Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

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

Write Your review

Tell us how Bed Factory Direct made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“I received a frame bad wich i think was refused by QC. I had to pay £45 to pick it because one of your staff forgot to put my phone nr. And i had pay a taxi to collect it, i've sent you an emai with the frame damaged but you didn't even respond.”

Posted 9 years ago

Hi, we're sorry for delay, we will feed this back to our team and make improvements. If there's anything else we can help with please contact us on: 0800 917 6518 (Mon-Fri, 9am-5pm) and we will put it right for you. We appreciate your feedback.

Posted 9 years ago

“I placed my order for delivery on the 31/3/15 paid full amount via PayPal, got a text confirmation from the bed factory @ 853 pm on 30/03/15 stating my delivery was ready for dispatch. Then on the morning of 31/03/15 received a text message at 803 am stating my delivery had been damaged and wouldn't be delivered!!! After 3 and a half hours of frantic calls and panic found out that the bed factory had made a mistake and my bed would be delivered as expected. NO SORRY NO COMPENSATION NO COURTESY CALL NO CUSTOMER SERVICES AT ALL. I wouldnt use these people again.”

Posted 9 years ago

Hi Mr Adams, we're really sorry about the mistake with the text message and communications, we will feed this back and make improvements. We appreciate your feedback.

Posted 9 years ago

“1. Placed order on 19 March 2015. 2. Give a preferred delivery date of 26 March 2015. 3. Money was immediately removed from account. 4, Having received no update and no delivery, I sent an email on 28 March 2015 asking if your company would please give an indication of when the bed frame is likely to be sent. Received no response. 5. Phoned company on my return from Easter holiday being morning of 8 April 2015 and was told I would be immediately called back by the 'Internet Team'. No return call received. 6. Telephoned again in the afternoon giving the person on phone a description of the service I had received at that time which was not impressive and at last was put through to the relevant office who said the company is waiting for the bed to be delivered 'hopefully mid April'. I have asked that they give me an update by next Friday. Not impressed as you can imagine.”

Posted 9 years ago

Hi Ms Mallon, we're really sorry that the bed was out of stock, I have spoken to my colleague Paul who is currently working to put this right for you. We will feed this back and make improvements. We appreciate your feedback.

Posted 9 years ago

“Firstly I specifically asked to be contacted by delivery company prior to delivery to arrange entry to my property. I returned home from work to find they had not bothered and left the bed with my elderly neighbours 200 yards along the street which I then had to carry the bed along the street by myself. When I opened the boxes up I was shocked at the poor quality of the bed. The panels on the headboard and footboard were loose, the runners on which the slats for the mattress sit were also loose. Half of the woodscrews provided did not have a thread on them, the slats for the mattress to sit on were bowed and I had to buy further woodscrews to secure them flat to the bed. When tightening the Allen bolts by hand you can hear the wood splitting inside the posts of the bed. Overall I was extremely disappointed with the bed and have already started looking online for another as I do not expect this one to last until the end if the month.”

Posted 9 years ago

Hi Mr Edwards, we're really sorry that the courier didn't contact you prior to delivery. In regards to the quality of the bed If it is damaged in anyway please contact us so that we can put this right for you: 0800 917 6518. We will feed this back and make improvements. We appreciate your feedback.

Posted 9 years ago

“Not only did your website say next day delivery on my bed which I didn't get, I also wasn't informed the bed was out of stock. As a sorry you were meant to ring me to informed me when the bed would roughly be delivered and that didn't happen. When I rang you the bed had been delayed for the whole weekend until the Monday. Again I had to ring you to get this information. I asked for a call on Monday, didn't get one. When I rang you you said you do find out and call me back. No call back so I rang you again and somehow the person on the phone transferred me to another customer!!!!!! I don't even know how you would do that. After all that, me changing an interview time and my boyfriend staying in for the bed, it didn't turn up. The bed was delivered in the afternoon........ To my neighbour. But that wasn't all the pieces, so for another night I didn't have a bed. The rest was delivered the next day. The bed itself was not in great condition, some of the slats were peeling. At this point I don't care if just want a bed. The only thing that saved this experience was that I was apologised to, however none of your callers stuck to what they said they would do and not once was I offered compensation for my delay or poor customer service. I was going to buy more furniture with you but I am so disappointed. All-in all I waited 10 days for a next day delivery bed, was infuriated by poor customer service and your couriers are truly awful. You also ruined the experience of moving into my first house ordering my first bed and so I slept on the sofa and a blow up for the first 10 days of being in my new home. Best wishes!!”

Posted 9 years ago

Hi Ms Driscoll, we're really sorry about the bed being out of stock, and the delay in communication. I've spoken to our Customer Service team who have confirmed the payment was refunded. We will feed this back and make improvements. We appreciate your feedback.

Posted 9 years ago

“Out of stock with information to the contrary”

Posted 9 years ago

Hi Mr Mahmood, we're sorry that your purchase was out of stock, we're constantly trying to improve our levels of stock accuracy and will feed this back to our team. We appreciate your feedback.

Posted 9 years ago

“Ordered a bed for a Thursday, came through damaged. Took me forever to get through to the services team who then finally replaced my bed for me. Waited the following Thursday for a delivery but that hadn't turned up with no notification it was not going to turn up. I was bedless for nearly 2 weeks! Service is rubbish”

Posted 9 years ago

Hi Ms Rahman, we're sorry for any inconvenience caused by the delay in you receiving a replacement bed. We will feed this back and make improvements. If there's anything else we can help you please don't hesitate to contact us: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.

Posted 9 years ago

“I paid for a bed and mattress. Unfortunately, I waited 10 days for the delivery of the bed and then had to email and make calls. However, I decided I did not want the purchases anymore. I contacted Bed factory and informed that to pick up the bed minus the mattress. While at the same time the reimburse me money. After I write this review I am going to check my account. I would never think of purchasing anything from this company again. I did not think your customer service, provides the care that it should.”

Posted 9 years ago

Hi Ms Chevannes, we're sorry for any inconvenience caused by the delay in delivering your order. We will feed this back and make improvements. Your refund should have already been processed, in the event that it hasn't please can you contact our Customer Service Team: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.

Posted 9 years ago

“bed and mattress are pretty good and so are the staff on the phone BUT ............whoever they choose to deliver the product is key to the overall experience and I can honestly say that the company chosen to deliver to me were fairly useless. from not passing on messages to the driver, me having to spend unknown amount of time trying to ring them for 4 days on the trot - no reply to the phone calls, having to ring the bed factory at least 6 times but they couldn't get through and had to rely on unanswered email messages to the company. Bed arrives but no mattress - which it turned out was the bed factory's fault having not distributed it. Mattress arrives and literally I had to stand at the door of the van and prevent all other deliveries from falling out. Suffice to say that the bed head had been slightly damaged but I couldn't go through anymore hassle and ask for a replacement I wrote and complained to the delivery company and surprise surprise I have had nothing back.”

Posted 9 years ago

Hi Ms Mossop, we're sorry for any inconvenience caused. We will feed this back and make improvements. Please can you contact our Customer Service Team as we would like to put the damage right for you: 0800 917 6518 (Mon-Fri, 9am-5pm). We appreciate your feedback.

Posted 9 years ago

“Ordered a mattress on a Wednesday night, decided 30 mins later I wanted a bed to, so sent an e-Mail for it to be refunded. Was given a confirmation of refund e-Mail on Thursday morning, this was 3 weeks ago. Still no refund. When I've been chasing it up, it takes then days to reply. Horrible service, I've only given it 1 star because it's the lowest they have. I'd rather give 0.”

Posted 9 years ago

Hi Ms Broadley, we're sorry for any inconvenience caused. 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 9 years ago

“Bought bed, paid in full. You advised sold out. Haven't received a refund!!”

Posted 9 years ago

Hi Mrs Tarren, we're sorry for any inconvenience caused. 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 9 years ago

“We had confirmation of our order on 08/02/15 . We received our mattress on the delivery date given to us but unfortunately the bed was out of stock and we wasn't informed of this until the day before the delivery was expected . We were asked if we would like to change our bed order or wait until stock became available at the end of February , we decided to wait for the bed to come back in stock . Nearer the end of February we were informed once again that the bed would not be available until 6th March , we are still waiting for our bed to be delivered so although I found all customer service staff to be polite and apologetic we find this overall service to be very poor and will not be ordering with Bed Factory Direct in the future .”

Posted 9 years ago

Hi Ms Dutton, we're sorry for any inconvenience caused. We'll feedback to our Warehouse Team and make improvements. If this issue hasn’t already been resolved 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 9 years ago

“Shocking service. Ordered a bunk bed expecting next day delivery. I finally received the order 3 weeks later, spread out in a number of deliveries, two of which no one turned up on the day, the others I was not informed of delivery. Part of the bed had a huge break in it, so I had to return this, although Bed Factory expected me to take photos and email to them first!! I had to make phone calls every day to both the Bed Factory (who several times I could not get an answer from during their short office hours) and to the carriers to try to find out what happened to my order. Staff at Bed Factory did not seem to know what was going on and did not go out of their way to ensure problems were solved. The last part of the bed has finally been delivered and is also broken. I do not have the time or energy to have this collected again then wait for a replacement, so I am stuck with an inferior quality product and have been offered no compensatory gesture from Bed Factory. Extremely disappointing, would never order from them again.”

Posted 9 years ago

Hi Ms Anderson, I'm going to ask one of our Customer Service Team to give you a call and an update on this asap. Sorry for any inconvenience caused. We appreciate your feedback.

Posted 9 years ago

“After many delays and set backs I thought I had received my order almost 3 weeks after making my order of which the full amount of money was taking from my account instantly, only to find only half of my bed was sent and the mattress came from a different courier, this meaning I had to lose more time from work at a great cost to me as I then had to take another day off to wait for the other half of the bed! There is no way I would recommend anyone to use bed direct. Very frustrated customer B Morgan”

Posted 9 years ago

Hi Ms Morgan, I'm going to ask one of our Customer Service Team to give you a call with an update on this asap. 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 has gone into administration. We are still delivering all orders via other carriers however there have been delays in the short term. We are doing our utmost to communicate to Customers any changes with orders, we’re sorry we didn’t update you sooner, and appreciate your patience at this time. 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 9 years ago

“My experience with the Bed Factory has been appalling. I am still waiting for a mattress that was supposed to be with me on the 5th Jan. The customer service has been 'ok'. They did not even get my delivery address right. I would not use or recommend the Bed Factory to anyone and would urge people to stick to reliable companies such as IKEA. Despite all their mistakes, I have not been offered any compensation. I really wish that I had not ordered anything with them all those weeks ago to save myself the hassle.”

Posted 9 years ago

Hi Ms Lee, I'm going to ask one of our Customer Service Team to give you a call with an update on this asap. 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 has gone into administration. We are still delivering all orders via other carriers however there have been delays in the short term. We are doing our utmost to communicate to Customers any changes with orders, we’re sorry we didn’t update you sooner, and appreciate your patience at this time. 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 9 years ago

“I am frankly beyond disappointed with the service I have received from the Bed Factory Direct (BFD). I order a bed from their website on 28th December, the model I chose was a fairly cheap model, but one of my primary reasons for choosing as I did was the fact that it stated that it was in stock and had Free Next Day delivery. What the website did not inform me was that BFD was closed for the Christmas period until 5th January. No matter I thought, my order will be processed on 5th January and I shall expect my bed on 6th January. This was not the case, I heard nothing from BFD and did not receive my bed. I eventually contacted them on 7th January to find out what was going on. I was told that they were in the process of changing couriers and that therefore they could not say when my delivery would be, but they would confirm and call me back. I was then informed that my delivery would be on Friday 9th January. I received no delivery. On Monday 12th January I got a text from the courier stating that the delivery would be between 11 and 2pm that day. I received no delivery. I called the courier, for I had their number now, on tuesday 13th to be told that the text was sent in error and that the delivery would actually be that day. Upon returning home, I had my delivery, or so I thought, what I actually had was only 2 out of the 3 parts of my bed, I was missing some of the vital components. The following day, I attempted to call the courier, to be met with a constant engaged tone. I called BFD and they told me they would contact the courier on my behalf and sort out my delivery, but that they were getting the same problem with the courier. The following day I had not heard anything, and so had the same conversation with BFD as the previous day. On Friday 16th January, I managed to get hold of the courier and explained the situation they promised me that I would have my remaining box by Saturday 17th January. As I write this on 18th January I still do not have the final part of my bed. For a 'next day' delivery it is some 21 days later and I am still without my bed. I cannot recommend highly enough that you go elsewhere to purchase a bed.”

Posted 9 years ago

Hi Mr Snowden, I'm going to ask one of our Customer Service Team to give you a call with an update on this asap. 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 has gone into administration. We are still delivering all orders via other carriers however there have been delays in the short term. We are doing our utmost to communicate to Customers any changes with orders, we’re sorry we didn’t update you sooner, and appreciate your patience at this time. 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 9 years ago

“Avoid at all costs!! Was promised 4 different delivery dates, that all came and went, so wasted days waiting in home for it to arrive! Customer service is non-existent! Several times I got through to an answering message, even though it was office hours, and left messages but no one ever responded! After much perseverance, did manage to speak to real people, who just fobbed me off, promising they would look into it and get back to me..but they never did! That happened 3 times, the 4th time I demanded a refund, but was told that was not possible as the item had left the warehouse! Which is against the law due to Distance Selling Regulations! Demanded to speak to a manager, who also said the same, his hands were tied until they located the bed and it was returned to them. It is only then that they could issue a refund, but it would take 3 to 5 days on top of that to credit! They didn't mind taking my money 3 weeks before when I ordered! I demanded a refund that day, or my bed to be delivered that day, or I would take it further. He told me to 'go ahead' as he still wouldn't be able to do anything! He finished the call by saying he would look into it, and call me back. Four and a half hours later, still no phone call, but my bed had arrived!! Well, 2 out of the 3 boxes needed!! Apparently the courier had missed it off the lorry! So I was promised it would be with me the following day..well that came and went! XDP's customer services are even worse than the Bed Factory! Several messages left, but no replies! Finally managed to speak to someone by going through the business accounts option! Nice lady then transferred me to customer service. I was told there were no couriers delivering in my area that day, so it would come tomorrow! Again, tomorrow came and went, and still no box to build my son's bed! Went through the same process to speak to someone, and was told the same, that there were no couriers delivering in my area! I was then promised it would definitely be with me the following day. So 4 days after the first 2 boxes arrived, I finally had the 3rd box to make the bed!! All in all, 4 weeks on from ordering!! My husbands parcel from China, ordered on the same day, arrived a week before the last box!! And more ironic, the place where the bed was distributed from, was actually in my home town! So I could have cut out the useless middleman that is Bed Factory, and gone to get it myself!!! That said, I cannot fault the bed, it is a very good quality item, considering the cost was so low. Really pleased with the bunk bed, but shocking, atrocious service from Bed Factory and XDP couriers!”

Posted 9 years ago

Hi Ms Butler, I'm going to ask one of our Customer Service Team to give you a call with an update on this asap. 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 has gone into administration. We are still delivering all orders via other carriers however there have been delays in the short term. We are doing our utmost to communicate to Customers any changes with orders, we're sorry we didn’t update you sooner, and appreciate your patience at this time. 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 9 years ago

“I can't believe you are asking for feedback, what a terrible service. delivery was made without the bed on! My wife and I had to sleep in the sofa for 2 days whilst the delivery was rescheduled. What a joke, using you again! Regards Jake chadwick”

Posted 9 years ago

Hi Mr Chadwick, I'm going to ask one of our Customer Service Team to give you a call with an update on this asap. 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 has gone into administration. We are still delivering all orders via other carriers however there have been delays in the short term. We are doing our utmost to communicate to Customers any changes with orders, we’re sorry we didn’t update you sooner, and appreciate your patience at this time. 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 9 years ago

“I am still awaiting confirmation of a refund. I paid £25 for a guaranteed Saturday delivery, however only the mattress arrived, with the bed frame arriving on Monday. Please can you let me know where we are with this? Many thanks, Chris Gray”

Posted 9 years ago

Hi Mr Gray, I'm going to ask one of our Customer Service Team to give you a call and an update on this asap. Sorry for any inconvenience caused. We appreciate your feedback.

Posted 9 years ago

“Very poor, very suspicious, what a waste of our time hanging about for people who are not even coming, paid extra for saturday delivery three weeks ago, only half the order turned up, did not turn up the next saturday as agreed and we waited all day for, finally they could not give a pre agreed one hour slot during the following week where we could come from work and meet the courier. After they missed the deadline we gave to them we went to another company and delivery was made the next day, and in an evening time slot when we could be there. Have asked for a refund for the missing items, got an email 2 days ago it would be given 'shortly'. Given a refund takes 2 minutes by pressing buttons on a credit card machine you would expect shortly would be a couple of hours at the most, now nothing, no refund and no reply to the two follow up emails enquiring.”

Posted 9 years ago

Hi Mr Carlisle, we are sorry that we missed the Saturday delivery. Unfortunately we do not offer delivery of an evening and are glad that you managed to find a delivery service that could deliver during those hours. As our delivery was turned away when we attempted to deliver to you we will refund you the full amount, however this will be when we receive the goods back to our factory from the delivery company.

Posted 9 years ago

«
1
2
...
3
4
5
6
7
»

Bed Factory Direct is rated 4.0 based on 863 reviews