Dreams Middlebrook

Absolutely top quality service tonight! Sam at the Middlebrook store was so knowledgeable and not at all pushy. Really pleased with the king size Tempur mattress I purchased! And the Tempur pillows are amazingThanks Sam!

Order placed in store with Anne in August 2023. When entering details regarding delivery she did not ask if we would like assembly. She processed all the information. My partner and I then questioned her about this. Please note manager Michelle was sat next to Anne when the order was placed. We were informed that she had not selected the assembly option but not to worry as they would contact us closer to the time of delivery to arrange this. After 12 weeks we received a text message informing us when our bed would be delivered - instore we were told we would be contacted to arrange a delivery date suitable to us. My partner contacted the store in relation to the assembly as no one had been in contact. The person she spoke to just said we needed to speak with customer services and there will be another 12 week wait for delivery. I recontacted the store as I wasn’t happy with the service. I was told that store manager Michelle would contact me the next day. Michelle stated she was aware of the loan bed but denied knowledge of the mess up regarding the delivery and told me I needed to chase customer services. I tried reaching customer services online and spoke with a lady called Natalia - instead of helping me …she told me that the store should have sorted the assembly when placing the order and told me an email was sent in September regarding the delivery. Please note this email only stated that the order was on track there was no information regarding a delivery date. I then contacted customer services through telephone and spoke with Karen. This lady was extremely rude and interrupted me when I was explaining my situation. Again she tried fobbing us of like Natalia. I informed her I did not want the assembly anymore but wanted to make a complaint. Karen did not listen and went onto contacting the delivery team to see if they were able to manage the assembly - unfortunately they were not able to do this. I then had to repeat to Karen that I did not want the assembly but just wanted to speak to someone who would listen. Karen then processed the complaint. On the day of delivery we were sent a text message informing us of our 2 hour window and a contact number was given of the delivery driver. I called the delivery driver around 10am and he advised me they would reach around 11:30. Then around 12:00 I called the delivery driver again. This time he stated that he couldn’t give me a time, and it would be anytime within the delivery slot. He also mentioned he was running late. However, they turned up 20 minutes later suggesting he was on route or knew approximately when he would reach. When delivering the bed,, he constantly spoke about giving him a 5 star review as he would get a bonus. I was told there was a video online showing how to assemble the bed - when searched there was no such content. I would also like to add the store had not informed the delivery team of a loan bed. Currently we are waiting to hear from the complaints department.

I visit dream bed behalf of my uncle . I bought leather tv bed with bed side table. They give me good deal. Specially Mr Sam deal me I feel confirmtable with him and recommend highly Mr Sam.

The insulting sales techniques made us choose to go next door.. When the salesperson sees that you can be a potential buyer ( if you say we will think about it.., he completely loses interest of you, great feeling..) they feed you with poor sales phrases- like ...will drop the pillows in for free (yeah free ok) ...will get you one-half price from the back..(!?) ..good news, we get you a great discount! When they see you actually want to proceed with the purchase... none at the back" is available.. the great discount you get is the same as all discounts in the shop.. Will tell you what! - a better discount is going to shop next door..price of the same mattress + pillows = same deal - we saved £350... and I felt so relieved that I did not have to go back to Dreams as felt insulted by the silly sales techniques they use..."

I am very happy with my mattress shopping experience at Dreams after a long day browsing around at different retailers.Excellent customer service was delivered by Dawn at Bolton Middlebrook. She was fully aware of the stock available in the store and went above and beyond to find me the particular one I was interested in. She did let me try out different mattresses available in the came category before I bought the one I needed.She not just helped me find the mattress for myself but also helped me find the same mattress in a different size and the best thing was that I could take the mattresses away same day. I am very pleased with the exceptional service provided by Dawn. Thanks

We visited the Dreams store at the Middlebrook Retail Park in Horwich and our experience was absolutely brilliant - very pleased we popped in. We had the pleasure of being assisted by Joshua, who was polite, friendly, offered us a drink, made my wife, daughter and I feel like the only customers that mattered. Shopping around with a 4year old can be quite the struggle but Joshua was engaging and she stayed still while the order was put onto the system. Joshua had instant answers to each question we asked, such as breathability (very important for child we believe) / recommendation and information of TOG and much more...He also made sure we didn't miss out on live promotions and genuinely did his very best to get us a deal on a bed/mattress/headboard/duvets/mattress protector/pillows. We got everything sorted and walked out of that store relieved, pleased and excited about our Dreams experience. Joshua is a true credit to the store and we felt so lucky Joshua engaged with us in the store. There was no hard sell, just a brilliant well informed and mindful sales person doing an excellent job. Thank you Josh!

Showed up to the store at 7;40 and they close at 8, Michelle was lovely and explained everything and then gave us space to find our mattress, Michelle offered us pillows for us to try out the mattresses and drink on arrival. In the space of 15 minutes we found both our bed and mattress and ordered and were out the store with no pressure to be gone by 8pm or to make decisions. Thanks Michelle for making this purchase easy for us.

my partner and I were really impressed with the level of customer service we received and how helpful Anne was especially when entertaining our daughter whilst trying to help us choose a new bed and mattress. Very patient and understanding and tried to give us lots of options in price/budget. You could tell Anne wanted to make sure we got the best suited mattress and bed, thank you so much for your help

I just want to express my gratitude to all the staff in helping me with my new bed. I spent what was quite a bit of money, for me, on a naturally filled mattress. After several weeks of airing it out and a strong smell remaining I was concerned I couldn't return it. Initially I spoke to Dreams customer service over the phone, but they hadn't quite understood my concern, or my invoice, and was only offering a partial credit.Following this I attended the store and spoke to Dawn, initial sales man Sam, and Josh - all of which offered me a drink whilst truly listening to my concerns. They couldn't be more understanding, they truly demonstrated empathy and I am so thankful I could speak to them in store. It turns out there was a small hiccup with customer service understanding a new returns policy, but Dawn and Sam give me several options and assurance the mattress could be returned. I don't think of myself as a complainer, but the mattress just unfortunately wasn't fit for purpose. Sam took the time with me today to find a synthetic alternative and the exchange is underway.Thank you again. I have since recommended the store to a friend who has also been super happy the customer service experience.

I had a great experience visiting their shop yesterday. An assistant greeted us soon after entering the store, asked for our preferences and Dawn went above and beyond to find a matching bed and mattress for us. We were lucky to find some great deals too and bought our new bed and mattress in a very good price. Perfect example of a great customer experience.