Dreams - Tottenham Court Road Reviews 

The salesman Mr Atif was informative , patient and offered alternatives , he put no "sales"pressure
I took my time l left and went back the following day .I had 2 questions ,
I bought the mattress because of him
I would have left and not gone back because I wasn't sure .Mr Atif cemented my mind that the mattress i chose covered my needs and was a good discount but not pushing me

Addendum added 28th Sept:

Following my original review on 15th Sept, I received a call from Wayne from Dreams. Unfortunately I missed the call (he just tried once), but he followed up via email with an offer of financial compensation. I replied quickly with some further queries and concerns, and have not heard back yet despite chasing via email. I remain without the beds and with no reassurance as to if the rescheduled delivery will actually occur. I have also not heard back to the formal complaint I wrote to Dreams prior to 15th Sept about this issue. I have not been able to get through to Customer Service via phone. I remain concerned and disappointed about this experience.

Original review written 15th Sept:

My experience started well with a very good experience with the in-store team on Tottenham Court Road. I picked beds and was informed they would be available for when I needed delivery. I was told the delivery team would be in touch to confirm the date. When I didn’t hear, I tried to contact the delivery team directly but was unable to get through. I therefore called the store team who looked into it and informed me there had been an issue and a date later than we were expecting had been booked (without us being informed). I informed the staff member that this would not work as we would be left without beds and had taken time off work to facilitate the delivery immediately following our move to a new home (have left old beds behind in rental accommodation). He then booked me in for a convenient date. I received a text confirmation to say the beds would be delivered this Monday 14th as planned. When I didn’t hear anything on Monday, I tried to contact customer service again with no success. I called the store who looked into it and said the beds would actually not be delivered for a further 3 weeks as they were not available. We have now been left with no beds for 3 weeks (we are using air mattresses provided by the store, which was kind of them but is not an acceptable solution for the full 3 weeks) and does not explain why we were not even informed of the delay until we chased it up ourselves on the day.

We have still not heard back from Dreams customer service or the delivery team and have not been given an explanation why this has happened. We have made our full payment many weeks in advance and had specifically agreed this date. The experience has been hugely disappointing. I can only hope I will hear back soon but so far no luck via email or phone from the delivery team or customer service team. I regret choosing this supplier due to my experience and now my family are facing 3 weeks without proper beds despite ordering well in advance and having already paid.

The sales man was brilliant, helped find the right mattress for me, very friendly, very knowledgeable

Overall experience at the store was good. Josh attended us very patiently. However their sight was down so we had to wait for 2 days to get the delivery date.

Very helpful assistance from Oliver on the shop floor. He also showed a really handy software that helps to figure out the best mattress options (e.g. sleeping mode, height, weight, etc). Quite handy.

I was able to get help without any delay.

1. When we ordered the bed at your Tottenham Court Road Store, we specified that we wanted the old bed to be removed. Your agent acknowledged this and said it would be included. We subsequently found that only the mattress was to be collected. We ended up having to make separate arrangements for the removal of the bed and mattress.
2. We were not told we could pay for assembly of the bed and ended up having to pay the delivery team an additional £80 in cash for this. Kindly provide the receipt for this payment.
3. The delivery team were excellent.

Very helpful
Also delivery men were good 🤙

I was shocked by the service I received from the South Asian man with long hair. He repeatedly pressured me to consider the Actigel mattress, even after I told him that I had already tried it and preferred other ranges. When I said this, he rolled his eyes and asked, “Why not?”

After that, his attitude became passive-aggressive. He kept pushing me to make a decision immediately and rolled his eyes several times while I was speaking. I felt very uncomfortable and eventually decided to leave. I thanked him before leaving the store, but he immediately turned his back on me and walked away without saying anything.

Got a couple of new mattresses, one for my daughter, at Dreams at discounted prices! We weren’t really planning to buy on the day but wanted to try out different mattresses in the store before we made decisions. We were so pleased, so ended up buying two in one go. Since then we have enjoyed them, no more back pain in the morning for me. (Customer service was great too and the lady offered us tea and coffee while checking out. The delivery was smooth.)

The beds are excellent and really
comfortable.
Delivery excellent
Sales man very good
Thank you

The assembly team was very professional and efficient- they built my new bed frame within 20 minutes! The bed frame is sturdy and also has in-built storage space!

From visiting the shop to delivering our bed the entire experience was professional, friendly and altogether an enjoyable experience. Couldn’t have asked for more and the delivery team were on time with the allocated time slot and were very professional in assembly and care advice

Finding it difficult to get out of bed because its so comfy.

Was a fantastic experience being advised and guided through the complications of so many choices that are available. Dilan at Tottenham Court Rod Branch was Brilliant

We bought an adjustable bed frame and aparently a good quality matress "hyde and sleep" and a pillow in June 2024. The pillow was returned as when opened it was clearly used before. My Mum kept and keeps telling me that the matress is cold when she goes to bed and once it gets warmer she gets hotter and sweats regardless of the weather. Today, finally, after all these complaints, I checked the mattress by unzipping the "posh" cover to see what??? The so called mattress is just a cheap looking yellow piece of sponge. I can post images but there is no upload to do so. It is shocking to pay such a price to have such a cheap temu/amazon quality mattress. Even on Dreams website the pictures of the cheapest hyde and sleep matresses show a different quality matress and that'swhat we expected it to be. I need Dreams to give an explanation. Avoid their products.

The staff at Dreams are always very helpful and explain everything clearly. The delivery was smooth and efficient and problem free. The mattress was expensive but then again you are investing in at least 10 - 15 years of good sleep. Communication was regular but not overbearing and the two delivery guys were exceptionally pleasant and helpful.

The Staff. They were very helpful and their advice and expertise provided me with the information to choose the mattress I chose.

the lady that helped was very good at her job and I would recommend dreams to all my family and friends

The delivery guys were brilliant! Helpful, polite, arrived on time and very efficient and quick.

The bed is perfect and I'm thrilled with my purchase.

I have my old mattress taken away and that was done at the same time.

Great service! Thank you