Dreams Arvostelua 

I went into the Eastbourne store on Sunday 26th July 2026, ordered and paid for the Chloe Double Ottoman Bed and was given a guaranteed delivery date of 2nd September 2026 as we have guests staying on 5th September and were decorating our spare room - so colours and furnishings were chosen around the Taupe bed that had been ordered. Fast forward to 1st September and I receive an email at 1pm stating that the bed would not be delivered on 2nd due to the supplier was unable to deliver the bed to the Dreams delivery centre.
I telephoned customer services and after explaining was told that they would get in touch with the manufacturer to see how long the delay would be and that they would see if they could arrange for a temporary bed base to be delivered to me (as I had purchased the mattress elsewhere - thank god) so that my guests would at least have a bed to sleep on until the bed I had paid for in full 5 weeks before arrived - she promised to telephone me by the close of business and that as she was going on Annual Leave that she would escalate this to her Manager.
I realised that the customer service telephone line closed at 4pm when I tried to call at 4.10pm - so I didn't get the telephone call back as promised. Fast forward to 6.29pm and I receive an email stating that due to it being a clearance item (this item was not on clearance 5 weeks before when I ordered and paid for it in full) - that it would not be coming back into stock as it had been discontinued and it was just a case of re-selecting a different bedframe.
Well that's not going to help is it!!!!! and this is definitely not an acceptable resolution.
I wrote an email in reply - asking them to urgently source the Chloe Double Ottoman from any Dreams store, warehouse, delivery centre or other available stock location, if one exists, if they genuinely cannot supply the bed I purchased then I expect them to offer me a suitable equivalent or better bedframe at no additional cost, with an urgent delivery arrangement that resolves the problems before my guests arrive. I would like to know when Dreams became aware that this bed was being discontinued and I require an urgent practical solution - as the bed has been discontinued I would expect them to at least be able to offer me one from the showroom - that should be in near perfect condition at a substantial discounted price.
Dreams current terms state that each order is a legally binding contract and that if the problem cannot be solved by the customer services team that their escalation team aims to call within 48 hours - I requested the escalation yesterday and await the call.

I had a fantastic experience at the Dreams store in Gloucester, particularly with Kevin, who was incredibly friendly, approachable and helpful throughout. He took the time to explain the mattress options and provided really useful information, making the whole process of choosing and ordering our mattress feel easy and straightforward.

We’ve been really impressed with the level of expertise and customer service so far, and we’re now very excited to receive our new mattress! Everyone we spoke to in the store was super friendly, which made the experience even more positive.

Would highly recommend Dreams Gloucester and, in particular, Kevin for his excellent service. Thank you!

Dreams are changing there systems and I could not therefore do the order in store and then could not do replacement in store. I waited over an hour on the phone to speak to customer services and then offered a 28 day lead time on bed. If you have technical issues at least make sure your customer support team can handle the issues. Will never use Dreams again!

The in store service was very friendly and everything was patiently explained. I would recommend Dreams.

Relaxed and friendly atmosphere as soon as we entered the store. No one rushing or pushing a sale but knew where to go for any help. Nigel very pleasant and had a few jokes with us. Great service. Just very surprised by the price of most mattresses these days far more than I was willing or intended to pay but found a suitable price.

Dreams were very helpful being disabled i was looking for a memory foam mattress and adjustable bed which is very expensive but important for my needs i must admit i was very disappointed to find they no longer take 20 per cent off the vat when most stores do when it is a necessity for my needs i did buy the bed and hopefully i find its very comfortable and helps with my ms

First time iv been to dreams store and I wanted a bed that lifts up , the man showed me lots of different ones and electric ones then he left me just to decide and lay on the bed to test which one I liked never pressured me at all so it’s really nice and got a good discount off which helped I would recommend this store.

Products well presented by sales person who identified our requirements and budget. Demonstrated beds to suite and left us in peace to make a decision.

All of the staff were very friendly and offering to help but not overstepping, which can sometimes be frustrating when you want to have a browse. So all staff great, we dealt with Roy and to say he knows his stuff is an understatement. He was extremely helpful, not pushy but gave his opinions when asked, which was appreciated. Made a difficult and important decision so much easier for us, thank you.

Very good customer service from Pam Cardiff Newport. She helpful and kind.

It woz good experience as soon as we walked in Robin she was absolutely brilliant

The staff Sean was very helpful he didn’t go out of his way to explain every thing about the beds /mattresses the comfort of each I gave him 5stars plus got afew cups of coffee it was a excellent service good all round from going in /out

I was greeted immediately and treated with respect. Being older i was given full details of how to choose the correct mattress sùitable for my needs and details of delivery and information on disposal of the mattress I own I look forward to my delivery

Lauren an Baz were really really helpful at the Solihull store. Needed a mattress asap as the previous one was on a long lead time. They both went above and beyond to help me. Thank you so much

At the Trowbridge shop, we were warmly welcomed by Meg who was very professional, helping with all our questions and patiently helped us go through all the different options as it was our first time buying a decent new mattress. Never felt pressured. Could not have asked for a better service. James also done a wonderful job helping us with our order and answering all our questions. Very pleasantly surprised with the experience.

Friendly helpful staff. Gave me plenty of advice ice and time to make my decision. Just a pity about having to wait 11 weeks for delivery !!

The member of staff was very welcoming. He listened to our requirements and before we started offered us a drink. Showed us all the mattresses that were advised for us explaining the differences between them. For the base he explained the different draw configurations and colours. Over all a very satisfying experience

staff very knowledgeabe
verr helpful &approchable

Friendly, helpful staff (Jennifer) with excellent product knowledge. Not pushy but advice given when asked for.

Highly recommended.