Dreams - Chingford

N/A

I am very satisfied with my experience at Dreams but I hoped that the items were delivered earlier as we had to wait 3 weeks for that.

Ordered and paid for a Tempur mattress (£1500). Was told the computer system was down but delivery should be within 1 week and store would call next day to confirm delivery date. Was called next day and told delivery would be 4 weeks at earliest. Website is still stating 5 days. Very misleading.

Lack of staff and support from staff. Had to go and request assistance and felt a bit rushed when placing an order.

We were very excited to buy our first bed as a couple moving into our first place but when we arrived in store no one spoke with us despite no customers. We had to track someone down which is fine but it felt like he didn't want to speak with us due to his demeanor. When it came to filling out paperwork he would mumble a lot of information and phrase things in a confusing way. When I asked him to repeat information he would become flustered or agitated over having to do so. When filling out information he couldn't remember more than one letter or number at a time which took up loads of time to fill out the application. So I had to really spell everything out for him. Overall just a nervous, anxious attitude in terms of customer service.

My mum is disabled and the only way into the shop were down stairs! No ramp available! There was no lift to take us up to the first floor in the store although the sales assistant said the main show room was on the ground floor even though there were a lot more beds upstairs.

We did our research prior to the visit. We simply walked in and placed the order. Anyone could have dealt with us because we were 100% confident in the product we want. Assistant Manager - Ashley was helpful and knew his product. Confident he has been there for a while. We were greeted immediately. However, we were the only customer on the ground floor. What I was disappointed in - He offered us something to drink after the payment was taken and we were ready to leave. I politely declined but did inform him, he should have offered us the drink before. He gave a card ‘Pillow Talk’ and mentioned, please write down on the survey that I offered you a drink. This is not the way. I am a senior manager in a car retail, and I would not be happy if some one offered our customers some sort of beverage when they are about to leave or after they have made the payment.

We were satisfied with the visit. Not great dis able access at this particular store or for pushchairs.

salesperson confused between billing and delivery address

Selected a bed frame - brown faux leather. When ordering was presented with choice between black or brown - chose black. Only when reviewing the order confirmation when at home noticed the black option was a completely different material. Even after pointing to a different black faux leather bed in showroom to confirm similarity at the time, nothing was said by the salesman; obviously indicating only the colour would be different. Also, he stated he was 'throwing in' free pillows which ended up being paid for. There's a difference between a sale and deception.