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Bed Factory Direct Reviews

3.9 Rating 874 Reviews
77 %
of reviewers recommend Bed Factory Direct
3.9
Based on 874 reviews
Shipping & Delivery
Delivery Methods
Courier, Own Driver
Average Delivery Time
Over 7 Days
On-time Delivery
Greater than 20%
Accurate And Undamaged Orders
Greater than 94%
Customer Service
Communication Channels
Email, Telephone
Queries Resolved In
Under An Hour
Read Bed Factory Direct Reviews

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Bed Factory Direct 5 star review on 9th May 2022
Jannine A.
Bed Factory Direct 5 star review on 9th May 2022
Simone S.
Bed Factory Direct 5 star review on 9th May 2022
Julie H.
Bed Factory Direct 5 star review on 9th May 2022
Nick F.
Bed Factory Direct 5 star review on 9th May 2022
Phillippa S.
Bed Factory Direct 5 star review on 9th May 2022
Mr M.
Bed Factory Direct 5 star review on 9th May 2022
Guest
12
Anonymous
Anonymous  // 01/01/2019
2 parts missing sent for replacements wrong size sent
Helpful Report
Posted 10 years ago
Hi Ms Gillard, we're sorry for any inconvenience caused by the incorrect parts being supplied. Please can you contact our Customer Service Team so that we can put this right for you: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Excellent product, good quality however site states next day delivery but the company have set delivery days for each area so this is a false advertisement on their part. Also poor customer communication, I rang to complain about the delivery, had to leave a message and no one has ever returned the call.
Helpful Report
Posted 10 years ago
Hi Ms Finnigian, we're really sorry for the delay you may have heard on the news over the Xmas period that one of our main delivery companies City Link went into administration. We are delivering all orders via other carriers however there have been some delays in the short term, we're doing our best to try and meet next day delivery, but we're not quite back to hitting our 100% target yet. We're sorry we didn't update you sooner. If there's anything else we can help you with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
I was a bit put off by ordering my mattress online before xmas, only to read the small print about near non-existent xmas delivery. I then had to arrange thru Bed Factory`s office to get my mattress delivered on the Saturday, having returned to work after the xmas break. Re-arranging the delivery for the Saturday was simple when dealing with the younger woman with the accent....she seemed to know what she was doing, in contrast to the well to do sounding woman without the accent....who seemed to complicate the simple process of a re-arranged delivery.. No matter.....delivery was on the Saturday as promised by the woman with the accent and the product (Topaz ortho mattress) just the ticket.
Helpful Report
Posted 10 years ago
When booking, you are not told how long delivery will be. Requested Saturday delivery and was only told that the bed would be delivered the afternoon before delivery. Was told that delivery would be between 9.20 and 13.20 and bed arrived @ 16.20. Headboard wasn't delivered and not informed about this. Bed was comfortable though no instructions for assembly.
Helpful Report
Posted 10 years ago
Hi Mr Gillespie, we always do our very best to offer an accurate delivery slot, however on occasion delays can be caused by traffic conditions etc. We will always try to send items that are instock and available as soon as possible. Where items such as your headboard aren't in stock we will send them separately at no extra cost to save the whole order being delayed. We don't currently offer instructions for assembly with divans, however where a customer is unsure they can always call our Team who are always happy to help via the telephone. We apologise for any inconvenience you have been caused and if there's anything else we can help you with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback
Posted 10 years ago
Was really naffed off that the delivery company you use refuse to put the bed in the bedroom and just left it in the porch
Helpful Report
Posted 10 years ago
Hi Ms Loustau, as your delivery was a frame which comes boxed we usually don't offer delivery to room of choice with these products. Apologies for any inconvenience caused. If there's anything else we can help you with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback
Posted 10 years ago
Although the quality of the product was fine, there was a substantial delay in our order, due to delivery dates with the manufacturer not working out. The delay wasn't too bad to handle, but if we could have anticipated this delay we might not have purchased with Bed Factory, or gone for another bed order. Perhaps an idea for the future would be to make sure that the expected delivery time on the website actually matches the real delivery time, so that the customer can better anticipate the service he is receiving and avoids any disappointment.
Helpful Report
Posted 10 years ago
Hi Ms Redding, we're really sorry for the delay with your bed. We will feed this back and make improvements. We are always trying to improve delivery information accuracy for our customers and live updates from suppliers is something we would like to be able to offer in the future. If there's anything else we can help with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Still have not received my order as bed was out of stock and still waiting to be informed if when it will be back in stock. Still have not received my order and was told it would be in stock by the middle of October but have still not received my bed. Would be grateful if someone could get in touch and let me know what is happening as I have paid for a bed I still don't have.
Helpful Report
Posted 10 years ago
Hi Mr Millen, we're really sorry for the delay with your bed frame. One of our Customer Service Team will contact you today. We will also feed this back and make improvements. If there's anything else we can help with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Friendly service, however the mattress we wanted originally was going to take 4-6 weeks to be ready. One week later another phone call received to say that it probably wasn't ever going to be ready but they offered another one which was going to be ready in 2-3 days. During this phone call I was told that they would be in contact with me in 2-3 days to arrange a suitable day for delivery. Another week passed, no phone call, and an email to say that they were delivering on the following Monday. Luckily I managed to rearrange my work rota in order to be home for the delivery. The email also stated that someone would ring me before Monday to say what time it was going to get here. No phone call. On the Monday afternoon I emailed them to ask what was going on and what time it was to get here. No reply for several hours and then when the reply did come through it said it should already be here. During this hour, the delivery arrived. Wasn't the simplest of transactions however quality of the products was great value for money.
Helpful Report
Posted 10 years ago
Hi Ms Longworth, we're really sorry for the delay with your mattress, and lack of communication about your delivery. We will feed this back to our Customer service Team and make improvements. We're really glad you're happy with the mattress. If there's anything else we can help with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
tookthree dates to deliver headboard. didn't come with bed. Supposed to come next week, didn't come on day stated. Supposed to come next day, didn't. finally arrived the next morning. poor management.
Helpful Report
Posted 10 years ago
Hi Ms Hesketh, we're really sorry for the delay with your headboard. We will feed this back to our Customer service Team and make improvements. If there's anything else we can help with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
The delivery and pre service of the purchase was excellent, very quick delivery and all of the items were packed neatly and easy to access. The reason however for my rating is that the bed I purchased was not really fit for two people, I purchased this bed 3 weeks ago and already three bed slats have completely broken, despite no excessive force being applied to the bed to cause this. I am very upset as I spent over £100 on this bed frame and feel really disappointed with the quality of the bed slats, the mattress and overall look of the bed is brilliant however the bed slats have been a major problem and seem to be quite flimsy. Quite disappointed with my purchase.
Helpful Report
Posted 10 years ago
Hi Ms Lally, we're really sorry that the slats on your bed frame have broken. Please give our Customer Service Team a call so that we can see if we can put this right for you: 0800 917 6518 (We're back open Tue, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Could not leave a review because it would not allow me to so it is fixed, The Soft mattress I ordered and received, is not Soft, It is a hard mattress that looks nice, Ive had to go and buy a mattress topper to make it comfortable to sleep on, hate to think what your hard mattress is like, but I dont like the mattress and will prob sell it, so no I wont be coming back, A Soft Mattress is meant to be Soft, not hard as Nails, the mattress is supposed to give where the body lays on it and contour to the body, this mattress stays hard and does not give at all, waist of money really !
Helpful Report
Posted 10 years ago
Hi Mr Wakely, we're really sorry that your mattress isn’t soft enough. Please give our Customer Service Team a call so that we can see if we can put this right for you: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Got sent wrong instructions and equipment for the bed I purchased.
Helpful Report
Posted 10 years ago
Hi Ms Samways, we're really sorry about the wrong instructions and equipment you received. We hope the issue has been resolved to your satisfaction. If there's anything we can help you with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Apart from sending wrong order 4 days too early!! Arrived with mattresses which had not been ordered and delivery man checked we had paid right price. Man who laid new wood flooring in bedroom only been gone an hour so we managed to get bases into living room til cleared-up. Now we have slept on them for 3 nights found them comfortable and drawers good though one sticking a bit. Feet castors - not as shown on picture.
Helpful Report
Posted 10 years ago
Hi Ms Lockley, we're really sorry for the mix up with your delivery. We will feed this back to our Customer service Team and make improvements. We're glad you're happy with the quality of the bed. We’re actually adding feet options to our divans this week so that customers can have the same feet as pictured. If you would like a different option please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Issues were all to do with delivery. Were promised bed on certain date but it never arrived as it hadn't been picked up by courier. Rescheduled delivery for a week later but again not picked up because person I had been dealing with at Bed Factory was off that day. Bed fine when it eventually arrived but need to get delivery sorted out and ship items when promised.
Helpful Report
Posted 10 years ago
Hi Mr Bruce, we're really sorry for the delay of the bed. We will feed this back to our Customer service Team and make improvements. We're glad you're happy with the quality of the bed. If there's anything else we can help with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Good customer service from the Bed Factory, however the divan base & mattress were delivered on separate days from the firm Bed Factory used and my divan 'firm' mattress isn't firm anymore despite being only 2 months old......
Helpful Report
Posted 10 years ago
Hi Ms Harvey, we're really sorry that you have an issue with the firmness of your mattress. Please contact our Customer Service Team so that we can try to resolve the issue for you: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Good bed and a reasonable price. However our new-build address and postcode caused havoc for them and their courier. 2-3 day delay and lots of phone calls to their helpline. Staff their friendly enough and took the problem personally.
Helpful Report
Posted 10 years ago
The bunk bed we ordered was badly damaged (although it came directly from the manufacturers and was not bed factory's fault). The staff we spoke to about it were extremely friendly and very helpful, but our complaint would have be the time it took to sort out, the kids were sleeping on the floor for two weeks.)
Helpful Report
Posted 10 years ago
Hi Ms Mcginty, we're really sorry about the damaged bunk bed you received, and the delay in addressing the problem. We hope the issue has been resolved to your satisfaction. If there's anything we can help you with please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.
Posted 10 years ago
Bed Factory Direct is rated 3.9 based on 874 reviews