Dreams - Salisbury

The particular staff personnel at dreams led us to believe that they would remove our old bed and dispose of it free of charge, build our new bed free of charge, give us a matress protector free of charge etc etc, our bed and mattress should have cost £2100.with all of the extras that he didn't tell us until the bill was due worked out to be just under £2700,he was very miss leading and I feel very insulted to think that he could take an extra £600 off of me without thinking I would ask why it was that much more, very unprofessional, very miss leading and totally out of order to be Frank

The particular staff personnel at dreams led us to believe that they would remove our old bed and dispose of it free of charge, build our new bed free of charge, give us a matress protector free of charge etc etc, our bed and mattress should have cost £2100.with all of the extras that he didn't tell us until the bill was due worked out to be just under £2700,he was very miss leading and I feel very insulted to think that he could take an extra £600 off of me without thinking I would ask why it was that much more, very unprofessional, very miss leading and totally out of order to be Frank

The particular staff personnel at dreams led us to believe that they would remove our old bed and dispose of it free of charge, build our new bed free of charge, give us a matress protector free of charge etc etc, our bed and mattress should have cost £2100.with all of the extras that he didn't tell us until the bill was due worked out to be just under £2700,he was very miss leading and I feel very insulted to think that he could take an extra £600 off of me without thinking I would ask why it was that much more, very unprofessional, very miss leading and totally out of order to be Frank

This is an attempt to complete my original response, having left your store, very happy with the whole experience,and slightly amazed that it had gone so easily. Thanks. T.Crawley

I am not convinced that I was offered the best price for the product. I have a suspicion that the price was reduced after I had placed my order. Perhaps you might comment on this.

it was only after i examined the T&Cs that i learned that i was unable to cancel my order before delivery. Once ordered I had no option to cancel. I found this to be a sub standard customer option. I was also surprised and disappointed to learn that it would take 7 working days to refund any money to me. This is ridiculous. Only yesterday the British Heart Foundation were able to refund me on the same day. Your customer focus is lacking. Your prices are competitive, but customer service is what wins repeat custom and recommendations.

Prices high compared to on line sites only benefit is able to try mattresses out. Was hoping that the store could offer knowledge and would give advice on what may help. We knew what mattress we didn't want but being that much older with back problems was hoping for advice on the different benefit of mattresses. I know we can try for a few weeks but with the cost paid I'd have expected more help.

Having come to store to purchase a new mattress and not knowing much about them we were hoping for help from the staff. Wandered around the store a little and stopped near the Blenheim when a member of staff came to us. We mentioned a few things and he discussed these mattresses but seemed more concerned with his mobile telephone than helping us. We decided upon the mattress, not knowing what the cost of it was. We were not keen on paying this and this was discussed in front of him but at no point were we given the option of being shown others in store which might be more suitable. With much trepidation we purchased the mattress. After leaving the store we were still unsure on our purchase so researched online, were were able to find one very similar but £500 cheaper! We decided to cancel our order but when we called customer service we were advised that as we had signed an agreement we were unable to do this, we could only only choose a different one in store, this was not explained to us. There are no others in store which we would like to exchange with. Therefore it seems that we have purchased a mattress and not particularly happy or content with.

That I asked for the old mattress to be collected only to find that not only do I pay £39.99 for this service but £39.99 for the delivery as well when both are happening at exactly the same time. There is no logic to this additional charge and, I feel that that dreams are profiteering from this service. When I mentioned this to the assistant he said that I was not the first to complain about this. If I had known I had to pay for a delivery as well as a collection I will have taken my services elsewhere.

Whilst it was a Bank Holiday thee was a queue to order items. The earliest delivery date was three weeks later.