Dreams - Crawley

The delivery address is different from my current address, I am sure that is not unusual. Your extremely burocratic and rigid system in these cases is ridiculous. I had to present a proof of address of a place I had not moved in yet. I was asked to come back to the shop at any time with a proof of address... I did it, and ended up with a new delivery date, later than expected. I was incorrectly informed by the shop staff across the whole process.

Organised date for delivery and advised by SMS that it would be delivered on Friday 22.6.2018 between 10-12pm. Stayed at home and waited but no sign of delivery men. Tried to call several times to confirm that I would be home but went to voicemail. No sign of delivery at 1.15pm. Called Crawley store to ask what had happened - no apologies from man there but was advised that delivery drivers had been to my home and 'knocked on the door several times'. I advised that this could not be right as I was at home, listening out for the truck...I live next to the road in a small house so no way could I not hear them. Man at the store said he could 'prove that they had been there'. Astounded by this response - shouldn't he have said 'sorry there is a misunderstanding', or perhaps acknowledged that they had obviously gone to the wrong house. I then asked for a refund and was told 'you'll need to call head office'. What! At this point you would expect that he would be apologetic and tried a bit harder to pacify and convince me not to cancel. Unbelievable attitude. Clearly not been on any training courses to deal with customers. There is no way I am paying £38 due to a missed delivery...

I was very satisfied with Nicholas and all other personnel.

??? Did not experience anything, very satisfied.

My wife and I visited Dreams to purchase a mattress at 16:00 on 12/10/16. After about half an hour we had selected a mattress and proceeded to place an order and pay for it at which point we were told delivery wouldn't be until mid-November. Upon returning home my wife and decided that the delivery date was unacceptable so decided that the following day we would cancel the order. My wife returned to the same Dreams store the next day (13/10/16) at 09:30 to cancel the order when she was informed that wouldn't be possible. It states this in the small print on the T&C's but wasn't mentioned by the salesman when we placed the order. My wife called Dreams customer service where they reluctantly allowed the order to be cancelled for a £50 admin charge. So in the space of 17 hours we were charged a £50 admin fee to cancel an order on a mattress that couldn't be delivered for a month, I question how much 'admin' had been carried out in those 17 hours to warrant a £50 charge as the salesman processed the order in about 5 minutes. How many companies in this day and age don't have a cooling off period when making a significant purchase (our order came to around £750)? Very poor.

N/A I WAS VERY SATISFIED - I don't understand why this statement section states otherwise.

I did not experience a problem I have gone back through the questionnaire and checked I have not said I had a problem but I keep coming back to this page telling me I have had a problem?????