Bed Factory Direct Reviews

Name: Bed Factory Direct
Address: Bed Factory, Marl Road, Knowsley Industrial Estate, Bed Factory, Marl Road, Knowsley Industrial Estate, Knowsley
Rating: 3.93

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

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Bed Factory Direct 5 star review on 9th May 2022

Anonymous

Anonymous // 01/01/2019

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

“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”

Helpful Report

Posted 9 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 9 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”

Helpful Report

Posted 9 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.”

Helpful Report

Posted 9 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 9 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.”

Helpful Report

Posted 9 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 9 years ago

“We are still waiting for our bed to be delivered, we have contacted you and left a message for you to inform us as to when our bed will be coming, again, nothing from you”

Helpful Report

Posted 9 years ago

Hi Ms Sinclair, 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 9 years ago

“Took my money then told me bed wasn't in stock. Then had to wait up to 5 days for money back.”

Helpful Report

Posted 9 years ago

Hi Ms Gelsthorpe, we're really sorry that your bed wasn't in stock. It's unusual for refunds to take this long. We'll feed this back to our Customer Service Team and make improvements. We appreciate your feedback.

Posted 9 years ago

“Never turned up!! Ignored by customer services”

Helpful Report

Posted 9 years ago

Hi Mr Sutton, your goods were dispatched by Tuffnells on 16th December. If you still haven't received them please contact our Customer Service Team on 0800 138 8228 (Mon-Fri, 9am-5pm), and we will put this right for you. Thanks.

Posted 9 years ago

“The worst customer service I have ever dealt with. Two weeks delivery when originally it should have been two days. Sent the wrong bed. Ignored emails and phone calls regarding complaints. Three days off work to recieve the correct bed. Appalling service. Do not use this company!!”

Helpful Report

Posted 9 years ago

Hi Ms Bloomer, I'm going to ask one of our Customer Service Team to contact you and put this right. We apologise for the lack of communication.

Posted 9 years ago

“A Very sad experience! Had to be refunded amd even getting My Money back Was a hassle! The sale person i dealt with did not pick up the Phone when i Was calling and i had to call from other Phone Numbers each time i called! Sad that a company Does this in this day and age!horrible”

Helpful Report

Posted 9 years ago

Hi Ms Mocan, you had arranged to pay via bacs so our Customer Service Team were unable to make this refund themselves as with card or paypal. This caused a delay in the refund process. We apologise that it wasn't refunded sooner.

Posted 9 years ago

“I bought the bed over 3weeks ago, it came with castors instead of pegs and it didnt come with the bolts to put it together, i have so far phoned up 3times to get the situation sorted and 3times they have lied to me. It looks like i 'm going to have to make a complaint to trading standards and make a complaint to the police for the fraudulant action they have taken by stealing my money and not giving me the product i paid for. To top it off i have had to fork out money so i can fix the bed which will in effect make my beds warrenty nul and void.”

Helpful Report

Posted 9 years ago

Hi Mr Bacchus, we have not lied, committed fraud, or stolen your money. We have been in contact with our suppliers to send you the correct replacement parts. We don't have stock of the bolts in our warehouse. We would also have sent you a replacement bed before expecting you to fix it yourself or void your warranty. Provided you have not altered the frame in anyway or drilled etc, your warranty should not be void. We apologise for any delays and that the correct parts weren't sent first time. If you would still like us to resolve this for you please contact our Customer Service Team on 0800 138 8288.

Posted 9 years ago

“The customer service is appalling. I ordered a bed delighted at how quickly it could be delivered. The morning it was meant to be delivered I got a text saying it wouldn’t be delivered and I’d be contacted with a new delivery. After two days I hadn’t heard anything so I called and emailed numerous time but never got a reply. I had already paid for the bed so was disgusted there was no one to answer any of my concerns. I eventually found out information from Panther Logistics and I arranged the delivery with them which was the job Bed Factory Direct should have done. I most certainly will not shop with you again.”

Helpful Report

Posted 9 years ago

Hi Ms Rosenstone, apologise that you had to call Panther, we will feed this back to our Delivery Team and make improvements. We appreciate your feedback.

Posted 9 years ago

“I ordered a bed but it was out of stock and not in for a couple of weeks. I couldn't wait so cancelled the order through the email address given. I didn't receive a response so I telephoned. I got the answer machine saying the store was closed but it gave a closing time of 5 pm when I telephoned at 4. This happened twice. I emailed twice as well and never received confirmation of the email. However once I answered the call from Bed factory to say that they would deliver the following day the order was cancelled and I received an immediate refund.”

Helpful Report

Posted 9 years ago

Hi Ms Culver, we're sorry for the delay with your refund. We’ll feed this back to our Customer Service Team and make improvements. We appreciate your feedback.

Posted 9 years ago

“Bed is over 2weeks late”

Helpful Report

Posted 9 years ago

Hi Ms Young, we will feed this back to our Delivery Team and make improvements. We appreciate your feedback.

Posted 9 years ago

“Double mistress doesn't fit the double bed ordered. Tried complaining. No answer to phone or to email sent.”

Helpful Report

Posted 9 years ago

Hi Mr Whip, 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 9 years ago

“Worst online service i have used. Mattress poor quality, bed damaged. Had to take a second day off work to get replacement bed. The second bed was even more damaged than the first. Was offered a discount the first time, but not second. Ended up with shoddy products, and had lost the will after so long trying to sort out.”

Helpful Report

Posted 9 years ago

Hi Ms Meadows, 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 9 years ago

“Boxes all came damaged, once opened there was a massive tear in the fabric”

Helpful Report

Posted 9 years ago

Hi Mr Hutchins, we're sorry for the damaged delivery, we will feed this back to our Delivery Team and make improvements. If you haven't already been sent a replacement 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 9 years ago

“I ordered a bed and mattress and allowed 2-3 weeks for delivery only to be told the day before delivery was due that the bed was not in stock. Very poor service and would not recommend them to anyone.”

Helpful Report

Posted 9 years ago

Hi Ms Dunnett, we're sorry for the delay with your bed, we will feed this back to our Customer Service Team and make improvements. We appreciate your feedback.

Posted 9 years ago

“This service has been the most despicable I have ever come across and I do a lot of online purchasing. I never got a next day delivery despite receiving an email that it would hence I took a day of work to allow for this on top of that I didn't even get a phone call that it would not be coming then I had to ring myself to find out what was going on the next day I received a bed that I hadn't even ordered the wrong bed was delivered when I tried to phone back the lines and office were closed even though it was only 4.40pm and your office closes at 5pm I started to fear the worse that I was dealing with a hoax company I left lots of messages and email but no reply when I eventually got through the lady on the phone refused to accept they had sent the wrong bed despite me telling Her to check the website because on line I ordered a leather bed and I was delivered a fabric eventually after 20mins on the phone she Checked the website and said sorry the website is advertising the wrong fabric and she will get it looked at. I was absolutely fuming. I will certainly be never dealing with this company again.!”

Helpful Report

Posted 9 years ago

Hi Mr Ali, we're sorry that your bed was delivered late, the bed did leave despatch on time but our courier service contacted to let us know it would be one day late and notification was through SMS. We have checked our system and the bed ordered was a fabric bed as stated correctly on our website. If you do have any other issues please could you contact our Customer Service Team on 0800 917 6518. We appreciate your feedback.

Posted 9 years ago

“Calamitous. Ordered bed, Website didn't pick it up. Ordered again, delivery time confirmed for 4 days away. Notification received that this wasn't possible 2 days before delivery. Cancelled order. Email did not get through as no one picks up replies to automated emails. Couldnt contact staff because Friday afternoon there is no one on the phone. Had to call store in Liverpool. Finally got a response. Cancelled full order. Payment still went out of my account. No refund for a week. Contacted BFD again. BFD waiting for confirmation that I wanted refund. Sent bank details. No refund one week later. Emailed again. BFD tells me my bank information went to wrong department. Received refund a few days later. Staff were pleasant, but the company and system incompetence means I will never use BFD again.”

Helpful Report

Posted 9 years ago

Hi Ms McDowell, we're sorry for the delay in cancelling your order and refunding your bed. We will feed this back to our Customer Service Team and make improvements. We are available on Friday afternoons and will check why on this occasion your call wasn't answered. We will also check why there was an issue with your refund. If you do have any other issues please could you contact our Customer Service Team on 0800 917 6518. We appreciate your feedback.

Posted 9 years ago

“Ordered a bed which was relieved promptly. Just moved house so didn't unwrap until a couple of weeks later. Headboard broken and chipped. Called company who asked me to send pictures. Did this and received an email back informing me that as it had been so long between delivery and informing them of damage they could be sure when damage occurred and do offered me a £20 refund! Emailed explaining that we had recently moved house hence the delay in unwrapping the bed and that I wasn't happy with £20 refund- no reply. Very poor customer service.”

Helpful Report

Posted 9 years ago

Hi Ms Macdonald, we appreciate your delay in opening the goods when received. We do state in our terms and conditions: "4.6 Please check your items upon delivery, items must be in a satisfactory condition before signing for the goods." This is to ensure that if there is damage we can also return the item in time if it is from a supplier and not manufactured by Bed Factory. As a gesture of goodwill our Team offered a payment to cover the damage. If you would like to discuss this further please could you contact our Customer Service Team on 0800 917 6518 and we'll be happy to help. We appreciate your feedback.

Posted 9 years ago

Bed Factory Direct is rated 3.9 based on 874 reviews