Dreams - Edinburgh - Straiton

As we were being served by Jav, who was excellent. The female (didn't catch her name) was very abrupt and argumentative with us regarding the uplift of out old mattresses, and would have been very happy at that point to walk out of shop if it had not been for the service we received from Jav. She needs training in how to talk to customers

Too long to wait

Store experience and Jav excellent . Was quoted 11 weeks for delivery . Phoned next day to arrange..answering machine and no call back. Phoned the next day, couldn’t be arranged because weekend. Phoned Monday to be told by South African lady that the could bring forward to 25th March. I explained that my husband is recovering from 2 years cancer treatment a £ could not lie on floor, or air bed as she suggested. She said she’d speak to her manager but that was the only date she had. Was so not happy having* paid, in full, in cash that I went onto your online chat to see if this was normal( now wishing I’d ordered elsewhere Eg Sterling’s where we bough5 our last Hypnos mattress 7 years ago and found customer service anD timeliness excellent) . Spoke to a lovely lady , Amy, who very quickly re arranged delivery from 25 th March to 15 th February! Now why couldn’t the lady at the store have done this?

I would never give a Highly Satisfied comment to any company because I always think there can be improvements made.

I was satisfied as the assistance, experience, order process etc was all really good. I just didn’t click highly satisfied as there’s always room for small improvements e.g. quicker product availability etc.

Nothing specific, store itself is soulless and has no atmosphere which does not take experience to the next level.

I had been provided with a 20% discount by Rob Bedford as I had the need to make a complaint about Claire in the Edinburgh Straiton store. We gave her a 2nd chance as it was her who served us. Initially, she was very helpful, however I found her quite rude ‘telling’ me to sit down when she was having difficulty with the transaction on the system. The Manager was very helpful in providing a discount, but, for some reason, I couldn’t use my FULL discount (£10 short of the 20%). When I questioned this when I noticed later, I was told that by Claire that there was no more discount available. This was an original complaint goodwill and only reason we revisited to buy 2 mattresses and 5 pillows. Very disappointed, again with the service received.

I found what I wanted without difficulty therefore I was satisfied with the way I was served staff were friendly and attentive without being pushy which I prefer

We were interested in Tempur mattresses. I had done some research on Tempur's own website before visiting the shop but became confused when signage in Dreams was different to the manufacturer's online descriptions. This was compounded by the sales person's apparent lack of product knowledge. All of this resulted in our having to amend our order after returning home from the shop.

This was our second visit. The first visit was a few days prior when it was busier and the experience wasn’t as good as it was on this visit