Dreams - Fareham

At point of sale in the shop Farehsm, I inadvertently paid with the wrong debit card. I wished to cancel, a moment later and pay on a different card. I was told I could not do this. No financial arrangement was involved. Less than 48 hours later I wanted to amend the order, which meant cancelling part of it. I tried to do this over the telephone in the morning and was told the Manager would ring me back to arrange this. By the afternoon I drove into the store to sort it out as I had no phone call. The manager said I could amend the order which would mean I had a refund to come. I. I was unable to clearly be told the amount of my refund 2. There was no paperwork and still has not been a week later to show my refund although it is in my account. 3. There is nothing on the order confirmation to say so have paid the full amount due it simply says Total To Pay but this is PAID! 4. Far too much paperwork and time spent printing out endless sheets on the computer. I am still unclear if I have the correct amount of refund which will mean another visit into the shop in Farehsm again. It is the manager who I find difficult to deal with rest of staff extremely helpful.

Just an ordinary shop giving fair support.

As previously stated there was no help at all. I chose the product and found a member of staff who just accepted my choice without discussing the product with me. He did ask if I'd tried it for comfort. Also if I'd tried it with pillows similar to my own which I could have found within the store somewhere. I had not but was not given pillows or told where they were. However the staff were friendly if not professional.

I dont think the lady was new but I got the impression she didnt really know what she was doing. The manager kept having to keep on eye on her making sure she processed the order correctly. She asked us what delivery date we would like and said the 9th or the 18th and I spoke to my partner for when would be best and we were leaning towards the 18th but then decided to go for the 9th. The lady processing our order said too late iv chosen the 18th now (without us actually confirming that is what we wanted) and chose to ignore me and stared blankly at the computer when i asked several times if we can change to the 9th. I got the impression the manager was the only person that knew what she was doing and the other 2 staff just kept looking at her for reassurance. Not great experience but we ordered the bed we wanted at a good price

I felt the lady that helped us and set up the payment plan didn't really know what she was doing as she nearly charged me twice for the delivery until another lady spotted the mistake. I left feeling like I might of paid more than I should off, that may not be the case but that's how I felt when I left the store.

A mistake had been made in selling us double sheets (on 50% offer) when we had just purchased a king size double bed. O.k. mistakes happen so not a big problem. The dissatisfaction was that in trying to make an exchange the people serving could not see how to get the system to give the correct 50% rebate on the extra cost of the king size sheets. At first the system calculated for me to pay an extra amount that I effectively lost all my 50% rebate. It was only after I explained that this was incorrect that they then tried to get the system to recalculate the correct amount. Eventually they found a way but it did mean my simple exchange of goods (following a mistake by Dreams) too a long time. I do not know if your system needs reprogramming to allow for such an event or if there is a need for training to shown staff how it should be done under the existing system.

Dreams online deals are better than instore, hence in future i would buy onine.

We wanted to measure the bed frame of our order - Claire the colleague did this and told us that it was over a metre longer than the product actually was. This put us off the sale but my partner then had to re-measure himself for an accurate measurement. When asking advice on mattress quality and why prices were different we were told it was just the opinion of the shop staff about comfort levels and there were no real differences in the mattresses so may as well go for the cheaper one. She was very friendly but came across very ditzy and lacking knowledge.

We purchased our bed, pillows and insurance on the 20% deposit and pay interest free over 30 months. When the member of staff put our deposit through he took the whole £1,786.99 from our bank account!! We have been told it could take up to five days to have the money paid into our bank account!! We have consequently gone overdrawn on our account! Some form of compensation would be appreciated.

I could pick the mattress up in a van but was told I would have to go to a store in Andover to pick it up as they didn't get delivers to this store. The assistant spoke to her manager and had the mattress delivery arranged free of charge to price match a deal I saw in another place. Happy with how it was resolved.