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

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

Anonymous

Anonymous // 01/01/2019

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

“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!”

Helpful Report

Posted 10 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 10 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”

Helpful Report

Posted 10 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 10 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”

Helpful Report

Posted 10 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 10 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.”

Helpful Report

Posted 10 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 10 years ago

“Very low quality work, each box you open you get one damaged or faulty . they send it without final check.”

Helpful Report

Posted 10 years ago

Hi Mr Soltani, we're really sorry about the damaged items you received on this occasion. We will feed this back to our suppliers 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 10 years ago

“The most shambolic service I have ever experienced. Initially was sent the wrong colour bed, then had a new one delivered- but they refused to pick up the old one. Then found out there were parts missing on the new one! As a result have been sleeping on a mattress for over 2 weeks. Would not recommend using bed Factory to ANYONE.”

Helpful Report

Posted 10 years ago

Hi Mr Weaver, we're really sorry that you received the wrong colour bed, we will feed this back to our suppliers and make improvements. We do offer a recycling service however it has to be arranged and paid for when you order. We hope the issue has now 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

“My order was cancelled by the bed factory the day after I made the order and paid for it. I was told we don't deliver to northern Ireland. I am disgusted with the service I got and will never order from them again and will not be recommending them to anyone.”

Helpful Report

Posted 10 years ago

Hi Ms Mcaleese, we're really sorry that we don’t deliver to NI, It is a service that we would like to be able to offer in the future. f 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

“Delivery times were not met, 5 days late. Product purchased was out of stock, we were only told this 3 days after ordering.”

Helpful Report

Posted 10 years ago

Hi Mr Hayward, we're really sorry that the product you ordered was out of stock. We will feed this back and make improvements. We are always trying to improve delivery and stock accuracy for our customers. 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

“Awful experience. I would not recommend this company to any of my friends or family. Not only was my order late in getting dispatched to me, the order was incomplete! Not a single bag of screws in the box.”

Helpful Report

Posted 10 years ago

Hi, we're really sorry about the delay with your bed and that parts were missing. We will feed this back to our suppliers and make improvements. I can see that your order was refunded at your request. 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

“VERY URGENT We have not yet received the beds that we ordered from you and have not received any updates concerning delivery. This is frustrating and we would appreciate you advising immediately as to when we can receive deliver or return of the payment we made.”

Helpful Report

Posted 10 years ago

Hi Ms Dadoun, we’re really sorry for the delay. Our office is currently closed for the bank holiday. As soon as it opens on Tue morning I will get one of our Team to find out when your beds will be delivered from Sealy. We’ll then contact you straight away to confirm. We appreciate your feedback.

Posted 10 years ago

“I ordered a bed and got the wrong foot board which took 3 days to replace.”

Helpful Report

Posted 10 years ago

Hi Mr Ahmed, we're really sorry that we delivered the wrong foot board for your bed. 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

“Extremely disappointed with delivery. Placed order for the bed on the 18th of May. The company said that the bed would be delivered within 10 days. After not receiving the bed within this time limit we received a ridiculous phone call from the company saying that they do not deliver to Northern Ireland!? You could imagine our confusion seeing as we live in Scotland!!! After my wife told them our postcode AGAIN and explained that this is a Scottish postcode, the delivery was promised on the 31st of May. The bed finally arrived on the afternoon of the 1st of June! Meaning it was 4 days late. This wouldn't of been so annoying if it wasn't for the fact that we had emailed to find out when the bed was being delivered and we had gotten no response nor did we receive an apology. The bed and mattress are very good quality and would of been impressed with the company if it had not been for the delivery hassle!”

Helpful Report

Posted 10 years ago

Hi Mr Beveridge, we're really sorry for the postcode mix up, the delay of the bed, and poor communication. 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 and 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

Bed Factory Direct is rated 3.9 based on 874 reviews