Dreams - Nottingham

Able to order bed that I wanted but had to spend more than I planned.

The IT system kept crashing whilst we were placing our order and then again when we were sorting out the finance. We kept having to start over and it took 1 1/2 hours. I knew what I wanted to order when I got there so that bit was quick. It’s not acceptable to have to wait that long. I understand that the IT system had recently had an upgrade and the problem had been going on for a few days. If I was ordering on line and the system kept crashing I would never use your site again, so why allow it to happen in store after customers make an effort to go to the store rather than just your website? If it wasn’t for the helpful staff I would have made a formal complaint.

the card machine plug had been knocked out of the wall and after the first try I asked them to check this when the transaction didn't work, as i knew there was nothing wrong with the 2 credit cards i presented. They tried 4 more times and i left the store to return half an hour later, giving them time to sort out the problem. I went back and I paid swiftly (after they had plugged the machine back in), very poor service that should have been remedied quickly as we were the only customers and 4 staff were available, it ruined a nice experience.

The bed was needed urgently due to wife being discharged from hospital. It arrived at the appointed time but with feet and slats missing. I had to use it initially with it directly on the floor and with none sprung lats. This was rectified two days later when the missing parts were delivered and fitted

Delivery charges

IT WAS NOT IN STORE THE PROBLEM IT WAS WITH THE DELIVERY

We decided to buy two tempur pillow and mattress, when the transaction is done John asked another colleague for help they were whispering and pointing on the computer screen, I don't appreciate the moment, next minute the colleague came to us with sales pitch about bed cover, so we ended up buying a bed cover. also I have not been told I have to pay delivery charges! It's added to bill without knowing. others retailer does free delivery. If required I appreciate if they can let me know £39 for to door delivery or to room. Overall John is very welcoming freindly staff. Thanks

Initially on entering the store I was greeted by a staff member named John, he was friendly and polite and not pushy or hovering around as some sales people do and I found him to be of a pleasant nature and helpful in answering any questions we had. My problem is that when I decided to go ahead with the purchase I was shoved from pillar to post to make payment, firstly I was told to take a seat and a female staff member took all the relevant details, she seemed quite uninterested in the process of what she was doing down to the point that she didn't even know what delivery date was entered. I was then told to goto another counter to pay which I did and encountered the most ignorant sales person I have ever met, then I returned to check details and sign contract, I then returned to the other counter to collect my receipt and again met the ignorant salesman with a thank you, I then returned to the original counter/desk to get my copy of the sales receipt to which I was told it had been sent to my email address and because I didn't have my phone on me I couldn't check this until later that evening. As a returning customer I found this visit to dreams to be slightly off putting .

Delivery of pillows that were supposed to be here in 5-7 days still not here 2 weeks later. When speaking on phone - was told they would ring back and then no call after half an hour so had to ring again. Second person I spoke to was a bit sharp and then rang back saying basically my choices are to go to one of two branches to pick a different one. We do not love nearby!!

The service was poor we seemed to be passed between sales people explaining what we are looking for to each one, they never really answered our questions so in the end we needed up picking the mattress that we thought was best. When we then sat down the sales rep had ordered the incorrect mattress showing how little attention he was paying, I picked this up when I challenged the price showing him the price is not correct. I then checked this in the e-mail confirmation and showed him he has ordered the incorrect mattress. He did not apologise for this and just said he’s had a long day and it was down to his big lunch.... I had heard good things about Dreams this is why we went but was very disappointed with our experience.