Dreams - Kings Heath

The mattress we chose both by quality & price, when we started to talk prices we were informed by Joanna the price shown on the mattress was incorrect as the £50.00 of the purchase price finished the night before, but still shown on the display. After Joanna said how sorry she was we conceded and paid the full price, but we were disappointed.

On Friday 25th May (around 3pm) I was under a lot of pressure to find a single bed to enable my husband to return home from hospital after having a serious car accident. Liz in the Kings Heath store was brilliant and extremely helpful. The bed could not be delivered until 6th June but I ordered the bed as I was stressed and did not think I had any other option. However, that same evening I was able to find an alternative supplier who could deliver the next day. At 9am Saturday 26th May I called Dreams Customer Service to request immediate cancellation. I was told by Melissa I was being transferred to the 'Cancellation team' - after nearly 10mins wait - Emma informed me that there was no cancellation and that I could only amend the order. She eventually agreed to cancel the order with a cancellation charge which I found to be extremely unfair considering the extremely stress and pressure I was under to secure a bed as quickly as possible and that fact I informed Dreams the cancellation less than 24hrs after the purchase. I was never informed that I could not cancel the order so feel that I have been unfairly treated. I found this experience very disappointing.

there was no problem

No soft matresses or medium soft to try. Not as many pocket sprung matresses tp try as would have liked and not many well known brranded beds to try

Having to pay for parking, even with a Blue Badge

After visiting the shop (highly satisfied) I ordered by phone. All okay except the girl on the phone refused to send me the order note (she said I could go to the shop and collect it) because "We don't have any posting materials". After spending £1,400, I think the shop can afford a stamp. However the girl on the phone was sticking to her script and refused absolutely to put a piece of paper into an envelope. Bad customer service! Treat the customer with some respect and don't say such stupid things over the phone.

The store layout was confusing until the shop assistant explained.

I was highly satisfied with the customer service assistance. Jo was brilliant. However, I felt sorry for her as she was working all by herself in the store and if she was to hurt her self or anything happened to her then nobody was there to look after. There should be at least two people working in the store. While she was serving me another customer was waiting and nobody was there to help him. She ofcoursw explained him that it only her working on the store and he has to wait.

needed a sample of material covering bedframe to match in with decorating bedroom but did not have one available

The mattress I tried felt a little softer. When my mattress arrived it initially felt very firm. First night's sleep wasn't great but I'll see how I get on