Dreams Reviews 

Just where do I start?

A few years ago, I purchased a mattress from Dreams. Despite rotating it as instructed and taking good care of it, the bottom edge has completely collapsed, and one of the side walls has also failed.

Thankfully, I took out the insurance. However, what should have been a straightforward warranty claim turned into weeks of frustration, countless emails, and two separate inspections before Dreams finally agreed that the mattress was faulty and approved a replacement.

Here’s the frustrating part: Dreams has now discontinued the mattress in my size. After reading reviews online, I’ve discovered that I’m far from the only customer to have experienced this exact issue. It appears others have suffered the same faults with this mattress.

To be fair, Dreams has offered me the opportunity to choose a replacement mattress, including an upgrade, and I do appreciate that. However, offering £340 towards an upgrade does not, in my view, fairly compensate for the time, stress, inconvenience, and effort I’ve had to invest just to reach a resolution. I now also have to take more time out of my day to visit a store and choose a new mattress because of a fault that was never my responsibility.

I’ve submitted a counteroffer and genuinely hope Dreams does the right thing. In my opinion, the mattress should have been replaced from the outset, particularly if they were already aware that this supplier had experienced similar issues. Customers shouldn’t have to fight for months to receive the outcome they were entitled to in the first place.

I’ll update everyone once I know how Dreams responds.

The Customer Service I received from Claire in store was excellent. Claire explained all the options with mattress choice right through to choosing a delivery day. Glad to see great face to face Customer Service from someone who obviously knows their job and wants to help people choose the right bed. Thank you Claire 😊

Went into store in Weston super Mare friendly staff but ordered online as it was easier to to it at home to arrange delivery arrived at the agreed time absolutely first class service.

Dinesh knew exactly what we need and all his recommendations were so on point! We made the decision I know I won’t regret in 15 mins!!! Love the shopping experience here with Dinesh!!

Great expert, knowledge, and efficient service from Dinesh he is an expert who knows what the customer wants really impressed t

Excellent service from Kerryn who is passionate and very knowledgeable. She understands customer service!

Friendly staff, great product knowledge and overall great customer service, which makes a refreshing change these days. Would highly recommend.

Brilliant and easy, very friendly, not pushy and answered all our questions. The bed analysis machine was also a lovely touch for confirmation. Megan really helped us all the way though.

I had an amazing experience from start to finish. The staff were incredibly friendly, patient, and took the time to listen to everything I needed. Hanan explained the different mattress options without any pressure and answered all of my questions clearly.

I was able to try a variety of mattresses, which really helped me find the one that suited me perfectly. Their knowledge, professionalism, and genuine willingness to help made the whole experience enjoyable and stress-free.

I would highly recommend them to anyone looking for great customer service and expert advice when choosing a mattress. Thank you for making the process so easy!

Went in yesterday to be greeted by a lovely lady from start to finish helped me find the perfect mattress for me , went back today to be greeted by the same lady , today who helped me order my new matress so kind and welcoming : served by Jane in Chester. Thank you :).

Fantastic service with Sam at Dreams York! Super helpful and really appreciate sorting the fast delivery :)

Great service from both the staff inside Harlow shop, very helpful and friendly.
Delivery team were on-time, friendy, courteous and took care during the delivery and set up of products too.

Originally I went in and purchased a Thermapur 2800 double matress along with a new base and headboard.

Unfortunately, the matress wasn't right for me, and despite having the 100 days exchange policy that i could have taken advantage of, the fact that I found the matress very hard & uncomfortable for me, this meant that I didn't sleep in it more than half a dozen times if that since I purchased it, because as a full time lorry driver I couldn't be waking up tired with an aching back and shoulders as a result of sleeping on too firm a matress.

After approx 130 days, I contacted customer service to explain my situation and see if there was anything they could do regards extending the 100 day cooling off period - and a few calls later & they called me back to say I could go in and choose another matress that I found more comfortable, providing the original purchase was still in mint condition and as new of which it is.

In the end I went for a Silent Night sleep response relieve 2000 which felt a lot more comfortable; softer yet still supportive. I found the £95 exchange fee to be fair (outside of the 100 day return policy)

All in all I recieved a great service from Dreams, I will leave a product review separately after ive received it.

As others have said, this is a one star review simply because it doesn’t give the option of awarding ZERO.

I ordered a mattress on next day delivery. All good, delivery company called me to say I was the next delivery. I called them back when they didn’t arrive, only to be told they were outside my address. They were not. Dreams had given them an identical address which was unfortunately in a different town 5 miles from me. They said they could not change the delivery address unless they had an instruction from Dreams.

One call later, 50 minutes in the queue with the most god awful on hold music, it was answered by a woman who said the address they had was correct but she put me back on hold to talk to the delivery team. She took me off hold for another 10 minutes and said she didn’t know how the mistake had happened but that she would transfer me to them to rebook the delivery. That was a full hour after I started the call. The recorded message says I’m number one in the queue and they expect to answer in “approximately one minute”. That was 59 minutes ago.

I am beyond angry. They are completely useless. I don’t know what to do next because they have taken my money but I’m at a loss.
The best advice I can give you is DO NOT TOUCH THIS COMPANY!!

Great service and staff in Llandudno

Sarah is great so much fun! Very helpful!

Lovely staff and great customer service would definitely recommend

Professional and polite

Great service, discussed options, used bed diagnostic, shown options, offered water and shown pillows.

Great service from Chyna, very helpful with our mattress purchase!

Visited store today and was helped by Jane to choose our mattress.
A very straight forward transaction with even free mattrass cover and pillows.
Jane was was so knowledgeable and straight forward no sales talk which is what you want.
I would highly recommend Jane and Dreams and will shop their again.thanks Jane