Dreams - Basingstoke

The quality and price of the bed we chose was very good. I felt that the mattresses were expensive. When buyin a bed I would have expected construction (we bought an ottoman bed) would have been included and not a £50 extra or DIY. We have bought beds from independent bed shops where construction was not a £50 extra, but part of the overal service. The most recent being in August of this year.

I feel we where mislead in thinking we had 14 days to change our mind after placing order . This is clearly not the case. We wanted to change our order to not to have a drawer in base of the bed. It was then explained we only have 48hrs to make changes to our order. At this point l was extremely upset at being told that this was not possible!,,,'. In you're store in Basingstoke you have no signage to say once you have placed a order it cannot be changed after 48hrs . As we're told 14days you misled us

Pushy sales staff that pounced before the door had time to shut behind us and said sales staff were half way down the store!!! Constant interruptions while trying to browse! Hard sell does not work for all customers - learn who they are before pitching!!!

The sales person only directed us towards 2 mattresses. We informed him we wanted a very soft mattress and heat was a problem. He directed my wife to 2 mattresses and convinced us to buy the Tempur Cooltouch Cloud Supreme 21 S Adj Mattress, Therapur Cool Pillow and Tempur SK Mattress Protector. The mattress is very uncomfortable and when we went in to the store again the day after delivery the same sales person showed us another mattress in the same range that he had shown us before ( not Tempur) but a softer one this time which we had not been directed to on the first visit. He also persuaded us to try the mattress for longer saying fibres would break down and the mattress would become softer. It has not and it was only when we went into the store again and the female sales person spent time showing us many different mattresses and discussing our needs that we realised how we had been influenced to buy a mattress which was unsuitable for our needs. We will be requesting a replacement and feel very strongly that in the first instance we were not given good service although at the time we did not know any better. The service we received from the female sales person was excellent.

I clearly told the sales person what I was looking for, he showed me a number of mattresses that didn't fit what I had described and said that what I wanted would cost me over £1,000. The last mattress he showed me was exactly what I had asked for in the first place, and was £299. A lot of time could have been saved if he'd shown me what I wanted in the first place and not tried to upsell me.

It took over an hour to process our order in store. This was all due to a very poorly designed computer system, in particular the link for interest free credit. The operator mad a mistake in not putting on the deposit. She spotted this but there was no easy way back to correct this. The terminal was then passed to me to agree the terms. At one point it opened another tab with a load of information but no explanation as to what this was. On returning to the original tab it has options to print or exit. I did not want a print so clicked exit. This closed the whole process. If printing is compulsory then the button should say next, not print. Altogether very disappointing. Ordering should be very quick and easy.

you don't offer the free delivery - and I was pressured to take the insurance for a piston which I did not want. he was grumpy as I didn't also buy a king sized mattress and no one told me if I brought pillows I had to return them to the same store, not one closer to home

The sales man was extremely unknowledgeable about everything and had no customer skills whatsoever, to the point I nearly walked out, which I had done the week before when he served me, I came back hoping I would be served by someone better, but still the same man... Absolutely useless

We visited dreams Basingstoke after searching online. In the store found the bed we liked and proceeded with the purchase. We were told that there was a charge for delivery and it was added to the bill. My wife was not sure this was correct so proceeded to check online and the delivery was free bit too late as I was already paying. When I asked if this was the case they said yes delivery online was free and they could match it if I want. This part had me confused and rather angry why not offer the free delivery rather then wait until we challenged on it and be upfront and honest with your customers

The staff were too busy to help our - new - server in more than a swift dismissive way. The finance system is not built to accommodate the self-employed, asking for employer details, etc. The system could also not handle orders to a new address while charging to an old one. We went through the process of giving details twice, suffered system crashes and comfusions, taking two hours to make a purchase despite knowing what we wanted when we entered the store. Our server was brave and cheery throughout, but the systems were clearly a nightmare - ultimately we're relying on a staff member calling customer service after we left to get the bed sent to the right house. We then got a call to deliver a month after buying, a crazy delay...and got the same call again 20 minutes later from a second operative. For the high price and thin discount, this has been very disappointing.