Dreams - Solihull

We firstly visited the store on Thursday 9th May 2019. Sam and James where extremely friendly and helpful. They couldn't do more for us. The guided us in the right direction, understanding what we wanted. However, on Wednesday 15th May, we returned to purchase our product and we was greeted by Malc and Mollie who were extremely unprofessional. They where talking over eachother, disagreeing in front of us and made us feel extremely uncomfortable. If it wasn't for the excellence of Sam and James the previous week, we would not of made a purchase based on Malc and Mollie's behaviour and attitude.

I wanted to add on to the order, after making the order, the removal of our existing mattress. I called the helpline and was told that this was not possible without affecting the delivery date. When I asked what alternative delivery date I might expect, your customer 'care' adviser said that it wasn't possible to give an alternative date without taking the order out of the system first - which would mean losing the existing delivery slot. That seems to me to be very user-unfriendly - why would I want to give up my existing delivery appointment in order to find out when the next alternative date would be? However, this is apparently "how our system works". That might work for you, but it certainly does not work from the perspective of the customer.

The person serving was not at all pleasant . I had already been to the store a day earlier and knew what i wanted to buy and just had to place the order. The person serving wanted to just finish the job quickly i have nothing to lose or gain by writing this but i would be a little more happier if the service was more presented with a smile and a little less robotic like place order job done.

I used your website to check availability in store. It said the item was available in Solihull. Therefore I drove up there to be told they don't stock items at the store and I had to order them. I then found out, I had to pay £4.95 compulsory delivery charge because the item I ordered was only £99! I asked could I pay £100 for my item so I didn't have to pay the delivery. This was a negative. So, I had to pay £103.95 for a £99 item I assumed I could collect. Not impressed! The staff are not at fault here, they were very friendly and efficient.

Delivery first class, when plastic wrapping taken off mattress, there was a black stain on it, the delivery lads apologised, dont know why as its not there fault, it appears to me where the product was made the inspector does not do his job right, contacting you was not the best called the number on order sheet, twice cut off, used the chat to make contact, not impressed being offerd £90 refund, If I wanted a mattress with a stain on would of gone down Birmingham Rag market and got it from there. Been promised new Mattress on 28th November, will check its like for like as one week to Deliver, when I placed the order on 3 November it took 18 days, glad we never ordered the 2 other beds we need for rest of family and will just add Dreams to our list of not to shop.

Sales assistant was rude on our first visit to store after we said we wanted to discuss the price and visit other stores, he walked away from us rather abruptly.Sales assistant ordered the wrong drawers on bed,did not tell us there was a deliver cost of £39,which the price we thought was for the drawers to later find out the price was actually included delivery and not our drawers,so we have a bed for a toddler with no drawers. He said a week for delivery,I have just received a txt to say delivery will be on 25th May! 4 weeks away! Disgusting service.

The assistant that dealt with us gave us no confidence so we had to ask another member of staff to assist us instead/as well

My delivery was due between 12:30 and 14:30 I was at 09:40 say can they come now then again at 11:20 can you be there in 20 minutes rushed back only to find out that they waited outside with a damaged item and could not say when they would be back. Shocking

YOUR SURVEY WONT LET ME ANSWER WHY SO CONTACT ME DIRECTLY FOR A FULL ACCOUNT. 07519098397

the delivery drivers left off the mattress off the load and could not come back until 8-0pm would not send out another driver any quicker