Dreams - Fulham

A little more time to ourselves would have been appreciated. The frame we wanted showed as available online but it was actually not available to be delivered for another month.

I felt it was a bit rushed

No clear system to labels on mattresses. some of the mattresses looked a bit dirty. General tacky feel to the look of the store

I was very satisfied with the service and helpfulness provided by the staff. The only thing that made me score satisfied was that it took quite a long time to pay.

Had to pay £39 for a green plastic bag for the "FREE" disposal of my old mattress, also an extra £39 for delivery.

Friendly salesman Not too salesy and stuck to the facts which I liked

I was a little disappointed that delivery would take a month. I also wanted to pay by cheque, but was told that the cheque would have to clear before a delivery date could be set. As delivery was a whole month away, the cheque would be well cleared by the delivery date of 15th February. I thought that was rather poor. I was forced to pay by debit card, otherwise delivery would have taken even longer.

It was a good experience. The person who served me could have improved his service in two ways. First, by dealing with the order/payment more quickly (it was clear I did not have a lot of time to spare, and there was rather a lot of dithering about). Secondly, and more importantly, when asked about rival brands/shops (as I did), the person would have been more convincing if he had objectively appraised their strengths and weaknesses, rather than simply dismissing them as "rubbish". It was not very convincing to be told this, in the absence of any analysis as to the reasons why. I am sure that Dreams are the best, but it is never very convincing or attractive to simply dismiss rival brands in this way, nor was it helpful to me as the customer to be told this.

The bed we wanted to look at was not in the shop but apart from that it couldn't have been better.

I was satisfied and not highly satisfied because during the placing of the order we realised that there was very little room for negotiation. We bought a bed, a mattress and pillows spending more than 1600 pounds and to get a discount it was really hard. Arvind was the person taking care of us and he did a great job, but at the moment of the negotiation he came up with the excuse that the “system” does not allow him to give discounts. I guess customers do want to be treated nicely especially when buying three items. The pillows could have been given to us for free I guess or with good discount (something like 50-70 % off).