Dreams - Feltham Reviews 

I have no complaints about the professionalism of your service at all. Having not purchased a mattress for many years I was impressed with the technology used to assist me in making the right choice of mattress. My only disappointment was in the length of time it took to be delivered, over three weeks as I remember.

Excellent service and great delivery times. I would highly recommend this company as they always provide a great customer experience. I am also surprised at how quickly the beds I have ordered are getting delivered.

1) Guy showed the woman I was with 4 mattresses; but only showed me 2 mattresses. Only when I insisted he decided to show me another mattress. I did not like the mattresses he showed me. I did not like the mattress that he sold me. I clearly told him this, to which he replied 'you can swap the mattresses'. I rather envied the mattress he sold to the woman I was with as it was memory foam.

2) In elaboration of the point above, the way he communicated with the woman I was with, how he dealt with her, how he showed her a greater range than me, how he criticised me to her privately made me feel as if he was treating me less favourably because of my gender. Because I am a man he did not provide me the same service.

3) Guy criticised, and mocked my decisions and questions to the woman I was with, when I was at the other end of the store. He said that I ‘ask too many questions’. And that my question about whether I should get a double or king size was strange. On one occasion I did not like the volume he used in his tone.

4) I was ignored. I was not listened to. At times members of staff did not maintain eye contact showing that they were not listening to me.

5) I was asked to come of my laptop!

6) The policy in relation to purchasing items on finance, as per your website, is that a customer has to pay 20% deposit. You can see that we were overcharged for our deposit. We did not mind paying only the 20% of the value of our purchase; but we are not happy that we had to pay more than the 20% for our deposit.

7) We wanted the Neva bed frame in blue. But not only did we see, but we were told that in store the Neva bed frame in grey was £749.00. And the Neva bed frame in blue was £899. When we came home we investigated and found that all the items were the same price both in store and online, except for the Neva bed frame in blue - online the Neva in both colours was £749.00. This seems illogical. We believe that our customer assistant Guy should have told us of this, but it appears he was more concerned about earning his commission.

8)I had clearly said to Guy that we wanted to pay for our individual bed frames and mattresses. So we wanted to pay using 2 finance transactions. One bed frame and one mattress should have been put on one finance; and the other bed frame and mattress should have been put on another finance. But to save time Guy put the application in my mum’s name. Her application failed. This affected her credit score, and history. We do not need to tell Guy everything about our personal and financial lives. We had to wait about 40 minutes for the result of the application.

9) Once my mother’s application failed I asked Guy to put the transaction under my finance. He asked me whether I thought the application would succeed twice because he was concerned about leaving on time for home as it was getting towards the store’s closing time - only 20 minutes remained. I told him that we could come another day, if they could offer us the items for the same price (we could come on 26.12.21). He said he had 10 miles to go home, and that he had been at work since 0800. His remarks, body language, facial expressions all showed he was eager to go home. I should have cancelled the order there and then as he clearly exhibited very, very, very poor customer service. He also said that sometimes we have to wait 24 hours for the result of an application. My application succeeded within a couple of minutes! Again he did not want us to come on another day as he was bothered about his commission.

10) Guy failed to answer my question on how the parts of the Neva bed frame will arrive in the delivery.

11) I did not like the fact that he did not show us a greater range of pillows.

12) Guy made it come across as if only we were specially receiving the mattress protectors for free. I came home and had a look at the website and found that every customer receives a free mattress protector when they purchase a cover for a bed frame, or a mattress.

13) Guy also said that do not go on what the Dreams website says.

14) Other customers were also not treated with the appropriate customer service. A man in a builders jacket walked into store without a mask on. He was told to wear a mask, not in the best of style. He then left saying ‘you’ve lost a sale’. To which a member of staff responded saying ’that’s fine!’. Another female customer was not given hands on service. Another male customer was referred to as being too loud by Guy. It is likely from this behaviour, afterwards we probably were talked about behind our backs.

Edmund from Feltham store was very professional, informative and a very good listener.Will definitely recommend to friends and relatives 👍

exceptional service and professionalism was received from Bhupen Patel at the Feltham Dreams store.
i would highly recommend this company, thanks
Alex

Since I am already a customer of this store, I am coming for the second time in 10 months. The service is at a level and the products are different enough types for every interest.

Bed was a bit pricey but good quality, plus the service in store and from delivery + assembly team was great.
No complaints.

I visited Dreams Feltham to purchase a mattress. I was highly satisfied with the whole experience. The service & information I received was excellent, & the salesman very friendly & welcoming. I would definitely recommend Dreams, & their Feltham branch, to anyone looking for any of the products they sell.

Great service every time by Guy, from the feltham branch,
Highly recommend him and his knowledge and he knows how to talk to people and how NOT to go on and on or push you into anything you don’t want,
Very pleased

Excellent service and products, wouldn't dream of going anywhere else!

My first experience with Dreams. I think they are fantastic from start to finish.
Marvellous Sales team and equally efficient delivery team.
Very satisfied with the service. Highly commendable.