Dreams - Coventry

I was more than satisfied with my experience with dreams and the after service up to now but until the item is delivered i will not know how far up the satisfaction scale this goes too.

The issue was with your online payment system, my husband and I tried 6 times (4 on one order and twice on another) using 3 cards and none of them when through as there was an error message after the card details were entered, it was incredibly frustrating, Elliot who I chatted with online answered very quickly but couldn't really solve the issue. Jackie who I spoke with when placing the online order was really great, friendly and efficient (although she was experiencing technical issues as well) but again couldn't solve the issue. When I tried to call back after the second unsuccessful online transaction there was also a very long wait to get through - was Jackie working on her own in your call center?? We wanted to pay with our AMEX card which is available on you online store, but not when paying via the phone, therefore had to use another card which added to the frustration. Overall, your staff were fantastic but your technical services leave a lot to be desired from my only experience of buying something from Dreams.

the mattress arrived damaged. We had to arrange delivery of a replacement.

There is always room for improvement

I was highly satisfied with the overall experience of shopping with dreams. I went in to a branch to have a look at the mattresses to test them out as I had already chosen a bed frame online. The member of staff in store was happy, helpful and answered all our questions which then allowed us to place an online order. The mattress arrived and had some marks along the side so the guy who was fitting the bed frame together contacted head office to inform them and they subsequently contacted us and offered us a discount or replacement. Excellent service!!!

I have not received the item yet, so cannot say extremely satisfied. I did not expect to wait 2 weeks to get it delivered. Otherwise everything seemed satisfactory, Thank you.

I did try to order online bu5 could not complete transaction so telephoned and purchased that way

I placed my order on the phone. Only minus point was the amount of time I waited for a callback. Was told five minutes but it was over an hour. I had a 10 per cent discount entitlement and the assistant needed a code from his supervisor who was unavailable while I was on the phone.

PRICES WERE APPEARS HIGH

I was satisfied