Dreams - New Bromley

Was assisted by a trainee who was very helpful. She passed us on to a sales person who was waiting for a vacant computer. We were happy to wait and were offered refreshments. Once a computer was free before the sales person (A) could continue she was informed by another sales woman (B)that we were her customers. This felt embarrassing for us and for the other sales person (A). It is true that sales woman B had indicated to us to take a seat etc whilst she was serving someone else, there was no intimation that we were her customers. We felt embarrassed and sorry for Sales person A.

Not all products seen on line can be tried in store. There is always room for improvement although I have no specific complaints

We were unsure whether to order the beds as we thought that a 50% sale might be coming as they was already a sign behind the current 20% off but obviously the sales assistant could not comment but just 4 days later we have noticed they have gone on sale again and have therefore lost £100 on our order!

I wanted to try the Emotion and Desire Gel mattresses to compare them for the different prices but went to both the Dartford and the Orpington stores and neither had the Desire mattress so I had to go all the way to Bromley to try the Desire mattress. It was an inconvenience.

We feel the charge for delivery and disposal of old mattress should be included in the purchase price and deducted if not required. It is not acceptable to be charged for delivery and the pleasure of purchasing from your company, however, the disposable charge is understandable.

I rated the cleanliness of the store as 'dissatisfied' as there was a lot of packaging etc strewn around as they were changing the store ready for sales. Staff did apologise for this but I feel this should be done out of customer hours as we had to step over packaging to get to look at some of the beds. I was very dissatisfied with the time taken to place the order - there was a slight issue with one of my details, which I understand is not Dreams fault, but even without the 'hitch' it would have taken over 30 minutes to place the order.

There was not a single staff member on the ground floor of the dreams store. I had to search for someone on the first floor - I commented that the store could have been robbed and no one would have known! The girl I dealt with was lovely but explained that the lift had been out of order for months so disabled Customers had to come to the entrance and be served from there - I was slightly horrified! Dreams surely can afford to ensure the disabled access works. The girl was overly helpful but forgot to give me the bag for mattress collection so I imagine I will have to return to the store.

I found some of the pricing confusing

I find the delivery charge of £39 to deliver a bed into a bedroom is excessive, as is £39 to remove an old bed. If I hadn't had a discount on the 2 beds I was purchasing, I would have objected to these charges. The assistant was new to the role and had to keep asking for help - not his fault as everyone has to start somewhere. It didn't lead to a very slick service.

The only reason why I wasn't highly satisfies was due to some problems in the delivery. Nevertheless, my overall feedback from the visit and the product is good.