Dreams Reviews 

It was great, came to find the best mattress for my body and issues. Edwina is amazing and very friendly and super attentive. She guided me through everything and didn’t make me feel rushed, if anything she kept telling me to relax because I didn’t want to take too much time but she was very gentle.

Welcomed by Michael as i wanted a mattress he explained to me how the sleep mattress would work and take all the measurements. this would tell what mattress i would require. We tried several mattress and several pillows before deciding the wright one for my needs. MIKE was first class an asset to Dreams.PS we were offered a drink and as my wife is visually impaired he catered for her needs no fuss no problem. A big thank you from both of us THANKES MIKE.

I recently went bed and mattress shopping for my 13 year old son, we didn’t know where to start or what type of mattress would be best for him. We went to the Llandudno store and straight away we were approached by Julie who was so helpful, she started by doing the Sleepmatch scan with him to see what was the best mattress type, after finding that out she went through all the matches even with his choice of pillow to make sure it was his most comfortable option. After we picked the mattress with Julie, she showed us some frames which matched our description and then her and Aled took the care and patience to help us order it in store, talking us through the cover options, and delivery arrangements. We are extremely pleased and excited awaiting the delivery, and we are also very happy with the experience - big thanks to Julie and Aled for their expertise, support and kindness- I will be sure to go back to them in the future and recommend them to everyone else!

Gloucester branch was amazing, we did the bed match test and were very well informed and looked after by HARRY. A very personable informative guy with a great balance of salesmanship and chilled approach. Would definitely recommend Dreams.

Great service from Mark today who took his time to meet our needs and get our perfect bed.

I am extremely disappointed with my experience with Dreams and its Bedcover protection.

I purchased a mattress from Dreams together with Bedcover protection because I understood that accidental cosmetic damage, including burns, was covered.

I later discovered burn damage to the mattress and made a claim. The technician inspected it and identified the damage as burn holes. However, the claim was rejected because I could not confirm exactly how or when the damage occurred.

The problem is that I genuinely don't know how or when it happened. I have been completely honest about this throughout the process. I have not deliberately damaged or misused the mattress, and I cannot understand why I am expected to provide an explanation for something I simply did not witness.

I have repeatedly asked MB&G, who are handling the claim, to show me where in the policy wording it says that I must know the exact date, time or cause of the accidental damage for the claim to be covered. I have also questioned why the "one-off incident" wording is relevant when this is the only claim I have made for damage to the mattress.

Unfortunately, I feel that my questions have not been properly addressed and the same reason for rejection has simply been repeated.

What has made the experience even more frustrating is the amount of time and effort I have had to spend trying to get a straightforward answer. I am now trying to contact Dreams directly, but have found it extremely difficult to reach customer service, with the live chat showing a very large queue.

I purchased the protection in good faith and expected it to provide assistance if accidental damage occurred. Instead, I have been left feeling that I have to prove something I genuinely cannot know.

This has been a very disappointing customer experience and, based on my experience, I would think very carefully before purchasing a Dreams protection plan again.

The matter is currently being formally complained about, so I will update this review if Dreams resolves the issue satisfactorily.

Mark (store manager) was really helpful and got us a great price on the perfect mattress

I was told the bed would be delivered today and waited in for delivery and was told there would be a message advising of the delivery time. When there was no message, I went on the chat and there were about 200 people ahead of me. It took 4 hours to get an advisor. he told me the bed would be delayed by over a month. There is no mechanism I can see to raise a complaint other than waiting on a chat line for 4 hours, hence this message. Cancellation of the order also seems to involve waiting on the chat line. Really poor service and a waste of my time.

Hannah was very informative, she offered water, we used the mattress tester. Offered us a choice of bases, headboards and mattresses.

Appalling service, appalling customer service system, appalling communication. This is a disgraceful company.
I purchased a mattress on line July 19th 2026,advertised as delivery within 10days. When the order came through delivery was 7th August - order confirmation as evidence.

7th August arrives but sadly the mattress does not.

So I spent 3.5 hours waiting in a queue to speak with Safah, self described as customer service so that I may enquire about delivery as had no email or telephone call to confirm the time.

Safah informs me the delivery date is now 21st August. That there was a stick problem.

This is the first I have heard of the change to delivery date and that it relates to a stick problem. There had been no communication from Dreams to that fact.

I explain to Safah, that I have been on hold for 3.5 hours, delivery should be today, my wife has Parkinson's and now will not have a mattress to sleep on for a further 2 weeks - which will be enormously detrimental to her physical and mental health.

Safah understands and apologises but can offer no solution to my wife being unable to have a mattress. Unable to offer why Dreams could not have communicated that to me prior to the delivery date, unable to offer suitable solution other than delivery will be in another 2 weeks time. I offer alternative solutions so that I can actually allow my wife a comfortable night sleep and request that this be escalated. Safah assure me that his colleague, Nick, from the escalation team will call me as he cannot give out a direct dial number.

So far again more than 2 hours later - no call from Nick.

I had taken the day off work to meet the delivery - that is wasted. 3. 5 hours wasted waiting to speak with someone. Wasted another 2 hours waiting for Nick with no resolution - apparently have to just suck up the very poor situation and hold tight in anticipation that the delivery will indeed take place on the 21st. I could again be let down without notice then as well.

But to top it off the "have a lovely day" comment from Safah to round off our interaction. Nice spot of sarcasm, beautifully exectueded and about the only good bit of timing in all of this.

Who knows if it will turn up in 21st, who knows if Nick from the escalation team will call, who knows what effects this will have on my wife.

Pretty abysmal service, terrible customer service, ridiculously poor communication and zero resolution.

Extremely happy with my order and price. Not the first time and not last ill buy from Dreams Kilmarnock

David was fabulous 👌

We have just purchased a new mattress from the Watford branch and Maria was incredibly helpful and knowledgeable. Excellent customer service!

Mohit was lovely and so helpful with my elderly parents. Helped them choose the right bed for them. And made sure they got value for money. Thank you ☺️

Was welcome as soon as we walked in the door. We were shown all the bed frames options as well as mattresses and other bits. Big shout out to Pauline for her amazing customer service.

Excellent friendly service from Julie and Alled in the Llandudno store who even took care of our dog giving him water and treats whilst we were being served.

We visted the isle of wight store , in search for a bed for our son, was shown various beds , which we were well very impressed with, the young Man who served us was Brett , he was very helpful and polite, just couldn't of helped us enough, even asked if we would like a tea or coffee, which we were very grateful for, we not only purchased a bed , but will be going back with elderly father in the near future to purchase him a bed and some bedding, as down sizing to a single . will definitely recommend Dreams to our family and friends ..

Just been to Dreams in Salisbury & Emma was amazing to help us pick the perfect bed. The sleep machine gave us great options & Emma was super patient at explaining all of the technical bits- even managed to find the perfect pillow.

My wife and have had a fantastic service from start to finish would recommend to everyone

Cerys was very friendly and showed us lots of options for beds and showed us some good deals. We used the technology to work out what bed we needed and offered us a drink.