Dreams - Edinburgh - Straiton

Item purchased, a mattress, was dirty when removing it from the plastic bag. Does it means that it has been used, used for display, etc? It is not satisfying at all

Here's the main problem with your service. If I go to a store such as M&S or John Lewis and order a product, the staff are very helpful and make you feel like it is you, the customer, who is the most important thing in the transaction. At Dreams, there was a very strong impression that the company and the customer were in some sort of competition with each other - we were made to sign legal documents, we had it explained to us that we couldn't return the item if we weren't happy with it (even though we hadn't seen the exact item in store), and there was a general impression given of the customer as someone who needs to fit to the company's rules, or else. This wasn't really the staff who dealt with us, but the apparent regulations and methods surrounding transactions with Dreams. I'll repeat, none of this occurs with most retailers I've dealt with. Why do you feel it necessary to construct transactions which make it feel like there is a confrontation between yourselves and the customer?

Terrible pushy service in store and even worse customer service on the phone

I bought a headboard for a double bed. The price shown was £79. There was no headboard in store, it had to be ordered and it would take a week. It had to be delivered to my home, it could not be collected in store for some reason or other. Delivery would cost another £10, making the unavoidable cost of £89. This is surely illegal! The price displayed was £79 and should have been provided, by law, at this price. The Displayed price of £79 was, by law, an "Offer to Treat". I think I have overpaid by £10!

bought a pair of therapur pillows described as the coolpillow once home and placed a pillow cover over them the cool part of the pillow is nonexistent very disappointed here, the softness of the pillows are to my liking, a shame about the cool part. would not buy again.

My mattress was delivered today at 12.30, I then discovered it was not the mattress that I ordered in the showroom, i phoned the store and the assistant said he would phone me straight back, it has taken 3 hours until eventually I had to phone customer services and they said they knew nothing about this? I have sent a photograph of the mattress to the store as requested by assistant, his explanation of why he could not phone as he was in the store on his own and serving customers,I thought I was a customer! I Can assure you that the mattress that was delivered was not the one I picked in the store I await your reply.

You choose to charge your customers a separate and very high (in relation to most other furniture stores) delivery fee. So when I agree to pay £39 (!) for delivery I do not expect to be fobbed off on the day that is arranged for delivery. I took a day off work in order to be in and I will not get this time back. If you have the cheek to charge that amount of money for something as simple as driving a mattress to my house then it is reasonable to expect some level of service and cooperation. Also, when I do speak to someone on the phone to arrange things I don't expect to be talked over and ignored. Your customer service stopped the minute I had paid the money.

i was highly satisfied with the experience

Staff was rude and argumentative, arrogant and I was raging

Too long to write in 1200 words! I will email complaint.