Dreams - High Wycombe

I've recently bought a double bed for my son and have been satisfied with product but am sure guarantee was longer than the current one I have just purchased. You come into shop and staff are a bit like buzzards waiting around the door. We were shown around and interest was brief. When we went upstairs a new salesman has to be approached but he wasn't too interested because we'd already had dealings with another so then spent sometime finding the salesman who'd first served us. You feel very much in commission land not decent customer service land and it's blatant. He lost interest when he knew that we were going home to measure up. When we came back about an hour later it was fascinating to see the result. It's all a bit cringe making. There was an extra 20% discount Boxing Day and I asked if the forces discount card was stiill eligible but I was told no. One discount or another applied. The bed was expensive. The frame is only guaranteed for a year which concerns me. Delivery and installation is on Friday so I can't comment on final product yet but impressed with turnaround. The internal sales policy just makes you feel like a timed commission piece!

You can not collect the item you buy on Sunday instore. You can not select a specific delivery time on a certain day. You can not even specify if you want AM or PM

on entering the store i was told that the beds that we were looking for were in stock and available for collection today. Its fairly obvious where the local distribuition centre is (next door building). Once we'd finalised the order i was told they weren't in stock and id have ot £40 for delivery. The date was selected (2 weeks time - thent obe told that the System had already taken that delivery slot and so we'd have to move to another delivery date. In the end delivery was discounted to £30 but only after i'd suggested to the sales assistant that we should come to an arrangement about the costs. Expectation management was poor and i left the store disappointed. In future dont tell me something is in stock available for collection that day when it is clearly not. And then to compound it dont charge me for delivery. The store manager overheard my conversation with the sales assisitant and said nothing - je wouldnt even make eye contact with me. Enough said.

Survey too long Also not enough signage in store or products benefits or explaining. Difficult to shop

The service provided by Shiraz (ref: validation code 001) was very good. However, the problems I experienced when trying to obtain a refund a couple days later for a pair of Tempur pillows purchased at the time were quite astonishing. I have previously purchased from Dreams, but the appalling service I received from 2 members of staff (including a sales manager) beggared belief, & are likely to make me shop elsewhere in future.

I was incorrectly charged for a Super King size rather than a King size mattress - an error of £200. I only picked this up afterwards and by accident when checking the price promise. I rang the store and the salesperson was dismissive, the store manager indifferent who passed me to customer service (waited 15 mins) but ultimately had a refund. At no time did I receive an apology.

The assistant stopped doing the paperwork for my order after he said he wouldn't be a minute so that he could serve another customer. What does one say to that in front of another customer. Utterly outrageous. In the past month I have spent about £3900 with your company and this is how important customers clearly are to your staff. With the previous order I was told an item would be sent to me in the post. When the bed arrived and the item hadn't arrived I was told that it should've been given to me from stock. No one from the store could bring it to me I was told as they couldn't leave the store but the lovely lady from customer service said she'd bring it up to me in her break. I couldn't have her do that in her break so I drove across Wycombe to collect it only to find three members of staff in the shop chatting - of course so busy.

To quote: 'I will explain this simply so the wife doesn't get confused and then gets angry' - Shiraz, oh and yes 'the wife' was with me! If we hadn't had 4 days of moving house and needing to order a mattress as soon as possible we would have definitely walked away. I do think Shiraz was just trying to be friendly but it is really inappropriate, between us we have told several friends and colleagues who have been shocked, his humour is outdated and I am surprised the management and the local Bedquarters don't have a handle on this.

After spending a lot of time viewing and trying matresses and finally choosing the one that I wanted and could afford I was informed that it would cost me another £68 for delivery and removal of my old matress. This was not mentioned anywhere on the posters in the showroom. I am on a minimum wage and that amount if money is not spare. I don't understand why the costs are for both journeys when the matress delivered and taken away by the same people!!!!! Very dissatisfied with advertising ....

We were expecting some sort of recognition of our dissatisfaction with the lack of understanding of the last purchase from you which, after only 6 years use, has forced us into this new purchase. The only answer we could get from the sales person was that the problem was wear and tear.