Dreams - Orpington Springvale

Long lead time and no incentive for buying in store. The full products were not available for testing, only small samples of a mattress which doesnt allow you to test properly without buying and then your policy doesn't allow for a refund if the product isn't suitable and your supply if children's masstrsses is VERY limited. So I have to accept all the risk which is a very poor position to be in as a customer.

Wanted to buy a bed they were to exspensive so I bought a mattress and will buy bed basically the same for a hundred pound cheaper the mattress was worth the money the bed wasn't.

As looking specifically for the Tempur range I expected the collection to be together not displaced around the store . One option was off the shop floor altogether, but the assistant managed to bring back to shop floor all be it in a plastic bag to try before I made a purchase . When making a £2000 purchase on something as important as a mattress in the same range it would have been better to try the difference of each option next to each other and not track up and down the store . I hope a useful piece of constructive criticism.

There wasn’t enough staff on shift. They were doing the best they could with the amount of customers they had in store

Had to wait for till to be available to place order and IT system froze twice when this was being done so shop assistant had to wait for the other till.

I walked into Dreams Orpington and was the only customer. Despite there being 3 people working, not one person got up from their desk to either greet me or ask if I needed any help. When I eventually went to go ask for help, I wasn’t offered any advice but rather told my husband needed to come to the store so we could lie on the bed together and be told by the machine what mattress I needed. I told the lady this wasn’t possible, and she seemed to then leave me to make the decision on my own as it’s down to personal preference. I understand that but it would have been good to understand the differences and what I should be looking out for. Once I decided for myself what I wanted to buy, the lady was all too happy to help me pay for it. Guessing you work on commission?

The time to deliver the item

Pricing on items could have been clearer as the mattress we were looking at had the original price but was on promotion with 10% off, this Price was not on show.

the service was very good, our initial requirement was for a bed that we could flip over, there was not much of a selection, we did however opt for a very good quality of bed on the recommendation of your sales colleague. so overall we are satisfied with the service. The mattress is still to be delivered so cannot comment on the product yet.

The person who helped was a little dim