Dreams - Farnborough

Having settled on a mattress to buy, we learned the availabilty was unknown. This was explained to us, though, and as we were prepared to wait for delivery so we paid. We then went home and, prompted by the email confirmation, looked at the Dreams site. Here we learned that on-line orders can be delivered for free, (but only to the front door). We would have been happy with this, but have already paid £39 for delivery! Next time we'll look at the website before ordering; it is annoying to have paid extra when we did not need to, and we wonder why this option is not available or explained in store! ref 283A009234

Heating upstairs was very hot. Need to have more flexibility on lead time as the new property is a new build so very reliant on their completion, if they fail to deliver then we do not want to have to go to the bottom on the queue

We were in the process of buying a mattress, our sales person (who was new) was being hassled to get off his computer by an older colleague, she was incredibly rude. As part of the sale we wanted to take advantage of buy now pay later, the guy serving us had to ask a colleague to help him. At that point the older colleague made him print our order out and kicked him off his computer and made us get up and move so she could serve someone else, to say we were annoyed is an understatement. We then had to wait 20 mins to be served again. I can very close to walking out, treating customers like that is appalling

We wished to exchange our matress within the trial period but the matress we wished to replace it with was an ex display one. We were told this was not possible and instead we had to buy it separately. This means we have now spent nearly 2000 pounds at Dreams on mattresses in total and are still left with a matress we find uncomfortable!

Terrible customer service provided by Sean at your Farnborough branch, he was extremely opinionated in a negative manner to several points during our visit and was more concerned in bad mouthing a competitor store (where we had just purchased our mattress from) than focusing on our transaction. I appreciate sales requires competition but his open slating of the other company was so distasteful I was forced to confront him on his behaviour. We had already seen the frame we liked online but just wanted to see it first hand therefore there was no sale required from Sean, it was simply a payment. He appeared put out that we didn’t purchase the mattress from him, but in all honesty we had been to dreams half an hour before and our interaction with him then had been awful, he did not ask about our budget, requirements or offer to use the mattress machine ......bensons had provided us with a premium service when visiting their store and secured the sale!

My husband and I went into the Farnborough store & was met by Jason the store manager & he helped us choose the base, headboard & mattress & we took out the insurance for both. He gave us the price & we were paying in full ( price was just under £2000) I went back to the store the next day to complete & pay to be told the price was wrong. The manager Nigel who was in the store that day caused a lot of stress & his attitude was smug !!!!! He was rude about his colleague & said I had to pay another £300.00. Which I refused. I said I would go elsewhere & he shrugged & said okay. He then retracted on what he said & told me he could make it that price & I asked him how he could make it the original price when he’d been smug & unhelpful. I paid for the bed, insurance & removal & assembly of the bed. I regret doing that now & wished I’d gone elsewhere, my husband is disabled & in a wheelchair so getting a good bed was important to us. Jason was a pleasure as a salesperson & there were two other members off staff that witnessed the arrogance & smugness of Nigel a manager!!!!!!!

It was highly understaffed, I had already picked out the item I wanted but had to hunt out someone who would allow me to purchase it, he was clearly very harassed and overworked and therefore less than friendly. I appreciate black friday weekend will be busy but make preparations, it wasn't the customer care I was expecting at Dreams.

Sale assistant very poor. Shop was empty but still unable to say hello when we walked in. Sale assistant made lots of mistakes, barley could get her words out. Kept wanting to show me stuff even though I kept saying I'm already buying a headboard online. When seating down going though the order, her collage was sat next to her shoving sweets in her mouth then continued to talk to us with a mouthful of sweets! Very unprofessional! Then the sale assistant made an error and charged us too much money. Really didn't seem to know what she was doing. Then offered us a coffee just as we were about to leave? Liked the product I brought but will not be returning after the experienced we had in the shop.

I was served by assistant "Nigel" who was quickly disinterested when I wasn't going to be spending thousands of pounds in store. This left me at a loss as to the quality of the product I wanted and wondered what the difference in price between the various products was due to. Nigel made several disparaging comments particularly regarding me being on my shopping trip with my mother and pulled a face when I wanted to pay cash. We both walked out the shop and felt that it had been an unpleasant shopping experience despite actually having found and purchased the product that I wanted. His general attitude was poor and I felt as it was approaching home time his mind was more focused on getting home than on the task at hand.

We looked at beds & decided what one we wanted. We called the salesman over & said we want this one, in a double. Apparently the bed doesn't come with the headboard that's an extra £299, I could live with that as if you looked very closely at the sign there in the small print it said this. I could live with the salesman asking if we wanted to pay for our old bed taking away & if we wanted to pay for installation & delivery charge and even pillows. What I can't understand is that after we got home & received confirmation email & he rang to confirm delivery date that when we checked it was the ottoman style as it didn't show on the paperwork he said no that is extra. Funny how he failed to mention this at point of sale even when we said it would be great to store things in. Funny how the paperwork he gave us in the shop is different to the confirmation email. We have since been back down & spoke to a manager who agreed that the salesman sold us a different divan, if we want the ottoman type we have to pay an extra £400. so through no fault of our own we've had to order a different type as we couldn't afford £400 & have spent another £99. The mattress is also £100 more than website