fitzscoob

We recently bought a matress from their store in Harlow.

The first time we went in wasnt that great. The sales guy that spoke to me was a bit of a ****. As soon as we walked through the door we were pounced on. After about 5 minutes of telling the guy that we just wanted to look he left us alone - only for another guy to swoop in and then the two of them bickered over who gets to deal with us!

By the time we found a matress and a bed we liked, the guy was so keen to make us use the credit facilities that he explained it to me in such a condescending manor. "Look at it this way mr X, this bed equals the same amount as buying 10 lottery tickets per week - nothing is it" etc etc etc.

This soon became frustrating so we left, bought a bedframe from John Lewis, but went back to Dreams to order the mattress.

The second time we went in, monkey #1 and #2 were no where to be seen. It was much easier.

JTaylor

Spoke with the retail director last night who confirmed that there have been a few challenges in terms of fostering the right culture. One of the solutions seems to have been to attract the right kind people to the business, whilst shifting the focus onto customer service, developing customer loyalty and ending the kind of spivey up-selling that fitzscoob talks about. It's clearly important for the business to maximise sales opportunities, but not to the detriment of long term public perception. Offering a significant basic salary and team based bonuses has, I'd suggest, addressed the embarrassing scramble for 'punters'. If I saw that happening in a store for which I was responsible, I would applaud the hunger to do business but also encourage restraint and etiquette in equal measure.

Goodstuff so far, any other feedback?

SwissTony

iTrader: (19)

good news on the offer....
(obviously they were having a slow hiring day and so accepted your flimsy CV )

offer of a bed, curry and beers all on mate, just give us a bit of warning..

scoob_babe

Sales manager in Watford was very good and went through different kinds of base / mattresses etc for us.

JTaylor

Nice one Chris, the other candidate turned it down . See you soon .

Thanks for the feedback SB.

Smiler

I think Dreams are wondefrul

Last year we bought a headboard and new Matress. The deposit covered the headboard and we would pay the remainder upon delivery.

At the agreed time delivery took place but they never took or asked for the remaining balance.

Maz

iTrader: (34)

Hmmm, all goods remain the property of the company until paid for in full. Having said that I doubt they will want a used mattress back! Maybe a more robust staff training regime is called for!

JTaylor

JTaylor

Just re-read this post Pete. That sort of practice doesn't appeal at all! I've told my would-be masters that I've conducted a 'feedback session' () on a popular car enthusiasts website (just to throw them off the scent), so I'll put this to them.