Dreams - Hayes

Very expensive

The sales person was very patronising. He did not give us product knowledge he just wanted us to place the order and kept asking us are we ready for the order while we are testing the mattresses. Before coming to the store I spoke to someone over the phone and asked about discount he said just come into store and we will do sth if you are a serious buyer. But this guy at southhall didn’t want to help he initially gave £12 discount on a £2300 order and then we said is it a joke he gave a further 40 off. We told him unfortunately we have missed the sales period previously but your colleague over the phone was very helpful and said he will do his best. He then randomly called a number and started talking about I have customer here saying this and that and then hung up and said there is no discount etc etc. I wish we had seen someone with great customer service skills at your store.

When placing the order, specifically stated I needed the item delivered by a set date. Was told no problems. Queried the 48 hour cancellation term, was informed not a problem if they cannot deliver the item by my date. Was subsequently called an informed the item not due in stock until 11th December and no delivery date can be confirmed until then. Reiterated my delivery required by 15th or cancel the order. Was told would not be a problem and the 48 hour cancellation would be waived. I await the outcome & potential fun if I need to cancel..

Show room was hot and stuffy... no mention was made by assistant of upcoming sale...

Although the staff was helpfull . I felt that as a loyal customer who buys all my beds from your store over the last 20 years . I was not treated nicely. The gentleman did give me a small discount however I felt a bit pressured into taking out the protection insurances in order to receive a free mattress protector and some pillows . So as a loyal customer I was not really rewarded . The discount given was purely to get a sale . I also bought a bed from yourselves last year and it was the same.

I found the staff to pushy, I had said no about adding on extras like insurance, bedside tables etc. But they cannot take no for an answer. Also all of the staff start trying to join in on the sale which is irritating when I just want to have it ordered and not have to explain to everyone in the shop that i don't want to buy anything else on top.

Not sure if it is really value for money

i went to hayes store opposite delamere rd on 06\4\15 at about 3.40. The manager welcomed me but passed me onto an assistant. There were 2 placing order desks and they were occupied so i had to wait for 1 to become available. I paid over £730 for a double mattress with delivery which is very expensive. i paid a deposit and put the rest on direct debit. i had to wait about 15 minutes for this to clear. i was given a mattress protector for purchasing the mattress but there was no bags to put it in. i had to carry out a pack tucked in my arms which was embarassing. Finally, no am or pm time given, just that the delivery people will call either on mobile or home number 2 hours before delivery time- this really is very limited and very vague.not very good customer information

Our sales assistant Bally was great, very knowledgeable about the mattresses. Took the time to make sure we tried the various mattresses for us to find the right one for us and was also very patient as we had our 3 year old with us. Very attentive and offered water/tea/coffee while we were discussing options. All was well, until it came to payment and delivery. We we told that delivery of our Sleepeazee Paddington could be delivered in as early as 4/5 days, fantastic we thought - when it came to payment we were informed it could be delivered as early as 15/11/21 (we placed order on 13/11/2021). The 15th arrived and we had received no tracking information at all, after speaking to customer services it seems as though rather than delivery Bally put down collection from depot on our order! This has left us without a mattress and no way of collecting the one we ordered. HIGHLY INFURIATING!! Also been informed by customer services that this particular mattress can take up to 5 weeks to be delivered! Which is almost Christmas!! Feel like great service up to the point of payment and then completely let down at the last hurdle. Disappointed from an almost perfect experience.

Whilst the Sales rep did confirm the 40 day exchange what he did not tell us until after we had paid the deposit and I asked what would happen if we changed our mind for a cheaper mattress which was medium, was if we did exchange for a cheaper item we would not get any difference in cash or store credit! Dreams fully advertise the 40 day exchange and seem proud of this but what is totally disgusting they don’t tell you they keep your money - shocking!!!!