Dreams - Leeds Crown Point

Variety of item low although do understand online purchase effect this

We said our budget was £300, the manager showed us a mattress at £599, but then offered 40% discount on mattress, and would "throw in" some pillows. This seemed like a great deal, so my dad who was paying agreed to this. At the till, the total price was £470 - clearly not 40% off with free (usual definition of "thrown in") pillows. Then she said we could only get the discount if we paid for the pillows, if she took the pillows off, the discount would be lower, and probably work out the same. My dad managed to haggle the price down to £417.50 On the receipt, it shows a 50% discount on the mattress, and 0% on the pillows (Priced at £60 each). This wasn't the experience we were expecting, and was very disappointing.

Arrived 30 mins before store closed. Entrance areas covered in leaves blown into store - Bensons next door not the same. Staff member reluctant to help identify products in price range I was looking for and basically told me to look myself. Pricing good and service from gent who took my order was good.

I wasn't told about a removal charge for my current bed. I had to ring up later that week to get this added on at an extra £40. When my bed came for delivery, I was told that they could not take it away as I hadn't paid for it to be dismantled. I was told about this extra charge either. Luckily I was able to persuade a very kind delivery man to do it for me as I had no tools. Why wouldn't you tell customers about all of this important information? Do they expect you to know all these charges yourself when you buy a bed for the first time? I spent nearly £1000 on this bed and I expected no issues along the way. Unfortunately this wasn't the case

I was not advised that there was no option to cancel although it was not my intention to do so. When I tried to cancel the order within 1 hour it was not possible. Had to speak to your customer services but after a long time holding on my mobile in the car. Was called today by Emily who offered a partial refund but company terms would take £39. I find this very unusual as most companies will give at least 24 hours cooling off and I called within 1 hour. The lady in the shop did not advise me of the terms for cancellation and actually covered the Terms with the sales agreement leaving me only the space at the bottom to sign. In retrospect I see this as deliberate and misleading. Emily from Customer Services was pleasant but could not refund the full amount. I therefore would not use your company again and would warn friends against you because of this policy

The experience on the day was ok, it was only afterwards that the problem became apparent. We paid for our current mattress to be collected and ethically recycled (£39) but when looking at the receipt and email confirmation afterwards and it said 'green bag' I wondered if it was a literal or a conceptual term for the collection. Apparently not conceptual , when I called I was told we should have been given a bag for cross-contamination purposes. They said they'd send one, they never did.

The problem came when I wished to change to a split delivery. First problem- the excellent shop workers could not simply arrange this. Secondly problem-I had to phone ‘customer service’ (long wait and screeching music). Then I discovered that The System made this simple change hugely difficult. I was repeatedly told The System could not simply give me two different dates so that I could organise my busy life around two days when I would need to home at least part of the day. It felt to me that my needs were disposable whereas the convenience of Dreams’ System was paramount.

The store assistant told us that although there were no current discounts on the bed and mattress we were purchasing that if at any point between placing the order and getting it delivered it was reduced we could call customer services and get this amount refunded off the order. Passing the store on Tuesday I noticed that all bed frames had 20% off when purchased with a mattress. The guy in store said I just needed to order details and to call customer services as they couldn't do the discounts. I came home, found the paperwork and called customer services the following day as the lines had already closed on Tuesday. I was then told by customer services that this discount was no longer possible as the offer had ended on Tuesday. Nobody at any point advised us that the call had to be made by close on Tuesday to get the discount. Both times we were just told to call customer services with the order details and they would sort the refund. So much for a price promise before the item arrives! We do not take delivery until the 5th August. We won't be taken in by these false assurances in future.

I was very satisfied with my visit and the store manager at Crown Point Leeds (Jude) was very helpful, professional, she listened to my request and suggested the best mattress for my needs. Jude gave me as much time as I needed to try out the different mattresses before I made my final choice

My order (no: 292A010896) was scheduled for delivery on Friday 5th May 2017. At 12:11 on Saturday 22 April I received a call from Dreams to say there were some earlier delivery dates available. I chose today (26th April). The lady from Dreams confirmed this and told me I would receive a call or text on the morning of the 26th, advising of a 2 hour delivery time slot. In preparation, I have dismantled my current bed and packed up the mattress for removal. By 15:00 today I still had not received a call regarding my time slot. I have just called your customer services and they have informed me that the delivery date has not been changed on your system. Because I could not remember the name of the person who contacted me (and why should I remember?) I was practically accused of lying by the the lady I spoke to, and from that point on she seemed completely dismissive of anything I said. I was also informed that there are now no deliveries available until 4th May, and that there is no-one of any authority to speak to about this. Please contact me ASAP on 07789 645871