Dreams - Newbury

One member of staff helpful Two other members o& staff talking to each other and not interested in customers

Not until the end of the transaction was I informed that the guarantee was only 1 year. Iwas then told to match the guarantee I had been quoted else where I would have to pay £45. Your website does not state the guarantee period and continually talks about change ever 8 years. Why does you guarantee not at least cover the life expectancy period?

staff were not there had to wait for assistance and manager was not willing to give a good price on the beds

I was told delivery would be 4th Jan, then when the order was placed on the system it wouldn't come up with any available dates, which meant it was out of stock. The assistant said she thought it was a system clitch, as it was saying it for all sizes of the bed. She said that I would probably get a call tomorrow to arrange delivery. There Was no attempt to check if it is a system issue or not. When I got home I looked on the website and it showed in stock and delivery available. Plus it was free delivery and I was charged £39. I wish I had placed my order online, as it was in stock and free delivery.

I found both members of staff were at a desk on phones and i had to approach when i wanted to get some information on the products. They should have seen that I was floating between two beds at the front comparing them and then approached me.

Although my delivery was arranged for almost one month after the purchase day (purchase 1st Nov, delivery 29th Nov), one of the items, a headboard, was not included in the delivery. The delivery drivers did call that morning to notify me that it wasn't on the lorry but I fail to understand how this is acceptable given that you a whole month's notice for products that are in stock (and I had paid in full). I had arranged a delivery day that was convenient but I have few remaining options now as this is a very busy time of year at work. I spoke to the person in the shop who told me that someone would call me with a plan later that day but received no call. It seems to be my responsibility to chase various parts of your process to ensure I actually receive my purchases. Overall, I was happy with the items when buying in store and the delivery people who came to the house were helpful while here but the logistics of your supply chain seems very poor. How can you fail to deliver items with this much notice period? Why do you not contact me immediately with an alternative delivery date? Why is it my responsibility to chase this up? I will not be buying from Dreams in future.

Initial visit we were treated well and bought one bed and 2 mattresses. We were recommended a gel type mattress due to my wife's body heat issues. However once we tried a gel pillow we were not convinced as to its efficiency and therefore requested to change from a gel mattress to a traditional one. The second visit today was different, my wife came to dreams and the colleague who attended was overbearing and she felt pressured . He seemed to infer that the cheaper mattresses were not worth buying. Once my wife ordered the replacement he offered an 8 year guarantee which she declined. He then stated that the comfort guarantee would not apply unless she bought a Dreams protector. This was the first time we had been told of this but he was dismissive as he said it had been within the emailed statement. The colleague who dealt with us on Friday was delightful, the colleague today was not. We shall not shop at Dreams again.

Still not sure of delivery date.....store confirmed 01 feb,but then received a text saying 03 feb!!...live on my own so need to be off work. Twenty minute phone call and still unsure of when being delivered!!!

I was not happy at the cost of delivery as I live 2 miles from the store and had to pay £39.00. I was then quoted £29.00 if I wanted it assembled which I declined. After looking at other bed stores none of them charge delivery. The assistant was very helpful and I have no complaints about him. In future I will go elsewhere and obviously pass this information to friends and family. I look forward to receiving the bed and hope delivery goes well

After spending a long time in the shop looking to buy two single mattresses to put on a super king size base. We looked at many & I did ask if they were 200cm length. The assistant did not know what the length was of any of the beds. I was told it would probably have to be a special order. I accepted this. We carried on looking & saw a super king size mattress & considered that. We asked if we could measure the length, she gave us a tape measure. It was 200 We then were unsure about having one large mattress or two singles together. ( the bed we have at the moment is a super king base with two single mattresses that zip together, but we have never used the zips ) The young assistant said “ If that bed ( the one we measured ) is 200cm. They all will be. We said are you sure the singles will be. She said definitely. So we ordered two. At home, looked on line & saw they were 180cm. Next day cancelled order. Wasted an afternoon!