Dreams - Leeds Crown Point

The experience on the day was ok, it was only afterwards that the problem became apparent. We paid for our current mattress to be collected and ethically recycled (£39) but when looking at the receipt and email confirmation afterwards and it said 'green bag' I wondered if it was a literal or a conceptual term for the collection. Apparently not conceptual , when I called I was told we should have been given a bag for cross-contamination purposes. They said they'd send one, they never did.

The problem came when I wished to change to a split delivery. First problem- the excellent shop workers could not simply arrange this. Secondly problem-I had to phone ‘customer service’ (long wait and screeching music). Then I discovered that The System made this simple change hugely difficult. I was repeatedly told The System could not simply give me two different dates so that I could organise my busy life around two days when I would need to home at least part of the day. It felt to me that my needs were disposable whereas the convenience of Dreams’ System was paramount.

The store assistant told us that although there were no current discounts on the bed and mattress we were purchasing that if at any point between placing the order and getting it delivered it was reduced we could call customer services and get this amount refunded off the order. Passing the store on Tuesday I noticed that all bed frames had 20% off when purchased with a mattress. The guy in store said I just needed to order details and to call customer services as they couldn't do the discounts. I came home, found the paperwork and called customer services the following day as the lines had already closed on Tuesday. I was then told by customer services that this discount was no longer possible as the offer had ended on Tuesday. Nobody at any point advised us that the call had to be made by close on Tuesday to get the discount. Both times we were just told to call customer services with the order details and they would sort the refund. So much for a price promise before the item arrives! We do not take delivery until the 5th August. We won't be taken in by these false assurances in future.

I was very satisfied with my visit and the store manager at Crown Point Leeds (Jude) was very helpful, professional, she listened to my request and suggested the best mattress for my needs. Jude gave me as much time as I needed to try out the different mattresses before I made my final choice

My order (no: 292A010896) was scheduled for delivery on Friday 5th May 2017. At 12:11 on Saturday 22 April I received a call from Dreams to say there were some earlier delivery dates available. I chose today (26th April). The lady from Dreams confirmed this and told me I would receive a call or text on the morning of the 26th, advising of a 2 hour delivery time slot. In preparation, I have dismantled my current bed and packed up the mattress for removal. By 15:00 today I still had not received a call regarding my time slot. I have just called your customer services and they have informed me that the delivery date has not been changed on your system. Because I could not remember the name of the person who contacted me (and why should I remember?) I was practically accused of lying by the the lady I spoke to, and from that point on she seemed completely dismissive of anything I said. I was also informed that there are now no deliveries available until 4th May, and that there is no-one of any authority to speak to about this. Please contact me ASAP on 07789 645871

It wos very good servic

Firstly, the process of collecting my details for the credit check was taking every so long as your computers were down. Furthermore, one of your staff failed to submit the information successfully and had to contact creation.co.uk and I had to provide all my information once again over the phone. The process took around an hour and I was with a toddler. I contacted you early in the morning today to make you aware that my mobile was not working and that, should you need to, you should contact me on my house phone. I was assured that it wasn't an problem. According to your brochure you should have contacted me before 10.30. I rang Dreams and was given the number of the delivery company. The person who I was talking to left me on hold for just under half an hour. He informed me that they had sent a text message to my mobile stating that my bed could not be delivered due to the severe weather conditions. The snowfall today was very short, it is not classed as a sever weather condition and there was absolutely no snow on the roads. Due to the fact that I was assured that I would be receiving my new bed today, I have taken my old one out and now we have nowhere to sleep tonight.

It was not made clear to us that there are no returns before signing, we were rushed into it and will now not only not shop with dreams again but will actively be discouraging everyone we know from shopping there. The savings you make denying customers returns will not outstrip the bad press you receive. It's very dated, awful customer service.

we were highly satisfied with the service, not sure why this box has appeared