Dreams - Trowbridge

Natasha from the Trowbridge store was extremely helpful, very knowledgeable and remembered us from previous visits and exactly what we purchased on those visits. Natasha understood what we required and had great patience with my Step-Father who is 92 and who cannot visualise ideas and concepts. Natasha showed him the exact mattresses he was looking for and was excellent at helping him to understand that the mattresses she was showing him were only examples for quality and comfort and the one he would be buying would be exactly the same quality and comfort but for a single bed. This may sound obvious but to a 92 year old who cannot visualise concepts it showed just how much customer care and the ability to tailor her sales technique to accommodate each customers needs. Natasha is a good asset and one who should be nurtured to make Trowbridge Store the first port of call for all potential customers.

The problem concerns the delivery of the item bought which was a SINGLE adjustable bed. We were not made aware of clause 5 in the Customer Agreement covering Customer obligations upon delivery. We were not made aware of the dimensions of the bed, assuming it to be a single bed and had no reason to assume there would be an access problem. We also requested and paid for the deliverers to take away the existing bed. When delivery was attempted, on the 15th Feb, the bed would not pass up through a 180 degree turn in the stairs. Because of this, the bed was not delivered. It was also made clear that, despite the fact that the bed to be removed was already surplus to requirement, it would not be taken away. Today, the 17th Feb, I returned to the store seeking a full refund. I was directed to your Customer Service line 0344 292 0000 which took over 40 minutes to answer and subsequently refuse my refund. Your website is about to time me out now, so I need to end. More to follow.

Very blunt salesmen. Felt pressured into buying a bed that I didn't really want. Felt intimidated by him also messed up the order at computer. Sent a email yesterday asking for a refund and to stop order as I dont want the bed.

I was very satisfied