Dreams Arvostelua 

My husband and I ordered our new mattress a week ago, in store and the service received in store was great. However, the aftersales is shocking.
The delivery was originally booked for Monday 3rd August, the store called us to say that an earlier delivery slot of Saturday 1st August was available and that they had moved our delivery to then. We received confirmation emails on both occasions stating the delivery dates. We waited in all day on Saturday right up to 6pm, which was the latest they told us they could deliver and no one turned up.
We didn't receive any calls or messages the night before either to confirm our 2 hour delivery window.
I went back into to store on Sunday 2nd August to find out where our mattress was, the lady in store called Customer Services who said that they didn't even have a date booked in for our delivery, despite email confirmations. They said the earliest they could reschedule the delivery for was Wednesday 5th August, which was not ideal having to go 4 days without a mattress, as we disposed of the old one, hoping our new one would arrive on the 1st August, as scheduled.
The Customer Services team said the would offer us a blow up bed (to keep) as a gesture of goodwill, I mean the reason we purchased this very expensive mattress was due to the fact my husband has been suffering with a very bad back and was recommended to change his mattress to something more supportive.
We have been trying to get hold of customer services via the chat service online and via telephone since Saturday, without any luck.
The telephone line either says they are closed (after 8am) or there is a wait of approx. 90 minutes and the chat says (when its actually open and available) that there are 147 people in the queue, which I don't think anyone has the time to wait for that!
Please could someone contact me urgently as I would like to raise a complaint.

I've visited this branch a few times now, and every visit has been a genuinely positive experience. The customer service is consistently friendly, knowledgeable and never pushy.

On one visit, I was looking for a new pillow and Katie took the time to ask the right questions and explain the different options. Thanks to her recommendation, I bought a Tempur Prima Cooling Pillow, and it's honestly the best pillow I've ever owned. I never realised how much difference the right pillow could make until I spoke to someone who really understood what they were talking about.

On another visit, I was browsing for a new bed and Ben looked after me. He was friendly, attentive and easy to talk to, making the whole experience feel relaxed rather than like a sales pitch. He introduced me to the SleepMatch system, explained how it worked, and then took me through the beds that matched my results as well as a few of his own recommendations. He was incredibly patient, answered all my questions and never made me feel rushed.

It's clear the team genuinely know their products and want to help customers find what's right for them, rather than just make a sale. Ben and Katie were both fantastic, and their expertise and customer care really stood out. They're a real credit to the branch. Thank you all!

Purchased a bed and mattress from the Isle of Wight branch. I had been to a few different shops but the guys here were most definitely the most knowledgeable, friendly and helpful. I waited a month before reviewing just to make sure I was happy but it’s literally the most comfortable bed I’ve ever had. Everyone was so so nice and helpful and honest. I would recommend Dreams 1000%. Thanks guys, I’m literally sleeping like a baby :)) You made everything so easy and the delivery guys were great too. Literally what dreams are made of.

Went to the Isle of Wight branch to buy a new matress, staff were so helpful and nothing was a problem .
Absolutely love my new matress , wish I’d bought a new one from here years ago !

I had a positive experience in the showroom, the salesman was excellent - and I ordered my bed, including a delivery date. I was keen to get it as I am currently sleeping on the floor on a mattress. I had planned to be available for the delivery - which was due early Tuesday morning, that Monday night I received an email telling me it had been cancelled - and I should contact dreams to rearrange (a call offering to re-arrange would have been nice!). I tried to call the following day - but there isn't an option to get through on the phone. I therefore emaied that day. I am now over a week later and I've heard nothing back. I therefore this morning tried the chat function on their website - which is meant to open at 8am. There was no response at 8am. After repeated attempts I was then able to join a queue of 52 people at 9:10. I don't think I'm going to get through before I need to go out (it's currently 9:30am). I am currently getting sofas delivered from Next - where arranging and rearranging the delivery has been simple and automated. I have paid for the bed - but there is no sign of when I might be able to get it delivered and I'm getting very fed up.

Great service

I could have told most of the customers to steer well clear of this company of cowboys who make up excuses from their never ending book of lies. Don’t believes word any of them say and please go elsewhere

I went to your St Helens branch today. I was seen by two of your colleagues, Ashley and Kevin.
I would like to say how very helpful they were with my query. Both Ashley and Kevin sorted it out. Can’t thank them both enough.

An absolutely brilliant experience from start to finish. Cristian was incredibly welcoming, offered me a hot drink, and ran me through the Sleepmatch test. They used the results to help me find the perfect mattress and a stunning bed frame to match. Their expert advice took all the guesswork out of buying a new bed, and there was zero pressure. Outstanding service!

Paid well over a grand, wasn't told it would be 36 days to deliver. No reason. Now delivery has been cancelled a few hours beforehand with me removing old bed and preparing. Go elsewhere half the cost and half the time! Wellingborough store.
EDIT: 05/08/26 Dreams reply to minimize damage - let's look at the truth; on revisiting store, an excuse of computer problems not delivery issues and offered a mattress protector as compensation. You could not deliver for another 17 days! That is 53 days! You failed to honour contract, cost me in time and money. Not acceptable, also tells me you don't have the item or rescheduled delivery would be sooner. The refund I insisted on HAS NOT yet happened! You said it will take 7 working days although you took it in 30 seconds. IF and when I get refunded I will shop elsewhere.

I went to the Slough store not sure what I wanted to get and I was helped by the amazing stuff in particular Faizan he was an expert not a dodgy salesman trying to get me to spend money I didn’t have but he generally cared about me and my wife and our needs and I really appreciated it. I found a bit of mattress that I liked and he also gave me tips on how to make the mattress last longer by replacing the type of bed I have all in all great service and great prices.

I am highly disappointed with the overall service experienced at Dreams.

When I purchased my mattress just under a month ago, I was notified that the system had been updated however I was not aware of how much of a nightmare it would be to make the final payments. Despite Dreams being recommended by another retailer, if I knew this would be the case, I would have taken my custom elsewhere.

Firstly, I was told that I could pay off at my leisure over the phone through customer service as long as this was done before the delivery date.

This was not accurate and I have had to return to the store on three different occassions to still pay over the phone and to be told that there is a continuous issue with the system despite expressing that I am over 5 months pregnant. I was not able to pay part cash and card, I was not able to pay on multiple cards and I had to make the final payment in one go, which I did not budget for!

I am currently in store and have had to wait over 30 minutes to get through to a representative on the phone despite staff members being in store and not capable of helping me due to this new system that they know nothing about. Staff members have expressed their distress and discomfort of not being able to help customers when they were able to do so in the past.

I also emailed the CEO Johnathan Hirst and copied in Purley Way store nearly two weeks ago in which no one has responded to my email to date.

This has not only added stress to my pregnancy but has left me dissatisfied with the overall service.

No incentive has been added to make me feel as though this discomfort was worthwhile or that I am a valued customer. To add insult to injury, the system is still flawed to date!

I have encouraged anyone who has asked me about beds/mattress to take there custom elsewhere because Dreams is not reliable.

I can assure anyone that is considering Dreams to not bother! If this system continues in this manner it is guaranteed that this company will go into administration and there will be no Dreams to purchase from in the near future as everyone will be taking their custom to a more dependable service.

Salisbury store was fantastic. Paul was very knowledgeable and gave great help

Great Service. Very friendly staff Definitely recommend

The in store customer service was average, but the after-sales has been the worst I’ve ever experienced. Phone lines / online chat down multiple times due to ‘technical errors’. No one responded to my online form queries. I tried cancelling an order within the 3 day window but it took 10 days to actually get through to speak to someone just to cancel for a full refund - they weren’t apologetic or friendly. When the cancellation went through, they then didn’t refund the part cash payment, only the part card payment. It’s been 11 days since giving them my bank details to refund the cash payment and still no refund. Tried to call them - phone lines down again and a 156 people queue on online chat. I’ve now been contacting them for 1 month for the same thing - 18 calls later, alongside online chats and online forms, it’s still not fully resolved. First and last time using Dreams.

Keanna held our hand all the way through our dreams process. From sleep analysis, choosing a pillow and being very patient with us while we umed and ared over different mattresses. A fun experience, although not for the credit card.

Josh was great at the middlebrook store. Helped us with the entire options based on our ideas. Highly recommend

Harry at the Staines store has been amazing at helping us choose a bed and mattress. Really took his time showing us everything. Would recommend them to everyone.

What an experience. It was a good service. Callum helped with everything as a family of 5 purchasing beds and mattresses. Explained all very well.