Dreams - Farnborough

I was impressed with the knowledge, sales skills and patience of Donna at the Farnborough store (validation code 283). She focused in on my needs and showed me appropriate mattresses and, though the store was busy, she didn't rush me as I leapt on and off beds and asked numerous questions. As a sales person myself, I enjoy watching a good sales person and clearly she is highly trained. In my view, the only trick she missed was to try to sell me add-ons like mattress protector, pillows etc.

The customer service was SUPERB! Kim was extremely helpful. As my wife is first time pregnant Kim took her time to help my wife to find the most suitable bed for us both. We knew which bed we wanted it was just the mattress we weren't sure on. We have now had it a few nights and we are really happy with the choice. The only niggle was we were recommended pillows. I took the advice on a pillow which I a Didn't get on with but the Farnborough team were happy to exchange it.

Too many people buying beds at the same time and not enough staff to deal with them properly.

Whilst sitting with the adviser to pay for our item we were surrounded by several other members of staff all shouting / talking loudly to their customers whilst sharing one payment machine. This left little room for privacy when discussing financial details and made it very difficult to concentrate and hear what the adviser was asking.

I don't feel like the service was over and above standard service I would receive in this type of store.

I got what I came for.

We had to wait a long time until someone finally approached us

I was a bit taken aback when told there was a £39 delivery charge for a bed costing £329. On being told it was for delivery and installation I asked if it would be a lower cost for delivery only. I was informed the price was the same so in the end I had to accept the charge. To make matters worse when I got home and looked on your website I discovered I could have ordered it on line for the same price, but with no delivery charge! It is pity that I was not informed of this option when placing the order. Perhaps this is something that your staff in store could be made aware of. In future I will probably test the item in store and the go and order it on line.

ALL WAS GOING WELL UNTIL WE TRIED TO PAY DEPOSIT AND OUR ASSISTANT TRIED OVER AND OVER TO PLACE OUR ORDER BUT THE COMPUTER SYSTEM KEPT FAILING, SHE EVENTUALY LOADED US ONTO ANOTHER COMPUTER AND THAT THEN EVEN FROZE WHEN SHE WAS TRYING TO CHANGE THE DESCRIPTION OF WHERE I WORK... SHE DID ALL SHE COULD BUT ADDED A GREAT DEAL OF EXTRA TIME TO THE WHOLE PURCHASE ESPECIALY WHEN YOU HAVE A VERY BORED CHILD WITH YOU!

my expectation was high and it was met, therefore I'm satisfied. If I had lower expectations and they were exceeded then I'd be highly satisfied.