Dreams - Reigate

We spent too much!

I don't get highly satisfied by any shopping experience!

The instore service was very good and able to collect same day to avoid the ridiculous £40 delivery charge. However the collection warehouse was very un appealing was dirty with cigarette bitts everywhere and litter. Just a simple broom up would have sorted this. Secondly the shutters were opened by someone who never said a word snatched the order paperwork off me and then promptly shut the shutters and disappeared for 10 mins before arriving back with the order and still nor saying a word. Pretty rude to be honest.

The assistant was lovely and was as helpful as she could be, but she was still in her probationary period and was unsure of a number of things, and had to ring for guidance on 2 occasions before she could complete the order as she was the only person on duty in the shop. It made me feel slightly anxious as to whether everything had been done properly and the whole process took quite a long time. I nearly said that I would come back another day, but I wanted to purchase as I was under the impression that it was the final day of the sale. I see from going on line this morning that my purchases are still at the same price, and this does make me question how genuine the 'sale' really is.

The in store experience met my expectation but to be highly satisfied it would have needed to exceed my expectation.

It's difficult to understand the cost of items and we were initially under the impression that the entire bed we wanted would cost £499. It turned out the mattress was a further £699 so we ended up spending a lot more than anticipated. We feel free delivery could have been offered given the value of the order, or free assembly would also have been an acceptable goodwill gesture. Otherwise we were given very good service.

On my first visit to the store it took a while for a consultant to come over and ask if we required assistance. Upon my second visit I received assistance by a lovely salesman but felt he didn't listen to my initial request in great detail- I specifically asked for a mattress that was on sale but he showed my the ones that weren't on sale at first. On completion of my order the question was asked about insurance I advised not interested only to have his colleague explain to me in great depth the benefits of insurance- as I has already answered no I didn't feel this was necessary

I feel to give feedback as highly satisfied it would need to be an exceptional experience we were buying a bed so therefore didn't spend a huge amount of time in the store. The satisfied feedback is no reflection on the service provided by the salesman who was very good.

Assistant was very helpful and considering he had only been there a month (he told me) he had a lot of knowledge. But there was several occasions he needed to ask another colleague for assistance which disrupted the service a little. But all in all he provided a good service.

We visited a different store the previous day and a very helpful sales person called James helped us pick out the right mattress. We didn't order that day as we were still deciding on the bed frame. We were told that if we came back to order he would 'do something with the price for us'. The next day we decided on the bed, but couldn't go back to the original store as it wasn't local to us, so we went to the Reigate store to place the order. When ordering with them, we asked if they could do something with the price, but they said they couldn't offer any discount, unlike the other store.