Dreams - Wellingborough

I was told by your staff that I would receive my paperwork for the bed that I purchased by email by the time I would be back home that was three days ago and still no sign of it in fact the only thing that you have sent me is this satisfaction survey. Not very good is it!!

Upon entering the store a woman started hassling me I told her on several occasions I wanted to be left alone to have a look around, but I was totally ignored and she kept trying to sell my practically everything, from mattress covers to mattress insurance. In fact she pressured me to the point that I nearly walked out!! She made it very difficult for me to concentrate on What I actually wanted, I did eventually choose what I wanted but certainly no thanks to the annoying woman

When I first went in the store I asked about removing my old mattress I was told you could .I put in my order and then asked again about taking my old mattress. I was told that as the order had gone through and your staff forgot to do this I was told I had to ring customer service myself when I got home .I could not see why your staff could not do this .l have now sorted out another way of removal of my old mattress. I don't think I will use your shop again as I expect everything to be done at the shop and not for me to ring when I get home

Was not given an option regards delivery, was just told we had to have if and there was a charge. After looking on the web site I found it was free delivery on our item

Paid for delivery date then told can’t deliver then rang customer service who at 1220 pm on 23rd April were not available as per message them cut iff

I was very satisfied with the service and the way the staff looked after us

We went to find a bedframe and was immediately seen to by a sales assistant who continued to follow us around the store as though I was about to run off with a mattress despite me telling her I would come and see her when we were finished looking. She insisted we lay on every mattress (I had no intention of buying a mattress so this was just a waste of my time) and when she spotted we were interested in this bed, she pointed out the large label on that particular bed saying "extra 20% off listed price today only". After a while we said we would come back later (since I really didn't want to buy something off someone who was pestering me the whole time). She said "make sure you come back before 6, I would hate for you to miss out on the extra 20% off". After going to other bed stores, we decided this was still our favourite, so my partner went back to purchase the bed. He was served by a different sales assistant who took the order and payment. when he returned home I noticed we had not been given the 20% off and the total cost was £308.95. After he called the store, he was told that this is because this particular bed is under £300 (£299 to be exact).

Had to return original purchase and exchange for a softer mattress which I thought was okay due to you advertising 30night comfort guaranteed. Shop assistant verging on volatile when we asked to exchange mattress (not return) we just wanted a softer mattress. Became irritable and walked off! I tried to be placative and say 'it's a lovely mattress but it's not for is'. He took it extremely personally. That evening I rang head office and they couldn't have cared less!

The problem was not at store level but with the delivery and incorrect information given to me. My delivery did not arrive on time and I had to spend all afternoon on the phone either chasing for information or on hold whilst looking after two young children. No one from Dreams contacted me to let me know what was happening. The store colleagues said they couldn't do anything to help me and told me I could get a refund of the delivery charge which customer services told me was not correct. All that needed to happen was for the depot to call me and let me know that the delivery lorry had broken down and give me an updated eta and that the store and customer service colleagues are up to date and clear on company policy.