Dreams Reviews 

Great customer service from start to finish at Tamworth. Welcomed into the store by Sam who then looked after us for the next hour or so. Very patient and helpful. Nothing too much trouble. Looking forward to our new mattress landing! Thanks Tamworth team.

Extremely poor service. I will never be using this company again.
We ordered a Mattress on 18th July and we chose our delivery date as today (21st August). In preparation, we have been busy all week dismantling and disposing of our previous bed in order to make space for the new Mattress.
Yesterday evening we received an impersonal, generic email saying our Mattress would no longer be delivered and is now scheduled for delivery next month (14th Sept). We are now left without a mattress to sleep on and I have tried to contact the company via live chat, email and phone and I have received no response.
Unacceptable customer service and service levels mean I would never recommend buying a mattress from this company again.
Now, I am left sleeping on the floor with no information as to why my Mattress is delayed and no compensation for the extreme inconvenience caused.
After reading other reviews, I now also fear that the Mattress will not even be delivered on the 14th September and will be delayed further.

Abdul from Staples Corner... I can honestly say the service the diligence and more important the listening skills were there to support my choice it wasn't just a standard oh yes I want to bed by anything now we went to serve every possibility high and low I can honestly say this individual made my day today I'm extremely happy by the level of service and equally the intelligence attached thank you

Very disappointing customer service

I’m extremely disappointed with the after-sales service. One of the bedside tables I purchased has a charging function that does not work, and I have been trying to get through to customer service all day with no success.

I paid a significant amount for this order and expected both the furniture and the customer service to be reliable. It is incredibly frustrating to have a faulty item and then be unable to speak to anyone to get the problem resolved.

At this point, I simply want someone to contact me and arrange a repair, replacement or appropriate resolution. The lack of support has completely let down what should have been a straightforward purchase.

We bought a bed and two mattresses from the Chester Store. We were given an allotted delivery time 9.45 to 11.45. They did not turn up, no text message no phone call, nothing. We visited the website where you are told to ring customer services, this is where it gets really bad, there is no customer service, you are immediately redirected to a call back service. We wasted over two hours waiting in for a delivery and have now waited for five hours for a call back that hasn’t come. The only option we now have is to return to the store to seek a refund, a shocking way to treat customers.

Amanda at team valley gave me a friendly welcome - offered me a coffee and delayed her lunch break to find me a mattress.

We had a very enjoyable visit to Dreams in St Helens retail park this morning to order my sister a bed. We were looked after very well by Chris, who went through a lot of information with us to help find the right bed and mattress for her needs. I felt that he listened carefully and was very knowledgeable about the different mattresses, he didn't hurry us or push us at any point and it made the whole thing a pleasure to do.
I highly recommend this store!

Cancelled delivery on the Friday before scheduled delivery date of Monday, with a suggested redelivery date 4 weeks later, leaving us with no bed or mattress for our move. Zero customer service or ability to get through to someone on the phone. Do not use this company!

Great experience greated by Paul as soon as we entered store in white city Manchester was offered beverages, such a relaxed professional experience recommend to anyone

Very satisfied with the service by Katie 100 percent

The delivery of the bed frame was fabulous. The delivery guys could not be faulted. Helpful, polite, clean and courteous. The bed frame itself is lovely however there were some minor scratches and dents on the headboard which were disappointing at the price point. These must have been present before the item was packed because the packaging was outstanding. So really a quality control issue.

Appalling customer service, I took a day off work fora delivery i pre-booked. It didn't turn up, and nor was I contacted, I still haven't been contact. The customer service is too busy to take any calls and I haven't received al call back. If Dreams are unable to fulfil my order or to even contact me, I will have to take them to the small claims court to get my money back, and I will not be using them for the new bed I need to buy.

The service and knowledge was faultless. Very pleasant to speak with and we got what we wanted and needed.

ABSOLUTELY DIABOLICAL SERVICE FROM DREAMS!!!!

This is now my second review with no resolution to our problem.

We went into the Derby branch on 7th July 2026 and purchased a new bed and mattress totalling £2,500!

We had originally set the delivery date for 31st July 2026.

31st of july arrived, no phone call or confirmation email about the delivery. We chased it up calling the branch.

We were told it would now be delivered 22nd August 2026. I explained that this is unacceptable as we've moved into a newer house with no bed to sleep on and we had chucked the old bed in preparation for the new item. My partner was at the time 29 weeks pregnant!

Today (21st August 2026) my partner, now 32 weeks pregnant has called up to see about a time slot for tomorrow's delivery, only to be told again it'a now delayed a further week!

My partner started crying on the phone to the manager at Derby store due to the way he spoke to her and zero empathy was shown.

I have now phoned John (store manager) myself and expressed my anger at him, to which I got "it's not my problem!". I explained it is, as he works for the company and is the manager of the branch we purchased the bed from.

I have tried to call head office and have been put in a call back queue.

Absolutely DISGUSTING SERVICE.

I am now on way to my local branch to get answers.

I want this sorting by Tomorrow otherwise I am taking legal action!

Eve (dreams staples corner) was very helpful in finding us the right matress that suits our needs. Her knowledge and approach was second to none.

Dreams has very good products but their customer service is a nightmare, I bought a mattress online and they said that they would deliver it within 3 weeks.

After 4 weeks of waiting and no news from them, I tried to contact them, their telephone service or live chats are always busy, waiting times of up to 2 hours is standard if you are lucky to be put on the waiting queue, most times they tell you to call back later.

I went to one of their physical shops and they said they could not help, at the end I submitted a help request online, they replied in 4 days and my mattress was deliver 6 weeks after I bought it.

I visited Dreams Eastleigh earlier today to purchase a new bed. I experienced a warm welcome as soon as I entered the store from Mike and David who listened to my requirements, were very knowledgable and, helpful and I came away with the bed that I needed. Excellent Customer Service

Absolutely Appalling Customer Service – Left Sleeping on the Floor

I am extremely disappointed with Dreams and their customer service following a fault with my Sleepmotion 200i adjustable bed, which I only purchased in February 2026.

The bed has suddenly stopped working and is stuck in the reclining position, meaning I cannot use it properly. I have a very bad back problem and, because of the position the bed is stuck in, I have been left having to sleep on the floor.

Trying to get help from Dreams has been an absolute nightmare.

I called customer service and the automated system told me I was position 2 in the queue and my call would be answered in approximately 1 minute. I was actually left waiting for 1 hour and 27 minutes before somebody finally answered.

When I eventually got through, I spoke to Emily. Despite me remaining polite throughout the conversation, I found the way she spoke to me extremely rude and unhelpful. I have a recording of the call.

Dreams have now ordered a part which they think may be faulty. However, I have been told that when the part arrives, I then have to call Dreams again to arrange an engineer. Considering it is currently taking me up to two days just to get through to somebody, I honestly dread having to start this whole process again.

Their online chat does not work for me either, so there seems to be no reliable way of getting urgent assistance.

I also contacted Dreams previously and received an automated message saying somebody would call me back before 6pm. Nobody called.

This is an adjustable bed that is only around six months old. I did not expect a bed of this age to fail, and I certainly did not expect this level of after sales service when something went wrong.

I am now stuck with an unusable bed, sleeping on the floor because of my back, waiting for a part that might solve the problem, and then I am expected to spend potentially hours trying to contact Dreams again just to arrange an engineer.

Order number: 332A017209

I am posting this review in the hope that somebody senior at Dreams will actually take notice, contact me urgently and take ownership of this problem from start to finish rather than leaving me to keep chasing customer services.

I would appreciate somebody from Dreams contacting me as a matter of urgency.

I went in was served by Gary Bale in dreams st helens, he was very friendly offered my mum and myself a cup of tea he showed me sleep match I used it I thought was nice comfortable, he shown me mattresses about 3 I chose my mattresse very happy with what I picked I bought a cooling pillow very happy with service he provided

I received excellent service. Amanda from the team valley store was really welcoming and helpful when explaining my mattress and bed frame options. The sleep match system helped me find the best mattress support