Dreams - Brighton

I explained I had recently moved from an area 150 miles away, live on my own and am looking for a replacement bed with storage, but no mattress as I possess a high quality one already. I am not familiar with the purchase of new beds and had several questions to ask. I visited your store specifically with a view to ordering a bed the same day. So I was an ideal customer. The first colleague was helpful. I returned the next day, and asked for asssistance. The second colleague appeared disinterested and not eager to help with a sale. As I do not have the knowledge Dreams sales colleagues have, it would have been appreciated to have someone 'look after' me who was pleasant, cheerful and keen to help me purchase what was right for me .... from Dreams. I did, eventually, but I felt it was a 'self service' sale, whereas Sussex Beds next door are so much more professional and keen to give assistance, made me feel at ease with their friendly approach. It was a shame they didn't have quite what I needed. Dreams achieved a sale from me purely because you had the only bed suitable, and I needed to order it quickly.

We were charged a large amount of money for the delivery of the new bed and disposal of the old one. When queried with the assistant we were given no room for negotiation. We feel thIs detracted from the value of the bed we were sold and in fact would deter us from shopping at Dreams again. It appears Dreams put attractive prices on their beds then make them expensive with the extras. Up selling is not a good sales ploy.

You got this as the company's colleague I dealt with on the 9/7/16 as to thank as to why you did not get a better score his name was Martin and he was highly pressurising to the point I had to walk out and then he was shouting out at me. You can thank Rae for this order his attitude was much better even though it was dearer!!

I was satisfied

The time to place the order took ages. It also took ages for the credit check, almost walked out. The lead time of three and half weeks appears far too long to receive the goods.

mattress arrived too short 6ft 2ins 4ins too short, advised and was sent another mattress this one 6ft 4ins 2 ins too short, decided this was enough and purchased elsewhere and asked to refund the amount paid. Have had the mattress inspected by Homeserve who agreed it was too short ,now awaiting for a refund and a date and time when you are coming to take the mattress away.

I was told I could get the bed already ordered and on hold with one I ordered yesterday. This was the reason for placing the second order. Then today I got a call telling me order 158A011019 wouldn't arrive until 14/10. Basically I feel hoodwinked by Dreams.

The salesman tried to charge twice: for delivery of mattress and again for removal of old one. I've looked in 4 other mattress shops and none of them charge as much / or charge for both delivery and removal of old mattress. I argued this and eventually he agreed to drop one of the charges. Also, delivery time is far too long. Again, other shops were quoting delivery within 2-3 days minimum, if in stock. I was told this mattress was in stock but couldn't be delivered for over two weeks minimum. The timing of deliveries is also unsatisfactory - there should be no reason why delivery can't be at a pre-specified time and date to suit the customer, especially with all the modern technology available these days.

I wanted to amend my order and pay you to build my bed. This seemed like mission impossible and I was told to come back another day once your system had caught up with itself. I am still waiting for a confirmation of my date and I have had to chase also. It seems pathetic that someone spending over £1k with you is treated so poorly. Surely you can amend my order and take more money from me with ease. It's crazy that I get such poor service and yet you still take my money with no attempt to make things right. I have no experienced such Poor service in a long time. You should be embarrassed.

I felt like the staff didn't have a real understanding of the software they use on the computer. Also staff were complaining about other customers to us. As someone who works in customer survice I found this in professional. At one point I was tempted to just leave rather then putting the sale through. The staff where not awful and where quick to help. But I found that there was a lot of fine tuning to be done, it put me off using that particular store again!