Dreams - Hereford

We had the manager dealing with us. I found her to be brusque and felt rushed. She didn’t,t give any prices apuntil we were at the till when it was already in the system. She was bossy and demanding with her colleagues- I felt for them, not a good manager in my opinion. A good manager should bring the best out in their staff not have them running around after them with demands etc

Delivery dates are not clearly specified by the salesman. We've been offered to choose the delivery date and expected both the mattress and the frame to be delivered at this date. The driver turned up delivering the mattress only, no frame. However after delivering the mattress the online status link was reporting "we loaded the van" and the next stage "we're on our way" making impression that the second bit will arrive shortly. So the day was wasted awaiting for delivery, no frame still. Online support person told us it may take up to 4 weeks for the frame to arrive, which was not mentioned at all by the store salesman. Why then do I need to keep the mattress in my bedroom for nearly a month until the frame will come? Overall confused by the delivery dates and what will be exactly delivered, also online status of the order is not working correctly.

There is no facility if you change your mind in store only online which is bad practice then you charge 20% for the right to do so when items are in stock and not being made to order, customers should be able to reserve there right to change there mind, quite disgusted with services and certainly would not recommend or use again.

The store had no customers in it however even though we were sitting waiting nether of the two assistants came across to us and we had to ask for help ourselves. From that point they were helpful

I went to buy a single bed mattress. There were 2 assistants there, one was dealing with clients the other was on his mobile phone in the front of the store. I was trying to find single mattresses. Eventually I went to the assistant and asked if I could have some help. I specifically asked for a mattress with firm sides. The young man said it meant having different springs or something. We looked at and tried several and settled for an 'Orchard S' mattress though there was not a single one there, only double. He didn't seem to know much about the products. Delivery was arranged for Saturday 17.9.16. I am not satisfied with the mattress as it has very 'soft' sides and there is a danger of me falling out of bed when I turn onto my sides. I went into the shop to complain on Sunday. the man there said no problem about changing the mattress. He showed me a double on which appeared to have firm sides. He was unable to take any additional payment or arrange for an exchange as it was Sunday. (not much point in them opening really!) He copied my invoice and said that someone would ring me on Tuesday. I do not know what mattress he advised or what I do now as no one has contacted me

We were given pillow-cases and sheets which we we understood to be a free gift. The invoice shows we have been charged! I have telephoned the store, but no response. No return of answer-phone message.

We visited twice. On both occasions nobody came to ask if we wanted help yet the store was really quiet, the second time we were the only people in there. When I approached the desk to place our order the one man that was there saw me coming and actually disappeared into the office, after a short wait another man came out to serve me. He was very friendly and polite but I just felt that we weren't particularly looked after. Also, the store isn't pleasant, the lighting is harsh, both the men I saw looked a bit scruffy and it was untidy behind the counter.

The bed selection was fine. Was told by salesperson that the Silentnight bed we had chosen only had a 1 year manufacturers guarantee. I told her that I thought that was unusual but she insisted. We bought the guarantee against sagging (her words) for £85 which would extend the guarantee to 8 years. On getting home and contacting Silentnight I found out that the bed we had bought had a 5 year manufacturers guarantee. Went back to the store a few days later and confronted the salesteam who all acted surprised and denied any knowledge of a 5 year manufacturers guarantee. Store manager was not in store. I cancelled the store guarantee but could not be reimbursed until store manager came in. The cynic in me suspects that staff get a commission for selling the stores guarantee and conveniently don't mention the manufacturers full guarantee.

The assistant, Sndra, said that the order would be delivered in about three weeks. The following day I received an email saying that the order would be delivered in six weeks. Such a disparity is disappointing.

The member of staff who dealt with us was very rude. When entering the store we was advised not to sit on the beds (which we fully understand). However the tone and manner in which it was delivered was not acceptable. The mattress we purchase was dragged across the showroom floor by the sales assistant. When speaking to us regarding a protection payment, once we made it clear we was not interested in the cover the assistant became very switched off to us a customers. I will not be using Dreams again nor will I recommend them to friends or family