Dreams - Crawley Omdömen 

Excellent service in store but delivery guys were not kind

Disappointed with Longevity and Support – TV Bed from Dreams

I wanted to share my experience after purchasing a TV bed from Dreams, along with some potential pitfalls for anyone considering a similar product.

I understand that spending around £2,000 on a TV bed and £1,000 on a mattress isn't considered "premium," but I still expected better functionality and durability — certainly more than just five years of use.

Mattress Issues Early On

Shortly after purchase, the £1,000 mattress began to collapse and showed uneven wear, despite me regularly rotating it as instructed. Dreams did send out an engineer who agreed that the mattress had collapsed and even advised not to choose that model again, as it was a common problem. While they did replace it, the new one was ultra-firm — a big shift from the original soft one — and not ideal for our needs.

TV Lift Mechanism Failure

Only about six months later, the motor for the TV lift mechanism stopped working. It wasn’t repairable under warranty. I searched high and low for a replacement motor compatible with the bed but came up empty. Eventually, I gave up and left the TV permanently in the raised position, as the lowering function was no longer usable.

TV and Hydraulic Issues

The Samsung TV that came with the bed also gave out not long after. That wasn’t too much of a concern for me, as I had always planned to replace it with a better one — but still, not a great sign for bundled components.

Finally, the hydraulic arms used to lift the ottoman-style bed started leaking fluid. The hydraulic oil sprayed under the bed, damaging clothes stored underneath. Now that the fluid is gone, the hydraulics no longer function, and the bed can’t stay lifted. It’s extremely heavy and has slammed shut with force, making it unsafe to access the under-bed storage — which we can no longer use.

Final Thoughts

I appreciate we didn’t go for the most expensive option, but I had hoped a new bed would last at least 10 years. Maybe we were just unlucky — but in hindsight, I wouldn't buy this bed again. It's been a continuous string of problems, with poor durability and little long-term support.

A disappointing experience overall.

Had a wonderful experience at Dreams in Crawley. We were showed a variety of options that matched our needs, but at no point felt pressured to make a purchase. Staff were super friendly throughout and very knowledgeable, I could not recommend them enough. The mattress is very comfy

My new mattress is fantastic, the service I got in store was amazing and delivery was easy and efficient

Bradley at Dreams Crawley branch was efficient, knowledgeable, helpful and friendly. The delivery men were considerate and thorough. Our bed is very comfortable and we are very happy with it.

The Staff were very helpful throughout our visit and we were completely sure that we came home with the right bed for us

Quick service
Helpful delivery men

We visited a Dreams showroom in Crawley in November 2024. After some great customer experience - where we built up a rapport with the sales person - we left and stated that we would visit other retailers and possibly return.

Due to the rapport and customer service we decided to go back to Crawley Dreams without visiting competitors. We purchased a TheraPur ActiGel® Glacier 4800 king size mattress which was a sizeable purchase- reduced from £2200 to £1800. The mattress is not a memory foam mattress - we specifically made sure of this at purchase - I hate how they sink. The mattress has a 10 year warranty.

Last month ( 8 months old) we noticed that the mattress was sinking on each side where we lay. We’re not big people - I’m 11 1/2 stone, my wife 10 stone. The mattress indentations were visible even with sheets on - there is a ridge in the middle of the mattress.

My wife contacted Dreams who sent an independent assessor out. When he arrived he measured the sinkage and stated that Dreams work on a tolerance of 3cm sinkage. Our mattress had sunk 2cm in 8 months. The assessor stated that he wouldn’t be happy with how much the mattress had sunk so quickly into its life - but he couldn’t put that in to his “official” report to Dreams.

Dreams have followed up to our issue stating that they will not do absolutely anything- even though the mattress is now raised in the middle and has sunk 2cm in only 8 months. There was no interest or help offered. My wife has tried to speak to the Crawley branch of Dreams - but no answer. She’s tried to call Dreams customer service - no answer.

What state will the mattress be in if it’s sunk 2cm already and what is the stance of Dreams in regard to the 10 year warranty.

It seems that the great customer experience died as soon as my money was taken from my bank account.

Being a good company isn’t just about the initial sale - it’s about how you respond as a company when there is an issue. Dreams failed and I wouldn’t buy from them again.

On the plus side the bed was delivered on time. We were informed on the day of delivery of the time slot On the down side there was a long wait almost 4 weeks for the bed to be delivered. The supporting information indicated that a free matress protector would be provided. It wasn't and when I queried this was told that I had not ordered and paid for one. Last but not least when I attempted to change the order to include collection of the old matress I was told it was too late to do so despite requesting this 72 hours before the delivery date for the new bed.

Bought the Kirkham combination mattress just slightly over 3 months ago. I’d been in awful pain with lower back and hips since getting it !! I was just outside the 100 night window by 5 days for returning so purchased a Simba mattress. Straight away the pain has gone. I really wouldn’t recommend the Kirkham it is too firm

Great, knowledgeable staff, great price, quick delivery, polite and efficient delivery men.

The salesman Ian was very good. We had a warm welcome, very good advice & was very patient. The delivery was on time & the 2 men were very polite & helpful. We are delighted with our mattress & the pain I have had in my lower back has improved drastically. All in all a brilliant experience.

The entire experience from entering the store, looking at mattresses, getting fitted with a proper mattress, to making a purchase, the entire was friendly, smooth and extremely professionally done. Bradley was professional, friendly, knowledgeable and very patient throughout the process.

The staff in the shop were really friendly, Brad was really helpful and patient with us, there was no pressure and didn't rush us into a decision. The team that were picking our old mattress and delivering the new one were quick and tidy, and kept me updated on the delivery slot. I was really happy with the service from the beginning to the end.

Fabulous bed, great sleep experience, elevation technology is great.
The mattress is great and we are more than pleased. Excellent service from purchase to delivery 🚚
Installation great.

Great experience. Bought the bed, headboard & mattress as a gift for my son and his wife - new home. Excellent service, thorough - knew exactly what we needed and everything was explained thoroughly. My 3rd bed purchase from Dreams. My go to Bed Shop.

Bradley was very knowledgeable about the products. He was not pushy, but he was thorough in explaining all aspects about buying our mattress. Very satisfied with the experience we had instore.

Amazing service. Will be back for another bed soon.

The young lad at dreams, think his name was Bradley, such a polite, helpful and knowledgeable lad, he was able to answer all our questions about the beds, sizes and mattresses, he urged us to try them out until we found one suitable. We just love our bed and sleep so much better.