Dreams Reviews 

The service was fantastic. Great shopping experience.

What a shambles this company is!!!
From the moment I placed my order it has been a disaster !!

Still not received my order after having a confirmed delivery date and time by e mail and text.

Can’t talk to anyone and a day before any contact back.

Amanda was fantastic from the very start of our first visit. She helped us with choosing the perfect mattress for us, she listened to our concerns and was very knowledgeable on how to remediate them. We have found our dream mattress and had lots of fun doing it. Thank you so much Amanda!!! You’ve been brilliant.

Excellent services McKenzie did very well

Store looks beautiful. The staff were incredibly friendly and helpful. Would recommend to anyone.

Order SO001059817

***Read other reviews - there is a familiar pattern to ours regarding lying about delivery days and terrible customer service. Don't expect your matress on time ***

We purchased on 1st August a masters guild Mattress at £3,000
Customer service at the strore was 100% .

We were given a date of 29th August as delivery date -almost a month - as the matresses are 'hand made'.

This am - 2 days before due delivery date we are emailed a new delivery date of 22nd September. Zero reasons for new delivery date zero reasons why there is a delay.

We gave had ZERO communications from Dreams re this order, this is a unnaceptable service -especially given we've just skipped the old mattress.

When you spend £3,000 you should not expect to have to wait almost 8weeks for the item.
The very least we expect is an email stating there is a delay.

Dreams can't be bothered to answer the phones or call back via the requested call back service so we have called the store and cancelled the entire order.

**interestingly, John Lewis have Harrison Spinks mattresses and can deliver within 3 days**

What started as a very positive experience with this company has developed into a very negative one hence why we will take our custom elsewhere.

Jonathan Hirst, Chief Executive Officer of Dreams, should be ashamed of the service and negative zero customer service this company, under his management is offering.

Really good experience at barrow, Emma & Lauren really helpful

**Appalling Customer Service & Unacceptable Delays – Avoid!**

I am deeply disappointed with Dreams. I placed an order expecting a reasonable delivery time, only to be informed that *none* of the furniture would be available for at least three months. It is completely unacceptable to sell products without transparent lead times.

To make matters worse, getting my refund has been an absolute nightmare. Their customer service team is impossible to reach. I have spent two weeks trying to get through on the phone lines, and my messages on their live chat have been completely ignored. There is a total lack of communication, accountability, and basic respect for customers' time and money.

Holding onto a customer’s funds for weeks after failing to fulfill an order is unacceptable. I am now forced to escalate this through my bank to get my money back. I will certainly not be buying from Dreams again, and I strongly advise others to look elsewhere.

Julie in Dreams Llandudno was fantastic, polite, very knowledgeable and professional. She made us feel at ease when trying to make our decision.

We went to look at beds at the Catford store, the staff were very helpful and we ended up buying a mattress and bed. We had to wait a few weeks for delivery (which they told us from the beginning) but when it did arrive we were very happy with it.

I ordered a mattress from Dreams with a delivery date of24th August. The driver kindly called before bringing it up and I saw the mattress had my name on but was a completely different, cheaper brand to the one I ordered. The driver was helpful and took it back, explaining the wrong item had been supplied from the warehouse.’ ‘What is not acceptable is that Dreams have not contacted me at all to explain what happened or when I will receive the mattress I actually ordered.’ ‘It is now Wednesday, and nobody has bothered to contact me.’ ‘I have been calling non-stop, leaving my details and asking them to call me back, but there appears to be no straightforward way to speak to a customer service agent.’ ‘I find this incredibly frustrating. I paid for a mattress, it was not delivered as ordered, and Dreams have failed to resolve the situation.’ ‘I am disputing the payment with my credit card company.’ ‘Honestly, this has been the worst purchase experience I have ever had. I would not recommend Dreams.

I ordered my bed 25.5.26. It did say up to to 9 weeks delivery. I did get a delivery date on 27.7.26. I was waiting for my 2 hour delivery slot info but instead I got a delayed delivery note.
New delivery is now 28.8.26 since then I have not received any information so I am not sure if it is arriving on Friday. I have tried ringing, they only offer call back by 6pm. That did not happen!!
So frustrated and angry at the miss or lack information.

Dreams were due to collect my incomplete order today. They haven’t. This is a continuation of my previous review. I had what I thought was an honest conversation with a member of the management team. He confirmed my collection was scheduled and refund flagged. I received e- mails and texts this morning to confirm the time. Time passed no collection. Rang the stated driver who said order was cancelled and he doesn’t cover my area anyway. Back to square one.

When we went to buy our new mattress the sales woman talked to us about sleeping habits, preferences etc. before putting us on the sleep machine. We got the mattress that was perfect for my partner who has trouble sleeping. It was a little hard for me but the addition of a good mattress topper solved that problem and now we both sleep like babies

Feels like I’m being scammed?!

If they fail to deliver your item on the selected date (apparently missing box for the bed frame) , don’t expect anyone to help you. It’s been a week, and it’s impossible to reach customer service by email or phone. No one has an answer, and no one gets back to me. The delivery hasn’t been rescheduled ever since.

I visited a local store, but they couldn’t help because I placed the order in a different store. Extremely frustrating and completely unprofessional customer service.

I’ve been without a bed ever since, having to sleep on the floor on my new mattress, while waiting for my refund. I have no idea when—or even if—I’ll get my money back.

I will never buy anything from Dreams again. The worst experience and incredibly stressful.. Totally unacceptable to be ignored.

Shocking Customer Service- do not buy from!

We ordered a bed and mattress on the 1st August 2026 and was told delivery would be the 27th August. We told the lady in the store in Colchester that we needed the bed for the first week of September for an elderly relative so we were happy with that date. Yesterday, two days before delivery we receive an email saying sorry but your beds not coming until the 24th September!!!! That date is not guaranteed either. This is totally unacceptable. Of course I’ve tried to ring the store we ordered the bed from, they’re not answering the phone, the live chat is not working and customer services asked me to leave my number and they’d call me back by 6pm. Obviously that did not happen. What am I supposed to do with my relative who is in their 80’s for a month? I am
disgusted with the customer service from this company and will not be buying from them again. This is clearly not an isolated incident looking from the many other reviews on here.

I ordered a bed and mattress which was to be delivered on the 13th. I received a ring less voicemail the day before saying the the bed frame had been rescheduled to the 25th. I tried for several days to get into contact with customer service for some clarification on what happened to the mattress but i couldn't get through to any one.
The 25th has now been and gone and the bed frame has not turned up and customer service only did a call back service which i got no where with.

I wouldn't recommend using this company, You'll spend loads be ignored and get nothing.

I placed an order on the 8th of June 2026, for it to be delivered on the 26th June. Our driver called and said our mattress was damaged by staff loading the lorry. He said he didn’t feel comfortable handing over damaged goods (this part of the service I appreciated greatly). I new date after me chasing them for over a week was was then the 28th July a whole month later… I then waited all day then with no communication from the company, I then was waiting for a call back and online chat for over 5hours!! For someone to finally talk to me, to be told (what I already summarised) that my order was not being delivered and a new date of then 27th August was arranged ( we are now at TWO MONTHS)… today we received another email (25th August) that yet again our mattress will not be delivered again and that the new date is the 24th September is possibly when it will be delivered. This is really poor service and I have throughly lost faith in a company I have brought things from on the past, I will not be using them again on the future as I cannot trust their service. I am cancelling my order. From date of order to this potential new date will be 4months of waiting for a mattress!

What great customer service....Martin, Michelle, Dawn and Josh all went above and beyond! If I could give you more stars I would!