My experience with Dreams did not go completely smoothly, however overall I would have to say I am very happy and that they deal with all issues to my satisfaction.
It looks like they were having computer issues prior to Christmas 2011, which is why so many people had such a bad experience, so in my mind that is understandable, but not excusable.
I used the Livingston store to purchase a new mattress. The entire sales staff were extremely helpful (even offered me a cup of tea), I dealt with a few different people as I returned to the store a couple of times to be absolutely sure of my choice. I was pleased to note that the staff ensured that whoever I dealt with knew what I had been looking at and so I did not have to explain my requirements from scratch each time. The staff were very knowledgeable, polite, in no way pushy towards a sale (or a sale of any particular product) and willing to give me the time and space to make a decision whilst also being on hand to offer advice. The in store staff would definitely deserve 5+ stars.
As far as the shop itself, I would say that although they have a lot of mattresses to chose from, the actual number of different brands was quite low, but they do have Tempur mattresses which is a major plus point.
Upon purchase I was given a delivery date of Monday the next week (it was Thursday when I placed the order). I should say I was given the option to change the date. I know turnaround isn't always that quick, but I was very pleased.
On Friday I phoned Barnados to arrange collection of my old mattress, however they decided they didnt want it any more. So I went into store and arranged for their recycling service to be added to the order. That was done easily enough.
So on Monday I got a phone call from Dreams customer care to arrange a deliver date. This is where my trust in Dreams wavered. The customer adviser was abrupt to the point of being rude and flatly blamed the fact that my delivery had not happened on the store and offered no kind of apology. I was offered a delivery date several weeks later.
Clearly I was not happy about this (having of course had to take a day off work to not get my delivery), however the branch staff had said to phone them if there were any problems. So I did. They were suitably apologetic and were able to give me a delivery of Thursday (3 days later). They also phoned Yodel for me on the Wednesday to find out if the delivery would be morning or afternoon so I didnt have to take the whole day off work (that was them getting the info for me, not me asking them to get it).
On Thursday morning the delivery driver phoned me to give a 2 hour delivery slot and duly arrived within that window.
The delivery men were polite and efficient and carried my old mattress downstairs and placed the new mattress for me. They also pointed out that there were a few marks on the mattress when they unwrapped it!! The packaging was sound so the marks must have come from the factory. They offered allow me to refuse delivery at that point, or said I could phone Dreams to discuss.
I decided to keep the mattress as the marks weren't too bad and duly phoned the customer services. I was offered to either have the mattress replaced or be given compensation which seemed fair enough to me. Obviously the marks should not have been there in the first place, but I feel the remedial action was sufficient.
So in summary the Livingston branch staff were excellent, the telephone customer services not so good, but overall I would be happy to recommend Dreams
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