Dreams - Abingdon

In my view the store should have been closed to the public while refurbishment was carried out. We could not move around the store to look at all the beds as there was no room to move in between them! I was using a wheelchair and it was most inconvenient and I'm sure this was a safety hazard. The store assistant apologised for the mess.

Staff were uninterested. Delivery time of bed was terrible. Given a time slot and arrive 1.5 hours out of timeslot

It was like pulling teeth to get someone to help us (they were very busy propping themselves up on the counter speaking with other colleagues).

I was very satisfied when purchasing our new bed Tom in Abingdon store was really friendly and knew what he was talking about. However when talking about the delivery or the bed he said that it would be delivered into the room and it was made up for us. To our surprise the delivery men just delivered the bed, we questioned them about making up the bed for us and they said it was a chargeable thing and we haven't booked to do that. It was never explained to us that we would need to pay for that if we would of liked it done, so we felt slightly let down as we presumed it was going to be delivered and made up for us ready to sleep in that night!

The mattress delivered was the incorrect size.

We were quoted a price for a product, believing it included everything we asked for (I am unsure whether the price quoted was indeed for everthing, e.g. mattress, ottomon base and headboard. The price was more than we wanted to pay. The collegue then offered us an alternative product, which seemed to be in our price range, but did not make it clear that he had not included the headboard (even though I asked several questions about it). I therefore was not sure whether I was comparing like with like. We were most of the way through the order when the price was obviously considerably hire than quoted. This is dishonest and unacceptable behaviour. To compare priced you need to know what it includes. We were lied to and this is completely unacceptable.

The manger promised us a 2-4 week delivery time. This date has now increased to 8-9 weeks!! One of the main reasons we purchased was because of the quick delivery. I've spoken to you on the phone and as a token of good will you offered me £50 in vouches. This isn't helpful because £50 at dreams will barley buy you a pillow. Still considering cancelling the order!!

I was given a price in writing 10 days earlier and it was not explained to me that it was only for a very limited period .

While the options for home delivery and removal of old bed were advertised, the costs were not clearly shown in the shop. I was very surprised that the delivery charge of £40 was not made clear until well into placing order and very unhappy that a further £40 was the cost of removing old bed (both costs introduced late in sequence). When I said that I had assumed the advertised removal of old bed was free, the dismissive reaction was it was advertised as 'available' not that it was not 'free' - I very nearly cancelled order! I was also given the initial impression that I could choose the time of day for delivery as well as date. Not so as it turned out, but only told this after payment (Dreams tell me on day, so effectively the whole day has to be left free - not satisfactory, could at least be morning or afternoon).

The after sales service was very poor.We were not explained that the delivery take so long. We were later telephoned to say that it was up to us to chase the order and the delivery.In fact we were assured by Chris that he would sort everything.There was no follow up communication from the manager.It was us always chasing.I have informed all this to your customer service dept,where Ann Welsh was very helpful. You have good product,but after sales service needs to be improved.In the past when we bought the mattress from you,we have no problems at all..