Dreams Reviews 

Shani in West Drayton was a massive help with my sale was a pleasure to be served by her

Rebecca helped me today in store she was very friendly and helpful and showed me different options, didn’t make me feel rushed and engaged in friendly conversation, thank you Rebecca!

Absolutely appalling customer service.

I bought a mattress over a month ago, and my delivery was scheduled for 5 August. The day before delivery, I received an email saying it wouldn’t be delivered due to supplier issues and that I’d be contacted within 48 hours with an update.

It’s now been over 48 hours, and I’ve heard nothing. Their phone line is switched off, live chat is unavailable, and my emails have gone unanswered. Customer service is practically non-existent.

If you’re thinking of buying from Dreams, I’d strongly recommend going elsewhere. The lack of communication and complete disregard for customers is unacceptable.

Such a great experience in store today. We came in just looking for inspiration but the amazing Douglas showed us a mattress that we can’t get out of our head. He was absolutely amazing and made us so comfortable. He was really knowledgeable and a wonderful person to talk to. Amazing experience

Really good service and knowledgeable staff, very friendly and customer focused. Jenny and Anna made our experience productive and made us a lovely cup of tea and coffee. They were very atuned to the needs of the customer.

I’ve purchased two Hybrid mattresses, which was scheduled for delivery on July 20th 2026. Then I got a voicemail saying that the delivery date has been changed to August 25, followed by an email saying that the order would be delivered on August 21st. Bear in mind, I had already gotten rid of my old Mattresses on the 17th July, in order to make way for my new orders free collection via the local Council. As Dreams was charging £90 for removal of my old mattresses. When I’ve placed the mattresses order with Dreams, they gave me a package of 4 free complimentary pillows, that they said cost £40. I have to cancelled my order, as I couldn’t waited over a month for my delivery and returned back the unopened pillows to their store where I had purchased the mattresses. I had a refund, but Dreams has still deducted and charged me the £40 for the pillows that I had returned back to them!

Customer service was really good! Dee and Richard were very helpful

Placed order for £3.5k mattress, delivery date today Thursday 06.08.26, was confirmed via email 3 days prior. Today no message or call re expected time so tried the chat to us, a 4 hour wait followed! Then finally got through to find new date is 26th 3 weeks later, no email no comms nothing, leaving me with no bed as I had removed ours ready given the 3 days prior confirmation. Have purchased prior a few years back and now is truly awful I would advise you to avoid. Once I finally got through to a person following a 4 hour wait they did help, however not a lot they can do re delivery date being any sooner so stuck with no bed for 3 weeks. I really expected more from dreams but reviewing the more recent reviews, I see I am not alone in my unhappiness

Great experience, very helpful

Dan from gravesend branch was super amazing in helping and answering all questions.Always a pleasure getting my bed from dreams and cheers to the team as we got a beautiful super king size bed/mattress combo!

Raghuraj was extremely helpful and knowledgeable
Great customer service

Recently visited the Chesterfield store, where there was an excellent choice of products, plus an outstanding level of service provided by their employee Sarah.
The Sleep Match facility was utilised to give a more accurate suitability choice, which proved extremely beneficial when choosing.
Drinks were kindly provided during a detailed explanation of mattresses and bed frames etc.
Highly recommend this store and will definitely be returning to purchase future products.

It would be 0 stars or minus if I could.
Shocking carry on all round.
Price promise is a joke, customer service is a shambles on all levels.
Orders not being added to systems in a timely manner, so no access to my account for nearly 7 days. Emails not answered, 2hrs and 6 minutes on hold. 10 Days to wait for a refund apparently! Bogus voicemails left saying they called would try again? When I know for sure they didn’t ring. AVOID AVOID AVOID at all cost.

Excellent informative experience. The assistant was patient and explained everything to us.

Today I visited the dreams store in Irvine, Scotland and received excellent customer service. I went in to ask for information on purchasing a bed and the member of staff Debbie who assisted me was extremely helpful and answered all of my questions. Highly recommend!

sean from warrington shop very nice man very professional and very helpful

Wonderful service with James this afternoon. Very approachable and friendly. Helped immediately with my query. Thank you so much.

Went into Bournemouth store and James helped us. What fantastic customer service he gave us. Offered us a drink as it was hot outside and helped us on the mattress sleepmatch. He was the nicest shop assistant I’ve come across in a while. He’s an asset to Dreams

Ben at the Straiton store in Edinburgh was very helpful. I took a while to decide what i wanted, and went into the store 3 times. He was very patient and the other colleagies were so friendly. He didnt mind when I kept changing my mind and was serving other customers. Great service

TLDR: Ordered a mattress for next day delivery, over a week later it still hasn't turned up, and its impossible to speak to anyone to resolve the issue or cancel the order.

Long version:
I ordered a mattress for next day delivery last week, it has still not been delivered over a week later. I got an automated email from the courier saying it would be delivered the next day, with a delivery slot. It didn't turn up that day and I got another email saying it would be delivered the next day (friday). It didn't turn up and this pattern repeated on saturday delivery and monday delivery. I contacted the courier and they said they had never been sent the mattress. I then contacted Dreams through the online chat, it took 3 hours to get through to someone who told me they had spoken to the courier and it would be delivered the following day. Again it didnt turn up.

The next day I waited another 4 hours on online chat, finally got through to someone who immediately closed the chat saying I had another chat open (I didn't), when i said i wanted to cancel the order and get a refund. I tried phoning and got an automated message saying we are too busy to take your call, try online chat. Online chat then said I was number 235 in the queue.

Customer Service is hopeless.