Dreams Reviews 

Thank you very much to the seller Callum for the excellent service. I’m very happy with my purchase and would definitely recommend this seller at Luton Store.

Hi
Am happy with the quality of beds I received from dreams ,staff were amazing and very supportive during my visit and delivered on time would recommend 👍🏽

Very disappointing
Very disappointing experience with Dreams – Lynmouth mattress I am extremely disappointed with my experience with Dreams and, in particular, the way my concerns about my £719 Lynmouth mattress have been handled. When I tried the Lynmouth mattress in the Dreams shop, it felt soft and comfortable to me. However, when my new mattress was delivered, it felt completely different. It felt extremely firm and much harder than the mattress I had tried in store, and I have struggled to settle on it. When I returned to the shop to explain the problem and ask about using the 100-day exchange, I was told that the mattress in the showroom feels softer because thousands of people have sat and laid on it, and that a newly delivered mattress would naturally feel much harder. This was extremely frustrating because I had specifically chosen the mattress based on how it felt in the shop. What makes this situation even more disappointing is the advice I received when purchasing the mattress. I explained to the sales person that I have a tumour on my spine and that getting the right mattress was particularly important to me. I relied on the advice I was given about which type of mattress would be suitable for me, especially when spending £719. Unfortunately, the mattress has simply not worked out for me as I was advised it would. I have repeatedly tried to resolve this and have contacted both the shop and Dreams customer services because I want to use the 100-day exchange option. I was told to contact customer services and received a recorded message saying that an agent would call me back. I waited all day for that call, but nobody contacted me before customer services closed. I have now even gone back into the shop personally to try to get this resolved. I was told that even if the shop sent an email to the relevant customer service team regarding my complaint, it could take up to a week just for the email to be acknowledged. I find this incredibly disappointing. I have already spent £719 on a mattress that I am struggling to sleep on, yet I feel as though I am having to continually chase Dreams for help rather than receiving proper after-sales support. There have also been other issues with my experience in the shop. On several occasions, there have been small flies around the beds, on the beds and around the counter, which I found unpleasant and unprofessional. The shop has also recently introduced a new computer system, and on my visits staff appeared to be struggling with it and were having to follow printed instructions to complete processes. I appreciate that new systems take time to learn, but alongside everything else, it has added to what has already been a very disappointing experience. I genuinely expected much better from Dreams, particularly after spending £719 on a mattress. At this point, I don't simply want another promise that somebody will contact me. I want my complaint to be properly acknowledged, investigated and resolved. I also want Dreams to take into consideration the advice I was given when purchasing the mattress, the fact that the mattress is not suitable for me, and the repeated attempts I have made to resolve this through both the shop and customer services. £719 is a lot of money to spend on a mattress that I cannot comfortably settle on. I don't think it is unreasonable to expect proper customer service and after-sales support when there is a genuine problem. I honestly don't know what else I can do, which is why I have decided to leave this review. I am very disappointed with both the mattress and service, perhaps more importantly, the way Dreams has handled my concerns and i was not told at the time that to use the 100 day exchange this aslo has extra costs and any money due back would be in credit notes this is still ongoing, and I sincerely hope that someone at Dreams actually acknowledges this review and takes the time to properly deal with my complaint. Because I'm having to sleep on a mattress that is making my health problems worse and with me being in add unnecessary pain as every day passes

Did the dreams sleep test with Pam, super easy and chose our bed within half hour

Brisilda was very informative and gave lots of information helping to choose the right bed.

Been in warrington store today just for a look and Chris was extremely helpful we ended up walking away with a new bed mattress and pillows, the lot. Thanks guys

Chris Kieran and Richard were all really helpful showing us around and showing us different options and guiding our purchase. Chris did the final sale and was great whilst the other two were entertaining our children with drinks and jokes. Thanks guys

We went to Dreams in Bromborough on the Wirral as the first store in our search for a new bed. We met Simon who was amazing, really friendly, careful to find out what we needed and who made us a great cup of coffee! He suggested we tried the Dreams sleep system which was incredible and generated a list of mattresses which were recommended for us.
The list of mattresses ranged in price but there was no pressure from Simon to buy the most expensive...though we did as it was incredibly comfortably. He helped us to consider our options for divan bases and headboards and again did not put any pressure on us at all.
Once we decided what we wanted Simon did his best to ensure that we got the best deal and agreed the delivery date.
All in all it was a stress free experience and we are sure that we have absolutely got the right bed and mattress for us at great price.
Thanks so much Simon and Dreams!

Best pillows ever!, Raghuraj was very helpful with assisting me to find the best pillows in store, also gave me advice on taking care of my new pillows.

We were served by Karen on our visit in store, her patience with us and her knowledge was first class. There was a good range in store with absolutely no sales pitch. I would highly recommend this store

Very poor Customer Service. We phoned to make an enquiry about a delivery and were put on call-back. Waited all day for a call but no one rang. Hate it when businesses take your money then provide useless after care. Reviews are generally good so I hope this is a one-off.

Delivery date was changed without any contact from the company or the local store. Trying to get hold of someone at central customer service proved impossible. When I managed to speak to my local store, the member of staff asked if we had amended order after it was made on 11.7 - we had not changed anything and have the printed and emailed confirmation from that day with no further contact. My partner has lost a day of annual leave unnecessarily due to this date being changed.

Michael in Havant Dreams helped my mum purchase a new mattress, he was very helpful and informative.

I was given the whole experience of trying mattresses and had good explanations of them all. I didn't feel pressurised into making a decision. The whole process was pleasant and easy

I’ve tried contacting Dreams regarding an issue with my mattress, but unfortunately, getting through to customer service has been extremely difficult.

This morning, I contacted them and was told that I would be placed in a queue and that I would receive a callback. It is now almost 4pm, and I still haven’t received a call or any indication as to whether someone will actually contact me today. I’ve been told to wait until 6pm, so I will continue to wait, but I find the whole process incredibly frustrating.

For a company as large as Dreams, I find it unacceptable that customers cannot simply speak to a customer service representative when they have a genuine problem. Instead, you are placed in a queue and left waiting without any clear information about when, or even if, your call will be returned.

The issue is particularly frustrating because the problem is with my mattress, which I obviously use every night. The fault is affecting my ability to sleep comfortably, so this is not something I can simply put aside and deal with at a later date.

I have also tried using the live chat service on the Dreams website, but that hasn’t provided any useful way of actually contacting someone either.

I understand that customer service teams can be busy, but this experience has been extremely disappointing. I simply want to speak to someone about a problem with a product I have purchased from Dreams, yet I am finding it incredibly difficult to get any assistance at all.

I hope someone can contact me as promised and resolve this issue as soon as possible.

We visited dreams in Eastleigh and spoke with Mike who was extremely helpful and gave us good information and guidance on our mattress choice. Explored all options. Return visit and purchased our chosen mattress with Rob who was also very kind and thorough and has incredible knowledge as to mattress choice.

Rosie was very lovely and very helpful! Great customer service.

Fantastic service from Amy Dreams Wakefield! Super friendly and knowledgeable, showed me a machine to get the best recommendations and instantly had a good idea of the right fit for me in my price range. Absolutely would recommend to everyone!

Absolutely shocking experience.
We ordered a king-size mattress on 9 July and were assured by the sales assistant in-store that it would be delivered on 5 August. Although this was already quite a long lead time, we accepted it based on that promise.

As the delivery date approached, we received no communication whatsoever regarding a delivery slot. After spending two hours trying to get through to customer service, we finally discovered that the store had never actually placed our order. We were then told that the new delivery date would be 27 August, more than seven weeks after the original purchase date.

To make matters worse, following this conversation we received a confirmation showing a double mattress scheduled for delivery on 27 August, despite the fact that we had ordered a king-size mattress. We immediately queried this by email but never received a response.

The entire experience has been incredibly frustrating. Customer service appears to be overwhelmed, with minimum waiting times of around two hours on chat, and the overall service felt disorganised, sloppy, and poorly managed.

We were particularly disappointed because we have guests staying with us and specifically needed the mattress well before the end of summer. Given the repeated mistakes, lack of communication, and poor customer support, we ultimately cancelled the order and will not be shopping with Dreams again.

I would not recommend Dreams based on this experience.

The customer service promised the refund will be with us within 7-10 working days. We are now pushing 14 working days and wondering whether DREAMS stole money from us and never intends to refund it. I have spoken to a CS agent and they promised to send me an email confirmation re our discussion, stating 'the refund should be with me in a few days'. FEW DAYS.
Did i receive an email? Have a guess... SHOCKING. NEVER AGAIN.