Dreams Arvostelua 

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

Shaun Bhakar was brilliant
Asked all the right questions
Greet good
Did sleep match
Pillow was offered
Abd a drink.
Can't wait for our new beds

We purchased a king-size bed frame and mattress from the Livingston store on 4 July, costing nearly £1,500. The sales staff were initially friendly and helpful, but the assistant mistakenly ordered a king-size mattress with a double bed frame.

At the time, Dreams was installing a new system, so the store apparently couldn’t correct the order themselves. The assistant tried unsuccessfully to call customer services, then emailed them and copied us in. We were reassured that the mistake would be corrected quickly.

This was entirely the store’s error. We did not change our minds or ask to amend an order we had placed incorrectly, yet we are the ones being penalised for it.

Our official order form clearly states delivery within three weeks. However, we were never given an original delivery date then or in the weeks to follow. Despite the correct sizes being included in the store’s email, my husband was later called and asked to confirm them again. We then heard nothing until 16 July, when Dreams emailed asking us yet again which part of the order needed changing.

That email warned that making the “amendment” could extend the lead time to 12 weeks. It also stated that once our current delivery date was removed, it could not be reinstated - even though we had never been given a delivery date in the first place.

When I contacted customer services on 20 July, I spent around an hour and a half on live chat simply trying to get an explanation. I was told the delay was caused by Dreams’ new system and that staff had been unable to see orders coming through.

Despite this, Dreams continued accepting orders and taking customers’ money. They have been sitting with nearly £1,500 of our money since 4 July, while apparently being unable to see or process our order properly.

Only after repeatedly chasing were we finally given a delivery date of 25 August - nearly eight weeks after ordering and almost five weeks beyond the timeframe stated on our order form. I am heavily pregnant, and we are currently sleeping on a makeshift mattress on the floor.

On 20 July, Dreams offered us a £150 refund for the inconvenience. We were told it had been arranged and would reach our account within 7–14 working days. It never arrived.

On 11 August (today), I spent approximately three and a half hours waiting on their online chat, only to be told that no refund could be found and it had only just been processed that day, when I called. Another adviser claimed there had been a “complication” that had not been noticed until I chased. At this point, that feels like yet another excuse, as we have repeatedly been told things have been corrected, booked or refunded, only to discover they haven’t.

The online chat itself is appalling. Customers can wait three or four hours for a response, and if they do not notice the reply quickly enough, the chat is ended. One adviser ended our conversation 1 minute after sending a message, while I was still typing another question, forcing me to enter all my details and join the queue again.

After reading numerous similar reviews and complaints online about delayed orders, failed deliveries and missing refunds, I genuinely do not know whether we will ever receive our bed and mattress.

We now feel completely trapped. If we continue waiting, we have no confidence the order will arrive on 25 August. If we cancel, we could be left waiting weeks for Dreams to return our money, especially when they couldn’t even process a £150 refund correctly. We would then have no bed, no mattress and no money available to buy replacements elsewhere.

Every update has required us to chase, nobody takes responsibility, and the communication has been completely unacceptable. I would strongly advise anyone considering ordering from Dreams to read the recent reviews before handing over their money.

Darren is a great guy

Extremely disappointing experience – £1,000 sofa bed not fit for purpose

I paid almost £1,000 for a sofa bed from Dreams, only to discover that when opened as a bed, it has a significant dip in the middle. The sleeping surface is not flat, the two sides are not wide or supportive enough, and your body essentially falls into the middle. It is extremely uncomfortable and has even aggravated my back.

What has been even more disappointing than the product is Dreams’ customer service. Their phone lines have been unreachable, the online chat has been unavailable, and my emails have gone unanswered. I have spent a considerable amount of time trying to get someone to actually deal with the problem.

For a company selling £1,000 furniture, I find this level of customer service completely unacceptable. I am honestly shocked and extremely disappointed by how difficult Dreams has made it to resolve what should be a straightforward issue with a faulty product.

I have now opened a case with PayPal in an attempt to recover my money.

I would strongly recommend thinking twice before purchasing from Dreams.

Abdi was nice. He gave us water on a hot day. He was patient and very supportive. I got everything I wanted as the customer. Very happy…….

Our experience with Dreams has been nothing short of a complete shambles.
We ordered a bed in May and initially received very helpful service in store. When we later needed to complete the finance on the order, we drove to the Chester store expecting them to be able to help. Instead, we were met with completely unhelpful service and were told they couldn’t do anything because of a change to their online systems. We were simply told to contact customer services by phone.
So we contacted customer services and waited over 90 minutes, only to be cut off before even speaking to someone. Quite frankly, that level of customer service is unacceptable.
Thankfully, Julie and Kev at the Llandudno store were fantastic. They were helpful, listened to us and actually managed to sort the issue out.
Unfortunately, this is where Dreams' incompetence continued. Despite everything being sorted, Dreams failed to attach the agreement to our order, which then resulted in our delivery being cancelled. Because of an error on Dreams' side, we were left facing the prospect of being without a bed for more than two weeks.
What makes this even more infuriating is the complete lack of communication. If your systems are changing, your customers should not be left to discover the consequences themselves. There was no meaningful communication, no proactive support and no sense that anyone within the company actually took responsibility for the problem.
We spent hours trying to resolve something that should have been straightforward. We were passed from one place to another, left waiting on the phone for an absurd amount of time, and ultimately suffered the consequences of mistakes made by Dreams themselves.
A company selling beds should understand that delivery of the bed is rather important. Instead, we were left without one because Dreams couldn't properly manage their own systems and paperwork.
Julie and Kev deserve credit for doing what the rest of the company seemed incapable of doing: actually helping a customer.
We have now ordered our bed from another company, and we will never use Dreams again.
After this experience, I would strongly recommend thinking twice before ordering from Dreams. The problems weren't just one isolated mistake, it was the lack of communication, dreadful customer service, ridiculous waiting times and ultimately a failure to deliver what we paid for.
Dreams have completely lost our trust and our business.

Having spent over £2000 for a new mattress, ordered from Dreams Havant, the saga began. The delivery date changed without discussion; the mattress arrived wrapped in filthy dirty polythene; and the cherry - on unwrapping the mattress (followed by compulsory washing of hands), we noticed a great big yellow label with FLOOR MODEL stitched on the side. If you're un sure what that might mean, AI gives a great explanation to the obvious! A clear breach of the trade descriptions act, but more disappointingly, a mattress that no doubt hundreds of bodies had tried and tested, that had cost me the price of a new one.
When I went into the Havant Dreams store to try and sort the problem, a particularly rude assistant tried to fob me off by saying all mattresses have that label on the corner. Having done my research I totally disagreed. At this point he said I would have to contact customer services as the mattress would not have come from that store - I didn't disagree. The phone number he gave me turned out to be the number of the Havant store and not customer services!! Could have been a genuine error or another example of poor service.
I will update on the outcome of the customer service situation shortly, but I'm currently number 237 in the queue!!