Dreams - Tunbridge Wells

Our first visit we were told the system for finding beds and told we would be left alone. Minutes later we were followed everywhere by a sales assistant. We returned the next day, explained that we'd been in before and Bob left us to it until we were ready with questions. His was the far more favourable approach.

The assistant was very polite and friendly. Her knowledge of the beds and mattresses was impressive and she was happy to spend as much time with us as necessary. The lady gave the impression that nothing was too much trouble and we enjoyed the experience of shopping for a bed.

We went with our 18 month old son. During the visit we needed to change him. There was a toilet but no changing table. The staff did apologise for this. We changed him on the floor with a portable mat. Maybe could consider a changing table for the overall family experience?

Big splash made of 50% off - but nothing I looked at had any discount whatsoever

We were not approached and had to get a sales Advisors attention.

Took sometime before anyone came to assist us even though we hold been told someone would come when they were off the phone. It took some arm waving to attract their attention when they were off the phone.

There were a lot of customers in the store at the time of visiting. We ended up returning three times to the store and only on the third time of visiting in the day, were we finally able to purchase what we wanted. Staff were good just a lack of them!

Having seen our desired mattress on the Dreams website with an option for 'Free Delivery' we we thought the sales assistant in the store was joking when he said there would be a £39 delivery charge. We were spending £1700 on a mattress and found this charge offensive. The sales assistant told us this was actually not just a delivery charge but an 'insurance' charge in case anything was broken in our house during delivery. We felt we were being lied to, especially as the Dreams website offered free delivery to the door (no mention of insurance charges). We wondered why the same free delivery could not be offered by the store. We left the store.

We were searching for a child's bed and the range on offer was not as wide as when we have previously visited. I think they had cleared space as there appeared to be a new carpet in the store and the upstairs of the shore was quite empty.

We need to carry out this survey after we receive the goods to be truly honest about some of the questions