Dreams - Abbotsinch

20 percent discount suddenly unavailable when ordering product .Salesman and manager seemed unable to sort this online despite oral quote being given and agreed. Made experience awkward and feel disappointed in service as bed is a big purchase. We were told transaction could not go ahead at sale price so we left the store. Assistant ran after us through car park to say manager could now put order through. Obviously not wanting to lose business. Hope we made right decision returning and ordering bed as not exactly confidence inspiring or efficient.

Overall we were not satisfied for many reasons, we were charged twice for delivery, we had to travel to the store 4 times to resolve a problem, we were offered no compensation for any issues, customer service in the store was awful.

At time of visit, explained we wanted a divan and a mattress. After purchasing, we went home and reviewed the emailed order. We then realised it was for a mattress only. We called the store and spoke to David (who was our in store sales contact). He assured us it wasn't a problem and that could be added to our order. He took the details (including colour preference) and said he would process the additional order. We had no further contact from Dreams to confirm order was placed and had to call the store numerous times to check. On each occasion we were told thing like 'oh I can't access the system just now' or 'the person that deals with that isn't in today'. We called on the thursday prior to our delivery date and were told everything was ok, we would get delivery on the following monday. The very next day, Mark from your office called to tell me there was a problem and the divan couldn't be deliverd on monday. At this stage Mark explained that silver divans have to be specially ordered - only beige could be delivered from stock. I then had no option but to change the order, as I had arranged time off from work for the delivery. Poor advice, poor after sales, not good experience.

To be honest, I think the website was wrong. It said the shop was open until 6 on Thursday, but I think it was due to close at 5. Therefore we were horribly rushed, we were hardly left alone to discuss what we really thought. My husband was shown the high-priced Tempur bed and as he didn't express dissatisfaction in a couple of minutes, although I was concerned about the price, and reviews I'd read about overheating (I had said more than once that my second main concern was overheating in bed) and the bed not necessarily being good for back problems, as soon as my husband indicated an interest, the salesman seemed determined that was the one we were having and pushed us towards the sale. In addition, the computer link for our order wasn't working, and he said he would email us the invoice, which I said was OK, then we found charges he hadn't mentioned for delivery and for removing our old bed. Sneaky. For a purchase of that value, I'd have expected a lot more time to consider the options.

Poster in store claimed 20% off on all bed bases if purchased on the day. I noticed later that I had been given 10%. Contacted customer service next day who told me discount only referred to 'bedsteads', ie bases with wooden slats whereas I bought a divan. I later checked a dictionary which stated that a bedstead was a bed base which supported the mattress and springs. Looks like you are playing semantics with words to confuse customers and I don't like being made a fool of. Won't be shopping with you again.

we were very happy

we were very happy

we were very happy

we were very happy

I was highly satisfied with everything.