Dreams Reviews 

Worst experience. Would never recommend. We placed an after checking online and in store about rough delivery dates. The website mentioned 5-12 working days delivery. Place the order...fast forward , one day before delivery they email saying we can't deliver the order.
We had to wait hours on call to talk to someone in customer service department. They had no clue about next delivery dates and couldnt give alternated dates or even suggest an alternate model.
When we requested them to delivery atleast the mattress, they refused saying they cannot do too separate deliveries. Now we have nothing till they contact us and set new delivery dates which could be 3 or 4 weeks away.
Theres no coordination within departments. Customer service asks u to go to sales, sales to store and store to customer service. Horrible and they have 60 to 90 mins of waiting time🙄

We purchased a mattress today from Dreams and are extremely happy with our purchase. We were particularly impressed with the outstanding service we received from Abdi. He is a great young gentleman who was knowledgeable, professional, and polite throughout the entire process.

Abdi made our purchase experience smooth and stress-free, taking the time to answer all our questions and ensuring we found the right mattress for our needs.

We would highly recommend Dreams Chingford, especially Abdi, for his exceptional customer service. He is a real credit to the store, and we truly appreciate all his help.

Exellent service from Abdi .Very friendly and great guy .Very happy my purchase today and his help is very much appreciated.

I placed an order with Dreams online on the 24th July and selected the first available delivery slot being 31st July for delivery.

Having made arrangements for the delivery such as time off work, I received a very vague apology email from Dreams saying the delivery would be delayed, 2 days before the promised delivery date.

The new delivery date was given as 18th August, around a 3 week delay, which is obviously unacceptable. No reason was given for this delay.

I have been trying to resolve this with Dreams for 2hrs 30mins, having had a 1 hour wait in a queue for the chat, and a 1hr 30mins of being transferred around multiple departments.

Order consisted of a single bed and a kingsize bed, was offered to receive the single bed first, but I'd need to do a new order for just that item, and wait 2 weeks for a refund for the initial item! This obviously again wasn't acceptable so I was offered a £23 partial refund for the inconvinience. On a £1000+ order.

I am still on live chat now with my 7th advisor, with no reason given yet for the delay, no suitable resolution offered, and no bed!

10 minute delays between messages from the customer service team, sat here waiting.

I have asked about alternative mattress options and so on, no resolutions offered.

Very very unhappy and wishing I'd gone elsewhere.

Thank u. It was lovely quickly

We visited Dreams today and we met Amanda, who is an excellent super friendly representative for Dreams. The service was excellent with a comprehensive explanation of the sleep match system, various bed mattresses and pillows. We were offered hot and cold drinks and there was no pressure to buy. We have ended up purchasing two mattresses and appreciate the provision of delivery and collection of the old mattresses. We are very happy! 🙂 5 star service. 🌟

I have some issues with my lower back and hip, so I needed to choose the mattress carefully. Michael helped us and explained everything in detail. Thank you Michael!

Anything but a Dream

I rarely leave reviews, but if this saves someone else from making the same mistake we did, it's worth writing.

We spent over £3,500 on a bed, mattress and headboard from Dreams, expecting a premium product backed by premium customer service. The experience in the High Wycombe store and with the delivery team was excellent. Sadly, that's where the positive experience ended.

The moment something went wrong, Dreams completely disappeared.

Within the first month of owning the bed, we discovered a fault with the mattress. The High Wycombe store couldn't have been more helpful and directed us to Customer Services, but dealing with them has been one of the most frustrating customer service experiences I've ever had.

Trying to call was a waste of time. An automated message simply tells you they're too busy to answer the phone and pushes you towards their web chat. I joined the queue only to find I was 75th in line and waited well over two hours before anyone finally responded.

After all that, I was told the earliest inspection of our faulty mattress would be in five weeks. Five weeks. Apparently spending thousands of pounds on a bed means you're expected to sleep on a faulty mattress for over a month while Dreams gets around to looking at it.

Then came the contradictory information. One member of staff told us that if we chose a different mattress, any price difference would be refunded. Another told us it would only be issued as store credit. Which is it? Nobody seems to know. Every conversation means starting again with someone different, repeating the same story and getting a different answer.

The irony is that Dreams relentlessly advertises its 100 Night Comfort Guarantee. In reality, the guarantee is almost impossible to use. What's the point of making such a big promise if your customer service operation makes claiming under it such an exhausting, time-consuming battle? It feels like the guarantee exists to help sell beds rather than help customers.

I've lost count of the hours wasted sitting in chat queues, chasing responses and sending emails that achieve absolutely nothing. I work full-time and shouldn't have to fight this hard simply to resolve a fault with a product that's barely a month old.

The most disappointing part is that this doesn't appear to be an isolated case. Reading through the recent reviews, there are countless customers describing exactly the same experience. Long waits, poor communication, contradictory advice and virtually non-existent after-sales support. Dreams clearly has a systemic problem, yet nothing seems to be changing.

Selling a bed is easy. Standing by your customers when something goes wrong is what separates good companies from bad ones. Dreams has failed spectacularly.

If everything goes perfectly, you'll probably never have an issue. But if your expensive new bed develops a fault, be prepared for endless delays, contradictory information, hours of your life wasted and a customer service department that seems designed to wear you down until you give up.

For a company that claims to care so much about helping people get a good night's sleep, Dreams has delivered nothing but stress, frustration and disappointment.

I genuinely wish we'd bought our bed somewhere else.

Rachel at Durham was absolutely excellent, polite, friendly and professional

The customer service was excellent, and my time was not wasted. The staff were very cooperative, helpful, and highly knowledgeable about the products. The finance process for the order I wanted was quick and easy thanks to the Dreams team. The delivery timeframe provided is reasonable, and I am expecting my order to be delivered this Monday. Overall, I had a great experience.

I am writing this to express my extreme disappointment with both Dreams and the Bedcover Service Plan. I purchased a mattress 4 years ago, but within just 6 months, it began to visibly dip and sag. I tried to make a claim 3.5 years ago, but the insurance company dismissed my concerns and claimed nothing was wrong. To ensure my bed base wasn't the issue, I completely replaced my slatted frame with a brand-new solid divan base. Despite being on a perfectly flat, supportive divan, the mattress has continued to deteriorate. At only 4 years old, it now has a severe, unacceptable dip that causes significant discomfort and back pain. A mattress should easily last longer than this, and the current condition violates the Consumer Rights Act 2015 regarding goods being of satisfactory quality. The Bedcover insurance feels like a waste of money designed to reject genuine claims. I want a senior manager from Dreams to contact me immediately to reopen this case and arrange a replacement.

We had such a great experience at Beckton Dreams thanks to Umar. He was the first to approach us and immediately asked if we needed any help. He served us water with, was extremely patient and very kind throughout our visit. He paid attention to every detail, made sure we were comfortable, and even helped us find suitable beds. His service was exceptional Umar is truly amazing and a big reason to visit Beckton Dreams.

We cancelled our order the 14th July by their customer service department, got told we would have the refund by 27th, contacted customer service again, meant to have a call back within an hour, but still waiting! The customer service department is absolutely rubbish no help at all, they are meant to be open 9-5, you ring up at 430 it says they have all gone home. £1200 is still not in my bank account, I’m now going to seek legal advice. My order number is 001A076802. I look forward to a phone call, but I expect that will never happen

Order Number:
Date Placed: 21 February 2026

Ordered 2 beds with headboards and 1 mattress.

The Issues:

- Upon delivery of second bed the headboard was unsatisfactory — a replacement was ordered.
- Before the new headboard arrived, the bed itself was found damaged and needed exchanging.
- On the agreed exchange date, the replacement headboard was not included in the delivery.

This has caused significant inconvenience and delay. I have been waiting to have a complete, usable bed.

Now, to add insult to injury, I received a text this morning stating a delivery would be made today between 1200hrs and 1400hrs. It is now 1644hrs and no headboard delivery or further communication.

I complained in the shop where compensation was offered and a new order made for headboard. Later the same day they cancelled the delivery date and set a new one blaming supply chain.

Appalling customer service, unreliable delivery, poor communication. I will never use this company again.

We ordered a king base and was told 10 days delivery so we changed the colour and then agreed on a 4 day delivery. When we got home we got a call saying that would be 10 days as well the base is due to be delivered tomorrow so I have taken the day off work so I can be here when it arrives. At 2:00 this afternoon we get an email and text saying it has been delayed until the 19th of AUGUST.
This is not good practice or a good service and they could have had the decency to call and talk to us.
One star is pushing it a bit but you don’t give a zero star.

Hopeless delivery. They keep putting it back. I see others have had the same problem.

Had a great experience with the staff at Perth! They were very welcoming and friendly and helped my partner and I sort out a mattress for our new home. Joe was very professional in both his service and knowledge when guiding us to make the best choice. He mentioned things we hadn't considered and gave us heartfelt advice

⭐☆☆☆☆ Extremely disappointing experience

I am extremely disappointed with my experience with Dreams.

My order was originally due to be delivered on 18 July 2026. After waiting several weeks, only part of my order arrived. My king size bed frame was delivered and assembled, but the bed bases for my children’s beds were missing. I was not informed in advance that my delivery would be incomplete.

I was then given another delivery date, only for that delivery to be cancelled at very short notice. Dreams emailed me to apologise and promised to provide an update within 48 hours, but no update was received.

I have also raised a formal complaint,yet I am still waiting for a meaningful response.

The most upsetting part is that my children are still sleeping without their proper bed bases because the missing items have still not been delivered. We have recently moved into our new home and have been unable to properly set up their bedrooms due to these repeated delays.

I understand that supply issues can happen, but poor communication, repeated broken delivery commitments, and the lack of proactive updates are unacceptable.

I chose Dreams because of its reputation, but unfortunately my experience has been extremely disappointing. I sincerely hope the company resolves this matter urgently and improves the way it communicates with its customers.

Very helpful staff had the perfect bed that I needed. Everything super easy, was very efficient and nice people to deal with. Was served by Glen in Farnborough

Kishan was very helpful in choosing a new mattress and bedframe.