Dreams - Leicester

Feel that delivery times are too long for a special needs customer.

Firstly even after spelling both my name's I have been referred to as Mr 'G' Tyers, my name is Dan. The assistant was very friendly in store but seemed to have half a dozen jobs to do so was flitting between us and them, more in store staff maybe needed at key business times? Once we had decided on a product, with only the advice, "this colour is firm, this one is medium......" and "you want firm if you have back issues", we proceeded to pay. The assistant had very little knowledge of your computer system, which I would put down to lack training, and after trying to put my order through on both computers and repeatedly turning them on and off they gave up after 20 minutes and filled out a manual form. This is by no means the fault of the assistant but a failure by management to adiquitly train members of staff and ensure there is enough staff available to give customers the attention they may need.

The lady that served us/sold the bed to us was lovely. She knew her stuff about the beds and what mattress protectors to use. However, her skills on the computer were lacking. She entered some details on the computer incorrectly (using a live system for delivery dates this was pushed the delivery back to a further 6 weeks). We were promised Friday 14th April 2017 in the morning, now we have to wait till the end of May! Paper versions were completed in the end. We had explained that we were currently sleeping on an air bed. If we got the delivery date as promised this would have only been a 2 week wait. Now its turned to nearly 2 months. I am very upset that we lost the delivery slot and suffering with back pain.

Service was slow, we said we would take the bed and when we were taken to the till your colleague said she would put someone else's transaction through before ours as they were at the desk- we had to wait quite some time. We paid a deposit to find the wrong size mattress had been ordered. Went to check the rest of the order was placed correctly, and another colleague explained the colour we had chosen was on a display bed - this was lighter than the colour we had chosen. We were not happy about this, we were then told this bed had faded due to sunlight over the year of it being on display. Then to be told it's hard to see a colour on a swatch, when we were happy with the colour on the swatch but not on the actual bed! Just hoping the bed turns out the right colour on delivery.

Couldn't find exactly the right bed for us unfortunately although salesman was very helpful. We may come back. Just bought a mattress protector in the end.

The day I came for the product I met one of your staff who extremely friendly and helpful. However, when I came the next day to collect my order I met a female staff who was unfriendly and used a bad language towards me I was shocked because the choice of her word did not reflect my character. The friend who came with me was surprised but I ended apologising even though I did not say anything wrong towards her other than this is my order I believe. Even if an argument ensued between me and a customer I will rather let the customer have the upper hand because they pay my wage than calling a colleague and fabricate a word/statement. I am very displeased with her service at this point and have considered my position.

One of the staff members did not take any interest in us and we had to chase after him every time we wanted to make an enquiry, his knowledge of the products on sale was also non existant

Only 1 member of staff - dealing with multipile customers. Had to wait 30 minutes to get assistance. Understaffed

I chose the bed I liked and asked for one the same to be ordered came up with a good deal ordered and payed received the delivery to find no headboard I then ring to say the headboard is missing to be told that this is extra and will be a two week wait for it at a added cost of 155 that I have now payed but I'm not happy that this was not explained that headboard is a extra now the overall price of the bed has increased that is the reason I'm so unhappy with the service I have been given

I was effectively forced into paying a delivery charge. I bought the item in store and had the means to transport it from the store to my house so I dont think it is justified to charge for delivery. The only non chargeable option given to me was for me to pick it up directly from the Warehouse some 50 miles away, which was a ridiculous suggestion when I live less than 2 miles from the store. The manager admitted he had storage at the shop but said he could not get the item delivered there for me to collect. Most major retailers offer a collect in store option to save the customer the delivery charge - it was very disappointing, and costly, that Dreams do not offer this option.