Dreams - Tunbridge Wells

Big splash made of 50% off - but nothing I looked at had any discount whatsoever

We were not approached and had to get a sales Advisors attention.

Took sometime before anyone came to assist us even though we hold been told someone would come when they were off the phone. It took some arm waving to attract their attention when they were off the phone.

There were a lot of customers in the store at the time of visiting. We ended up returning three times to the store and only on the third time of visiting in the day, were we finally able to purchase what we wanted. Staff were good just a lack of them!

Having seen our desired mattress on the Dreams website with an option for 'Free Delivery' we we thought the sales assistant in the store was joking when he said there would be a £39 delivery charge. We were spending £1700 on a mattress and found this charge offensive. The sales assistant told us this was actually not just a delivery charge but an 'insurance' charge in case anything was broken in our house during delivery. We felt we were being lied to, especially as the Dreams website offered free delivery to the door (no mention of insurance charges). We wondered why the same free delivery could not be offered by the store. We left the store.

We were searching for a child's bed and the range on offer was not as wide as when we have previously visited. I think they had cleared space as there appeared to be a new carpet in the store and the upstairs of the shore was quite empty.

We need to carry out this survey after we receive the goods to be truly honest about some of the questions

I was in the store for about an hour and a half working out what I wanted and no-one came and asked if I needed help. They were busy but not that busy and there were times when they were sat around chatting. I was rather disappointed that I was not given the chance of help. I cannot remember if I found Glenn and asked for help or if he came up to see if I needed help. But he was very good once I was with him although I had decided what I wanted by then

My only disappointment was that I was not informed at the time of ordering two beds and a headboard that my sons bed was not going to be delivered as requested at the same time as the rest of my order

Highly Satisfied implies total excellence. Is any organisation capable of that? On a more specific level, Dreams stores have a daunting feel where you expect a member of staff to pounce (although that in fact did not happen).