Dreams Guildford

A shining example of why the high street is dying. Pushy sales staff without even the slightest trace of social skills making very transparent attempts to sell products that earn them the most cash regardless of what their customers tell them.

We visited the store and to their credit the staff were immediately attentive and welcoming. However, this is where the positive experience ends. Despite being upfront with them about our budget and intentions, we were repeatedly bombarded with high pressure sales tactics designed to bully us into parting with far more money than we intended.

When she broke out the tiny model of the inside of the £2000+ mattress she was trying to push on us I felt like curling up around my overpriced sample pillow and crying. Never mind that it was clearly out of our budget - we were being pushed towards a mattress with a 6 week lead time after explicitly stating that we needed something to sleep on immediately.

At every opportunity the sales staff tried to pressure us into buying with them by trying to add more and more items to our shopping list - overpriced pillows, unnecessary mattress protectors, premium insurance policies - this kind of outdated, scummy selling is what drives people away from your stores and into the arms of online stores who put customer service first and actually have some pride in themselves.

The staff are clearly paid on commission based on how many add-ons they can secure for each sale. It shows.

At one point I very clearly stated that we simply wanted to buy a mattress, nothing else, and was met by a fresh barrage from the store manager.

You’d think that someone in that position would be an improvement, but during our whole exchange he became increasingly insistent that we place down a deposit to secure a product we clearly did not want. When asked if said deposit was refundable, he dodged the question and became more aggressive.

The icing on the cake is that the fantastic, one day only, put a deposit down or leave it deal that I was offered is now, 3 days later, still being advertised. Everything about this store reeks of dishonesty and contempt for their customers. Do yourself a favour and take your custom literally anywhere else.

Pauline was incredibly helpful and patient in helping me choose my new bed. Great product knowledge and understood my needs. Very happy with the mattress I purchased and arrived promptly. Every shop needs a Pauline!

We had a great experience thanks to Rosy (Rotaina) she was so kind and helpful, she worked with our budget and was just so lovely. We have got a great mattress and are overall so happy with the service. Thank you so much, Rosy is an absolute credit to Dreams, I hope she continues to do really well in the store. Thank you, Natasha

Fantastic service from Tammy/Tamara at the Guildford branch. Only went in to have a look and she offered us to try the sleep machine which was really cool. She then gave us a pillow and showed us a option of beds to try. Ended up buying an amazing mattress and pillows at a great price. Can’t wait to receive it and hopefully get a great nights sleep.

Had a wonderful experience with Rosy. She was incredibly attentive and friendly and I could tell she was genuinely interested in helping us. A credit to the team and I look forward to coming back in the future. I was so pleased with Rosy’s wonderful customer service that I have even told my friends and family to ask for her should they need a new mattress any time soon!

Great customer service. Good choice of well made beds.

Delightful shop with some superb mattresses and frames on display, I was spoilt for choice.Staff were very helpful.

THIS NOT A REVIEW OF DREAMS AND BEDS IN GENERAL, JUST THE STORE IN GUILDFORD: The Stuff there are incredibly deceitful and rude! We bought a very expensive mattress there after they heard me say to my wife - “let’s get it online”.
A lady heard me and said “buying things online is not good for the actual stores”, she said “support the local shop”. To which I totally understood and agreed. With good faith we bought the mattress after about 45mins - an hour in the shop we weren’t given anything in-terms paperwork before the purchase I.e T&C. We told weren’t sure about the firmness of the mattress. Then we were told to buy it anyways and if we find it uncomfortable we can change it within 40 nights of sleeping on it.
When the mattress arrived, it was too hard and we didn’t like it, it was uncomfortable. Went back in the shop and they said we would have to pay £49 to get it swapped for comfier one. We spent an hour in the store, they went through all the details and “forgot” to tell us about the £49 if we wanted to swap!
When we went back 3 weeks later, there was no more “all the stores are going to go out of business” they were so rude! They sent us the T.C after the purchase was made not before! So, buy your beds online if you are in and around Guildford or better still don’t buy it in Guildford. I called customer service and they were brilliant! Plus they took the £49 off! Guildford store if you don’t want go out of business may I suggest that you 1. Don’t miss the detail about the £49 to swap a mattress especially if people aren’t sure about the firmness of the mattress they like. 2. Let them see the T&C before they commit to buying, not after! 3. Just be nice to people.