Dreams Anmeldelser 

The staff were very friendly and gave great advice

When we visited Dreams to purchase a new mattress for our new move, my adult daughter explained her requirements clearly. She is a lightweight combination sleeper (sleeping on both her back and side) and was looking for a supportive, durable mattress that would provide balanced comfort for both sleeping positions.

Based on the advice of your sales colleagues, she purchased the TheraPur Arctic 3000. After sleeping on it after delivery, it became clear that it was far too firm and unsuitable for her needs. Trusting the advice given, we used our one Comfort Guarantee exchange to move to a TheraPur Glacier 4000 in Medium comfort.

Unfortunately, this mattress proved unsuitable for the opposite reason. Rather than providing balanced support, it allows her hips and lower back to sink too deeply, leaving her with extreme soreness and pain —something she has never once experienced from a mattress despite being lightweight. We also noticed a visible dip developing where her hips rest, even though the mattress is still relatively new (we use a mattress protector too!). While I am not suggesting it is faulty, this experience has reinforced our concerns about heavily cushioned and pillow-top style constructions.

Rather than immediately asking for a refund, we made every effort to find a suitable replacement within the Dreams range. We visited several Dreams stores and spent considerable time trying numerous mattresses, including the Silentnight SleepResponse Breatheasy 1000, SleepResponse Relieve 2000, Dream Team Gold Rochester 3200, Sleepeezee models.

During these visits, we sought further advice from store colleagues but were generally encouraged simply to "try a variety of mattresses" rather than being given recommendations based on her sleeping position or mattress construction. As a result, we ended up carrying out our own deep research into mattress design, durability and suitability for lightweight combination sleepers, which somehow Dreams staff cannot seem to provide the knowledge for. Despite all of our efforts, we have been unable to find a mattress within the Dreams range that meets her needs.

I am particularly disappointed because we relied on the expertise of Dreams' advisers when making both the original purchase and the exchange. My daughter clearly explained that she was a combination sleeper looking for a supportive mattress with good long-term durability and that she wished to avoid heavily cushioned constructions after bad experiences with Therapur, not difficult requirements. Despite this, she was first recommended a mattress that proved far too firm and then one that proved excessively soft. Staff also recommended her Chippenham, which is rated to be "very firm"(?), which makes us less confident in staff's knowledge. This has left her without a suitable mattress despite following the advice provided and exhausting our one Comfort Guarantee exchange. It's heartbreaking seeing my daughter not once having a good night's sleep that she had expected from a Dreams mattress since moving at our new place.

I fully appreciate that we have already used the Comfort Guarantee exchange and understand that your policy does not normally allow a refund. However, this is not simply a case of changing our minds, especially when I'm satisfied with my Dreams Chippenham mattress and our divan bases with prompt delivery, thus rating it 2 stars. We acted in good faith, relied on the professional advice provided, and made every reasonable effort to find a suitable alternative within the Dreams range before concluding that there simply isn't one that meets her requirements.

Since then, we have found a natural-fibre pocket-sprung mattress outside the Dreams range that provides exactly the support and comfort she was ultimately looking for. Unfortunately, after spending almost £1,400 (extremely expensive for a pillow-top! mattress) on the Glacier 4000, we are not in a position to purchase it to help improve her sleep health without first resolving this matter.

I therefore ask Dreams to review our case as a gesture of goodwill and consider offering a refund.

I also attempted to resolve this directly through Customer Services, but the waiting times on live chat have been extremely long. I have been waiting for hours without reaching an adviser. As a result, I am now seeking assistance through Trustpilot Customer Service in the hope that my complaint can be reviewed with a fair resolution reached. I have provided my order no. privately in this review.

Great service from the staff, easy purchase and got all the help I needed.

Brilliant service from
William at your
Guilford Store didn't rush us at all explained everything for us choosing a new mattress. Very pleasant and helpful experience.

Very pleasant and informative shopping experience, including body analysis with sleep match machine.Nicole was super helpful.

Very helpful, very patience

Been in today. Darren was most helpful. Unfortunately the bed I wanted is not in showroom but otherwise all good. Early days so hopefully I’ll still be singing your praises Darren!!

We had a fantastic experience at Dreams in Riverside Retail Park, Chelmsford, thanks to Maria. From the moment we arrived, she was welcoming, friendly and very knowledgeable.

Maria took the time to use the Sleepmatch system with us to find the bed that best suited our individual sleeping styles, and then patiently showed us all the beds that matched our results. There was never any pressure to buy, and she answered all of our questions honestly, giving us plenty of time to try each option.

Her excellent customer service made what could have been an overwhelming decision feel easy and enjoyable.

Thank you, Maria, for all your help, we’d highly recommend asking for her if you’re looking for a new bed!

Brandon was excellent - too the time to understand my mom’s needs and had real patience with us. Thank you so much for your help and time!

Everything was done brilliantly and excellent service was provided by Nav (Staff). We will always prefer Dreams in future.

Debbie was super helpful, professional and approachable from start to finish.

We are really happy with the deal we got - and can’t wait to pitch up in our new super king!

The staff was very friendly, offered me a tea. There was a problem with my order and the manager sort it out with the staff in no time.

Welcomed by Sarah who helped us find our match with a mattress

Excellent product both the mattress and the bed base. Nothing but praise for both the Llandudno based staff and a superb service from the 2 gentleman who put the bed base together for us. The whole procedure from order to delivery/assembly was first class and made our day. Well done DREAMS.

Appalling service. I initially ordered 2 mattresses and bed frames in May. I paid a deposit of £400. I noticed after leaving when I looked at the invoice that the wrong items had been ordered and went in the following morning. I was assured the amendments had been made and that I would receive confirmation from head office. I didn't. I checked a number of times and was assured that the order had been amended but as the delivery date approached still had no confirmation so I checked again. As expected the wrong items were still there so I cancelled and just went elsewhere. They initially tried to apply a cancellation fee but eventually accepted they had made the mistake so it didnt apply. However they only refunded part of the payment and withheld £135 on the basis that they had given me 2 'free' pillows and a mattress protector. I returned these unopened to the store and asked for a receipt but was refused. I did however take a photograph of me handing the items back (at their request). I have chased my outstanding refund a number of times now and was told on 7 July that it was being processed and I would receive it in 5 days. No surprise that it never materialized and all attempts to contact have been unsuccessful. The 'chatbot' does not allow a complaint to be escalated and phoning only results in being told youre 96th in the queue but they'll hold your place and call back - they don't. The staff in the store say they can't deal and will not give a contact email or phone number for head office so blocked at every turn. Absolutely disgusting service which is essentially theft. My son had the same experience and warned me before I placed the order. I should have listened. My next step will be contacting the ombudsman to get my money back.
Note: Peter, I have stated my order number which Trustpilot confirmed will be visible to you. Please don't suggest I contact your customer service team - as above, I have multiple times. Confirmation that you will be returning my money to me will suffice.

I came into the Eastleigh branch looking for a bed frame. I was greeted by Rob the store manager, He assisted me with what I was looking for and listened to all the questions I have to get me into the right bed. I can't recommend them enough very professional and welcoming team.

They were really attentive with my needs and really made me feel comfortable by letting me try as many beds as possible to make it suitably adjusted to me. I personally really found the ‘sleep match’ really relaxing and a unique feature that was there! Really enjoyed my experience here and would recommend many to come here too.

Absolutely fuming! My order SO000173373 was meant to arrive today and after receiving messages with the time slot yesterday, then one later saying it wasnt coming, then another one today saying it was coming, I phoned the delivery team and the Portslade store where I ordered it and have been told it's not coming and no one seems to know when it will be delivered. Shocking service! I sold my current mattress 4 days ago in anticipation and now my back is in worse pain from sleeping on a chair bed. The whole reason I bought a new mattress from Dreams was to save my back. What will you do about it?!

Haven’t actually received our bed yet because their delivery system is so bad. If you want to change the date they give you, then they have to remove this date from the system and allocate you another one which in my case is 3 weeks after the original. If you want to try for another date, then they have to remove that date again, so it might be even further into the future. A crazy system and not at all customer-focussed.

Couldn’t have asked for more from my experience with Andy at Dreams, he helped me pick a mattress perfect for my needs. His years of experience in the job was apparent, with the way he supported me through the whole process and going out of his way to be polite and friendly, and got me a hot drink both times I visited. He really gave me all the time I needed so I wasn’t feel rushed or pressured in my decision. A month later and the Tempur mattress I chose is no doubt one of the best purchases I’ve ever made! Thanks Andy!