Dreams - Bury St Edmunds

Just very good service

Pillow spring broke after one use. However the store assistant Emma was excellent and sorted it out straight away.

Was not informed the Rolled Memeory foam matress i purchased may take upto a week to get to shape. Was informed this when returned to the store the next day. Matress has a very string scent to it, had i have known this I may have not purchased it.

Whilst service was acceptable the general appearance of the store could be improved.

The lady had very little understanding of the computer system and nearly resulted in the incorrect loan, even though I questioned it twice. Lucky a colleague spotted the problem before she was able to continue and he problem was resolved.

We were confused as to the information the assistant gave us - he said we could have any of 4 different mattresses with a base but didn't explain they were all different prices and when we got to pay it was £500 rather than &300

Product was unavailable the another product was wrongly priced shop assistant had no idea of the price of the mattress

Order originally placed online on 1st September. No order confirmation email from Dreams. Delivery date 8th September shown on website. Spoke to very unhelpful customer services to try and find out no confirmation received, didn’t get anywhere. Visited local store and manager placed a new order, he was great as were all of the staff in the store. Originally we ordered a smart tv but that was no longer in stock so agreed to take non Smart tv option and save £200. Delivery set for 28th September. As the original finance was setup for a smart tv bed the balance would be paid at the end of the term. Have called customer services today to see if we can add two bedside cabinets with our order to be told we are now getting the smart tv option. I asked for it to be changed back to a non smart tv and add on bedside cabinets to the order (thus using available credit), (both bed and cabinets show availability for delivery 28th September, same as our agreed delivery date. Have been told the order cannot be amended without delaying order until 10th October. Store is now trying to resolve for me. For a £3500 order the service I have received via website and cs’s is shocking

We had already been in this store and B for Beds next door with a 3 year old running around and getting bored so we where quite tired and wanting to get the job done of buying a new matress. Ideally we wanted one of your staff to ease this task with some straight forward questions to understand the type of bed we would need as their are so many options. Instead he insisted on having a joke, which is not normally a bad thing but we did say we just wanted some good advise so we could get out of there. He didn't ask any relevant questions so we ended just picking one in front of us. It then took ages to complete the deal on computer. It then seemed to take ages for him to try and convince us to buy mattress protection insurance. We have now had the bed for over a week and have never had so much back discomfort so its looking like we may have to exchange which is a real inconvenience and more time spent trying to get this right. I Hope when we go back we get more advice.

Salesperson wasn't interested and actually walked away from me to see to a new customer when i was undecided on a tempur mattress or aother type of memory foam mattress.