Dreams - Clapham

Service was very average and fake. Didn't really listen to my requirements and was clearly thrown and confused by a knowlegable customer who knew what they were after. Came in knowing exactly what I wanted got shown multiple incorrect beds that didn't match my spec but were a poor attempt at up selling before miss quoting the price by 25% and availibility. Whole process took nearlly 30 mins for what is a very basic purchasing exchange. Then product isn't in stock and 3 week delivery time with a charge if you miss it. This was my only free weekend for 2 months and i work in the week so am now gambling that a neighbour will be in.

It's impossible to know if I'm satisfied or not when I haven't got the bed yet. There is also a delivery charge for the bed which after spending the amount I did is quite an affront. Ditto on having to pay extra for bed disposal.

After placing my order and agreeing a delivery date, I was informed a day before the delivery that my item was unavailable for delivery on the date chosen. I was deeply disappointed as I had taken the day off to receive the order. I feel once my order was placed my item should have been reserved, as it was available prior to placing the order.

The delivered bed had dirt marks in a number of places which did not come off. There was no guidance on assembly and this was very difficult to assemble (no online guidance either). The parts did not fit particularly well once figured out either.

The staff available was highly unhelpful and no knowledge of products at all they need to be retrained and at least have basic knowledge of products they are selling

On looking your website you seem to have very cleverly disguised a lot of hidden costs. The free delivery is on the same section as construction, however you fail to mention that construction is an extra £50 and if we need the delivery time narrowed to a (very broad) 6 hour window you charge an extra £24. These hidden costs and lack of transparency loses trust in your customers. Please amend and be upfront before we waste our time on the entire process.

You were unable to deliver the item I wanted in time so I had to cancel my order which resulted in my having wasted my afternoon the previous day

I was looking for the cheapest mattress, and the assistant was trying to sell me other more expensive mattresses by saying how springs could be felt on the other mattress. If I know what I want I don't need an assistant telling me how bad a product is when I am buying. It turned out the product was good enough for what I needed.

During my mattress purchase, I also bought a silent dream duvet 13.5 Tog. I went home unpacked it and there was a big rip in the stitching and some of the inside stuffing was out. I had to travel quite a distance from my home back to store. The staff replaced it for another duvet from same brand. Went home unpacked and again a big rip in the stitch! Unbelievable, I had to travel again back to the store this time for a full refund. To add more annoyance, your system took ages and kept crashing trying to give me my money back which eventually happened. All this distress and back and forth travelling and on a sunday! I hope my matress ordered doesn’t turn out poor quality like the duvet. Would never recommend anyone to Dreams after this and will be telling people about this poor service and products your selling to customers.

As stated before additional charges for delivery and protection were not clearly stated or informed just saw them on the invoice and had to question about them. How many other customers have find themselves into this situation. I asked for a refund for both the delivery charges (which I received) and protection charge (which I will not receive until I return the mattress protector. This I will do tomorrow, 21.11.2017). Bought the mattress for £769.00 and Dreams is worry about their mattress protector of £34.99 - this is such a joke.