Dreams - Halifax

3 week wait for product

Additional costs of delivery charges and charges to collect old mattress.

My purchase was made at the Halifax store which had just recently opened. Upon placing the order, staff were unable to print a confirmation from the computer system. Staff were very apologetic and 'phoned an hour later to confirm a copy of the order would be sent my email.

Took a long time to key our order through the system. Seeme ad very long winded system for the sales assistant to use. She was very apologetic

As the store had only opened on the Friday I would have expected them to have the green bags to take the existing mattress away, not having to call customer services myself to arrange. I would have also expected to receive information relating to the bed cover that I took out and also to have been given a receipt. In the toilet there was no hand dryer or paper towels to dry your hands on - had to use toilet paper.

Overall experience was just average, spent £600 on a mattress and was given a hard sell on the mattress collection fees which was dissapointing considering the extra charge was £35, it felt like penny pinching given the amount spent. Dealt with Gary originally who was straight to the point and made good suggestions with mattreses, came in the next day and purchased from a different gentleman.

I made 3 visits to buy a new mattress. The first I was bombarded with information and constantly pestered. At the point of ordering I was told it was £33 to remove my old mattress but neither I nor the store knew the cost for the council to remove the mattress. I had to go home to check. I returned the following day and unlike the day before when there were 3 members of staff there was one. I was ignored for sometime and when I approached the member of staff I was told she was on her own today and it would be 15 minutes. I had to return to the store for a 3rd time when I was not approached and had to go find a member of staff, there were 2 people working that day and neither had a customer with them.

I wanted to place the order online. However it would not accept my payment card although there was no issue with the card. I then had to call the customer service line I’ve got through to Declan one of your assistant colleagues. Declan was very very helpful and assisted me in putting the co-op and assisted me in putting the order through on his system and excepted the payment for me. This this fall went through and I was able to place the order and take advantage of the current offer can I please say thank you to Declan for all his time and support. My main dissatisfaction is not with the colleagues but with the fact that the online system would not allow me to place my order I believe this may of had something to do with the fact that my billing address and the delivery address was different this should not be an issue this cause me a lot of time in delay.

I found the sales man off hand & a lbit rude

I found the salesman quite abrupt. I went to buy a metres I’d seen online reduce from £199 to £79, he told me it wasn’t a very good mattress and wasn’t suitable for a teenager. I told him it was for a bunk bed so showed me another mattress, he never questioned the size I wanted, I told him it was a single mattress I needed. He showed me one I bought it when I got it home it was too short by 6’’. I phoned the next day to say it didn’t fit, the chap said leave it 48 hours to get to it’s proper size, if it didn’t fit he said i could take it back. Phoned the next day and explained it was about 6’’ too short, he said I couldn’t return it unless it was faulty or damaged. When I looked on line to double check the size it was intact a Euro mattress I needed but now I’m stuck with a mattress that doesn’t fit the bed frame properly! If the sale assistant had asked was it standard or euro I wouldn’t have realised which one I needed or asked my husband! I will not be shopping in your uneducated salesman’s shops again, and in fact I’ve told my friends what happened and they won’t be visiting your stores either!