Dreams - Watford

No problems with staff or product but the inability of the finance firm to respond to a 0% request was frustrating. Waited over 20 minutes with no idea of how much longer before I paid by card. They need more staff on the days when most people go out to but beds!

Generally happy, just frustrating as we had missed some promotions that had literally just finished earlier in the week.

The bed order including the protection and assembly was out of our budget. When we requested the manager to check on what can be done the manager was extremely rude and curt as if we were wasting his time. Some of the responses were: - Don't buy protection in that case, if something happens you pay for it. - Don't pay for assembly, assemble it yourself. - I can't do anything on the price. First, if the manager could actually couldn't do anything he should have definitely explained why his hands were tied rather than trying to talk to us as if we were kids and can't do maths. Second, he made no effort to explain the situation. If we hadn't set our minds on the bed, we would have walked out. Unfortunately that would have wasted all our research and effort and so we decided to ignore the manager an dplace our order. I suggest the manager be put through training.

Prices were more expensive than we thought they would be. Pillows didn't seem very clean.

We have ordered from Dreams in the past, always smooth transaction. However, this time round, all seemed ok, except for the fact the placing order seemed little bit trickier. Sales advisor did all she could to help us, but the system kept throwing it back at her. Eventually, with little bit bit of help from another colleague, we did managed to resolve the issue. Lady was very patient and very helpful. She made sure were comfortable during the wait.

I thought the mattress was quite highly priced

I thought the salesman initially was poor and arrogant. I found the pricing too high - that’s not to say I simply wanted to pay little for everything, but I still didn’t feel the price quoted was value for money. When you are spending in excess of £3k, you shouldn’t then be charged to take away the previous mattress. When we came to pay, there was also a technical fault with the screen, meaning we had to wait quite some time in order to pay. Lastly, I was disappointed that we had to wait 2 weeks to have delivery of a bed base. In this day and age of convenience, that sort of turnaround time is pretty poor, I’m afraid.

Nathan Smith (Watford store) was fantastic. Provided the service you'd expect which you don't tend to find these days. Was knowledgeable, listened to our needs/what we were looking for, provided us with pillows, showed us around and knew when to give me and my husband time to try the beds and make a decision. However, the first time we tried to make an order, the printer stopped working and Nathan had to deal with that, so we left and returned two hours later. The second time, Nathan had left shop and the other colleagues weren't so helpful. We couldn't wait around as we had to collect our daughter from nursery. We returned at about 5:45 pm. Third time lucky; Nathan managed to make the order.

Your salesman was very polished and extremely helpful (particularly since we had two children with us) and the product will hopefully be everything it is promised but I am still a little astounded by the price of a mattress, I now have very high expectations of your product and will be in contact if it’s less than perfect. (I realise this makes me sound like a miserable git, but I’ve spent over a thousand pounds with you, so don’t expect me to be effusive until I’ve had a seriously good nights sleep)

we were in and out in 15 minutes because we knew what we wanted, just number of forms for a cash purchase.