Dreams - Oldbury

We were told in a the Merryhill shop that zip and link mattresses were available in double sizes and given an example of the price difference of the double zip and link price. When we looked online the zip and link double wasn't available. This error was reported to customer service who confirmed double zip and link wasn't available but no mention of contacting shop to tell staff about giving out incorrect information. It seems some staff are not understanding of the zip and link range. It is not shown on the shop information. Another shop at Oldbury also failed to point out that zip and link were more expensive than the king size price. This again is not shown on the matress information in the shop.

We ordered a single natural wood bed and salesman put white on the form. It took three phone calls to get this sorted. While talking to the salesman on the phone it was impossible to get a word in as he would not shut up. We agreed a delivery date but he put tbc on the form and on subsequent modified forms. We hope the right one is delivered

At the store was fine and the staff friendly and experienced however the bed we chose was in stock clearance but we were told we wouldn’t receive the display model as the ticket said 4 in stock so would be a boxed model it is clear from the packaging that this has been repacked and the slats are not in the packaging at all We were told that a saturday delivery was not free but on your web site it clearly states Monday to Saturday free delivery this caused us some stresss to arrange people to be in on a week day due to work commitments Overall ok it definatleynot 10 Regards Paul holmes

Having only two computer terminals and desks in order to process sales in such a large busy store is unprofessional, this combined with laborious slow software is not good business practice - Computer terminals and up to date software is cheap and aids customer service and something that Dreams should invest in

Having to call the store a number of times no one called back when left messages and when been given a collection date to find out after calling the store that we should have been called to advise the warehouse no longer open in Sundays. Staff are more than happy to sell sell sell but then not interested in ongoing orders. I work in customer services so I understand how you should treat customers. Not happy with what went on with our order.

The employee who helped us during our visit was very helpful. However one of your other employees spoke rudely to my son. The purpose of our visit was to buy mattresses for both our children and to look for a bed for my son. I appreciate that children probably get excited when trying the different mattresses and I’m also aware you will want to keep the mattresses clean, hence the covers at the bottom of the beds. My son’s shoes were clean, but again I appreciate children on the beds provides the potential for muddy shoes to spoil the beds. One of your employees was with customers, she said very loudly to my son to get his shoes off the bed. I have contact with the public in my work and I would not speak to people the way she spoke to my son. I wonder whether she would have spoken to an adult in the same way. I was annoyed at her tone - there is absolutely no need to be rude, which I felt she was. We carried on and purchased two mattresses but I wasn’t impressed with her lack of customer service skills.

Staff fine and helpful, unfortunately an IT problem made it a tedious experience

We visited the Oldbury store to purchase a mattress for our sons bed. The store manager assisted in the selection of the item. We bought and paid for the item and took delivery of the item home with us... when we got the mattress home and placed On the bed it was wrong by six inch too long. We rang the store who advised they had given use a mattress for a adjustable bed... 6 months + we waited and chased for the correct mattress.

I was not satisfied at all with my experience at dreams purely because of the member of staff who was quite pushy and seemed to only want to show me the more expensive products that you sell. She continued to try and sell me the more expensive product even though I told her exactly what I wanted.

we are really disappointed that 2 days after we placed our order for a sealy mattress . Dreams gave 20% off all sealy mattress . Surely the Salesperson would have been told that this would be on offer . We also purchased 2 sealy pillows at £ 79 each plus the 8 years bed insurance. we are still awaiting delivery off the mattress so you can see how let down we feel at the moment.