Dreams - Chingford

Lack of staff and support from staff. Had to go and request assistance and felt a bit rushed when placing an order.

We were very excited to buy our first bed as a couple moving into our first place but when we arrived in store no one spoke with us despite no customers. We had to track someone down which is fine but it felt like he didn't want to speak with us due to his demeanor. When it came to filling out paperwork he would mumble a lot of information and phrase things in a confusing way. When I asked him to repeat information he would become flustered or agitated over having to do so. When filling out information he couldn't remember more than one letter or number at a time which took up loads of time to fill out the application. So I had to really spell everything out for him. Overall just a nervous, anxious attitude in terms of customer service.

My mum is disabled and the only way into the shop were down stairs! No ramp available! There was no lift to take us up to the first floor in the store although the sales assistant said the main show room was on the ground floor even though there were a lot more beds upstairs.

We did our research prior to the visit. We simply walked in and placed the order. Anyone could have dealt with us because we were 100% confident in the product we want. Assistant Manager - Ashley was helpful and knew his product. Confident he has been there for a while. We were greeted immediately. However, we were the only customer on the ground floor. What I was disappointed in - He offered us something to drink after the payment was taken and we were ready to leave. I politely declined but did inform him, he should have offered us the drink before. He gave a card ‘Pillow Talk’ and mentioned, please write down on the survey that I offered you a drink. This is not the way. I am a senior manager in a car retail, and I would not be happy if some one offered our customers some sort of beverage when they are about to leave or after they have made the payment.

We were satisfied with the visit. Not great dis able access at this particular store or for pushchairs.

salesperson confused between billing and delivery address

Selected a bed frame - brown faux leather. When ordering was presented with choice between black or brown - chose black. Only when reviewing the order confirmation when at home noticed the black option was a completely different material. Even after pointing to a different black faux leather bed in showroom to confirm similarity at the time, nothing was said by the salesman; obviously indicating only the colour would be different. Also, he stated he was 'throwing in' free pillows which ended up being paid for. There's a difference between a sale and deception.

Price of item displayed in store was £56 once we went to the checkout it came up as £90 and it was not rectified, the item was sold to us for £90. I see it as unexceptable to display one price and sell at another.

'' The assistant was really unhappy to be in the store; you can see this clearly from the way he was behaving. He didn't say any bad word, but my his tone and the way he was talking was very rude. I know the customer is asking them the same questions over and over and they probably get frustrated, but most of the information was new to me. If I ask him a question twice he was getting vulgar about it and replied me as ''I explained to you already''. I always buy my bed and bed frame from Dreams because of good quality, but I will not back again. I purchased the item I want today, but I feel really awful by your sales representer. I wish nobody helped me in your store.

'' The assistant was really unhappy to be in the store; you can see this clearly from the way he was behaving. He didn't say any bad word, but my his tone and the way he was talking was very rude. I know the customer is asking them the same questions over and over and they probably get frustrated, but most of the information was new to me. If I ask him a question twice he was getting vulgar about it and replied me as ''I explained to you already''. I always buy my bed and bed frame from Dreams because of good quality, but I will not back again. I purchased the item I want today, but I feel really awful by your sales representer. I wish nobody helped me in your store.