Dreams - Orpington Springvale

When we first walked in to store there were 4 members of staff sitting behind desks, chatting. Soon there was just the lady who helped us and she had to cope with several sets of customers on her own (naughty of company and, maybe a little unsafe...female on own?) Her guidance was BRILLIANT and she was not at all,'pushy'. We were shown a few mattresses and left alone to sample, with her nearby if needed (serving other customers) She gave us pillows to try too. When we had decided, we proceeded to purchase our mattress and as we could take it with us, she helped my Husband carry it through the store (I am disabled) This really was such a help and we cannot praise her enough for doing this. The reason we have not put Highly Satisfied is because, we felt the only staff member, left on her own until 8pm, was stretched between customers (others did buy on the eve too) and we feel Dreams could be putting the female employee at risk, evenings dark and she was completely on own. Bravo to her, for being polite, courteous and helpful above and beyond what we feel others may be.

When we first walked in to store there were 4 members of staff sitting behind desks, chatting. Soon there was just the lady who helped us and she had to cope with several sets of customers on her own (naughty of company and, maybe a little unsafe...female on own?) Her guidance was BRILLIANT and she was not at all,'pushy'. We were shown a few mattresses and left alone to sample, with her nearby if needed (serving other customers) She gave us pillows to try too. When we had decided, we proceeded to purchase our mattress and as we could take it with us, she helped my Husband carry it through the store (I am disabled) This really was such a help and we cannot praise her enough for doing this. The reason we have not put Highly Satisfied is because, we felt the only staff member, left on her own until 8pm, was stretched between customers (others did buy on the eve too) and we feel Dreams could be putting the female employee at risk, evenings dark and she was completely on own. Bravo to her, for being polite, courteous and helpful above and beyond what we feel others may be.

Staff should proactively approach a customer's needs & not be reactive when called for - they should educate the customer, provide options based on data points which makes it easy to arrive at a decision. The level of motivation amongst staff to be proactive appeared low.

I did not like the way I could see a kettle and lots of mugs behind the desks. Surprising that you do not have a coffee machine (tassimo etc)

I ver rarely give a 10.

Non availability of one of the bed frames to see

I tried to place my order online on Black Friday but as I was doing it that evening my internet crashed. Reason for doing it online was to take advantage of the 4 free silent night pillows included with my order. Anyway I then went into my local Dreams the next day and placed the order with the sales man, I asked about the pillows and the other assistant said no too late it was Friday only. I tried to explain that my internet went down and she wasn’t very helpful. Bit disappointed if I’m honest.

Our original choice was not available for delivery until 20th December.

I thought £50 to take away mattress and £50 bed thought it was too steep

IT WAS ASSUMED I WAS BUYING THERE AND THEN WHEN I SHOWED INTEREST IN A PARTICULAR BED-BASE/HEADBOARD AND MATTRESS. BUT I WANTED ALL THE POSSIBLE INFORMATION ON THE GOODS AND WANTED TO GO AWAY AND THINK THINGS THROUGH. BUT STILL IT WAS TAKEN FOR GRANTED THAT I WOULD BUY THERE AND THEN. I NEEDED BREATHING SPACE. OTHERWISE I AM FAIRLY PLEASED WHEN I EVENTUALLY ORDERED MY GOODS EVEN THOUGH WHEN I RANG THE SHOP TO TELL THEM I WANTED TO PAY AND ARRANGE A DELIVERY DATE, I WAS GREETED BY AN ANSWER PHONE. I LEFT A MESSAGE FOR A SALES PERSON TO RING ME BACK SO I COULD PLACE MY ORDER AND PAY FOR MY GOODS. 2 WEEKS LATER AND NO PHONE CALL. I MANAGED TO GET AN ANSWER THE NEXT TIME I TELEPHONED AND PETER THE MANAGER ANSWERED THE PHONE. I THINK THEY ARE LUCKY I PERSEVERED. NOW I AM HOPING ALL GOES WELL WHEN MY GOODS ARE DELIVERED IN A FEW WEEKS TIME : )