Dreams Reviews

Name: Dreams
Address: -, - -,, High Wycombe
Rating: 1.70

1.7 Rating 378 Reviews

16 %

of reviewers recommend Dreams

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Metrics

1.7

Based on 378 reviews

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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Email:

customerservices@dreamsbeds.co.uk

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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 day 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 week 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 4 weeks ago

“On 6 May I ordered a Dreams Workshop divan base, matching headboard and a mattress. When it was delivered on 2 June I discovered that the divan base was damaged. I then spent ages on the Live Chat where I was offered money off if I was willing to keep the damaged divan. I decided I would rather have a replacement. On 16 June the replacement divan base arrived. A short time after two of the drawer fronts fell off as they were not properly attached. On 27 June I spent ages on the Live Chat trying to sort out another replacement. On 30 June I had to contact Dreams Live Chat again as another of the drawers jammed and the drawer front fell off. I discovered the runners had not been attached to the bed allowing the back of the drawer to drop and get stuck. I had seen that the divan base was now on the Dreams website with a sale price and when I raised this I was told that I would be given a refund so that I was not paying more than the sale price for the divan base because of the problems I had experienced. On 10 July we received a replacement divan base only to discover that it was damaged. By this point, I had had enough and spent another morning on the Live Chat arranging for the divan base, headboard and mattress to be taken away and a full refund. I was told it would be collected on 14 July. We were not contacted by Dreams with a collection time and on 14 June it became apparent that no one was coming. I spent ages on Live Chat only to be told that I was given the wrong date and the bed would be collected on 24 July (not 14th). By this time I had ordered a bed from another company to be delivered after 14 July when the Dreams bed was due to be collected. When I discovered it was not being removed until 24 July it was apparent that we would have 2 king size beds so I asked for the collection date to be brought forward and was told the bed would be collected on 18 July. Once again, we were not contacted by Dreams the day before the collection. I tried to do Live Chat but received no response so I rang. I was told I would be contacted by the crew the next morning with a collection time. On 18 July no one contacted me and no one turned up to take away the bed. I contacted the person who I had spoken to the day before who said she would contact the crew direct. At 3.45pm the bed was collected, without any notice, and the crew said our job had been added to their list that morning. The whole experience was a nightmare. There is obviously no quality control to allow 3 beds that had not been built properly to be delivered to a customer. Each time we received a damaged bed base I spent hours on the Dreams website, having to send an email to obtain a ticket number before then going on to the Live Chat to sort out a replacement. Each time we had a replacement we had to arrange to wait in. I submitted a formal complaint to Dreams but have had no response at all. The compensation I was given earlier in the process was effectively taken back and I was just refunded the cost of the divan base, headboard and mattress. I received no compensation for all the time spent on the Live Chat, telephone or waiting in for deliveries and collections and no response at all to my complaint. I will not be using Dreams again and certainly would not recommend them”

Helpful Report

Posted 1 month ago

“I’m not a customer of Dreams, but today 4/7 I had an upsetting experience involving two of their delivery drivers who were making a delivery to my neighbour. They had parked their van (registration BU73 YRZ) in a way that completely blocked my driveway, forcing me to park a considerable distance away. At the time, I had my disabled son in the car and bags of shopping to carry, which made the situation especially difficult. When I approached the drivers to make them aware of the issue, I was met with extremely rude and aggressive behaviour. They shouted over ne refusing to let me speak, used foul language, and acted in an intimidating manner. Although they did eventually move the van, after my neighbour asked them to, it was already too late to be of help. Rather than offering a simple apology or acknowledging the inconvenience they had caused, I was told I was making a fuss and that I clearly had “nothing better to do.” One of them even told me I was “chatting s***” and told me to go away. There was absolutely no recognition of my circumstances or the difficulty I was facing. In fact, both men appeared to take pleasure in their behaviour, smirking and laughing at my distress. I understand that delivery work can be challenging and that parking is not always easy, but there is no excuse for this kind of abusive conduct. I’m left wondering how many others have been treated this way, and I strongly urge Dreams to reconsider the standards and professionalism of the people they employ.”

Helpful Report

Posted 2 months ago

“We ordered a dreams king size bed base. The instructions booklet stated 2U clips for the base but the contents card when it was delivered stated 1U clip. Also it came with only 4 castors/gliders to attach at the bottom but the base came with holes for 8 castors/gliders. A king sized bed base with 1 clip in the middle to keep it together and 4 castors is not enough to support that sized bed base with mattress!”

Helpful Report

Posted 2 months ago

“I ordered 2 beds on14th of July. The saleman confirmed me that it will take max 6 weeks. Today is 24th of June. beds were supposed to be delivered today. I waited all day no delivery. They say that they could not find the house. I am living in SW1W in the most central part of London in an apartmant. When you write the full post code, apartment name and all details comes automatically. They now say that they can deliver earliest 8th of July. It all makes 12 weeks. This is cheating. If this is your delivery date, you are not supposed to cheat people saying that it is 6 weeks. Such a big disappointment. I have got guests coming on 5th. They bought their tickets almost a year ago. They are coming from the other side of the world. No bed. All they say is they are sorry but no solution at all.”

Helpful Report

Posted 2 months ago

“Bought a Saturn metal bunk bed for my grandchildren in November 2023. The side rail at the top of the bed has come loose. It is used to hold onto when my grandson gets to the top of the ladder. It has a blind thread to screw into and this has failed, so its no longer safe. I have had to secure the rail as best as I can - see photo. I realise that the year warranty had expired, (it was purchased 15mths before the fault developed), but I thought that with such an obvious design fault, Dreams should consider supplying a replacement side rail, which after all, is a basic safety feature for a 7yr-old on a bunk bed. But no, after what seemef a cursory check while I was holding on the phone, they are apparently "no longer in stock", so there is nothing they can do. I am convinced other customers must have had the same experience with this bed. Really poor after-sale service in my opinion. I will not be buying from Dreams again.”

Helpful Report

Posted 3 months ago

“Horrendous experience with Dreams who have "attempted" to deliver a bed today after waiting months - ordered it on 11 February and it's 02 May today. Paid extra for assembly by the delivery people. From the moment they walked in the door, their attitude was negative, continually moaning about whether the bed would fit up the stairwell. My husband and I tried repeatedly to rationalise with them - we took a door off to give more room, we tried to explain that if they took it out of the box, because the headboard has legs they would be able to lever it through the space - but they weren't interested. Wouldn't listen, kept talking over us, kept moaning about how long they'd been there and generally had horrible attitudes. Had to ask them eventually - in the strongest terms and after repeatedly trying to make myself heard - to get out of our house. Have been on hold for about 30 minutes to Dreams customer service to make my complaint and ask for a refund. A horrible and really stressful experience - after three months of waiting for a product, to deal with such horrible people was a massive disappointment. And just in case anything thinks perhaps my husband and I are horrible people - we moved our car so they could park right outside our house, we offered them cold drinks on arrival as it's a hot day, we rushed to get the door off when access was an issue - and they did nothing but moan and gripe throughout. I don't like rubbishing firms in reviews but this has genuinely been a horrible experience. I have also put this review on Trustpilot. I have yet to find out how awful they will be to deal with when it comes to a refund because I still haven't been able to get hold of anyone to make my complaint. Will update here when I do.”

Helpful Report

Posted 4 months ago

“Bought the Ruddington K matress on October 10 2022 at cost of £1,199,00 within weeks the matress was dipping and so uncomfortable reported to dreams who promised me they would send someone out to review this never happened I've sent numerous emails no response the matress is absolutely not fit for purpose rubbish customer service.”

Helpful Report

Posted 5 months ago

“Pay Below Minimum Wage.”

Helpful Report

Posted 5 months ago

“Extremely Disappointed - Therapur Actigel 2600 I bought this mattress in June 2024, and by Christmas, it had completely given out. My husband had now lower back pain because of how unsupportive it became. The quality is nothing like what was advertised—it’s shocking how different the actual construction is compared to their claims. For £1,499, I expected durability and comfort, but instead, I had to replace it by February 2025. An absolute waste of money. Avoid this mattress if you want something that lasts!”

Helpful Report

Posted 6 months ago

“Ordered a product, paid for it and received confirmation. Reached out after some time with no update to be told they just don't have any. Avoid this retailer, they were happy to take the money and not provide the service until prompted.”

Helpful Report

Posted 7 months ago

“Dreams Bed company I recently purchased a bed and mattress online from this company as part of a multi-buy discount, expecting a smooth and professional service from a reputable brand. Unfortunately, the experience has been nothing short of a nightmare. The bed and mattress arrived within the promised timeframe, but my additional item, a Tempur pillow, was missing. Upon opening the box, I noticed the bed slats were of extremely poor quality—chipped and damaged. I immediately took pictures and uploaded them to the company’s website, asking for advice on how to resolve this issue. To my dismay, they didn’t bother to email or call back, leaving me completely in the dark. To make matters worse, the mattress (a Dream Bed Therpur model) had an overwhelming chemical smell. After reading reviews, I discovered other customers had reported the same issue. It’s unacceptable for a product at this price point to have such a strong odor, raising serious concerns about quality control. A week after my missing pillow failed to arrive, I called customer service. They casually told me there were issues with Royal Mail and promised to send it soon. I then received an email stating I would have to wait 14 days instead of the originally promised 10 days. Clearly, there is a severe lack of organization and transparency. When I called again on 20/01/25 at 17:10 to chase up both the damaged bed and the delayed pillow, the customer service representative initially seemed clueless about my previous communications. After a couple of minutes, he confirmed they had received my email about the bed slats but offered no solution. Regarding the missing pillow, I was given yet another excuse—this time blaming an issue with their depot. I asked the representative to escalate my concerns to a manager. After being placed on hold, I was told the manager’s response was essentially to take a your money or wait. This response is completely unacceptable. I purchased the items as part of a multi-buy deal, and they are failing to deliver on their promise while misleading customers and pushing low-quality products. I feel entirely let down by the lack of communication, poor product quality, and dismissive customer service. For a company that positions itself as reputable, this has been one of the worst experiences I’ve ever had. Save yourself the hassle and avoid this company.”

Helpful Report

Posted 7 months ago

“I ordered the wrong item and returned it the following day from delivery. Tracking status showed delivered, but no refund received 10 days after. Contacted dreans via live chat and was told it hadn’t even been logged a received. Couldn’t give any further info and just shut downs just shut down the chat. As I’d paid with PayPal I used the resolution centre. Refund issued within 3 hours ( though still may need to wait another 10 days), so could be 20 days before I’m refunded, not the 10-14 they suggest!”

Helpful Report

Posted 8 months ago

“Moving into an unfurnished flat for the first time and ordered a mattress to be delivered the same day. I figured I'll be in the new flat unpacking things and therefore available when they deliver it. Nope. The NON-NEGOTIABLE time slot I was given was 08:45. I was 5 minutes down the road getting the keys from the letting agents when the delivery guys drove off with my mattress, and now I have nothing to sleep on for 9 days and customer service doesn't care at all. In fact it's backed up from all the other complaints they're getting. I was 29th in the phone queue when I called! I will not be buying from them again.”

Helpful Report

Posted 8 months ago

“A company that is all rainbows and ice cream to sell. Josh was really nice and helpful. We were promised the bed before Christmas and I've been sleeping in the air mattress for weeks. This is utterly ridiculous, the costumer service Renata does not reply my email for the past 3 days. I'm trying to call the blancherstown store but apparently someone is tired of receiving complaints call that they unplugged the phone. The calls can't even be completed. A joke for a company. I'll make my way to the store and take some stuff with me without paying to see what is the reaction. If they call the police that means I have the same rights to call the Garda on then for not delivering my bed that is already paid.”

Helpful Report

Posted 8 months ago

“I had a failed delivery of a bed on 22nd Nov due to snowfall. I heard nothing regarding redelivery, so booked another date online for the 26th Nov. Heard nothing again. I'm now being told that delivery won't be until Dec 3rd.In the meantime my 98 year old mother who can't get upstairs,is having to sleep on the sofa.”

Helpful Report

Posted 9 months ago

“I first went into dreams of Harlow Essex to a brand new double mattress and got the first one and it sank with in a couple of weeks. No I have been talking to customer service and they was helpful anyway 4 mattress later. It got delivered with a huge dirt mark on the bottom of the mattress and the delivery driver said that never happened before so they give me £100 compensation so I thought ok that’s fair enough. This was a replacement from the last were someone used a ratchet strap and there was a huge gutter like mark from one side to the other. So the new mattress I left it all day put brand new sheets on and as I went the end of the bed a foreign object sprung up from the mattress and went in my eye. I went into the bathroom washed with warm water then the next day my eye was full of puss and sore and red went to the opticians they have checked my eye and and found foreign objects and cleaned them out but what ever it was I had a very severe allergic reaction when my eyes swelled up went red bloodshot weeping. So after a couple of days it got worse so went back had more eye drops after that I had to go to the doctors for antibiotics. By then I’ve got a infection in my body was hot and cold and then sweats on top I’ve never felt so ill. So I got in contact with Dreams and a Mr Simon Clayton wanted proof of this so I emailed him two attendants at the opticians and one from the doctor. It’s been a couple o had to email him he then replied saying the maximum we can off is £50 compensation I’ve had to buy three meds £30 and someone to take me to the appointments petrel I didn’t think that was right plus I’ve had no choice but to have the week off because I was week and literally been in bed all the time. Not a very experience that’s it really disappointed in such a big company only offers £50 I really would of loved to put pictures up of my eyes you would be shocked I’ve tried to show my eye on this platform but it won’t let me do it”

Helpful Report

Posted 10 months ago

“2 months since the order no sign of delevery yet and no communications neither. Cheating on common people”

Helpful Report

Posted 10 months ago

Dreams is rated 1.7 based on 378 reviews