Dreams - Trowbridge

We told the salesman we were just looking as we like to look,around and take our time and then ask for assistance, he followed us partly round the store and then approached us again! We had almost made our decision. We felt he seemed bored and disinterested even though he did answer any questions we had. We felt that he wasn't exactly au faint with the computer and ordering system

Creation credit application process was awful. Referred once as address was not recognised. Had to recomplete the process then application declined and sent for 24 hour referral, no one working on the Sunday to assist. Store cancelled application and used Hitachi went through in 3 minutes. I recommend you change provider?! Store staff were very apologetic.

I went to Dreams with my parents to pick up a rolled mattress for our spare room. We picked up what we wanted and took it over to the desks. One chap was serving another customer and called an older man over to serve us. He used the PC that was already logged on. The man who served us was just rude and unpleasant, he seemed put out at having been called over to deal with us and didn't speak to us unless he had to or look at us the entire time which made the entire transaction quite unpleasant. I realise that our purchase, a mattress and a pillow - were not big ticket items and that he wouldn't be getting a lot of commission from the sale but some manners would have been nice. The thing is, I remember this guy from a few years ago when I bought a bed base from Dreams - he was just as rude and obnoxious then and I'm baffled that he's still working there. Also, why is such a lot of information needed for a product that we're not taking credit on and are carrying out with us? I've bought cars and provided less information.

The mattress is horrible and my 4 year old hates sleeping on it because she can feel the springs. When I phoned the store to ask for an exchange as I wanted to spend more money on a gel mattress they said it was not possible with the mattress I had bought which we were not told at the time we brought it. It seems beyond me that you won’t exchange a £60 mattress for one costing over £400. Surely that would be in the best interests of both Dreams and me?!??,

The Store in our opinion was understaffed and this resulted in a significant delay from identifying the product we wanted. Initial contact with your staff member was good, helpful and we were offered refreshments as he could see that there was a delay. Big tick here. However, after some time had passed,we had to ask for attention and the from this point the attitude of the staff member was less that satisfactory. It was perfunctory and I detected an underlying indifference as though we were being unreasonable. It may have been a long day and your staff may well have been busy. But the attitude displayed at the point of sale was irksome and we left feeling that the experience with this member of staff had left a sour taste in the mouth. To make an issue at the time would not have been helpful to either party. Nevertheless, the recalcitrant staff member did not , I believe, promote your brand.

On my 1st visit (Friday afternoon)I did not ask for the bed to be built. However, I changed my mind. I tried to phone that afternoon and Saturday morning but couldn’t get through. So I drove to the store. The assistant I had seen the previous day was there, but he was showing customers something. I quickly said would it be a problem if I changed my mind and he said no problem at all. He said he would ring me later that day or Sunday.He never rang me back.So on Monday morning I rang the store but he wasn’t there as it was his day off.I explained to someone else I wanted the bed built.He said he could arrange that but would put the delivery date back.I’d chosen that bed as it was available within a couple of weeks. My old bed had broken and I have spine problems...I didn’t want to wait any longer. He told me if I rang into customer services they would be able to arrange the bed being built without the delivery date being put back.When I rang customer service, they said he shouldn’t have told me that as this wasn’t necessarily possible. Luckily the customer service assistant was very understanding and helpful and managed to arrange it all for me without any further delay.

I visited the store to purchase a mattress for my 5 year olds bed. Which I found with no assistance as the only assistant in the store was with a customer. I had 2 young children with me & I am 6 months pregnant. I thought the assistant may have offered to carry this fairly heavy & awkward object for me - but no he stayed seated the entire time.

I brought the issue to the Manager on the day I ordered the mattress and he dealt with it in a satisfactory manner, but the day prior when we first visited the staff looked disinterested and not bothered and no room for any negotiations and I felt it was apparent that we were not that welcome and so did my daughter and we decided to leave the store. The next day I decided to return order the mattress and the Manager asked if all was ok I suppose because my manner and body language indicated otherwise.I then informed the manager of the events of the previous day. My point is I work as a nurse I save my money and even if its a £300 pound mattress that deserves just as much attention.

The computer system did not work so I did not get a receipt, I popped back for it and it was not available so they had written me one but said I would receive an email one, I have not had this. I bought extra insurance on the mattress, so was not happy not to have full details of this, and I still don't.

Paid £500 for ex display mattress. When paid was given 2 free pillows and free mattress protector. Once home I saw that my receipt shows the price I paid was £366 and that I paid £134 for supposedly free items. Returned to store today to return extra items and get money back. But I was told I cannot get any money back even though the items I don't need retail for total price of £173. Feel very confused, misled and frustrated.