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Bed Factory Direct Reviews

4.0 Rating 863 Reviews

77 %

of reviewers recommend Bed Factory Direct

Company Reviews

Product Reviews

4.0

Based on 863 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 24%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	6 - 12 Hours

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Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

Bed Factory Direct 5 star review on 9th May 2022

12

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

Posted 5 years ago

“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.”

Posted 5 years ago

“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.”

Posted 5 years ago

“I ordered a bed plus headboard on the 9th September it is now 26th September and still have no bed or headboard. I wouldn't be ordering another bed from this company .”

Posted 5 years ago

“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.”

Posted 5 years ago

“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 .”

Posted 5 years ago

“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.”

Posted 6 years ago

“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.”

Posted 6 years ago

“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.”

Posted 6 years ago

“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.”

Posted 6 years ago

“Not for overseas landlords...cannot accept payments with British bank cards if the billing address is not in the UK. System used is SagePay - probably another one to avoid.”

Posted 6 years ago

“Bed arrived with black marks, torn undercovers and soaking wet with yellow staines. Still not received a refund. On the positive side communication with delivery was very good.”

Posted 6 years ago

“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!”

Posted 6 years ago

“I ordered a studio bed and mattress which were scheduled for delivery on a Monday. The mattress arrived and was fine. BFD then promised an AM on the Wednesday but it failed to materialise before noon and, on contacting BFD they said that they could re-arrange for Thursday (all day) but not AM as they said they could only offer one. The bed arrived at 1pm as I was leaving so I accepted it. When assembling the bed frame, one of the long bolts was x-threaded meaning that I couldn't complete the task. I found the manufacturer (not BFD) on the web and contacted them and a spare arrived the following. They are in Burnley. I will buy from them in future. I did not contact BFD regarding the x-threaded bolt as I feel that they are inflexible in respect of customer service and poorly trained and probably wouldn't know what a bolt is. Just another internet company who pay lip service to customer service and don't think that the carrier is their responsibility.”

Posted 8 years ago

Hi Mr Milson, we do accept that the carrier is our responsibility and we're always working with them to make improvements. We are not just an internet company and you or any of our customers are always welcome to visit our UK based factory in Knowsley, where we manufacture divans. Our staff do an excellent job and it's unfair to say they don't know what a bolt it. We're sorry that the delay and missing bolt issue has left you feeling dissatisfied. We're glad that everything is now resolved and we appreciate your feedback.

Posted 8 years ago

“4 missed appointments and unavailability lack of information to customer”

Posted 8 years ago

Hi Ms Sutton, we're sorry for the delay with your bed frame, we did email you to confirm it was out of stock, and asked if you would like to change to a suitable alternative or for a refund. We do apologise for any inconvenience caused. We will feed this back to our customer service team and make improvements.

Posted 8 years ago

“Ordered a bed, was a complete nightmare from start to finish, waited around 3 weeks and after numerous promises that it would be delivered and wasted time waiting around for deliveries to turn up I demanded a refund. No answer from customer services, no response to emails, worst customer service I have ever known.”

Posted 8 years ago

Hi Mr Udall, your bed frame was actually dispatched the day after your order via one of our carriers Tuffnells. We apologise and will feed this back to our Customer Service Team, find out what went wrong, and make improvements..

Posted 8 years ago

“Bought a bed a few months ago and it still smells fishy today we have to replace it and have emailed loads of times have tried to phone but have been unable to get through to anyone All of my many emails have gone unanswered i know it was cheap but you dont expect to have to pay for another bed Ms Young”

Posted 8 years ago

Hi Julie We see you have ordered a leather bed frame in September, one of our customer service team will be in touch with regards to the bed frame as it should be in perfect order from day one.

Posted 8 years ago

“Item received damaged, reported to customer service which I followed up with emails, telephone calls and pictures. Spoke to 4 or 5 different employees who all assured me that they would get it sorted, as of today (29/01/2016) I have still not had a reply, I feel this service is disgusting. Order no #100009431”

Posted 8 years ago

“Different pieces of our bed were delivered over several days spanning a two week period. The company sent a mixture of kingsize and regular double bed frame pieces. Parts were also missing from these flatpacks. We bought from them before and they messed up that order also. They almost never delivered on the days they said they would. Nightmare to deal with. Don't bother.”

Posted 8 years ago

Hi Mr Cahill, we apologise for the delays and mixture of parts being sent. We will feed this back to our Customer Service Team and make improvements. We appreciate your feedback.

Posted 8 years ago

“We paid £40 for Saturday delivery, it did not arrive & unable to contact anyone by phone, just a text to say rebooked for Tuesday. Time taken off work at great inconvenience & bed did not arrive, just text to say would come Wednesday. Again unable to contact anyone by phone. I sent email to cancel order. Had call Wednesday to see if expecting a bed. Have not yet received my refund.”

Posted 8 years ago

Hi Ms Hill, we're sorry for the delays with our suppliers, we will feed this back to them and make improvements. If you haven't already had this issue resolved please could you contact our Customer Service Team on 0800 138 8288 so that we can put this right for you. We appreciate your feedback.

Posted 8 years ago

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Bed Factory Direct is rated 4.0 based on 863 reviews