I visited the Tottenham Court Road store a couple of times to look at sofas. Each time, the staff there were excellent, giving me just the right amount of attention, without being too pushy. I eventually ordered the sofa on the phone and again, the staff number couldn't have been better. When the sofa was delivered, the Belfast branch contacted me in advance to arrange which day and morning / afternoon suited me. I was then called that morning by the delivery guys with a ~2 hour time slot and again when they were leaving the previous delivery to let me know they'd be on their way. The whole experience couldn't have been better.
I bought a Dreams bed online for >£1000. As the delivery address is in Belfast, the sale and delivery was managed by the Northern Ireland store. The Dreams customer service rep there (Rachel) said that they do not have to follow the delivery conditions on the Dreams website as "that's only for England". Instead, they will call me on the day of the delivery and tell me which 4 hour time slot they will delivery in, not a 2 hour slot as stated. I asked if I could be called the day before and told whether the delivery would be in the morning or afternoon. Rachel told me that the delivery lorries are prepared the night before, so that the drivers know then in what order the deliveries will be made in. Despite this, she said that Dreams NI would not call their customers the night before to let them know the delivery time, because "that's not what we do.".
I was planning on also ordering a sofa bed too from Dreams, but now won't as I don't want to pay money to a company that ignore their own terms and conditions and can't be bothered to help their customers. Instead, I'll order an alternative from dfs. When dfs delivered a sofa to me in December, they couldn't have been more helpful.
Sedef Narin found this review useful
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