Dreams - Bedford

Bed was damaged when delivered, now having to wait another two weeks for replacement, does not help as we desmatelled ours the night before

There was only 1 person working with other people waiting aswell was in there for 45 mins just to pay for a blowup bed!

I got charged for delivery even though I asked so nicely many times not to be charged I was still charged saying that it couldn't be done. The manager mark even rather discount the deal by 5% and still charge me delivery. When all along I could have been advised to order online and got free delivery. I was made to feel guilty for asking. Even though the mattress price was inflated and then reduced like as thought I got it for cheap. I really feel over £39, I shouldn't have to argue. The manager should have just matched the online offer and just have free delivery.

I wanted to exchange faulty pillows we had bought (as part of an order with a £ 1,300 mattress). Because Dreams policies are so difficult, there was no one available with authority to process this request (something as trivial as a £ 35 pillow) and it seems there are limited hours during which such people are available. I ended up paying £ 85 for a replacement pillow, and now have to return separately to (hopefully !) get my refund processed at a later date (and even then I'm not confident that it will be dealt with smoothly). This would be straight forward at John Lewis /any other high street retailer. Based on this experience, I cannot believe Dreams view customer care as a priority. I am now concerned that if we encounter an issue with our £ 1,300 mattress, it will be difficult or impossible to get it resolved. Feedback on Martin Lewis's MoneySavingExpert website indicates I'm not alone in my concerns. Which means that any future purchase from Dreams comes with a risk - and so why would we risk purchasing from you again ? And why would we recommend your company to family or friends ?

I was very satisfied with my experience

I have answered Highly Satisfied to every question, do not understand why you are asking why I was NOT SATISFIED with my experience???!!!

The bed was delivered to the wrong address. Not to the address I paid for. Customer service was no help when I told them what happened. As they had the wrong delivery address. I'm still waiting for the bed to be delivered to the address given when I placed the order. Will be going to the Bedford on Sunday to complain about the service and will be complaining online about the bad service from this store.

The collegue cathryn at Kempton had been informed of our requirements e.g. bed and mattress. We then came across one we wanted and went ahead and ordered this only after paying the deposit did we click that the mattress was not included. She did not tell us even though she knew we wanted both. We feel she was too interested in making comision than the needs of the customer.

I was completely satisfied

Headboard arrived damaged & stained. I spoke to customer services who have arranged for a replacement.