* Prices may differ from that shown
I sell beds! not here to advertise but I know the industry very well. so dreams have a sale an amazing double divan for £299 they make there own beds now, so non branded product made from cheapest springs from china cheap fillings and a 10mm memory foam thats does nothing they make this for about £35.00 please people do your home work buy British and a good old school name branded product ( not myers or silentnight very bad product also) v spring or hypnos beds are awesome
My Wife and I originally purchased a "made to order" 6ft bed frame in the Dreams Plc store in Longwater, Norwich on the 01-08-12 for £879 with another £39 for delivery on a date of our choosing. We were served by a chap called Adrian. Several days later (there was a problem with the system at time of purchase that would not allow booking of a delivery) we were told the delivery date of 17-08-12. I discovered the frame is now for sale at £479? ( http://www.dreams.co.uk/beds/wooden-beds/shopby/6_0_super_king/? as you can see from this link the product is clearly advertised at this new lower price although speaking to A Peter from the Dreams customer services team he argues that this is not the case! - please take a look at the link and see for yourselves!) On the 14-08-12 I called the dreams customer service number after approx. an hour of being on hold. I was very rudely told that Dreams Plc will not be able to deliver the product on the original delivery date, due to warehouse stock issues (although the bed was sold by the salesman as a made to order product) and also they cannot give a new date at this time. I have been instructed that if I "want a new date" I will have to contact them again in a weeks time to be given a new delivery date! When making enquiries at the store today, the store manager shouted at my pregnant wife he did not have time to deal with her complaint as they are busy with a sale on! and he will "call, when he is free and good and ready" I have also spoken to Adrian the store manager on the 14-08-12 and he has complained to me that he is "stuck in the sore" on his own, and when I asked him about what he had said he said "yes, I said that" when I said I felt it was very rude he did not agree with me and indeed shouted at me saying he found me rude for complaining and being unhappy! He also claimed he had not served us originally although we evidence that he did.
I do not have a formal receipt or terms of sale from this company - just some verbally given order numbers (both of which I have been told are wrong! ) and as you can imagine I grow more unhappy with this by the hour.
On the 14-08-12 I directly emailed the CEO of Dreams Plc Nigel Worthington asking for his personal and immediate attention on this matter - he did not reply.
Instead, Alexandra Stillman the Senior Customer Service Manager replied to me with this email:
Dear Mr Matthews
Thank you for your email to Mr Worthington which has been passed to myself to review.
Regrettably the order number supplied has not bought up your details, however, I have copied Imogen O'Grady, Customer Service Manager, into this email as she is best placed to manage your complaint would ask that you reply directly to Imogen with your delivery address so that she can investigate your complaint further.
So I replied - to Imogen O'Grady with my details.
I got an Out of Office AutoReply
I currently have limited access to my email, I will endeavour to respond to your email as soon as possible.
Obviously, it is holiday season but I have to ask why did Nigel Worthington the Dreams CEO not take the two minutes to respond to me and pass on the problem to his subordinates himself?
And if Alexandra Stillman the Senior Customer Service Manager - why did she not just give me some customer service instead of fobbing me off to someone else who is not currently in the business?
I await responses from Peter, Adrian, Imogen, Alexandra or even Nigel - but I do not hold out much hope that I will receive the service every paying patron and customer of Dreams Plc deserves.
I have now discovered, via Peter that the bed frame may still be delivered on the date originally given! Does anyone really know what is going on within Dreams Plc? I was slightly annoyed however that peter said "on the date you originally requested" when I have made it clear that this date was forced upon us.
I have spent several hours on this matter now and have seen my pregnant wife get very upset by the actions and words of Adrian the Dreams Plc Longwater Norwich branch manager. I feel some very hefty compensation is in order, as well as an apology letter from this Adrian character - and I will not rest until I get it.
I think customer service is so very important for a company. Nowadays in times of economic difficulties a company should do what it can to attract customers. One way to do this is by providing excellent customer service.I am very sorry to say at this point Dreams does fail to provide even basic customer service.
I have called the Dream Team twice this weekend and last only to listen to your awful hold music for 15 minutes plus before giving up. One call I started at my house and had to terminate as I'd walked the 20 minutes into town and was sitting down to have my haircut. Staff up your call centre at the moment it is not worth having one because your customers can not contact you.
As you can see I am angry, my delivery should have been last week. Not so!! Waited in all morning before going through the painful process of trying to speak to your CS Team. Eventually the local store took charge of my increasing complaint and arranged for your CS to call me. During which my delivery was rearranged for today......Guess what no call before 10.30 from the delivery folks oh and by the way no delivery booked for today. Inexplicably it has been booked for Monday...what is wrong, how can you make the same mistake twice.
Now I will have to leave work and come back to take delivery of the bed...Thanks for continuing to inconvenience me, your customer who you should be looking after.
I went into a Dreams Branch on New Years Eve, with a weeks holiday in front of me for some home improvements etc., and very quickly selected a bed I wanted. I checked prior to payment that it was in stock and they assured me that it was! I was GUARANTEED a deliver date of a few days later, having explained to them the above! It was a condition of purchase for me that they had the bed in stock which is why I was shopping around. If they told me in the first place that the bed was not in stock I would have gone somewhere else straight away.
They told me they would call back that day however, to confirm the date (it was guaranteed on either a Thursday or Wednesday to be delivered, they were going to confirm which one) but I never got any calls!
I chased and chased over the next couple of days, only to be told that due to an employee error at the time of ordering, that my bed had gone out of stock!
The following day I was called and they offered me a different mattress at a slightly cheaper price to guarantee the original delivery date. However, they told me I had to call customer services that day (Bank Holiday) to have the order changed. I called them immediately, to find out they were closed. Surely the branch would have known this!?
I called the branch back to inform them and they said I would have to call the following day which was a working day.
This I did, first thing in the morning, to be held on the phone, for a total of three hours in the morning and still not getting through. I gave up and tried agin in the afternoon and got through very quickly, to then be told that both the beds I originally ordered had gone out of stock! I explained what the branch had said and they said they would need to speak to the warehouse and get back to me. They did not!
I have since, as a result of getting absolutely nowhere, having my new Year and birthday which followed ruined, as for me, (getting this new bed was such an exciting thing) placed a formal complaint. I requested within the complaint for them to acknowledge receipt. They did not! I called them to check if they had it in hand, to be told it was (so not sure why they didnt call me) - and they told me they would contact me by the end of the week.
That week has now passed and I have still heard absolutely nothing. I have just written another complaint via their website expressing my sheer frustration at their totally incompetent service...oh and Im still waiting for the bed. I do have a delivery date, but Im not holding my breath.
If you are looking for any product from Dreams, I strongly suggest you go somewhere else!
They'll sell you everything nicely in the shop (Guildford in our case). Delivery will then be a farce. Asked for Saturday delivery. They left me a message saying it will be delivered the following Saturday (4th). I rang to confirm and was told I shouldn't have been told that as there weren't any slots available. Then, they arranged the 11th instead.
On the 5th (Sunday anyway) I got a call from the delivery driver saying 'I've got a bed here for you. Be there between 1:30 and 4.' which would be fine except that we weren't in or anywhere near home! Thus, left on truck for around a week and 'as it was still on the truck, we can't rearrange delivery.'
Trying to ring Customer Services is practically impossible. You're constantly on hold and has taken about 10-20 attempts to talk to someone. I guess they're so bad, they're constantly dealing with problems.
Eventually when it was delivered, bed came with two left-hand siderails instead of a left and right one. Bloke who built it put it together so we could use it to sleep on but couldn't complete it. The person who builds it won't tell Dreams that it's incomplete though -- that's no policy. So you have to ring Customer Services every day until you get through. When you do get through, they are stroppy and unhelpful saying you can't cancel your payments as that's done through a separate company so they will chase you for it, even though they have sold you something unfit for use by the Sales of Goods Act.
Would recommend using someone else and will never use them again. One star is the lowest I could rate but in reality zero stars.
We visited our local Dreams store searching for a new mattress. The staff were very helpful and we eventually narrowed it down to a Sleepeezee 'Cairo' mattress, which is extra firm (orthopaedic) with 2000 pocket springs, wool and cashmere wadding, and is turnable for £1150 (on sale at £950, offered for £850 +del (£35)). I'm a sod for bargain hunting so we opted to leave so I could do some research, and I'm glad I did. It seems that the mattress we chose is identical to the Sleepeezee 'Ultimate Backcare 2000', but it is alleged that Dreams use their mass buying power to pressure the manufacturers into rebranding products with a different name so they can sell them at an inflated price. We found this mattress, with 200 pocket springs, wool and cashmere, and 'Cairo' [sic] damask fabric for £378 (inc Quidco) and free delivery elsewhere. I would not recommend Dreams to anyone.
Sweet Dreams really are made of this...Needed a new bed (left it far too long in the old one) so popped to Dreams as they are specialists... glad I did, found a great new bed (memory foam?) very comfy, good price, good service... Rare to find a shop that delivers on it's promises - went back and got a £199 bed for my spare room too - same service even though I was spending a fraction of what I did first time... top marks all round.
As it was time for a new bed, we tried Dreams ' The bed superstore'
When arriving, the store was much smaller than the advert makes it look, although they did still have a reasonable selection. Nearly every bed had a sale sticker on, which always amazes me, these shops seem to have year round sales!
The prices seemed expensive enough, with a 'budget' mattress starting at £249! It's the same with the frames, all the nicer ones are £500+. To get anything half descent, i think you need to be spending £1000+
When i buy something like a bed, i like to give it a good try, after all, i will be spending half my life in there. Now luckily, I am not shy, and i don't think twice about kicking my shoes off and making myself comfy. My girlfriend is the opposite, and the most testing you get out of her is sitting on the edge for 30 seconds. The sales people there are constantly staring at you, waiting to pounce to get the sale, this made my girlfriend very uncomfortable laying on the beds, knowing we were being watched. Me on the other hand, i just carry on, having a good old bounce, as you do.
What annoyed me, was that every time we moved from one bed to the next, the same sales person would come over, asking what we thought etc... it really felt like hard sell, you feel like telling them if they would just leave you alone, then you may be able to at least have time to think. Send them to make you a brew, this buys you a few peaceful minutes.
Anyway, after plenty of testing, we did find a bed that seemed like it would do the job, then it was time for some discount. As expected, 'discount isn't available on sale products' which pretty much ruled out every bed! I was determined to walk out with some kind of discount or freebie, i was spending £1300 with them! After much persuasion, we managed to get a free duvet, pillows, and a duvet cover set, all in all, around £150 worth of goodies.
We had free delivery on the bed, and cannot fault the after service, the mattress must weigh near a ton, the two blokes were knackered by the time they got it upstairs, and set it up. The Sales woman even called us two weeks after delivery, just to check we were happy with it.
To sum up, its a good shop, and they sell good beds, but try to blank out the sales people when trying them out, don't let them put you off having a good lie down, after all, we all need a break!
Four out of five from me!
While looking for a new bed for my boyfriends new tiny bedroom, we headed to dreams to look for ideas. He basically needs a small single as his room is so tiny (don't ask me how he's going to fit in it! - he's 6'2!) so he is thinking of making it himself (again, don't ask how!) but we wanted ideas and to look at prices in the shop. Also obviously he would also need to buy a mattress, and dreams sells beds, matresses and some bedding and accessories like throws, scatter cushions and bed runners.
We went to a dreams in a retail park close to the town centre where there is plenty of parking and the showroom is very large and nicely laid out. When we got there I expected a puchy salesman to come and harass us, not letting us browse like we wanted to but this didn't happen and for the first few minutes, we were allowed to look around as we wanted.
After a few minutes and after spending a while looking at one bed, a guy did come over and ask if we were ok. We asked if there were any small singles available to look at (I wanted to picture how small it would really be). The guy took us to another section of the showroom and pointed out some standard singles and said they were available in the smaller size. This wasn't really what I was asking and they also wern't the kind of beds we were looking at. This man also encouraged us to get on the beds to test the mattresses (they all had those special plastic feet shoe/matress protector things) but when we did, and we were just talking to each other about the comfort levels from different beds, a different lady was mean to us and looked at us as if "why are you messing around on there, dont look at it unless you're going to buy it" ok, we weren't going to buy it but we could have, and this kind of attitude has put me off shopping from here as the staff are contradictory and the ladies there made me feel uncomfortable. Yes we are a (kind of) young couple looking at expensive beds but hello, that doesnt mean we can't buy one.
As he has no space we were attracted to the "ottoman" style bed, the one which you can lift up and there is storage underneath. All of these beds had signs on saying "please ask for a demonstration - do not let children get into sortage space" and the second my boyfriend tried to close the bed himself (not very hard, its like shutting a car boot) a bossy lady came over and started looking at him very suspiciously and meanly.
The bedding available didn't look striking or of particularly high quality but it was quite expensive. I have got nice bedding from primark before which looks nicer than what they had on offer but if you wanted something generic or a whole matching set, it did have a few ranges which had a duvet and pillow case set, along with matching throws, cushions and runners so there is a lot of chioce and i guess they would look nice in your room. The staff really and the prices however put us off to be honest.
They did have quite a wide choice of bed styles and the shop assistants were ok but to be honest, I wouldn't buy from there as most of their stuff has to be delivered and you have to wait in for it, and I think you can get much cheaper prices online. There seemed to be no incentive to shop there and the offers, while good, still seemed vastly overpriced compared to that avaliable from other places online.
I've recently moved into a flat with a friend, and we both needed beds. Being a large store, we thought we would be OK with them. Shopped around in the Hemel store, picked a couple of beds, compared prices online and finally placed an order in the Watford branch.
At the time, we were told it would be 3-4 weeks before delivery as the Chloe was showing a high demand. Two weeks later received a letter saying the Chloe would be another 7-9 weeks. The information on the website was limited, with no distinction between stock and special order items, and misleading symbols used to indicate stock availability (ticks on every item, even though some were out of stock with an 11 week wait).
Every time we managed to get through to customer services, there was a different date given. In the end, we went back to the store and asked for a refund. The branch said they could not refund, only take money; refunds had to come from a central office in High Wycombe.
They refused to cancel the order without a 20% penalty to us because they had already taken delivery of the mattresses from the manufacturer and would have to sell those off through a store at a discount as they were not stock items. They claimed their terms and conditions had been approved by trading standards and that they were within their rights to delay an order indefinitely whilst they secured supplies, but were willing to change the offending item to another model. The only other alternative my friend liked was £100 more, and we were not prepared to give them any more money.
Consumer direct advised we send a recorded delivery letter to them stating they had until 30 days since the order was placed until we would hold them in breach of contract for non-performance of delivery. I informed customer services that this was what we wanted to do, then miraculously they exchanged the Chloe for the more expensive bed at no extra charge and allowed me to swap my bedstead for one I preferred that I had seen in the larger showroom.
Having read their T&C's and experienced their customer services, I would not advise anyone to shop with them, either instore or online uless they are prepared for hassle.
Now we await delivery... I'm still not convinced that will go smoothly. I've already wasted 10 hours and over £20 in petrol and phone bills chasing this.
We were in desperate need of a new mattress, as our old one was full of broken springs and as a result my fiancé and I were suffering from bad backs and many bad nights sleep.
We saw plenty of advertising for the 'Britain's Biggest Ever Bed Sale' at Dreams and we thought of it as a reputable company as his sister had bought a bed from there a couple of years ago without any problems.
So we went to our local store in Epsom to have a look at what was on offer and to try out some beds, as it's so important to try before you buy when it comes to buying a mattress/bed.
We found the staff really helpful when I explained that we only wanted to buy a mattress to go onto our existing wooden bedstead. The sales assistant asked us how firm we liked our mattress to be and we replied firm. So he showed us to the appropriate mattresses and we tried a few out. The nicest one we tried was way out of our price range, even in the sale! But we found one we liked that was within our budget (only because it was 50% off in the sale!). We found that all the information displayed on the beds was very clear and helpful. However, the sales assistant happily answered any queries we had and he wasn't at all pushy which I liked. So we were confident we had chosen a mattress that was the correct firmness (Orthopaedic Grade 1) and whether it would need turning or not (once a month).
I wrote down the name of the mattress so that I could go home and purchase it online so that I could get cashback! I found the Dreams website quite easy to use and I found the mattress easily by using the search function. One thing I will criticise the website for, is that they don't have nearly as much information about their products as they do instore. For instance, there is not mention of how many springs the mattress has, which is really important from a comfort point of view. Luckily I had noted down this information when I had visited the store, so that is another reason to go to a store and check the beds out first.
The website gave me the option to have our old mattress taken away when they delivered it. But this costs £30 and delivery costs £32.00, so we decided not to take this option and instead we will attempt to take it down the dump ourselves! We don't think it will be that difficult as we had strapped it to the roof of our car to get it home in the first place!
They also give you the option of adding a 10 Year Guarantee and the cost of this varies with the size of the mattress you buy. Again we chose not to add this option, as it would have cost us an extra £36 and we are really penny-pinching at the moment.
The payment process was simple and straightforward and my cashback was tracked very quickly (topcashback). I received a confirmation email from Dreams almost immediately and it said their home delivery team would contact me as soon as the goods were available for delivery.
I didn't hear anything for 2 weeks, so I filled out an Enquiry Form on their website to find out where my order was. I got a phone call a couple of days later to arrange a delivery date (I don't know if it was because of the form I'd filled out or if it was just ready to be delivered!). They phoned me on a Tuesday and the earliest they could deliver was Thursday, which suited me fine. They said the delivery drivers would call me on Thursday morning to give me a 2-hour window for the delivery that day, which I thought was good.
Well as promised, I got a call at 10am on Thursday morning, informing me that the mattress would be delivered between 1-3pm. They arrived bang on 1pm and brought the mattress upstairs and put it on the bedstead, so I was very impressed with the service.
I am now sitting on our new mattress and it is heavenly!
Overall, I think Dreams is a very good company and provide a good service. I would like them to have more detailed information about their products on their website though. An indication of how long it would take to be delivered when our order was confirmed would have been good too. But I think their delivery service is superb as it's very rare that companies actually deliver when they say they're going to!
Dreams are probably one of the most well known bed stores, with a store located around almost all of the major towns and cities (they are normally just outside the city centre in separate retail parks....with good parking)
They sell beds, and bedding, matresses and headboards, and have a wide range of beds in their stores for you to test.
The staff are generally very helpful, and can advise you on different options with each bed. Each display bed also has a card on a table next to it listing all the different sizing options, and storage options, available with that model. These options are also accompanied by the price.
With Dreams you can either leave a deposit and pay when your bed is delivered, or take out their finance offer, which is interest and payment free for a year after delivery (after this you pay in monthly installments, at a high apr). After ordering a bed, you are given the paperwork, and told you will be phoned when the bed is ready to arrange delivery, it normally takes about 4 weeks.
Delivery of the bed is to your bedroom, although there is a charge of around £35 for this, unfortunately the delivery men seem to just dump the various parts still packaged in the room, and leave, so you are left with assembling the bed, and disposing of the packaging.
Overall, I would use Dreams again, because they do have a wide variety of beds, and we personally have had no problems with them. However, it is often possible to get the beds for cheaper elsewhere online, even during one of their perpetual sales.
Dreams are a beds superstore that have more than 150 stores dotted around the country. Many of them are found located at out of town shopping estates that also have stores such as PC World, B & Q and Toys R Us etc located at them.
They specialize in selling all kinds of beds as well as bedding, mattresses, futons, headboards and some other bedroom furniture.
They are the current shirt sponsors of Wycombe Wanderers football club which is the team local to their headquarters which are in High Wycombe. (I won't do the watching Wycombe play football sends me to sleep joke.)
The last time I moved home I needed to buy two beds and I shopped around before making a purchase.
Because I wanted a bed quickly I initially looked at some of the bed shops that aggressively advertise on the radio and in local newspapers with slogans like "order by lunchtime, delivered by bed time", "great deals on beds".
However, when I went into these stores I found that they were adding a big premium on to the prices which explained why they could afford to have so many beds in stock for immediate delivery and still make a big profit.
So I went to Dreams where there was a huge choice of all types of beds and mattresses that you could try out for comfort. These included Divan Sets, Bedsteads, Adjustable Orthopedic Beds and Futon Beds.
I found the staff to be very friendly, there was no obvious sales pitch and the sales assistant I was speaking to seemed to genuinely be interested in my buying the beds that were most suitable for me and not beds that were either the most expensive or that they needed to shift.
I bought a King Sized Divan Set bed and a Queen Sized one plus two headboards that screwed into the back of them. Both came with very good mattresses. The beds were made by Myers which I know is a good make and three years later after continual use they are both still very good beds to sleep on.
I cannot remember the exact total price but I know that I negotiated about £60 off and probably paid around £580 in total which I thought was good value for money for two large quality beds with mattresses and headboards. Delivery I believe was £30 on top of this.
Unless things have changed significantly since then I would say that Dreams are pretty competitive on price.
Delivery was 10 days later which wasn't bad at all.
I was very impressed by Dreams and it seemed to be run more along the lines of a family business than a big chain store. I had no problems at all that I needed to go to customer services with but my hunch is that they would have been very helpful had I needed them.
I would strongly suggest to check them out if you are shopping for beds.
Before I went to buy a new bed, I did a quick search on the review sites I'm on to see what the consensus regarding Dreams was, which is the nearest place I can buy from. It wasn't good! But then I noticed that the reviews were invariably from disgruntled customers, and that the total number of reviews wasn't enough to form a decent sample size to make any fair conclusion from. Could it be that buying a bed is one of those things that people forget as soon as they're got it safely delivered, but remember if it all goes wrong? I set out to find out (and get a nice new bed).
My local Dreams is right at the edge of Guildford town centre, and for the location has quite a big showroom, with room for 20 or so beds. It's quite well laid out into rows, so you can peruse the various options at your leisure, as well as lie on the mattresses to try them out. I found the staff to be helpful but not overbearing, generally leaving you to it with the occasional discrete enquiry as to whether you needed assistance or not.
Without too much ado I managed to pick a bed I felt comfortable lying on, that had 100 quid knocked off the price (although like many furniture places, it seems to have a permanent sale on). The ordering process was pretty simple, just a case of the salesperson filling in a form with my details on and the product ordered. I was told how long the bed would take to be delivered (in this case, a couple of weeks). I was also given a free mattress protector. I arranged for my old bed to be disposed of, and it was made clear to me that it had to be wrapped in a special plastic covering that they provided.
I was sent a text message several days earlier to confirm the delivery date as agreed, which I was impressed by.
On the day of delivery, they called just before 9 and gave a 2 hour timeslot, which was 10am - 12pm. They asked to confirm my address and that I'd packed the old bed to be collected in the green bag. The arrived at 11:30 am, so within the time slot as promised.
I found the green bag for the bed to be disposed in to be a bit flimsy, and it ripped in parts when I struggled to put the bed in it, as well as sealing it with the tiny roll if sticky tape I had, but the delivery men didn't make a big deal of this and took it away without any issues when delivering the new bed. In fact I found them to be very friendly and helpful. One minor quibble is that they weren't allowed to take the cardboard and plastic packaging the bed came in away. I could recycle the cardboard easily enough but not the plastic, so perhaps they need to look at this in the future.
They also tried to get me to sign when they arrived before doing anything. I don't think this is ever a good idea! I made sure they've delivered everything OK first, i.e. the correct bed without any damages to it.
Well everything went OK, and I've left this review for many months after it was delivered because, guess what, I'd forgotten about it as it went so smoothly! The bed itself is very comfortable and I'm endeavouring to follow the after care instructions of turning the mattress every couple of weeks. The mattress protector isn't bad either, although it seems to rip very easily on the edges, a bit of a pain when the bed is really deep and so the sheet needs to be stretched. I can recommend Dreams and conclude that generally people have only reviewed them after a bad experience. I assume there are many more satisfied customers that form the silent majority.
I would however advise the following, based on previous unfavourable reviews. This would apply to any company delivering goods in fact:
- Check your order once you get home and make sure it's as expected.
- When the bed arrives, don't sign for anything until you're fully satisfied that it's what you want and that it's in an acceptable state
- If they're taking away your old bed, make sure you have good tape to seal the green bag with
One other thing to note is that some cashback sites offer a good percentage for buying from Dreams. Seeing as the shop has nothing to do with the process anyway after you've ordered, this would seem like a good option. Pick the bed instore, order online!
When we decided we were moving one of the first things on our shopping list was a new bed. No disrespect to our bed it was 8 years old and has lasted quite well considering but both of us were starting to feel that our back were suffering and we weren't getting the sleep that we needed.
So the day after we moved in we walked up the road to our local Dreams store to see what they could do for us. Dreams now have over 160 stores all over the UK as well as offering an online store after starting out 23 years ago and claim to be Britain's Leading Bed Specialist (for more information on Dreams visit www.dreams.co.uk). The main reason we decided to go there was because we had been recommended to look at Rest Assured mattresses by my parents and this was the closest stockist to us at just a 10 minute walk. In fact we only really went there to buy the mattress because we were going to look at the divan/bed frame in John Lewis. We didn't expect to buy the whole bed there and then.
Upon arriving at the store we saw that they had a sale on and as is often the case we saw that this sale was in it's "last few days" stage (how long this sign had been up I don't know!). The store was empty apart from 2 very bored looking assistants. I half expected this to be one of those shopping experiences where we walked out of the store having not spoken to a soul but to my surprise one of the assistants suddenly sprang into action and came over and asked us what we were looking for.
So we explained about the Rest Assured mattresses and that we wanted a firm mattress and that we wanted one with a latex top and we were immediately taken to a bed at that back of the store to be shown a firm, latex topped Rest Assured mattress. After trying it out (and being offered a free cup of coffee whilst we tried it out) and after asking questions of the assistant which were answered very thoroughly we were told that on top of the £300 that was already taken off the recommended retail price of this mattress there was also another 20% off that price today. Having done a bit of internet research previously this proved to be quite a good deal.
So we were just about to say we would take it when the assistant asked us what we were doing about the divan/bed frame. We explained that we had seen one John Lewis and he asked us to describe it to him. Then he goes marching off and beckons us to follow him to this bed frame which was pretty close to the design we had seen and to our great delight it was half price on the Dreams price and £1000 less than the John Lewis one now. And on top of that we were told that if we bought the mattress and the bed frame we could get another 10% off the combined price. And then to make it even more tempting we were offered a duvet, a set of pillows and a mattress pad. Unfortunately I had only recently bought a new duvet and pillows and I never use a mattress pad so I said that it was very kind but we didn't need it. So instead of that we were offered another £100 off the price. Frankly we were astounded and I've never seen my husband whip his credit card out so quick.
And then we were told "oh we have a buy now, pay in a year" offer. So we took them up on that. The only thing extra we had to pay for was £32 delivery which we were told could be up to a month because although they had the bed frame out back the mattress needed to be ordered. This was fine though as we still had our trusty old bed and one more month wouldn't matter. So all the paper work complete the assistant took us out to the store room to show us the bed frame in its boxes so we knew what to expect when it arrived. We were told that we could pay for the bed to be assembled but we felt confident enough (having been a frequent visitor to IKEA) that we could put it together ourselves. The charge for this would have been £35. Then to cap it all, just as we were about to leave the assistant nipped over to the counter and produced a bag for me (just me I might add) with all lavender products and a sleeping mask and a CD of relaxing sounds for a peaceful sleep. On getting home we saw that this had a retail price of £25. All in all we spent just over £1000 which was nearly £1500 less than we had intended to pay - £1500 which is now in my new sofa fund!
I think it is safe to say that one thing Dreams can do is offer good quality products at competitive prices and have a sales team who are allowed to take the initiative and come up with an attractive package deal to suit you. We're not the sort of people who accept prices in places like this on face value and we do research before we buy and we do try and get cheeky discounts. All of this was tackled quite cheerfully by the assistant and we knew that when he said "look I really can't go any further" that he really did mean it but even then he was prepared to throw in a free gift just to sweeten the pill but after the deal was done so you really did feel on a bit of a high when you left the store. Overall the service we received in the shop was fantastic as was the price we were quoted. And to top that instead of waiting 4 weeks we only had to wait 13 days for our new bed to arrive.
Of course with most retail experiences these days there is always something which will rain on your parade and for us the delivery of the bed somewhat let the rest of the experience down. Now the arranging of the delivery couldn't have been smoother. We received a phone call a week before they were going to deliver to tell us the day delivery would take place and we were told we would receive a phone call on the day before 10am (which happened) to give us a two hour delivery slot. OK so I still needed to be in all day but at least I knew when I could go out.
The delivery men arrived towards the end of the delivery slot and upon opening the door the delivery men just barged in (they had already taken the boxes off the van and had them leaning against the porch), grunted and when I told them it had to go up two flights of stairs we got a lot more grunting. They said nothing to us and walked out the door straight into their van and left without us having to sign anything. They didn't even close the front door behind them (we had left it slightly ajar in case they needed to go out and get anything else) and we didn't notice until 30 minutes later as we were unpacking the bed. It did blight our experience slightly and we have raised this with their customer services but at the end of the day we got our lovely new bed at a great price so how it was delivered is a minor niggle really.
Would we go back to Dreams again? Well yes we would but we would be looking at other stores as well. Not because we didn't get a good deal or service (apart from delivery) but because in this day and age it always pays to look around. We got a great deal this time but how much of it was "right place right time" I don't know and if we had been looking for something else we may not have got such a good deal. They do always seem to have sales on or one day or weekend only deals so you have to choose your time carefully. We've made a point now of not watching their television adverts or looking at their deals in the shop window just in case we find our bed frame or mattress is even cheaper. But at the end of the day if you need a new bed you can't really hang around for too long waiting for your perfect deal especially if you are losing or having an uncomfortable sleep. Our shop experience was positive but we only dealt with one very capable and personable assistant. This may not be the same experience in other stores. We were disappointed with their delivery team and yet if ever there is a next time the delivery team might be fantastic. However on balance I would say that if you are looking for a new bed then you should at least give Dreams a go and see what deals they can do for you.