Dreams - Poole

When placing the order the computer system failed. It also indicated a delivery date that when we went to book was not then available, a matter of seconds. Charging delivery is really off-putting. We were told that we have no choice but to pay it. No option to collect from the store to save delivery costs. I would recommend that this is included in the cost of any product you sell as would sound better that 'free delivery'. Costs are the same wherever you live. Also the way in which you recognise the colleague, I am assuming for bonuses, is poor. We were attended to by a man who was really helpful, did all the work, but when asked if anyone had spoken to us I said Helen had said good morning when we came in (nothing else). The man then passed us to Helen to complete the order. I think this is really unfair as he did all the work.

On a whole the staff were friendly and they did approach my self and my partner. However on our first visit to the shop the first member of staff that approached us did it with a lack of real want to help us and i feel they looked at us and just thought we were not serious, offered no assistance other than to grab us a brochure, for which i could have done my sefl. Had it not been for the fact that the bed we wanted was not available with the mattress we wanted in another store then this initial contact would have made me spend my money in a different place. i can confidently say that on our second and third visit both Matt and Stuart were excellent and did secure the sale.

Difference of opinion between us. He won

Disappointed that the flexibility on discounts was nominal when other store groups off better discounts fro similar quality

Store was being refurb end so not as pleasant as usual but totally understandable

I did not rate you highly satisfied as we couldn't collect from yourselves as you don't have the space but still had to pay a delivery charge

My experience met my expectations.

The product we were looking for originally was not available to view. A satisfactory alternative was purchased. Very surprised and disappointed that bedding to fit the adjustable beds is not available to purchase at the shop. With unusual size bedding this would be a big plus as I have had to go online to order elsewhere. This would have certainly increased my rating.

We needed to wait for someone to help us after we had a look around as the two staff members were busy. They did not have any fitted sheets in white in stock as I believe they are waiting for a refit and this has been postponed 4 times.

Found the range of beds offered is extensive but confusing. Efforts have been made to clarify different qualities but my husband and I still found all the different types ( especially all the "toppers" ) somewhat difficult to understand. Different pillow colours is an effective way of distinguishing qualities but each section needed further signposting or explanatory notices. Salesman tended to point rather than actually go to the relevant item, which would have been clearer. He was familiar with the stock and able to talk at length on each but at times he tended to speak a little too fast and sometimes it felt as though we were overwhelmed with information without having time to absorb it. He left us to try different beds but was available when needed. Comfort exchange would seem to be excellent - if it really operates as easily as described !