"Shameless. I like other reviewers have come a cropper of the horrible service this company offer. Topped by the classic:
"Please accept our apologies for the inconvenience caused by this. Regards, bed factory direct"
Ordered a bed 1 month in advance to make sure it would be delivered on the specified day. We are having our old mattress and bed uplifted so everything was set up to happen on the same day.
Emailed a confirmation 3 days in advance of delivery to make sure everything was proceeding and got a response saying yes all delivery was scheduled everything good. Then comes the email a few hours later to say no sorry actually we aren't able to make the bed as there's been a problem with the fabric roll. it would take two days to fix (which would be the delivery date. but they wont deliver it for another week after that because of the delivery schedule.
That's fine to have a normal delivery schedule once a week for Scotland if you don't have many customers (I now know why) - but if you mess up after my planning a month in advance I'm sorry but BFD it is on you to deliver the bed outside of your regular schedule.
next response was:
"Very sorry for the delay with this. The 12th is the soonest we can get this to you. We only go to Scotland once a week every Wednesday and if we sent this on a courier it would not arrive any sooner as they usually require 48 hours to scan goods into their depot.
Please accept our apologies for the delay"
If this is the case then get a new courier. But do not punish me for your shortfalls. So in summary - Unreliable, over promise and under deliver, and totally unwilling to do anything to right their wrongs."
"DO NOT USE THIS COMPANY!
I purchased a mattress from this company in June 2018. Thinking that I quite liked it, I purchased the same one in a different size in October 2018. What arrived was completely different, the first mattress was firm, the second one was very soft, like a waterbed. The second mattress also came with no label or paperwork to prove it's the right one. I asked for a refund or exchange, which they refused unless i paid the courier fees, which come to around £70 - half of what I paid. They sent me the wrong item and refuse to take responsibility for it."
"Absolute disaster. My worst online shopping experience EVER. Had to cancel the order due to non delivery after 1 week. Courier Company has not got a clue and not bothered in the least. More than a month later and I am still waiting for my refund."
"The service I received was totally unacceptable, I was given a delivery date and the day before I was told by email that the couriers was rescheduling their deliveries due to delay. I have been in touch with couriers who informed me that they only received my order the day before a couple hours before my email. I was told my order was with the couriers and collected thursday evening then Friday morning then they was not able to see the collection information so could not tell me. I am still waiting for the customer service manager to phone me back in regards my complaint since Friday. The couriers Keen and Able have been very helpful and kept me up to date in regards the collection and delivery process unlike bed factory direct themselves who put the delay totally on the couriers."
"big mistake buying form bed factory direct .first have to wait for my bed to be deliver and after chasing them for days got delivery and surprise surprise one they deliver me broken bed and on top mattress is missing from the order which they never send for delivery. now I am keep ringing them every day for money of my missing mattress and to collect their junk and refund me my money but bed factory direct customer services team is so well train on not to give straight answer or to help customers ,this is totally a fraud company .
I am reporting them to trading standards .and will do my best to chase these scum bags ."
"Persistent failure to deliver on agreed date; items promised on Tuesday were again promised on Wednesday and then Thursday, before being finally delivered on the Friday.
Not kept informed about delays which resulted in days spent waiting in for deliveries.
Tracking not updated, telephone calls and emails left unanswered, messages not returned.
I bought two beds and was offered a ten percent discount on my next bed, as a sweetener. Really, how many beds do The Bed Factory think I need?
And reading the reviews below it would appear I am joining a long list of dissatisfied customers."
"Delivery was moved from a Saturday to a Monday - spent all weekend trying to get hold of the courier - for which BFD provided no help. Support were completely uninterested in helping - and decided to refund me rather than reschedule the order to the following Saturday. All in all, I'm not impressed. Save yourself the hassle and go elsewhere."
"This company is a nightmare when things go wrong as the reviews show. I ordered a bed and headboard, no problems with communication and delivery. However the headboard was badly damaged when I opened it. The company have taken no responsibility whatsoever for this, saying that it must have been caused by the way I opened it. Anyone can see by the damage that this is not the case, it is stress splits along creases in the headboard, probably caused by the material being put on too tightly. They have a clever way of dealing with things. Their customer service operators are polite friendly sympathetic and apologetic, but totally useless. They promise phone backs from 'supervisors' that never happen. They rely on the customer giving up. I went as far as legal action but the cost is prohibitive so I have now had to also give up. Don't use them, its too big a risk. My bed has now also split but it is clearly useless to try to complain."
"Bed ordered for delivery today (Friday). I had to call to find out when it would be delivered to be told that due to a forklift accident my bed was not available on the day it was due to be delivered so presumably I would have waited all day with no call to me had I not called. I was offered an alternative in stock and given the impression that it would be delivered today if ordered before 12.15 to be told it would be delivered Monday. I asked for a refund. Shoddy service, poor communication and misleading. I now have to buy again a week later."
"The bed, a faux leather divan bed, is OK and rather comfortable, but the bottom half was damaged and there was a screw missing. Delivered replacement one week later. Communication was very good and the delivery guys great but they should invest a bit in product quality control."
"The bed was delivered on the day promise, but was incomplete. After contacting customer services, they located the remaining package and dispatched immediately for next day, first drop off. I received 3 calls keeping me informed and the bed arrived 9am as promised, including another follow up call, just as the driver arrived, to ensure satisfaction. The bed was wrapped very will, quality excellent and easy to assemble.
After being somewhat nervous to order such an item online, i am really pleased with the product, the company and customer service from both supplier and delivery driver.
Would recommend then to anyone."
"1 star only because there is not a Zero option!
This service has been a joke. Order was placed and when I did not get a confirmation email I called to be told that there was a technical issue but they would manually process the order. Slightly helpful customer service, but failed to deliver as no email received. So I called again and spoke to Jacob, not only did he snigger when I complained, but there was no apology issued - although when highlighted, he said he had but this was not the case. There was not one ounze of empathy or understanding why the situation would be so frustrating. Jacob personally promised to call to confirm the order was placed, no call, no email, no mattress. When I asked for his name, he asked me why I wanted it - after they failed to get back to me initially of course I am going to want a name to refer to. He probably did not want to be mentioned on a negative review! Possibly Jacob is not his name...
I am now on my third follow up call, no doubt with long hold times (like the 25 minutes on initial call) - 10 minutes on hold I am through to Jacob again, who remembers the call, says that the order was cancelled because I took too long to put in card details - but I have an order reference number! Well, you can get a confirmation number without the order being confirmed This time I did get a semi apology, but apparently they didn't have a phone number, which is incorrect, and then apparently it was up to someone else to call me ....
Do yourselves a favour and not order from this site. My experience seems to tally with numerous other reviews. I just want confirmation that my payment details are deleted so I can order from a reputable company. 3 calls to establish that I do not even have an order placed ... no, I do not want you to re-order, I would not give my money to such a firm - ever!"
"The overall service from BFD was great, there was a small wait until the bed was available, but I was kept updated and it was within the original timelines that I was quoted. Additionally I opted for the finance payment plan and that was very well organized and effortless compared to other companies.
However the overall experience was let down by the actually delivery of the bed. When moving the goods from the van and into my flat, the 2 delivery people were struggling to carry very large boxes on their own and bashed the door frames several times whilst moving. It all seemed very rushed and I was even asked to help move large boxes myself. Furhermore once I opened the package (which were heavily dented) in addition to the bumps that I witnessed myself I realised there was a gouge in the centre of one of the boxes. This was so deep that it created a hole in the furniture itself."
"Extremely pleased with my purchase. This is the second time I've used your organisation and, on both occasions, everything went really well and we are delighted with both beds and headboards.
Definitely use you again and would definitely recommend you."
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