Dreams - Poole

On the day in the store was great. But the date I booked delivery for and was texted and given a time slot for , never happened as my mattress was not delivered overnight to the store. When the Laurie meant to bring it arrived my mattress was on the list but was not in the trailer. I am disabled with having a paralysed left arm and partial paralysis of my left leg and back. I spent most of the early morning putting my old mattress into a green giant bag I was given. So then be phoned and told the delivery was not happening. This is not acceptable

There was only one member of staff available and he was with another customer at the time. However, when Andrew became available he was very attentive and friendly.

Over 2 weeks wait for a mattress delivery is unacceptable in 2021

Amount of choice and info a bit overwhelming

The computerised bed experience seemed a waste of time especially as I disagreed with the result.

Everything was as I would expect, so I would say that I am satisfied and have read 'highly satisfied' to mean that my expectations were exceeded rather than met.

Not all the brands I was looking for were stocked

I contacted customer service explaining my situation and they gave me misleading information. I was basically told to go inshore as they would be able to help me more than they could. However in store it was explained that we had been mislead. Also on our first visit, the store was so busy, we waited over half an hour to see someone so had to go back on another day. I understand its busy but it made our experience short of perfect.

Identifying what we wanted was good, we selected a bed, mattress and headboard. When we placed the order we were told the mattress we wanted would take 12 weeks to order. As we needed the bed a lot sooner than that we had to rethink the mattress. Found another mattress that was available a lot sooner. Disappointed that our first choice would not be achieved.

More staff to be aware that customers need help rather than leaving to the man that helped me being stretched to serving 3 of us.