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

“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 5 hours 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 day 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 week 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 1 month 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 1 month 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 1 month 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 1 month 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 2 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 2 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 2 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 2 months ago

“Memory foam matress. Decided what matress we needed in store told on checkout not in stock. Told we have similar matress. Purchased came home Unrolled it. Waited two hours as stated It was to short. Rang store was told to ring customer services. Rang was diverted back to store. Store said nothing they can do wait 48 hours. I asked to speak to a manager I was told he does not speak to people on the phone. I asked if i could speak to the managers assistant but was told everyone is on one level here so i could not talk to anyone. I explain the problem and was told nothing further can be done in store. The guy was rude and unhelpful just kept referring my back to customer services. Again with frustration Rang customer services to be told to measure the matress 7cm to short so was told to wait 72 hours to see if it had increased in length. Asked if it was a European bed? NO its from DreamsI asked for a refund was told no another company would need to come out and look at the matress to make sure it was too short. Purchased from dreams in the past never again. Never have i been told a manager does not speak on the phone.😡 Customer services would not take a complaint from me for the store just cut me off with another company is coming to look at the matress? Ask how long .they could not give a time or date.”

Helpful Report

Posted 4 months ago

“Rubbish customer service, bought an item and I paid for the warranty (8 years long) and it malfunctioned within 6 months of usage (due to so called “wear & tear”). A hassle to deal with and they refuse to help the hard working customer .”

Helpful Report

Posted 5 months ago

“I purchased a mattress for £1200, the mattress warranty is 8 years, however within the first 6 months the mattress has issues. It was deemed that the mattress isn’t faulty, as a result now me and my spouse have sleeping issues due to pains around the body. Be careful before purchasing as they will hassle you until you either have enough or get what you want. Their customer service is appalling and truly wastes the time of the hard working t.”

Helpful Report

Posted 5 months ago

“Customer service confirmed on a recorded call that my mattress and Sleepmotion base could be returned with collection fees. Later I was told the advice was wrong and Dreams would not take the items back at all. Escalations have refused to review the call properly or resolve the situation. Very disappointing experience.”

Helpful Report

Posted 5 months ago

“Utter nonsense and unprofessional team. Ordered on 1st December 2025 . One of the product is with their lined up manufacturer and even after 8 weeks haven't received them . No clear delivery plan. poor professional approach. They give delivery time with extra hours to be kept in hand and they do not turn up on the said time. You pay to get poor service and delivery. Call their customer care and you are in a loop as they don't have any solution to give if you order from dreams and that belong to their lined up manufacturer. Better to get a good carpenter and get it done and then buy a mattress or try other company with better delivery service. Will definitely not recommend DREAMS ever. I have done the payment and on the list of delivery now. Once you paid and bought the product then they don't care with delivery anymore. Multiple mail exchange and calls with dream customer care- you only get to hear that they will come with a new date. May be 2027 i guess. Avoid on all cost any product from DREAMS. I hope you keeps this review . Happy to share all proofs with you for the authenticity of this review. Order number 298A027936(for your reference)”

Helpful Report

Posted 8 months ago

“just now New I recently purchased a mattress in store that was delivered 6 days ago, that has remained in the original packaging in my hallway and we decided that we wanted to return the mattress, only to be told that as we had purchased the mattress in store rather than online, we have no right to return it!! So, if we had purchased the mattress online, we would have had 14 days from the date of delivery to return the mattress, but if you purchase in store, BEWARE, they will not allow you to return full stop! I think it is an absolute disgrace and I’m not even sure how that is allowed, or what has happened to my consumer rights - this was also not disclosed to me at the time of purchasing the mattress. Scammers! Now stuck with a £1,500 mattress that we don’t want or need!”

Helpful Report

Posted 1 year ago

“Extremely poor customer service department. No response to emails. Don’t call back as arranged. Constant contradictions from staff. Poor and incorrect wording in policies and correspondence. Exchange and replace DO NOT mean the same thing! Generally felt fobbed off”

Helpful Report

Posted 1 year ago

“Bed was delivered broken, 8 weeks in now and still not fixed. The first technician was a no show, the second said I had to raise another complaint, only automated response to my attempts to contact them, my negative trustpilot review wasn’t published, shocking quality and even worse customer service, I feel totally ripped off , they’ve turned what was supposed to be a treat into a hugely expensive disappointment”

Helpful Report

Posted 1 year ago

“DO NOT TAKE OUT INSURANCE WITH DREAMS . NOT WORTH THE PAPER ITS WRITTEN ON HROUGH… DO NOT TAKE OUT INSURANCE THROUGH DREAMS I bought a bed costing over £4000 in total. The bed frame was £1499 . Its an ottoman frame and the pistons were faulty so a man came from insurance company amd verified this and said he would order new ones . Then apparently they could not do that and our bed frame is now discontinued. All I could do was order a different frame but if its cheaper no money would be refunded. There are no suitable alternatives as my bed in navy velvet and my whole room is furnished to match this. So asked if I can keep my frame and have a refund and repair at my cost or can I have an alternative which us £500 cheaper and keep my broken frame. I was told No to every suggestion. So basically no refund no suitable replacement and no to repairs. Absolutely disgusting and a complete waste of time and money.”

Helpful Report

Posted 1 year 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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