Dreams Reviews 

Terrible service, avoid the East Sheen branch in London at all costs. Bed delivery on the day wasn't communicated and cancelled and now on moving day we have no beds.

Manager absolutely terrible at communication and has provided no solutions.

Carol in Chester was really helpful and the sleep match machine found me the perfect mattress to help with my shoulder pain!

Placed order via online web sales 29th May, initially told the product would be a few days. Eventually after hearing nothing for a few weeks I threatened to cancel as I couldnt get hold of anyone on the phone which directed you to web chat, web chat wasnt working and using their online forms produced no replies. After a week I got a reply to a form online to which they called and miraculously could deliver the bed in a little over a week scheduled for August 1st. July 31st we dismantle and dispose of our bed to then later that day receive an automated email to say delivery was rescheduled for over 2 months time, Oct 2nd. I tried to contact on the phone, eventually got a person on web service who arranged for an air bed we could collect from our local dreams and £200 compensation, I couldn't cancel as mattresses had been ordered separately and had been dispatched. August 10th, no compensation received, get back onto web chat (still the only way to contact them), to chase the £200 to which I was told there was a backlog and it would be processed later that day. To which is was. However even later than day I received a full refund with no explanation or email as to why. August 12th back on with web chat 161st in queue. Eventually told someone had canceled it, couldn't provide any reason as to why. I now have no bed on order, no compensation, mattresses for a bed that isn't arriving (2 singles for an ergonomic bed as I have joint problems.) Awaiting contact from a manager to which I have no faith will happen.

Helpful friendly staff, helped us get the bed we wanted at a good price. However didn’t answer the phone when we called.

Very helpful but not pushy.

When we first placed our order, the customer service was good. I was able to easily change our delivery date when there was a delay with our house purchase.

However, since June, attempting to contact customer service has been extremely difficult. I contacted the live chat to cancel our delivery because I could no longer amend it online and was told this had been completed. Two weeks later, I received an email confirming a delivery slot for the following day.

I tried to contact them immediately, but the live chat was unavailable and the phone lines were also out of service. I submitted a help ticket as advised, but this was not responded to promptly. The following day, the phone lines were still unavailable, leaving me having to contact the estate agents to explain the situation and causing a great deal of unnecessary stress. Eventually, my fiancé managed to get through after waiting over two hours on hold. We asked for the delivery date to be left blank until we had a completion date, which we were assured would be done.

I then received one email confirming the delivery had been cancelled and that we could contact them when we had a date, followed by another stating that delivery was scheduled for 5th August. As we were away and still unable to contact them by phone or live chat, I submitted another help ticket.

This took around a week to receive a response. I requested delivery on either 18th or 19th August, but they scheduled it for 17th August and asked whether this was acceptable. I replied immediately to say it wasn't, but received no further response.

The main issue is that I have repeatedly followed their instructions and made every effort to communicate with them, yet our delivery has still been scheduled incorrectly. We are now in a situation where the earliest available delivery is nearly two weeks after our move-in date, despite my best efforts throughout this entire process.

I think it was irresponsible to shut down the main methods of contacting customer service at the same time. The lack of communication has caused unnecessary confusion, stress and inconvenience, and the whole experience has been extremely disappointing.

Amazing bed, delivered on time

We ordered 2 mattresses. On the day of delivery only one arrived. You cant get thru to customer services ( over 90 mins waiting time) . The store where I made the purchase couldnt help either. Terrible, terrible, terrible. Makes me think that they are going under. You have been warned.

Visited the Dreams at Sheffield Drakehouse and was served by Jordan who was incredibly helpful and talked us though all of the options as well as going through the sleepmatch process with us. Identified suitable mattresses and then left us to make a decision on what we wanted for our budget. No pushy sales just honest advice and guidance. All sorted and ordered for delivery and quicker than expected. Overall very impressed!

I ordered a bed and my delivery was today. I was supposed to get a delivery confirmation the day before. I did not receive any.
On the morning. Still nothing.
I called customer service to be told on their automated service ita 90 minute wait then the call hangs up. Upon going on live chat there were 144 people in front of me.
How can Dreams run a business like this.
Therefore I forced to wait all day wondering if anyone will call.
Absolutely shocking!

Went into the Dreams store in Redditch a few weeks ago on the hunt for a new mattress and bed. We were greeted in store by Geoff who was fantastic.
We were advised to try out sleep match, which made suggestions of the best mattresses for our sleep style. Just to mention to others, if they do sleep match that you will see your body 3D mapped, only as if I was aware before I would have looked away as it wasn't the most flattering! It was worth it though, as after viewing the results we had a couple of Sealy mattresses advised to us as the first options. Upon trying them me and my husband were both in agreement that we were sold straight away on the Sealy Sandridge mattress.
We were also advised on a bed that would work with the mattress after mentioning we were also after one for the new mattress (my husbands dad used to work in the bed industry and always said it was false economy to put a new mattress on an old bed).
We were then left to peruse the rest of the shop at our leisure. We decided at that point to go away and think about our decision - it had only been earlier that day we decided we required a new mattress, and this was going to be quite an expensive purchase. There was no pushy behaviour, and we left happy, and not like we were being pressured into making a decision.
We did a bit more research away from store, and ultimately decided that the mattress was just what we were after. I did pop back to the shop again by myself another day just to look again at the beds. Upon looking round again I was convinced that the bed that was originally advised was perfect for us - especially as it came in a green to match our room! On my second visit Geoff was there again, and I noticed him being just as helpful with another couple as he was with us as I browsed.
Me and my husband went back into store last week to buy the set as we noticed the mattress had gone on an amazing offer. We were greeted by the loved Alice and Gemma who were very attentive.
Buying the items was very straightforward. We were talked through the options, from the bed and mattress, assembly, delivery, recycling and finance. Both women were very knowledgeable and helpful, answering any questions we had competently. We even had our great deal sweetened with some free pillows, which was a lovely suprise!
Next time we will be looking for a new bed I wouldn't hesitate to pop back to the dreams store, and I would thoroughly recommend them to others. Pop in store to make your purchase too, you don't get the friendly face and knowledgeable service behind your screen - this will help keep stores open so you can try the products out in person, help keep the high street alive, and you might even get a great deal!

Great servos in store at Bolton the delivery was on time the guys were brilliant and very helpful Thankyou

Impressed with the virtual mapping tech. It’s a game changer.

Member of staff (George) was extremely helpful, very knowledgeable and helped me understand my needs more than I anticipated. Thought I had clear understanding of what I needed/wanted, but his expertise was invaluable in helping me make a more informed decision.

He was friendly and customer focused without being a pushy. I felt well looked after by a professional with integrity, wisdom, honesty, and awareness, and not just a salesman.

George made the entire experience enjoyable, authentic and customer focused. I didn’t feel pressured or like things were being oversold.

I’d return simply for all the new and important infor he gave me on how to get the best nights sleep possible.

I’d been putting off mattress shopping because I suffer from severe anxiety and also struggle with acute sensory issues and chronic pain. My visit was impromptu and only to have a brief look. But after an abysmal day, George helped turn an often stressful/overwhelming shopping experience into a Dream* ❤️

No thrills, covered all thats required of him as a sales person, but was still personable, relatable, and gave me what I needed regardless of the sale. This, to me, should always be the primary goal. When I truly benefit from a sale, I will always return.

10 out of 10.

Nav was great in helping us choose a sofa for our first home. He was helpful and honest.

My adjustable twin bed was delivered 3/8. Delivery was great, very polite chaps. However once they left I realised one side of the bed the foot end did not elevate. I tried to call but the phones were not available. I tried web chat, was 190 in the queue, waited 3 hours and lost the page. Then I completed the online form to report my problem. 8 days later, heard nothing. Tried web chat today was 221 in queue, that was over 5 hours ago and now I'm 49 but queue hasn't moved since 7pm, I expect it is closed... I need someone to get back to me to organise a replacement or repair to my bed please.
Update: the live chat contacted me today and I am going to get a phone call within a week.

Went in to store and had a great experience with the in store team. We decided to complete the purchase online when we got home after getting all the details of the mattress we wanted. We ordered the mattress and never was indicated at any point the mattress was not in stock. The confirmation email said that delivery will be arranged in 9-12 weeks. We were told in store the sale was being run on the in stock mattress collection and before making the purchase there was nothing suggesting it would take longer than two weeks. We have tried multiple times to speak to customer services waiting hours on both live chat and phone calls to be told they can’t get a response from distribution about stock and they will get back to us later in the day two days in a row with no response. Will be looking to cancel our order now and get a mattress in stock from elsewhere

We were helped by Dee at the Warrington store today. She was very knowledgeable and patient with us while we selected the mattress to meet ours needs. She showed us the Sleepmatch technology, offered us drinks and pillows to help us with our search. Found our perfect mattress and delivery date given was very reasonable. Very happy with the service - would not hesitate to visit again

Raghuraj made our experience in buying a mattress super easy, explained to us what the mattress match does and how it does it and offered us all the right items - super happy with our experience 🙏🏻

Real nice sofa