Dreams - Gloucester

Viewing and ordering was excellent. However we ordered a mattress and two pillows. Our delivery arrived and there were no pillows. We called, and were told to come in. I left work early, rush to the store to be told they can't help as the manager is off. So I asked, why didn't you tell us that on the phone earlier, to which the reply was oh. I asked them to call the manager and they did. The manager said I'm not calling you a liar but our stock shows the correct number of pillows. So he was calling me a liar. After a stand off and after it was implied I was a liar and thief, I was given two pillows and asked to sign a form to confirm I had received them. Having spent £2400 on a mattress where the sales manager failed to give me the pillows, I do no expect to be indirectly called a liar by being repeatedly told that the stock system shows the correct number of pillows. It's unacceptable yet despite asking his team to ensure the security cameras are checked I have received no apology.

I WAS SATISFIED

A memory foam mattress that I previously seen in the shop 2 weeks before I purshased this item. I knew what I was looking for, however there wasn’t a double mattress available on the shop floor just to pick up and take away. I asked Jason from the Gloucester store if he could look out the back for one. However there store cupboard was visible to customers, he decided to chuck all the mattresses around at speed, felt pressured into purchase. While he was trying to find the mattress he asked me to pay for the mattress when he wasn’t there (paying buy card). When he came back he showed me just the top of the mattress. My dad took it out to the car while I was finishing my payment. When Jason came back to finally assist me with payment he said “ did you not print a receipt out for yourself” which I find this is disgusting service. In the mean time my dad reached the door of the shop to put it into the car and came back as he noticed the memory foam had been slashed open we showed Jason and he dident appologize at all and decided to go back into the cupboard and chuck the mattresses around again.

Completely satisfied with the levels of service from Jay and the product knowledge he possessed. We found it invaluable when making such an important decision.

Additional options were not discussed, I asked if I could have free delivery as I was buying bed and mattress that were both full price. No. Advisor only spoke to take details of purchase and my name and address of delivery, I felt he spent very little time explaining features and benefits of products to us, no sales talk.