Dreams Anmeldelser 

Terrible service. We ordered a mattress for our new home, we specially ordered one that specified it would be delivered within 3 weeks. Then we received a message saying delivery would take longer (not too bad as we’d given ourselves some extra time). When the date they offered wasn’t convenient, we tried to reschedule. This took days as their contact systems were down. After waiting for an hour to get through with the online chat system we were advised that we would have the cancel the delivery date and reschedule but they couldn’t tell us the next available date? As we had no choice we did this, the next available date? Over a month later! Totally unhelpful customer service and we’ve now cancelled the order and will have to look elsewhere. Would never use Dreams again, totally unreliable

Was told I would be receiving a replacement bed for my bed that broke due to manufacturing fault. Waited more then 1 week, was told I would receive a call when the order was placed, but to date just going back and forward with the live chat and not getting anywhere with a date for replacement! Its now been 2 weeks!

After two faulty mattresses from Dreams, due to technical faults. The third mattress, which was considerably more expensive, did not arrive when arranged. I had to chase Dreams to try and arrange a new delivery. After numerous telephone calls to customer services and being on hold for an hour at a time, to try and arrange the third delivery, also because of the appalling customer service lady I spoke to named Maria. I decided to cancel my order. She was not interested in my complaint, or me cancelling my order. I asked many times to speak with a manager. But she just said no manager was available and it would take 24 to 48 hours for a manager to call me back. Even when I mentioned doing a Trustpilot review she was not interested and was very patronizing. I am appalled by this shocking "service" When I asked for my money back, I was told it would take 7 to 10 days. I am waiting to have a hip replacement and having to sleep on my settee is awful. I Would definitely NOT recommend Dreams.

I hope that at some point I can update this with a better experience, but right now I am super disappointed with Dreams. I was ok with waiting the 9-12 weeks for stock delivery, but the way they go about arranging delivery is frankly appalling and unfair.
I got no say in the delivery slot, and they automatically allocated me a day when I am actually on holiday. I tried several times to rearrange and the phones and online chat function were down. I finally got through to a customer service agent today and I thought it would be no problem to shift the delivery date to a later slot - I was really quite wrong! I was told I would lose my delivery slot to change the date (no biggie, I cannot be here on that date). Then I was told that there was no new date as it was out of stock and I had basically been moved to the back of the queue! So changing the date does not just lose you your slot but also the item!! They don’t make that clear upfront. Now it will be 9 more weeks and then maybe they will contact me before I get a new delivery slot, and I have struggled to get assurances that I’ll be contacted for my availability. The process is frustrating and really unfair, and I expected better of a company this size. How is the delivery arrangement process so very poor? Do they not know that people work?!?

Dreams made it very easy to buy a mattress to be delivered to my mother's house on the other side of the country. I chose the mattress in our local store - with great advice regarding mattresses that would suit the budget - and they arranged to have it delivered from her local depot. Delivery arrangements also took into account an elderly person's needs. Top staff, great mattress, job done!

Re order no: SRET1119524
I've now had two terrible mattresses from Dreams, awful customer service and am out of pocket as they won't fully refund the cost of a faulty mattress - even after their third party assessors have confirmed it is faulty! Do not buy your mattress from them!
The first one was completely different to the one I tried in the showroom. Replaced by their 'comfort exchange' policy for a second which was faulty. After 4 weeks it sagged in the middle.
They are so badly made. They took weeks to collect and I'm still waiting for my refund.
Their customer service is slow, painful and rude. They won't even give me a full refund as, understandably, I have chosen not to get another exchange.
They are a horrible company to deal with.

Above all the attention and advice given by the in store sales lady. Using the technology to find three suitable mattresses for me I was then allowed the time to make my choice. I am very happy with the mattress I finally decided on.

Super comfy quality beds worth the price
Thanks

Shame I can't give them no stars! I ordered a divan base with drawers and the drawers were broken before we'd even assembled the bed!! Awful quality. I then asked for a collection and refund and, due to a warehouse update, the collection was delayed so I am forced to store the broken bed and wait for my refund. They are also making me wait in for a whole day for collection and won't give me a time slot. A total waste of 2 days waiting in for delivery and collection for a bad quality bed. We have mattresses from Dreams which are fine, but I would definitely not recommend the divan base

Excellent communication regarding delivery. Polite and helpful, all good!

Really knowledgeable and helpful staff and an amazing product. Was finding it hard to get a new mattress for my electric profile bed, went to a small independent in Exmouth to be told I had measurements wrong and he sold me a mattress that wasn't suitable for an electric profile bed (rang the manufacturer to ask as it wasn't bending and the seller told me it just had to give and it was sliding off the frame when I moved my bed, the manufacturer said under no circumstances was it to be used with an electric profile bed and they never suggested it was in any literature they had passed onto the seller). So I was a little unsure and went in to speak to the staff at Dreams in Exeter, showed them my measurements and he knew exactly that it was an electric profile bed with two single mattresses in from the dimensions alone. He showed me all they had that would suit my bed and my budget and also had the mattresses on electric profile beds so I could really try them out, he even gave me a pillow and told me to give each mattress at least 10 min before picking and not to rush. The show room was perfect for a wheelchair to get around and the electric profile beds made it incredibly easy to try the beds and transfer back into my chair. The mattress chosen came with a money back guarantee period for peace of mind but is absolutely fantastic. I have a chronic pain condition and use a wheelchair, I spend a lot of time in bed as sometimes am unable to get out and about due to pressure issues etc and I have been amazed at how comfortable the new mattress is. I was a little worried the cooling gel layer would be too cool at points but it is perfect both in the heatwave we are having now but also in cold nights. I would definitely recommend the company as a whole but the Exeter showroom in particular is absolutely wonderful and so helpful with no hard sell or unnecessary up selling with an incredibly knowledgeable manager, we went down for me to get a mattress and my daughter walked out after buying herself a new bed and mattress too as the prices were so good and staff so so helpful without the pushy sales techniques used in many places nowadays.

It took over a month for the bed we ordered to arrive, due to low stock, but once a delivery date had been arranged, the process was smooth and stress-free. Christopher and Liam were very professional and polite, and they assembled the bed much quicker than I had anticipated. It was definitely worth paying the additional charge for them team to assemble the bed for us! I could not fault the delivery service provided.

Got great mattress for my daughter at very reasonable price. Sales person was also very nice. It was second time I got a mattress with them and will definitely buy again when needed

From the first visit where we spoke with Tammy at the Cannock store who was fantastic. Very caring approach, listened to our needs and identified something suitable, to returning a few months later and dealt with Matt and Paul where the service was first class, Attentive, knowledgeable, friendly but professional and naturally we purchased from there. We felt totally looked after and our needs taken into account. We don't have out bed yet as we are waiting to move house but I'm sure the service will continue until it is delivered. Thanks guys for a very good experience. Would definitely return and recommend.

The shop assistant was great, really helpful and informative.
She advised several beds which would be suitable but wasn’t pushy.

I ordered a wrong bed wanted an ottoman . As soon as I noticed the same day tried to cancel I am now on day 8 of trying cancel the bed. Phoned up everyday nobody can locate the order yet have taken my money from my account have now asked the bank for a recharge . I will never order from this company again . They do not reply to emails or can even help when you phone them. Hence I had to wait over 55 minutes for someone to answer. Waste of space . Has a 12 weeks delivery window too which is bad . Just refund my money so I buy a new bed!!

Keiran and Drew delivered my new bed, mattress and bedside table on Friday 10 July. They were very respectful of my home, and did a great job. It was over 30 degrees so a hugehank you and well done both of you. 👍😊

The Dream bed frame is a bit pricey, but the quality is excellent. This is the second time I’ve purchased a bed frame here, and I will definitely choose this company again if I need to replace a bed frame in the future.

Finally, we have been given a delivery date 1 month late. However, we’re unable to take delivery on the date they have assigned. You’d think no problem, just rearrange. Nope. Requesting a change of date puts you to the back of the queue. The company line is now that the bed out of stock. Absolute madness.

Update as of 12/7 - as you read it, ask yourself the question- what happened to the bed that was being delivered and why is it like making a new order if you can’t accept the assigned date?

Work for the NHS? Don’t order.
Fire service? Don’t order.
Police service? Don’t order.
Single parent? Don’t order.

—————————-

This is the response confirming the Dreams order process:

I can only apologise for any inconvenience caused; I can see from your review that a date was scheduled which was not convenient for you. We had looked to rebook this but sadly the Deacon SK Grey (200u&i Sleepmotion) is now unavailable and so a new date could not be scheduled.

I understand the frustration and disappointment this delay has caused, and I am very sorry for the inconvenience. Unfortunately, we are unable to view or schedule future delivery dates while a current delivery date remains on the order. This can sometimes create an issue when a bedframe becomes out of stock, as we are not notified of the stock issue until the existing delivery date has been removed from the order. Please be assured that we will contact you as soon as a new delivery date becomes available and can be scheduled.

***Initial Review below***
The customer service department of Dreams is literally so bad. Their telephone lines are either down because of a "technical issue" or unavailable because of "upgrades"
No problem, I'll simply pop an email over. Do I hear anything back? Haha! No.
I placed an order for a bed and mattress over a week ago but mistakingly ordered the wrong size bed frame and mattress. I noticed immediately and tried to contact customer service. I simply wish to speak to someone to change my order before the order goes through and I get a delivery date confirmed.
Honestly, it's absolutely impossible to have a conversation with someone!
I received a text a few days back to say that my query will be dealt with in under 72 hours. Guess what? I'm still waiting.
Absolutely shocking service and if my order is delivered in the wrong size, I will simply refuse it and prove that I have attempted to contact the company at least 3 times.
Do yourself a favour and shop elsewhere for a better experience

***Edit to show updated review***

I have changed the review score as from 12th June 2026 as I was contacted by phone by Faye Macgregor as promised.
She immediately apologised for the delay and confusion and rectified my order within the hour at no additional cost to me.
I simply had to choose a different mattress as the one I wanted doesn't come in the size I need.
The order confirmation soon arrived showing the updated order including assembly service and a delivery date of 1 month which is far sooner than expected!
Well done Faye! Nice one. Hopefully all your customer service reps take note of how to deal with customers moving forward