Dreams Reviews 

please make this better and quote legal breaches Recently purchased the Yokohama Ergomotion bed for our disabled son and as normal paid the deposit to reserve it whilst we await for it to be in stock. We received to confirm that the bed was available to be delivered on the 29th May. However, we delayed this due to renovations at the house. We then made the final payment on the 5th August and arranged delivery for the 14th August, received a phone call from dreams who left a voicemail due to not being able to answer the phone, in which the message informed us that if we don't make payment to clear the balance then we would loose our delivery slot. On receiving the voicemail we called to find out what was going on given we had paid and after being kept in a que for 2.30hrs we were told that Dreams would not be able to deliver the bed as both slot and stock had been reallocated due to Dreams not updating their system to show payment being receive and based on this Dreams will come back to us to confirm when they can next deliver. Given that this bed is for my son who is disabled, he is now facing sleeping on the floor due to his old bed being collect on the 14th, Dreams response to this "nothing I can do accept get a manager to call you back within 24hrs" This is not good enough, I would not recommend this company to anyone and clearly their is something wrong with business as 2.30hrs waiting on the phone to speak to someone, customer service lines closing when wait times exceed 90mins and as for talking to someone on the chat you will grow old before you get to speak to someone, not to mention the clear breach of the consumer regulations act and the Equality Act

This is my first review of a company on Trustpilot and may not be the last..Where do Dreams get great reviews on Trustpilot...........honestly, the customer service is a nightmare to get through, from calling to say experiencing large volume of calls and cut you off to online chat, which is supposed to be answered in 1 minute.......bloody joke. We were informed at 12.30pm (today 10th Aug) that we were number 330 in queue, 3 hours later, we are down to 95 and no doubt that is another 2 hours !!!!!! I sent an e mail last Monday, given a reference number and no response. I have tried ringing again and to be informed office call hours are 9 to 4, but website says 9 to 5. Cant believe this is what you get from a supposidly caring company. I assume the reviews are written by employees, over and over again, as this is not acceptable to honest hard working people who pay good money for their products and no way to treat customers. Called into Gateshead store and i assume manageress, gave us number to contact and said our problem would be dealt with straight away, well we are still waiting............does anyone actually work in customer services

I have been trying to ring customer service and was told to try the Live Chat. I was then almost 300 in line and was holding for just under 5 hours. I got through to an agent who said i was placed in the incorrect line and would be transferred. The chat then never progressed, so i wasted all of that time.

I attempted to ring customer service again at 4:25pm which is supposed to be open from 9-5pm, only for the automated recording to state that people have gone home for the night and to try again tomorrow.

We ordered and paid for a new bedframe and mattress from Dreams on 2nd April. At the time of purchase, we were advised that delivery would take approximately 6–9 weeks.

However, as of today, 10th August, we are still waiting for our goods to be delivered.

Despite the significant delay, we received no correspondence from Dreams to update us on the status of our order. We therefore had to chase the matter on numerous occasions throughout May, June and July.

We were eventually provided with a delivery date of 31st July. Three days prior to the scheduled delivery, Dreams confirmed that the delivery would go ahead and advised that we would receive a specific delivery time 24 hours in advance. However, just one day later, we received an email informing us that the delivery would be further delayed.

Since then, we have attempted to contact Customer Services by telephone, but after waiting 45 minutes on hold, we were forced to hang up. Our subsequent emails have only received automated responses, and we appear to be no closer to receiving either a satisfactory explanation or, more importantly, the goods we have already paid for.

We find the level of communication and customer service throughout this process extremely disappointing. The order is now considerably beyond the original 6–9 week delivery timeframe, and we have been left without any clear information as to when we can actually expect our bedframe and mattress.

Dreams at the Poole branch was a great experience. Joe was very knowledgeable and walked me through all the steps on choosing a great mattress. I felt at ease and she understood my needs. She helped set up the buy now pay later too and made this again very easy to understand. Thank you Jo!

Me and my husband bought mattress today. It was such relief as we were searching for mattress for nearly a month and couldn't find the one that we liked. In the store, we were greeted with such welcome. The guy who looked after us right from the start, Phillip, was the most patient, kind, helpful, caring and fun to be around person we could've had. He took his time to listen to what we wanted, he answered the million and one questions we had without rolling his eyes, he let us try the mattresses and explained the advantages on each mattress that we were looking at. It is not easy to choose good mattress and it could be quite stressful choosing the right one but Phillip made it simple, fun and very enjoyable. Every shop needs a person like him. Then shopping would be fabulous every time!

My mother ordered a bed and mattress from Dreams. The mattress arrived, but the bed didn't — with no explanation from the company. She had to chase this up herself, which took hours on the phone. When she finally got through, the person she spoke to had no solution and simply asked her what the problem was, as if she were expected to explain their own error to them.

She was then told there was a "system error" — apparently when you order two items together, their system cancels one out, so only one gets delivered. Their fix for this was to tell her to cancel the order and place it again, which she did.

The bed still didn't turn up on the newly assigned delivery date. No call, no message, no explanation. Because it happened over a weekend, she was left waiting with no way to resolve it. When she called customer services again, she was hung up on.

This has cost her significant time, effort, and stress for something that should have been straightforward. Dreams have shown no accountability at any stage of this process. I'd strongly recommend thinking twice before ordering from.

Excellent. Helpful , and Nathan helped me find the perfect mattress. Highly recommend

Jason was really helpful and friendly.
Was offered a drink. Explained different types of mattresses to us to help us find the mattress that was right for us.

Horrific no service no delivery no response!!!!!!

I am shocked this company is scoring high. Never have I ever experienced such a terrible customer experience
Order placed in June / goods not delivered I have been trying to contact them since July
Ignored 20 plus emails
Phone service has 2 hour wait times so never managed to get thru
Online chat 2/3 hour wait times so never managed to get a response

I’m £199 out of pocket and there seems to be no one to help and nothing I can do about it and if dreams responds on here and asks to to contact them then that in itself will be an utter joke as they have made themselves uncontactable !!!!!!!

I think they may have gone bust/ insolvent as I can’t believe a company would be this bad at responding if they were still trading it’s impossible to make contact and they haven’t delivered

Last chance now I have submitted a legal case against them via my bank as, as it stands right now I have been debited £199 and have appeared to received nothing for it and have no ability to contact this company so I have been conned.

I urge everyone not to place any orders with this company

Chloe at Ayr was excellent with service and made buying a new bed feel like a dream

Absolutely shocking customer service. Ordered a bed on 11th July, original delivery date was 3rd August, several mixed text messages later firstly saying delivery was cancelled, then it wasn't, then only the frame would be delivered only, not the mattress. Spent over 2 hours on hold to the customer service phone line, no answer, the online chat function offered me a £100 compensation but still no news on delivery of the mattress. New text message was sent on Friday saying the mattress would be delivered today but I would get a text message the day before with a time slot. No text message received. Am waiting yet again on hold to speak to customer services, over 115 in online chat function queue and yet another wasted day to find out when our mattress would be delivered. Spoke to the store who said on their system it says 28th August but they can not help any further. Shocking customer service and still no update.

Went to store at Farnborough to pay balance on an order due to be delivered in 8 days time. Told I cannot pay the balance in store as they have changed computer systems and cannot access any orders placed before this change. Told to go and pay the balance on line. They then started to show me how to do this and then realised this part of their system wasn't working so they gave me a customer service number to phone. They warned me that there would be a very long wait. Phoned the number only to be told that the waiting time would be over 90 minutes and did not give me a chance to even hold on. Also tried their on line chat and simply got told to phone customer services on the number I had already tried. To summarise:- Couldn't pay the balance in store and get any indication to confirm delivery date. Couldn't talk to them online. Couldn't speak to them on the phone. Eventually got through after phoning for the umpteenth time and waiting about 20 minutes. Things ain't wot they used to be.

Respected Maria ♥️♥️♥️
I would like to express my deepest gratitude to Maria for the truly outstanding customer service she provided. She was incredibly kind, patient, professional, and understanding throughout the entire experience.

Maria went above and beyond to help me, and her care and willingness to assist made such a positive difference. It is rare to come across someone who puts so much effort into helping customers and genuinely makes them feel valued.

Thank you so much, Maria, for your exceptional support, kindness, and dedication. You are a wonderful representative of your company, and your service deserves the highest praise. I am extremely grateful for everything you did and truly appreciate your help. Thank you from the bottom of my heart! ❤️

Trying to call Dreams customer service is a nightmare ive called several times and each time have had to que for an hour im number 2 in the que for over 25mins they claim high call volumes as the problem but surely that is subjective if your number 2 how long is each call taking. Really cant believe a word there saying in my case I need to order a new bed and mattress I chose in one of there shops only to be told I would need to order online
.....will think twice about buying from Dreams its now been 1 hour and still number 2 in the que and my call is expected to be answered in 1 minute
I hung up after 2 hours and 11 minutes
Have spoken to Angela on the Head office reception team explained my problem she has emailed the escalation team im am awaiting a call from them.
In the meantime I have emailed the CEO at dreams

Good staff were lovely , easy and help

Me and my husband went to our local dreams store in Llandudno for our bedframe and mattresses was greeted will a lovely employee who was very polite and knowledgeable couldn't do enough for us went on the mattresses chooser bed and came up with different mattresses to try because of my pain got asked if I would like a drink which I had a tea and was taken around the store we picked a ottoman bed frame with a mattress we sat down to do some paperwork to buy or mattresses and bed we were so impressed with the service we received bed came on date of delivery and old mattress taken would highly recommend Llandudno store delivery service and staff outstanding excellent all round 10/10

So angry and disappointed with Dreams. My son's new bed was due to be delivered yesterday (Saturday). 4.50pm on Friday they phoned and said they can't deliver it for another two and a half weeks. If I didn't accept that delivery date there would be a further delay so I'll need to take a day off work. I asked if they could at least give me a morning or afternoon delivery time so I wouldn't need to take a full day off and they said I'll get my delivery time slot the day before. Not helpful or understanding at all.
I'd arranged for the old bed to be taken away on Friday afternoon so my son was left with no bed. Someone knew I wasn't getting that bed as arranged yesterday before 4.50pm on Friday and chose not to communicate that. If they had contacted me earlier my child wouldn't have been left with no bed. Because of their poor customer service my 4 year old came home to find that not only did he not have the new bed he was excited about but he had no bed at all. He was so upset and we both had a terrible sleep last night.
The full weekend has been spent stressing and trying to get a second hand bed to use temporarily and a van to pick it up.
The customer service in the shop was great. Couldn't fault them at all based on that but it's obviously just the sales pitch then once they've got your money they don't care.

The lady (Linda) helped so much and made choosing a bed so easy to do

Great service, excellent delivery would definitely recommend