Initally had the most fantastic service in store and the collegue could not do more, he offered a deal to close the sale and we spent in excessof £2000 on a base and mattress, delivery arrived on time but delivery assitants did everyhting they could to encourge me to send it back as htey stated it was too heavy, would fit, hot day, and I should request refund ......but I wanted the bed so I got 2 of my own workmen who were on site to help carry up stairs fit perfectly no problem ....what the Dreams staff forgot to tell me was if I had listened to them and sent it back for a refund I would have lost 15% that would have been £300 because they could not be bothered.
Purchased top of the range firm mattress but after a couple of weeks it was like sleeping on a marshmallow and was not firm or even medium compared to our cheaper matresses in hte othe bedrooms!!! Rang dreams was told that I had a 40 day comfort guarentee so to choose a new mattress and all would be sorted ...so went back in store , again colleague very helpfull helped us select a Sealy mattress again top of the range but £300 cheaper than my orignal sleepezee mattress but then informed me that head office did not like them to get involved with replacements and to ring up myself the head office and arrange ....again it was down to me as Dreams were not taking ownership!!!!
Phoned call centre to be told that I could swap mattresss but i would not be entitled to any refund as it was my fault i didnt like the original and not theirs, I asked for an independant inspection and was informed it would be Homeserve who supply all of Dreams waranties ...how can this be independant when they are working togther in partnership!!!! To add insult to to now a very unhappy customer I was then informed that if Homeserve rulled in dreams favour i would not be entitled to swap the mattress as I would then have been over my 40 days .....what service!!!!! I had no option but to opt for the new mattress and loose £300 as we had now moved into a spare room as the mattress was much to soft and I wanted ot get back to normal .....I confirmed the new delivery date and I was then speechless when htey asked for my debit card and cahrged me £39 for delivery the assistant was rude, arrogant and not interested in me as a customer or how I felt , I challenged the charge and asked to speak to a Manager where he then informed me no one is availble if your not happy write a letter. i asked him if he understood looking after customers and as I had spent over £2000 on a bed I was looking at buying things cheap as I saw it as an investment but he wasnt intrested in the slightest .. It gets worse ......I then ecieve a note form Royal Mail telling me a letter had been sent iwht no postage paid and I needed to collect it from our nearest branch, after driving for over 6 miles 12 miles return paying £1.50, 50p postage and £1 surcharge I open the letter to find it is my receipt for the £39 delivery from Dreams and not even a compliment slip ...I was now very angry as I had wasted nearly and hour, drove 2 miles, paid petrol and postage all because Dreams is unable to put a letter through a franking machine!!!!! The new matress arrived I must compliment the delivery colleagues as these 2 guys were superb and could not do enough and had no problem taking the new mattress upstairs I aksed htem to test my orignal mattress and comment on what firmness it was they both stated medium ot soft ......my new mattress is superb I more very happy now iwht my base and mattress but what a shame that I will NEVER shop with DREAMs again and will tell everyone of my terrible experience as no one took ownership and tried to meet me even in the middle ......for a business htat is trying to rebuild its reputation it is such a shame that they do not understand customer loyalty !!!!!!! Lisa Pitt 07713064317
Hannah found this review useful
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