Dreams - Watford

The store manager was helpful but the assistant who served us was frankly rude and not helpful When I told him the price is expensive his response was simply if you cannot afford to buy something cheaper Given I ended up spending over £1500 I felt extremely upset with your staff

The store manager was helpful but the assistant who served us was frankly rude and not helpful When I told him the price is expensive his response was simply if you cannot afford to buy something cheaper Given I ended up spending over £1500 I felt extremely upset with your staff

The first thing I asked was "will the old mattress be removed?" I was advised it would be but when the new one was delivered the delivery team didn't have a note that the old one should be removed. I had to ring the store where they hadn't advised of the additional cost or added the request to my order. I live in a 2 bedroom flat with a a 4 year old and 5 month old. Where am I expected to keep an additional unwanted kind size matress. I rand the store and the sales person agreed to have the old one removed. This was hassle I didn't need. The delivery team were amazing, not impressed with the lack of communication from the sales team.

We fail to understand why we have to pay a delivery charge simply because we ordered in store. I could have gone to the store, spent less time discussing the product (simply headboards) gone home and ordered on line and not paid a delivery charge. This has certainly discouraged us from ordering in store which was more time consuming and invasive than on-line would have been. No wonder retail stores in general are closing when even they are giving financial incentives to shop on-line!

It took the colleague almost two hours to get the ordering system to accept my order. In the end she had to do it as two separate orders, manually! None of her colleagues were able to resolve the issue either. She rang IT support and they couldn't help. She did her utmost to sort the problem out but the system kept failing. It was an awful experience and she tried her best despite the embarrassment of the failing system to keep me engaged. She finally managed to feed the correct data into the system this morning and called me to confirm it.

The first member of staff (MOS) we spoke to (unfortunately I can't remember his name but he was a black gentleman) was extremely helpful, friendly and knowledgeable. Due to a busy store, he had to help us and another couple. As the other couple were ready to buy, he sat down with them in order to process their order. We decided to wait for him to finish as he was extremely attentive and wanted to close the sale with him. Another MOS, Callum, was loitering around us, keeping his distance but seemingly watching us. Eventually the original MOS asked us if Callum was looking after us well. I was surprised as we'd no idea Callum was even supposed to be helping, he just looked shifty. The 1st MOS apologised for not being able to help us and clarified Callum would now be looking after us. As we were making sure we had the right bed, Callum was speaking to another MOS, very audibly voicing his unhappiness with the original MOS. This was extremely unprofessional and rude. Callum was then cold and unwelcoming for the rest of the process and left an extremely sour taste in our mouths upon completing the purchase and leaving the store. He singlehandedly ruined our experience instore

would have preferred quicker delivery/no charge for Saturday delivery

Our Assistant Amir was highly knowledgeable and extremely helpful and friendly.

I was satisfies whilst the order was being made in store. I went in depth with Kim as to the exact bed I wanted which was not in store but available online. She then went ahead and ordered a completely different bed. The del;very guys turned up as arranged and started to pit together when I realised it was the wrong bed, they left it half built. I was then told it was my fault that the wrong bed was ordered (I knew exactly what I wanted as I wanted full lift up under bed storage and a certain length so it did not interfere with door opening in the room) . I then had to pay an additional charge for not only the replacement bed, but for the replacement's assembly. The second delivery crew were much better and stated thatthe original bed should not have been left abandoned half built.

I believed that I purchased a firm mattress (Doze Ultimate D) based on having tried one in your Watford store. However, the mattress is anything but firm. I believe that I have been given the wrong mattress, or the mattress does not perform on a traditional bed anything like it does on a divan; which was not mentioned in the store. I would have returned it already but the terms of my order suggest only an exchange is possible.