Ordered something with next day delivery - needed for a wedding. The couriers messed up my order (I asked them to drop it with neighbours if it came while I was out, they confirmed, then didn't, and refused to redeliver that day or the next).
Called Lovelula to ask if there was anything they could do, and they sent me straight out a new package via Royal Mail. It arrived half an hour before I left, and everything was fine. Lovelula organised a return of the misdelivered parcel by themselves - they never charged me extra.
The kind of really excellent service that will make me a customer for life.
Luckily, I seem to have had a totally different experience than everyone else here. Thanks to health problems, I needed a new mattress. Bought one after much hesitation (lots of pressure, not much advice) at another shop - it was no good. Managed to get a refund from them on medical grounds, and thought I'd try Dreams.
I went to the Truro store (while on holiday, as the last shop had put me off buying a bed in London), and then I went again, and again, and again - I needed to get it right this time. Four visits, an hour or two a time - nobody acted like I was a bother; in fact, they encouraged me to take my time and make several visits. Got just the right amount of help - info when I needed it, leaving me alone to fake-sleep for half an hour when I didn't. Finally plumped for a hugely expensive and possibly, hopefully life-changing mattress thanks to their payment plan.
And then I came home and read the reviews on here, and nearly cancelled my order. Luckily, I didn't.
I'd chosen delivery for 29 Jan, was getting worried last week as per other reviews when I'd heard nothing, but then I got a text on the 26th confirming the date and saying I'd get a call with a 2 hour time slot on the day. Got a call at 8.20 this morning confirming delivery for 12.45-2.45 - and it arrived at 1pm. Delivery men were amazingly friendly (especially compared to the guys who'd brought and taken back my first mattress), took it upstairs, even adjusted my existing headboard to fit it better. The mattress was in a bag inside a box, so I was reassured that no one had touched it. Hopefully the mattress will turn out to be as good as the rest of the experience.
Seriously, I can't praise the staff at Truro highly enough - Austin and Lee, if anyone wants to try there - the experience there was the exact opposite of what I'd experienced in London. And though I was worried about the delivery, that worked out perfectly too.
I do feel for everyone who's had a bad experience, but from this episode, I really can't fault Dreams on a single thing. At least, not yet - if I end up switching mattresses again, I may have fun with their exchange process...
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