Dreams - Croydon

The store was deserted when we visited - in fact we thought it was closed. The assistant was initially helpful but when anothere customer came into the store he could not rush us through our order quickly enough and appeared to not want to lose the next customer. He was impatient for us to sign documents, which made us feel "in the way"

Staff had to be approached before they offer assistance.

We found the Assistant Manager who assisted us a bit annoyed when we asked questions repeatedly with regards to the 20% discount products available on the mattresses. Also at the time of doing the paper work, we were asked to type all the details ourselves which was unusual and it felt like he asked us to do his work for him.

My daughter and I were looking for a mattress for a spare bed , for occasional use. I therefore did not want to spend as much as i would for our main beds. We wandered around the store but the signs were rather unclear. The two members of staff did not approach us to offer help, despite not being with other customers. When we had made our choice we had to ask them if we could place an order. The order process was smooth and the assistant polite.

You had a new product on display called Hyde and Seek memory plus, and no stock in store when we decided to purchase. This frustrated us as we now have to wait six weeks for delivery. I had to convince my wife to purchase the mattress through DREAMS as she did not want to wait, otherwise you would not have got the sale. The product was good and the service friendly, but the availability of stock was the point of failure.

We bought a mattress in a bag and unfortunately it hasn't bounced up at the 4 corners of the bed , the one on show was perfect , they are replacing it on Friday just hope this one is ok

The credit check went to a referral, which is fair enough. However, I felt the guy assisting us was slow in providing the necessary documents to the credit agency, as it was a Sunday and the person at the credit agency was finishing his shift soon. The girlfriend had to go back the next day to provide more identification and again, it took some time to process the transaction

Your contract is appalling in not allowing cancellation after signing - everyone should be allowed to change their mind in a cooling off period. Also any change to a lower price product and you keep the difference? That just sounds greedy.

Items are generally expensive. The cost of headboards and pillows ridiculously expensive, eg pillow - £83 and head board - £149. Comparable headboards can be bought for less than £50 in many stores. I was not informed that I could have put down a 20% deposit and paid the balance 7 or more days prior to delivery. For an expensive store I expected better service and clearer value for money, not a rip-off approach for subsidiary bedding items so I will not go back there and the overall experience is in my view far less satisfactory than if I had gone to another store such as John Lewis.

I felt extremely pushed into buying the most exspensive mattress. And then was told on numerous occasions that I could put it on finance. After I said the first time I didn't need finance I was still offered it atleast 4 more times. It was almost like he got a bonus for selling finance. I got what I needed and it probably was the best option for me but once I started asking about a cheaper mattress I was pushed down the tempur road quite aggressively. Having worked in retail before myself I know of targets set for salespeople and felt that I was just a bonus filler.