arrive as scheduled and no one contacted us to explain the delay, we had no choice but to purchase a replacement bed from another retailer. That bed was ordered online and delivered the very next day. We therefore cancelled our order with Dreams and requested a full refund.

Since then, we have received little more than automated emails. Despite the order being cancelled, Dreams has attempted to deliver the bed six separate times. We do not want the bed and are still waiting for our refund.

After considerable effort, we managed to contact Dreams' head office. We were informed that there have been significant issues with their new ordering system. As a result, some customers are reportedly receiving beds they did not order, customers who already have their beds are receiving duplicate deliveries, and customers still waiting for orders are not receiving them at all.

Even after escalating our case to head office, we have received two additional delivery attempts. Fortunately, we were able to stop the deliveries before the drivers unloaded the bed. However, yesterday we received yet another email and SMS advising us of a further delivery scheduled for 20 August.

Let us be absolutely clear: we do not want this bed. We want our refund.

We will never order from Dreams again, and we believe potential customers should be aware of the issues we have experienced.

To add to the frustration, at 3pm today we received an email apologising for the lack of response and stating that our case was still being investigated. If that is the case, why is Dreams continuing to arrange deliveries for an order that was cancelled weeks ago?

The amount of time we have spent dealing with this situation has been unbelievable. We simply want our money returned. If our refund is not received by the end of this week, we will have no option but to consider pursuing legal action to recover the funds owed to us.

Dreams: please stop attempting to deliver a cancelled order and return our money.

We've had the same issues as others have mentioned regarding the delivery. Having very happily placed an order for a new bed and excitedly awaiting delivery on the allocated day, we soon realised that no bed was arriving as we'd had no message come through to confirm the slot and had waited in (and dismantled our old bed) for no reason! We've since been messed around completely with incorrect information, no one in the store knowing why we were having these issues and waiting in a queue of 200+ to get through to customer service.
We were then given a new delivery slot, only for that to be cancelled last minute very late the night before. We were told it was due to an "unexpected issue with the supplier being unable to deliver" but I fear that they are actually just selling items that are not in stock and not telling people that at the time.

It's such a shame as the person who helped us at the Enfield branch was lovely and we were so excited for our new bed - it's turned into such a hassle with confusing and conflicting messaging, impossible to find out what is really going on and no idea if/when our bed will arrive. Sort it out Dreams - stop messing people around and taking their money then providing a shocking expereince and no bed delivery!

Rosie and Barry are great in Shirley Solihull

Went into Dreams at Fosse park. Excellent experience with Steve the salesman pointing us in the right direction when choosing

Absolutely brilliant service at Dreams Solihull. The whole experience was great from start to finish, but a special mention has to go to Baz, who was incredibly helpful, friendly and knowledgeable. He made the whole process easy and enjoyable without any pressure. Excellent customer service — highly recommended!

We have been having issues with delivery and not getting through to customer services. We went into store to try and get help. Kirsty and her colleague were extremely helpful and were willing to sit with us for a long time to solve our delivery issue. Kirsty managed to sort the issue in the end with the limited resources she had in store and re-book our delivery for another day (which customer services were unable to do as no one can get through to them). Very pleased with the girls working in the store today. This was in the Bromley branch.