Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.68

“Trustpilot reviews Thanks for your review! Dreams logo Dreams - Uddingston Your review is pending.Read more Majid Ali 1 review GB Rated 1 out of 5 stars DO NOT BUY FROM DREAMS DO NOT BUY FROM DREAMS! Purchased a Therapur Actigel Glacier 3600 mattress costing as obscene £1799 in August 2023. Mattress was sold to me with a 10 year warrenty, which was one of the strongest selling points of the mattress. I was assured that if there were any issues within 10 years then the mattress would be replaced giving me plenty of peace of mind. Fast forward 3 years, the mattress is sagging over the edges on my divan bed base. The bed base is absolutely fine, but they have blamed the failure of the mattress on the bed base. At no point during buying the mattress was I told I needed a specific bed type, and the sales person was well aware I was purchasing the mattress on its own. I put in a claim via Dreams insurance who did their own investigation and bizzarly found there to be no fault with the mattress. I believe that the 'independent' technician has issued a report blaming the bed base for the failure of the mattress, even though verbally be said there was a batch of faulty mattress produced around the time of purchase but conveniently he has not including this in his report. I escalated to the Furtinture Ombudsman, who also based their decision on the technicians report. Even though I supplied multiple peices of evidence available online proving this mattress suffers from premature sagging. What I am left with is an extremely expensive mattress which isn't fit for purpose, leaving myself and my wife with constant back-ache due to the foam internally splitting inside the mattress.”

Helpful Report

Posted 3 days ago

“Had 3 mattresses delivered 2 had bad seams and 1 was badly stained. Obviously not checked before delivery. Customer service appalling waiting on phone for 3 hours and still didn't get a reply. Emails not replied to for up to a month. Decided to go to shop no one there to sort problem. Manager off as he was day we bought it, no assistant manager. Quoted Consumer Rights act 2015, they were on phone to another store manager who hopefully has sorted issue. Will wait and see. Warehouse where mattresses are dispatched from need to up their game.”

Helpful Report

Posted 1 week ago

“The store is not the issue. It’s fulfilment of order and hostile unprofessional delivery drivers. Order delivered in three parts. No notification of missing parts of order. Delivery 1 )They book you a time that cannot be changed (in capital letters) then come a hour early having notified you at 7am via text. Giving you approx a hour to change your plans and get to delivery. 2) delivery 2 for missing but was okay but Then part of order missing. Delivery 3) Refusal to assemble bed they had been asked to do on order. Refusal to review my paperwork that proved it. Then I’m being accused of agro and told I’m being filmed by their van, i said by all means look back on how rude you are. People in store seem powerless to do anything. Go to ikea, choose a bed and drive it home if you can. These people are dreadful and the delivery team unaccountable and horrible.”

Helpful Report

Posted 1 week ago

“Desperately disappointed with our new mattress that we have had 2-3 months. We tried all the mattresses in the showroom and tried their machine, that measure’s your bodies needs, we paid £2,700 for a top of the range mattress. After 4- 6 weeks it started to dip and literally collapse. It is causing us chronic back problems. We reported it to Dreams who sent an independent assessor to measure the dips, this was two weeks ago. We have heard nothing back from Dreams. We were within our 30-100 return time when we reported it. We are sure they are delaying, so we go over 100 days before responding. The mattress is not fit for purpose. Complete was of money.”

Helpful Report

Posted 1 week ago

“Hi my name is Colin heath I bought a mattress given a delivery date in the shop and on our invoice for 16 of October.waited in all day it got 4pm phone them waited for them to phone back . Told the delivery date was 20th would have it was on our invoice for the 16th we took our old mattress to the this morning they we could have blow up mattress I hope they joking but reading there reviews it seem to be happening a lot I think they should change there name to nightmare because that whet it is if think of buy a mattress I would think hard and reading so of the reviews first as a company they take your money once they you don't matter”

Helpful Report

Posted 2 weeks ago

“Hi my name is Colin heath I bought a mattress given a delivery date in the shop and on our invoice for 16 of October.waited in all day it got 4pm phone them waited for them to phone back . Told the delivery date was 20th would have it was on our invoice for the 16th we took our old mattress to the this morning they we could have blow up mattress I hope they joking but reading there reviews it seem to be happening a lot I think they should change there name to nightmare because that whet it is if think of buy a mattress I would think hard and reading so of the reviews first as a company they take your money once they you don't matter”

Helpful Report

Posted 2 weeks ago

“I am extremely happy with the delivery of my bed the two guys were friendly and considerate”

Helpful Report

Posted 2 weeks ago

“Everything is a Nightmare with this company. Keeping it short. Headboard delivered 18th. Bed frame 28th September No sign of the very expensive mattress. Bed frame malfunctioned 30th September. Eventually ( yesterday 1st October) after alot of correspondence via whatsapp i was told a manager and a technician would phone. Still waiting. Im disabled and in alot of pain. This is far the worst customer service i have ever had. Pkease dont buy a bed from them.”

Helpful Report

Posted 4 weeks ago

“It has been a thoroughly unpleasant experience that has still not been resolved. My bed was originally delivered on 8th July. I noted that the headboard had 2 very distinct and noticeable flaws, both divan drawers very noisy opening and closing and one of the drawer fronts was damaged. The delivery man / fitted apparently either did not notice these things or decided to say nothing. He told me he would get Customer Services to call me the next day. Two weeks later I was still waiting for said call so I went into my local store to enquire and was told that the delivery man had made a mistake and that return calls were taking 2-3 weeks (?). Eventually, it was arranged that I would receive 2 new drawers and a headboard and these would be delivered and installed on 3rd September. The headboard, after inspection, was replaced, however, the fitters had arrived without drawer fronts and only drawers. I agreed to have them all replaced at the same time and this was arranged for 23rd September. This time the fitters arrived with drawer fronts only and no drawers, so at least the damaged front was replaced. Dave from Customer services called me later that day to apologise and make a 4th appointment which we agreed for 29th September. This time, I did not receive confirmation of a 2 hour time slot the day before ( you know what's coming now). I called customer services at 8.34am and received the recorded message that opening times was from 9am. So I called back at 9.02 am and heard the recorded message saying that lines were down until 10.15am for maintenance. When prompted, I used the link to make contact via WhatsApp at 10.22am - response expected within the hour. I received a response almost 2 hours later at 12.07 pm from Beau. She told me that the appointment was actually arranged for 7th October which I know is not possible as my fitted wardrobes are being replaced that day in the same bedroom and I would not have agreed this. Since yesterday at 12.57 pm she has still not responded and my complaint remains unresolved as at 6pm 30th September. Incidentally during this whole process, I was offered £100 to put up with the bed as it was originally. I would expect this kind of response from "beds are us" or " beds in the shed" but I chose Dreams. National, well renowned, professional and I had high expectations. Somebody needs to sort this out now!!!!!! I will not go quietly, I will not accept any more ineptitude and will not accept £100 compensation. If I ever get the replacement drawers and they make the same noise whilst opening and closing, you must accept that there is a design flaw or serious quality control issues. Please contact me with an agreeable solution”

Helpful Report

Posted 1 month ago

“Really disappointed with the delivery service. The driver was extremely rude to my mum and initially tried to leave a heavy bed outside the front door. When she politely asked for help bringing it inside, he huffed and puffed, brought one box in, then left the other blocking the doorway and said, “Nah, that will do for me.” Absolutely unacceptable customer service. I’ve complained to the company and would not recommend based on this experience.”

Helpful Report

Posted 1 month ago

“Absolute shambles of a company bought a mattress paid it told it would come on the Tuesday week after cancelled day before by now we’ve put old mattress out they offer a blow up bed new date 24 cancelled now due in September which I’ve no doubt will be cancelled every body passing the buck none of them can tell the truth different reasons for cancelling don’t go to this company they are rogues”

Helpful Report

Posted 2 months ago

“This is a truly awful company, it’s customer service is non existent, do not under any circumstance have anything to do with them. They are great in the show room where they con you into paying but woe betide you when the delivery is due, it won’t happen, or if you have to contact customer service, they have non, your call is just left unanswered. I think they must be going bust so don’t go anywhere near them, charlatans, the lot of them.”

Helpful Report

Posted 2 months ago

“We recently purchased mattresses from Dreams for ourselves and our daughters and are extremely pleased with the mattresses, which are comfortable and excellent quality; however, we were very disappointed with the complimentary pillows and duvet cover, particularly the pillows, which were extremely uncomfortable and caused neck pain for several members of our family, leaving us with no choice but to recycle them and purchase new ones, so while we are very happy with the mattresses, we feel the quality of the free items was disappointing and would rather Dreams offered customers the choice than provide complimentary products that do not meet the expected standard.”

Helpful Report

Posted 2 months ago

“Jasmine in Bridgend store was extremely helpful, informative & pleasant. She asked us to lie on the sleep match bed for assessment and sleeping position to be matched with store beds. We were offered a pillow which was purchased but we are still trying to adjust to it. We declined a drink as more importantly wanted to try new cool mattresses. The service provided at store with Jasmine was great. We did try to amend delivery day but when contacting the Bridgend store the man who answered couldn’t help and referred us to customer service! Personally after suspending £3,400 on a complete bed I would have expected a different response ! Customer service had a 90 min wait time so it was easier to ring our hospital to amend an urgent appointment! I hope that if we do experience any problem or issues that the CS dept will be efficient and quick to oblige. So far we seem to be not experiencing a cool mattress as supplied all legs were supposed to be Beech and we have different shades of Beech ? After 7 nights of sleeping on our therapur actigel Alaska 600 it was swivelled and we seem to be getting two body shaped either side with a lump in the middle of mattress. The therapur bed protector is possibly prevent the cooling effect of this mattress as it’s not a 100% cotton protector. We hope this will improve over the next month ?!”

Helpful Report

Posted 2 months ago

“This is an awful company and I would not recommend buying from here. I have been waiting for a bed for over 3 months now. I was finally given a delivery date 2 days ago and I made arrangements to be at home for the delivery only for it to be cancelled on the day. I have been trying to speak to a customer services rep and can't get through to anyone. On their online chat facility, I have been waiting for 3 hours now to speak to someone and I still have 70 people ahead of me. Unbelievably bad service. Don't buy with this company. Never again!”

Helpful Report

Posted 2 months ago

“Dear Dreams Customer Services, **URGENT FORMAL COMPLAINT & NOTICE OF POTENTIAL LEGAL BREACH** **YOKOHAMA ERGOMOTION BED – DISABLED CHILD – DELIVERY 14 AUGUST 2026** I am writing to make an **urgent formal complaint** regarding Dreams' handling of our purchase of a Yokohama Ergomotion bed for our disabled son. This matter has now gone considerably beyond an ordinary delivery complaint. As a direct consequence of Dreams apparently failing to record a payment that Dreams had already received, Dreams has reallocated both the stock and delivery slot attached to our fully paid order. The consequence is that our disabled son is now at risk of being left **without a bed and potentially having to sleep on the floor** when his existing bed is collected on 14 August. I require this complaint to be escalated immediately to a senior manager with authority to resolve it. ### 1. Chronology For clarity, the relevant chronology is as follows: **Deposit paid** – We paid the required deposit to secure the Yokohama Ergomotion bed while awaiting availability. **29 May 2026** – Dreams contacted us and **confirmed that the bed was available for delivery**. We asked Dreams to postpone delivery because renovation work was taking place at our property. **5 August 2026** – We paid the outstanding balance **in full**. **14 August 2026** – A delivery date was subsequently agreed and arranged. Despite Dreams having received full payment, we then received a voicemail stating that unless we cleared the outstanding balance, we would **lose our delivery slot**. We immediately contacted Dreams because the balance had already been paid. After spending approximately **two and a half hours in a telephone queue**, we were eventually informed that Dreams had apparently failed to update its internal system to show that our payment had been received. We were then informed that, because of Dreams' own administrative failure: * our confirmed delivery slot had been reallocated; * the stock allocated to our order had been reallocated; and * Dreams could no longer confirm when our son's bed would be delivered. The position is therefore remarkably straightforward: **We paid Dreams.** **Dreams received our payment.** **Dreams failed to record that payment correctly.** **Dreams treated our fully paid order as though payment had not been made.** **Dreams then reallocated our stock and delivery slot as a consequence of its own error.** We are now being expected to suffer the consequences of that failure. That is unacceptable. ### 2. Consumer Rights Act 2015 – agreed delivery date I draw Dreams' attention to **section 28 of the Consumer Rights Act 2015**, which governs delivery of goods. The legislation expressly provides for circumstances in which the trader and consumer have **“agreed a time or period”** for delivery. Dreams confirmed that the bed was available on 29 May, subsequently accepted payment of the outstanding balance in full on 5 August and agreed delivery for 14 August. This was therefore not simply an estimated date appearing on a website. It was a delivery arrangement made after Dreams had confirmed availability and received full payment. The Act also specifically recognises circumstances in which delivery at the agreed time is essential, including where the circumstances surrounding the contract make that apparent. Dreams is now expressly on notice that the bed is required for a **disabled child**, that his existing bed is due to be collected on 14 August in reliance upon the agreed delivery arrangements, and that failure to deliver potentially leaves him without an appropriate bed. I therefore require Dreams to consider immediately its obligations under section 28 and the remedies arising if it fails to deliver in accordance with the agreed arrangements. ### 3. Dreams' internal administrative error does not become the customer's problem This is not a situation where stock has unexpectedly become unavailable before an order was confirmed. Dreams confirmed availability on **29 May**. Nor is this a situation where the customer failed to pay. Dreams received the balance in full on **5 August**. Nor did we cancel or miss our delivery. Instead, we have been expressly told that Dreams' own system was not updated to recognise payment and that, as a consequence, Dreams reallocated our stock and delivery slot. Dreams cannot reasonably expect us simply to accept an indefinite replacement delivery date when the situation has arisen entirely because of an internal administrative failure by Dreams. ### 4. Potential losses arising from Dreams' breach Dreams should also be aware that the Consumer Rights Act does not necessarily represent the entirety of the remedies available to a consumer. The Government's official explanatory notes to the Consumer Rights Act explain that consumers may, depending upon the circumstances, pursue common-law remedies including **damages**. The notes explain that damages are generally intended to put the consumer in the same position as if the breach had not occurred. Accordingly, we reserve our position regarding any **reasonable, foreseeable and evidenced losses** that arise directly from Dreams' failure to fulfil its contractual obligations. This could include reasonable costs necessarily incurred in obtaining an appropriate temporary solution for our son if Dreams fails to provide the bed as agreed. We sincerely hope this will not become necessary. ### 5. Equality Act 2010 – reasonable adjustments There is an additional and particularly important issue. **The intended user of this bed is our disabled son.** Dreams has now been expressly informed of his disability and of the potentially serious consequences of its administrative failure. I therefore draw Dreams' attention to **sections 20 and 21 of the Equality Act 2010**, together with the application of the reasonable-adjustment duty to service providers. Section 20 provides that, where a provision, criterion or practice puts a disabled person at a substantial disadvantage compared with a person who is not disabled, there is a requirement: **“to take such steps as it is reasonable to have to take to avoid the disadvantage.”** The Government's explanatory notes concerning the application of the reasonable-adjustment duty to service providers further explain that: **“the duty is owed to disabled persons generally”** and describe it as: **“an anticipatory duty”** under which service providers must anticipate disabled people's needs and make appropriate reasonable adjustments. I am therefore formally putting Dreams on notice of our son's disability and asking Dreams to consider immediately what reasonable steps can be taken to prevent him suffering a substantial disadvantage as a result of Dreams' administrative failure. For the avoidance of doubt, I am **not alleging at this stage that Dreams has deliberately discriminated against our son**. However, Dreams is now expressly aware of: 1. his disability; 2. the fact that this bed has been purchased for him; 3. the agreed delivery date; 4. the fact that his existing bed is due to be collected on that date; 5. the fact that Dreams' own administrative error caused the stock and delivery slot to be reallocated; and 6. the fact that failure to resolve the matter may leave a disabled child without an appropriate bed. What Dreams chooses to do **now that it has this knowledge** is therefore extremely important. ### 6. The response from Dreams so far is unacceptable Having explained the seriousness of the situation, we were effectively told: **“There is nothing I can do except get a manager to call you back within 24 hours.”** I consider that response wholly inadequate. We are not complaining that a sofa or dining table might arrive late. We are explaining that an administrative error by Dreams potentially leaves a **disabled child without a bed**. At that point I would expect an organisation of Dreams' size to escalate the matter immediately, investigate available stock across its distribution network and stores, consider alternative delivery arrangements and identify an appropriate interim solution if the original commitment genuinely cannot be fulfilled. A routine promise of a managerial callback within 24 hours does not adequately address the urgency of the situation. ### 7. Action now required I require Dreams to take the following action urgently: **1. Confirm that our account is paid in full.** Confirm in writing that the payment made on 5 August was received and that there is no outstanding balance. **2. Reinstate the 14 August delivery.** I expect Dreams to make every reasonable effort to recover either the stock originally allocated to us or equivalent stock and reinstate the agreed delivery. This should include escalation to the relevant distribution centre and senior operational management rather than simply relying upon what your customer-service system currently displays. **3. If necessary, source the product elsewhere within Dreams' network.** If our original stock has genuinely been reallocated, I require Dreams to investigate urgently whether equivalent stock can be sourced from another distribution centre, store or other available Dreams inventory. **4. Provide an appropriate emergency solution if delivery cannot be reinstated.** If Dreams genuinely cannot provide the purchased bed on 14 August, I expect Dreams to explain what reasonable alternative arrangements it proposes so that our disabled son is **not left sleeping on the floor because of Dreams' mistake**. **5. Provide the earliest guaranteed replacement delivery date.** An indefinite statement that Dreams will contact us when stock becomes available is not acceptable. **6. Explain how this happened.** Please explain in writing how Dreams received full payment but nevertheless treated the order as unpaid and subsequently released both the stock and delivery slot. **7. Address consequential losses.** Please confirm Dreams' position regarding reimbursement of any reasonable and evidenced costs we are forced to incur obtaining temporary appropriate sleeping arrangements because Dreams fails to honour the agreed delivery. **8. Address compensation.** Please confirm what compensation Dreams proposes for the significant inconvenience, distress, disruption and approximately two and a half hours already spent attempting to rectify an error caused entirely by Dreams. **9. Register this as a formal complaint.** Please provide the formal complaint reference and identify the senior person or department now responsible for resolving it. ### 8. Preservation of evidence Please also ensure that Dreams preserves all records relating to this matter, including: * the original order; * confirmation that the bed was available on 29 May; * payment records; * the payment received on 5 August; * system notes concerning the order; * the allocation and subsequent reallocation of stock; * the original delivery allocation for 14 August; * any internal records explaining why that slot was released; * the voicemail concerning alleged non-payment; * recordings and notes of our telephone conversations; and * records showing when Dreams' systems were updated to recognise our payment. We are retaining our own documentary and telephone records. ### 9. Formal notice of escalation I hope Dreams recognises the seriousness of this matter and resolves it immediately. If it does not, we reserve all of our rights and remedies, including those potentially available under the **Consumer Rights Act 2015, the Equality Act 2010 and the general law of contract**, together with the right to seek recovery of any reasonable and recoverable losses arising from Dreams' failure. We will also consider escalating the matter through the appropriate consumer complaint and dispute-resolution channels and obtaining independent legal advice regarding the circumstances. I want to emphasise again that this situation is not of our making. **Dreams confirmed that the bed was available on 29 May.** **We paid the balance in full on 5 August.** **Dreams agreed delivery for 14 August.** **Dreams failed to record its own payment correctly.** **Dreams then reallocated our stock and delivery slot because of that error.** And Dreams has now been informed that the consequence may be that **a disabled child is left without an appropriate bed**. We have fulfilled our obligations. I now expect Dreams to take ownership of its failure and provide a solution. Please treat this as an **urgent formal complaint requiring senior management intervention** and contact us with a substantive resolution as a matter of urgency.”

Helpful Report

Posted 2 months ago

“Clown Show. We ordered and received a mattress, this was not suitable for our daughter and we arranged an exchange (at an administration cost of £90). The exchange date was booked by Dreams Ltd and several confirmation emails were received and driver arrived, with no replacement mattress and would not take the old one away, so had no reason to visit really. I went on line to Dreams Ltd who made up some delivery nonsense and re-arranged the delivery for a week later. Under duress they refunded the £90 admin fee. New delivery day is confirmed by several e-mails from Dreams Ltd and texts confirming arrival time. Sadly no one came and online to Customer Service who think apologies will save the day and a re-arranged date. Still fighting as a self employed person taking days off costs Money. The made up reasons this time are production issues, but they have offered a new delivery date for four days so not sure that is all true. So if you are happy with your bed, I am pleased for you, but if you have to exchange, then good luck. As the Clowns are in charge. Customer service Manager has just told me I am being unreasonable for expecting a delivery on the date booked.”

Helpful Report

Posted 3 months ago

“Paid almost £800 for a mattress which didn't arrive when it was scheduled to, and I was then told it would be another month. I cancelled the order, and am being told it will take two weeks. Dreams has now had my £800 for two months, but I don't have a mattress.”

Helpful Report

Posted 3 months ago

“Cancelled t cancelled then reinstated my order then cancelled and reinstated again impossible to contact on the phone and the chat service is worse than useless with formulaic answers. Do not order from these people.”

Helpful Report

Posted 3 months ago

“No update re delivery after placing order . Eventually a date was given ——— why on earth does anyone have to wait 8 weeks for. Bed to be delivered ——- AND they have had my money all that time . I could go Amazon and have a bed next day . Never again”

Helpful Report

Posted 3 months ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 56%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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