Dreams
reviews and complaints

As a dedicated expert in the field of bedding and mattresses, I have thoroughly analyzed the reviews from various platforms about Dreams. The majority of customers have expressed their satisfaction with the quality of products and the level of service provided by Dreams. Customers have highlighted the comfort and durability of the mattresses, praising them for providing a restful night's sleep. The exceptional customer service, friendly staff, and efficient delivery process have been commended by many. While there have been a few isolated negative experiences mentioned, the overall consensus is overwhelmingly positive. Dreams truly stands out as a reliable and customer-centric brand that prioritizes quality sleep and customer satisfaction.

Ordered a bed 3 weeks ago, came today, completely the wrong bed, when I went to the store to complain they tell me "This is what you ordered" which is a complete lie, myself and my wife stood in the store 3 weeks ago, pointed to the bed we wanted, sat on it and said we want this but in a double, how more clear could we be. They took the order down wrong, incompetent people working at these Dreams stores. They do not take ownership of their mistake, have the audacity to tell us it is our mistake, now they don`t have stock of what we initially ordered.

I bought a mattress 2 weeks ago in carmarthen for 1k delivered last thursday there was a smell coming from mattress like a damp mop perservered for 2 days to see if it went then phoned customer services they said leave it for a few days as this a common fault with this mattress and the smell shoukld go in a couple of days as this mattress was for a bed in our caravan we went home for a few days on return mattress smell was still as bad as ever phoned again and they said they wouldv send someone out to inspect it this is going to take another 5 days so we have to cancel a booking for the van and sleep in the other bedroom dont know how long this problem is going to resolve but I will never buy from dreams again

On 13/07/23 at 7:07am, a delivery driver blocked off the road I was on. He could see I was visibly stressed as I was trying to get my child to an appointment, then get to work myself. He put his window and told me there was no point putting my hands in the air (I had not done this, as I didn’t want my child to know I was worrying). I asked if he could reverse back, so that I could get through, he responded with a racist insult.

I will never purchase from Dreams again. They are quick to take your money, but when Its time for their customer service to do their job, they don't. Been trying to resolve an issue for roughly 3 weeks. After numerous attempts, i finally got hold of a manager Steven. I sent him the emailed screen shot he asked me to send him, said he will call me back the next day, but did not. He keeps dodging me. Meanwhile my wife's in excruciating pain due to the mattress they sold us.

Like I said, i will not buy from them again. Stay away from this company!

Worst experience for this store and saleswoman Ayesha.. This is for Tempur mattress exchange and it’s pathetic . We purchased 2 tempur mattresses of high end recently in March 2023 - Order number 013A016162 . We were told during purchase that it’s seamless exchange process and 40 nights guaranteed exchange . When we went to shop today for exchange of mattress , the attitude of saleswomen simply pathetic .. She was not at all interested to talk to us . It was very surprising . When I asked her to place replacement order , she made an excuse that her manager isn’t there and she can’t place replacement order .. Really ? I mean during sales order Ayesha don’t have manager issue ( he wasn’t even there ) … I was told to call customer care to do replacement by ourselves .. Pathetic experience of the store …. Avoid this store at all cost

Poor service my bed has 2cm gap which I didn't agree to our chased just because it said on the website may have a 2cm difference doesn't mean I paid my hard earned money to have sleepless nights bacuse of this gap complained many times bt nothing then the mattress bobbled which cost 2200 was told bacuse of mattress protector has anybody heard of this crap bt this is wat dreams r doin to gey u off their bak basically Rob u off ur money which is sad a company like theirs doin this I don't tink they will ever do the right thing bt I will not stop I have paid them good money

It’s my first time buy beds from dreams. We bought 2 beds from dreams! One for king size the other for double! We supposed that small room can fit double bed but it can’t, and also one item missing so I rang to customer service to discuss this situation! Fist time was Dan spoke on the phone! He told to me fist time is 70 pounds for refund after that said 80 something in the end said will 100 pounds something! Because the line was bad I phone back again! The guys on the phone said can’t refund! I told him one of you college said can return! After he said yes it would charge around 200 pounds for returning! Then I don’t have any way to say so I will keep there because if I need to return will need cause more. What I want to say is the bed we don’t have room to fix but I don’t want to cost more money also they don’t believe my request!

This item does not do what it says in the fabric. Woven into the fabric is "non slip" and our Abbeydale Mattress also bought from Dream says otherwise. We bought the base order number:- 332A012457 at Blackburn Store on the 29th March 2023 and it was delivered on the 4th April. Your customer service agent I spoke to on the 13th April did not seem to understand what "non slip" means.

Absolutely horrific experience, I will never buy here again and I will strongly advice anyone to never buy here even a pillow case. The bed would not fit in our stairs because their policy is to deliver to you a half assembled bed (but you still need to pay for delivery). Asked if it could have been refunded and the answer was a straightforward loud NO. We had to cut part of the stairs and the bed is absolutely rubbish quality and it has some factory defects, the instructions to assemble the bed are an absolute joke. Good luck to us in getting this shait resolved now

I bought ottoman bed together with 8 years warranty from Dreams in Staples Corner branch 8th September 2023.

Since then I have been asking customer services to send me something to say that I have 8 years warranty.

Received email from Dreams saying that all I need is Reference number for warranty but nothing to say I have 8 years warranty.

I have paid over £100.00 and nothing to show that I have warranty for 8 years.

Would you please help me to get something in writing to say that we have purchased 8 years warranty otherwise we like to have our money back in full and Dreams take their bed back.

Good morning,

I hope this message meets you well.

Unfortunately, I am highly disappointed and disgusted by the unfair service I have received.

I purchased a bed from dreams. However, the bed has a fault which they admitted it was a fault from them/ supplier but this has not been rectified since last year. It's over a year and it is so dishearten, my kids have had no place and this has been reported.

Also, its unfair to spent such an amount of money on a product and not get value for money.

Are you able to assist me with this on going un resolved issue please?

I was looking for a bed. The one I was interested in was way too expensive for my budget and the sales assistant told us we may qualify for finance. She said the offer on the bed would finish the next day but if we went ahead and ordered the bed we would have two weeks to change our minds. We were really given a hard sell.

We tried to cancel the order and they are saying we need to cancel within 24 hours of the original order and that they are charging us a 20% cancellation fee (£530 cancellation fee) which we cannot afford. At the point of sale she told us we could change our minds with a fortnight. They do have it in the fine print but as we were told e had two weeks in the store we acted on trust.

When we were cancelling they said they spoke to the girl that gave us this information and she has denied it. They are basically calling me and my partner liars.

They are saying we can go for a different bed but they are not allowing us to cancel without paying over £500. They say they stand by their cancellation policy and are insisting we pay the fee and they will enforce this. We assume they are threatening us with debt collectors etc.

We believe they sold us this on false information. What can we do to stop this craziness as t is causing me and my partner huge distress.

I asked the sales assistant if i could have a single pull out drawer on each side of the base as the bed would be placed in between built in wardrobes she said OK no problem agreed on delivery date 29/12/22 I was at work so my partner let them in, when I arrived home to find both drawers on one side useless as I can only open one drawer I paid extra for 2 drawers and can use one

If I knew they aren't capable of doing a simple job would have gone else where

Hello,

We ordered this mattress which was delivered 14/07/21. However, I am extremely disappointed and feel totally ripped off and highly disappointed to be honest. The mattress has dipped heavily into the middle in less than a year. (I have only just got around to complaining about this) but surely this should not be the case especially spending £1200 on a mattress that are promoted to last years!?

It's not like we can even use the other side and flip it like other mattresses as we were told we were unable to do so with the top of this one. So ultimately, as you can imagine we feel are stuck just over a year in with a huge outlay & a super soft mattress which definitely needed to be harder. Its uncomfortable for my partner to sleep as we are constantly rolling into the middle of the bed even with it being a king size and again, we cannot afford to be replacing into a new mattress after a year!

Please may you let me know what options are available to rectify this problem. From a huge reputable company, we believed we were putting our money into something that would be quality goods and feel we need a new mattress in replacement to this if possible as it's just not on. We definitely were sold a medium bed too when we needed a firm.

Kind Regards

Jessica and Lewis

Dear Sirs, my wife contacted you yesterday about our supposedly new mattress that had just been delivered, you told her to contact a company to inspect the mattress. If you want to do this that is up to you, however this will be just a wasted cost for you as i will not accept these goods being repaired or cleaned, it looks like it has been returned by another customer any re packed and sent out again. I have paid for a new mattress in perfect condition and that is what i should have received, i will give you 5 days from the date of this email to have a new mattress delivered in perfect condition or i will be in contact with my credit card company to recover my money and ask trading standards to look into this matter. Your order ref 384A001846, Regards David Hodgson

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Firstly the service by the people we met in the Dreams store was perfect, and further correspondence with them on the phone and in person was perfect.

Problem: the delivery driver failed to deliver, firstly saying Address was wrong, then he said he knocked on our door. But I was in the front garden or lounge looking over the path and he never came. He then said I was rude possibly because I could prove he was lying.

Just before delivery, we disposed of the old bed … so now we have no bed at all. The driver refused to come back, dreams customer service were no help .. delivery was due 22 Oct, now we can’t get bed until 2 November. We hadto urgently find a man with a van to help is get the mattress from

The local store….. as they took the bed frame to another town. We paid an additional £60 for this van.

Dreams are refusing to try and help.

My fiancée is seriously seriously Il and deteriorating, this bed was to make her more comfortable. The stress of talking to Dreams has caused her to have mood swings and worsened her condition on these days. Stress causes pain.

We would like our bed now, our £60 refund and compensation even if it’s just two Tempur memory foam pillows.

Dreams shop is New Malden and the staff here are so helpful. It’s every other department that should look at themselves

Hi ordered a Flaxby Natures Finest 14450 mattress from Dreams in Oldbury on the 4th June it is being delivered tomorrow on the 11th July the price has gone down by £520 but I don’t know when it went down as I have multiple sclerosis and been unwell could you find out for me please to see if I could get the £520 back. Thank you if possible account number 120A026073

I ordered a bed on 26/12/ in the boxing day sale, and it still has not arrived.

At the point of purchase I was told 10 weeks delivery wait, which i agreed to. however after now after 19 weeks, and my delivery cancelled yet again..

I have been lied to by customer services who told me last week that my bed had arrived and was dockside and due to be distributed and delivered on 11/05.

they have now admitted that the factory burnt to the ground before i placed my order and therefore they didnt actually know when the bed would be manufactured.

i have been told that the container ship with my bed in wont now arrive in the UK until the Middle of June so by the time my bed arrives i will have been waiting for 27 weeks.

We were about to move in our first house on the 25th March so we decided to buy a new bed,like you do. We went to dreams and decided on 2k bedframe and mattress purchase on the 22nd February. Dreams took the responsibility to be delivered in 6-8 weeks. Weeks go by and in the 8th week i decided to reach out to customer service to see any updates. Surprise,surprise our delivery date has been moved to 9th June (whiteout emailing us or text or anything)because of "late shipping container arrival"i thought all Dreams items are being made in UK?!?I agree with the purchase just because of relatively short period of waiting time. It is unacceptable to wait 16 weeks for a bed! We slept 8 weeks on a "amazing" inflatable mattress and now we have to do it for another 8. They didn't even email us regarding the so call delivery date. No communication whatsoever, I didn't expect that from a big company like Dreams. When I think about it now they were so fast to make us their clients and take our money. Decided to check reviews about them,easy to say I was mortified. After this experience never again! Please avoid this company!

I bought wrong mattress by mistake double instead king size. Called the Dreams straight same day after delivery they told us to use new one and they will collect as used one beacuse they took our old mattress. I wanted to come back for my old mattress but they said no problem we can use it. Today they came with new mattress after 10 days. They found little stain after looking with torch and refused to collect it even the stain was easly removed so it is not visible anymore we have been left with wrong mattress