Dreams - Acton

The item delivery takes too long from the date of purchase

The item delivery takes too long from the date of purchase

The manager of the store where I have placed was unhelpful at all. I was purchasing two singles and two mattresses of 412 GP . I have asked discount on Saturday which was only 10 pounds but she has refused but she was able to take from another item 18 pounds . She was very very tightened and me presonally feel she does not care from customer services point of view. I was very thirsty and I was willing to pay 50 pences for a bottle of water as i saw the manager does not give any thing away ,but Linda -the person who served me told me that the water and tea and coffee facilities was free. General speaking was very bad experience. That store manager does not think for the long run customer

Was not made to feel totally welcomed at first I was no doubt one of the first people through the door on a Sunday , person who served me was Abdi who was fine but he’s work mate didn’t seem interested in being there and was non engaging. Service was fine but could of been better after I did spend over £1000which is still a lot in my book

I thought I was buying exactly the same bed as I did last time and was on my records. The bed that arrived only had one slider door underneath. I expected slider doors on both sides I didn't pick that up when completing the transaction

I can not comment as I had left it to my sister to choose as I was unable to attend due to recovering from a stroke and as we have roughly the same build, size, and taste I trusted her judgement

Short of Staff (some off) so a feeling of some urgency to finish!!

The assistant was ok but did not seem to have excellent product knowledge, I asked if they had a specific item and she said no. She replied without even checking properly around the store or on the computer system. Then after walking around the store the actual bed I was looking for was right in front of their desks!! So it was in stock but they didn't bother to check. Secondly I didn't feel the service was friendly or helpful or knowledgable. Given i spent over £1700 I would expect very helpful service. This is second time I brought bed from Dreams and although product is excellent store service is nothing special and I could see why some people would walk away.

Overall I felt rushed as they were apparently short staffed - understandable but I felt as though the gentleman who served me was looking over my shoulder and willing me to hurry up. Options such as having my old bed taken wasn't offered to me - I only read this option on my receipt that claimed I had opted out - I actually would have paid extra for this service if offered

I arrived at the store and we found the mattress we liked. Linda was great. She knew her stuff and then didn't try to pressure us into the upsell. It then meant that we purchased additional warranty and additional Tempur pillows on our own accord. Then things went downhill. 1. Your system was not working so the order had to be made on paper and no delivery date could be given (which was frustrating as we had a holiday planned). 2. Your card machine didn't work so I couldn't make the purchase! 3. I called every day Monday to Wednesday to pay and nobody answered due to a store refurbishment. 4. Linda called and apologised, order was completed. Quite simply: if I could get the mattress (Terapure) from another dealer, I definitely would have. We even searched for it online since we could't complete our order with Dreams. The whole thing was a nightmare and beyond Linda's control so this is not a complaint about her but about Dreams' overall infrastructure/organisation. I'm not in a rush to return as a result.