Dreams - Chippenham

It was good enough

Because at the till the college noticed she hadn’t charged us for a duvet, she pointed it out and still didn’t add it to our order. My partner was then rang three different times to say we had £12 still outstanding to pay, on the second occasion he was told if we didn’t pay that evening our order would be moved. He works til 5 every day and your store closes at 6. As you can imagine not happy as this was not our fault it hadn’t been added to our order. The manager apologised.

Because at the till the college noticed she hadn’t charged us for a duvet, she pointed it out and still didn’t add it to our order. My partner was then rang three different times to say we had £12 still outstanding to pay, on the second occasion he was told if we didn’t pay that evening our order would be moved. He works til 5 every day and your store closes at 6. As you can imagine not happy as this was not our fault it hadn’t been added to our order. The manager apologised.

Because at the till the college noticed she hadn’t charged us for a duvet, she pointed it out and still didn’t add it to our order. My partner was then rang three different times to say we had £12 still outstanding to pay, on the second occasion he was told if we didn’t pay that evening our order would be moved. He works til 5 every day and your store closes at 6. As you can imagine not happy as this was not our fault it hadn’t been added to our order. The manager apologised.

Because at the till the college noticed she hadn’t charged us for a duvet, she pointed it out and still didn’t add it to our order. My partner was then rang three different times to say we had £12 still outstanding to pay, on the second occasion he was told if we didn’t pay that evening our order would be moved. He works til 5 every day and your store closes at 6. As you can imagine not happy as this was not our fault it hadn’t been added to our order. The manager apologised.

Only one salesman available, Jon was available and I had to wait 20 minutes before help as he was serving another customer. He was very helpful and I felt sorry for him having to manage the whole store on his own.

The delivery date became unavailable due to the time taken to order and then a delivery charge was added, when the original day we clicked on was free and 2 days earlier. Staff member was very dismissive about the situation.

We bought this bed because we needed a bed to help my wife sleep better as she is disabled and has trouble sleeping properly. We were expecting the price to be £200 lower than we actually paid. The sales assistant said 20% Vat discount from £2000 would bring the price down to £1600. Then when the sale was completed the discount was less than we were expecting. I went into the store the following day to query this and was told the Vat discount only applied to the motor & mattress, not the frame. We felt we were conned and would never shop at Dreams again. Then on delivery day the assembly people managed to knock over a cup of tea I had made for them and it stained my wall and a few spots on my new mattress. Extremely unhappy and frustrated. Our whole experience with Dreams has left us feeling upset and frustrated. It took the shine off what should have been a very happy experience.

I was very satisfied with everything including the very helpful Manager. It was just three weeks wait for delivery. However this would not detract from me shopping here again.

Your returns policy in this day and is something you should be truly ashamed of. Whoever designed this policy clearly has no idea of what constitutes good customer service. I returned unopened all the items I bought less that 24 hours after my purchase as I'd changed my mind only to be told that you did not take back mattresses. This I can understand if they had been used but as they were clearly not opened I cannot see your reasoning. I complained at the store and was advised to call customer service who whist trying to be helpful kept reiterating that it was "company policy". After a great deal of back and forth between store, customer service and myself I finally obtained a refund only to be informed that it would take 5 -7 working days for the refund to reach my account. Even then it took further attempts to get the full amount refunded as was refunded in dribs and drabs. My overall experience was extremely poor although I would say that for the most part your staff were good but hampered by such an archaic approach. I will not not be returning to any of your stores and will tell my many friends and colleagues. If you do respond to this I would be surprised