Dreams - Dartford

Very pleased with the service and the amount of products available.

Very friendly staff, purchased mattress there once before, about 5 years ago so glad that the quality of customer service is still very high. Staff made feel important and not pushy, gave me time to decide

Because spending a lot of money is upsetting and being tight on money due to buying a house makes all shopping hard and slightly stressful

I'm hard to please.

We were very happy with the customer service on the day the only thing that was a little disappointing was that having placed an order for a mattress on 17/1/18 the earliest available date for delivery was the 21/2/18. Other than this we were very satisfied with our visit.

The order was inputted incorrectly as a buy now pay later and then it couldnt be changed. They needed to call the credit team. Then there was a mix up with the ref number, they couldnt find me on the system. They needed to call the Customer Service team again. They were on hold for a while so I left and went for a coffee as I had my 5 year old daughter with me. It would have been nice to have been offered a discount or something for the inconvenience. They called me when it was sorted out and then I returned to the store to sign the paper work.

We had a very helpful sales man called Richard, that made the whole experience in purchasing our mattress a pleasure!

I haven't had delivered yet

ITEMS NOT AVSILAABLE FROM STOCK. had to wait for them to be made, thought that with so many stores, you would carry some stock. Not dissatisfied with the service received at all just the wait for the new beds to be delivered. still not delivered.

I had to exchange a mattress protector which I ordered with the wrong size. I purchased this at the Dartford branch, and when I initially tried to return it to Charlton, they were unable to help with the exchange, despite having the correct item in stock. when I was able to return to the Dartford branch, the exchange took around 20 minutes in store due to the procedures setup - the assistant had to call into customer services to process. In all my experience with purchasing retail goods, I have never been turned away from a store as a purchase had been made in a different branch, or gone through such a delay and waste of my time due to the complexity of the process. Had I wanted to exchange or return the bed I would understand that this could take longer, but as this was an accessory within the shop, then the delay and lack of help at Charlton is not really acceptable.