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

“My Ottoman bed broke the first time I tried closing it. I immediately called Stephen Bradshaw (National Sales Executive) and told him the bed was not fit for purpose as I closed it as per the instructions. He asked me to send him pictures which I did, however he now CLAIMS I told him I forced it close and is refusing to engage further. I have rejected the goods under the consumer rights act however I am being refused a refund. I am now having to make an official complaint to the company which will be followed up by a complaint to the Ombudsman”

Posted 1 year ago

“Its only next day delivery on specific items. They were supposed to delivery on a Saturday (which was painful to arrange), even after paying for the premium service. Failed to deliver until the following Saturday. At the time of writing, I still have not received a refund for the Premium Service!!! I found using their website utterly CONFUSING. I called them up, and based on their advice ordered a mattress which turned out to be the wrong size!! I bought the mattress based on their BAD ADVICE. They point blank refused to deal with the issue, not taking any responsibility for the bad advice they gave. Customer Service Manager was abrupt and rude.”

Posted 1 year ago

“Bed Factory Direct Trading as Style & Comfort Interiors Limited. I ordered a bed and mattress on 1st July for delivery on 23rd July. No delivery on 23rd. Received an email to say it would be delivered Fri 24 Jul between 10:45 and 12:45. At this point, I dismantled and sold my daughters bed on facebook. Received an email on morning of 24th to say there was an issue with stock at the warehouse so my items weren't going to be delivered and they would be in touch. I emailed customer service and received a response today to say the bed was not going to be in stock for 3-4 WEEKS I asked them to send the mattress so my child had somewhere to sleep, they said I would get an email within 48 hours to confirm. I did not receive one. I told them I wanted a full refund. Then the mattress turns up a few days later - I refused delivery and emailed head office to tell them. Was promised full refund from Josh, one of the managers. Was the offered a partial refund (they said the mattress was delivered) - Again, emails sent, which were mostly ignored. Requested refund, was told twice that I'd had a refund - (they were referring to the partial refund which I refused) It has taken me until today - 19/08/20 to get a refund, and only then because I raised a case with paypal and they decided it in my favour. Dealing with this company was ridiculous, most of the time they do not respond to emails and there is a message on the phone line saying they cannot answer due to Covid. Disgusting company, beware.”

Posted 3 years ago

“Beautiful bed for 9year old.Only assembly was bit hard to do had to get someone more stronger then me.I would recommend.”

Posted 7 years ago

“AVOID THIS COMPANY! customer service is absolutely appalling, completely going against the own company’s t&cs that are stated on their website and just ignore emails. They have no regards for consumer rights at all and openly admitted that because they have their money the issue with the product is not their problem and is my fault! Every complaint seems to be dealt with by one man Nigel, who blatantly refused to give out any of his seniors names or contact details- this is a scam company avoid at all costs!!! Provide faulty products and then say it’s the consumers fault”

Posted 2 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

“Extremely pleased with my purchase. This is the second time I've used your organisation and, on both occasions, everything went really well and we are delighted with both beds and headboards. Definitely use you again and would definitely recommend you.”

Posted 7 years ago

“I found this company courteous and helpful,Delivered promptly and well wrapped, I would use them and recommended them to all”

Posted 7 years ago

“On the advertisement it said, if you spend more than £99 YOU WILL GET IT NEXT DAY. Well we got it 2 days later, making me miss a days work. And it came on a Saturday and to top it off. One of the threads. Would not accept the bolt!! So we have a dodgy frame.”

Posted 7 years ago

Hi Mr Lopez, I can see your order was made at 5.54pm on 6th April, we despatched the goods on the 7th April. An order needs to be received before 11am for us to be able to guarantee next day delivery. This is stated on our delivery page. We apologise though that it wasn't clearer and will feed this back to our team. We appreciate your feedback.

Posted 7 years ago

“I paid for a complete cube bed with a gas lift and they delivered a storage and lied that the wrapped one is a gas lift. I've been trying to call them for days now to no avail.. They are not picking and not calling back..I think they scammed me of my hard earned money.And I paid so heavily for it.”

Posted 2 years ago

“My father is very ill and needed a new bed. My sister ordered from bedfactory direct. They said the bed would be delivered today at 7 am. then they changed it to between 1 and 2.30. She rang them when they did not show up to hear that they weren't coming today. My father's bed had already been dismantled. he is physically impaired. I am shocked at this appalling service.”

Posted 2 years ago

“READ REVIEWS 1 in 5 Customers say AVOID this company. We bought a wooden framed bed which, upon assembly, had an obvious manufacturing fault for which this company will not take any responsibility. They even stated that the problem was now ours because we had signed for the goods upon delivery ! It was not an issue for me to re-glue a bedhead post which had come apart. Upon further assembly I discovered the metal bed frame was incorrectly drilled and therefore screw holes were mis-aligned. I was told my actions of re-gluing the bed post had invalidated the warranty despite the bed frame being faulty. Clearly the bed frame could not be inspected before it was unpacked. Bed Factory Direct eventually offered to contact the supplier on our behalf to obtain replacement parts for which we were expected to pay. So much for Consumer Rights. We did not take them up on their "kind" offer. Their Customer Service is quite appalling . Too many other customers have had a bad experience with this company. I wish we had read these Reviews before we bought from them.”

Posted 2 years ago

“Bed Factory Direct ruining our sleep for over two weeks now. Worst customer service and post delivery support. We were moving into our new home on a Saturday and the bed delivery was coming in on the same day. Bed Factory Direct policy is to call customers day before to confirm the deliver - we got called on Saturday at 6am for delivery then and there. We told them we're in the house yet and they were supposed to call the day before to confirm delivery. Obviously they had to take the bed back and delivered it few days later. We paid a premium and organised delivery with them in such a way that we get the bed same day, but obviously that didn't happen. When we opened the bed found that some parts were missing. When we called to complain, we got transferred over to their manufacturer and then pretty much got fobbed off saying they won't do anything more because the issue has been resolved by the manufacturer. I mean the fact that we've been sleeping on air mattress for over two weeks is not a big deal right? We only need to sleep on a bed every night, what's the stress. If we don't get proper sleep for few days who cares, customers can manage and shouldn't get compensated for this companies incompetence. All we said was that you need to compensate in some way to us for the inconvenience caused - still haven't heard back from them, probably never will!!”

Posted 3 years ago

“They probably deserve 0 stars. The most pathetic company I have ever dealt with. Email responses take a week to come if they are responses to at all. Nobody from the company made an effort to resolve the issues. Never buy anything from them!”

Posted 3 years ago

“Ordered a divan and mattress and a separate mattress. Contacted them as the springs were really noisy and you could feel them through the memory foam. One purchased April last year and the May last year. Got an email stating they wasn't in warranty so they couldn't do anything. So I went onto their website and sent them a copy of what their warranty stated. Finally got a phone call yesterday after putting a review on trust pilot. To be told directors are discussing the case in a meeting this morning. I had to call them today at 4.30 to find out that the director had an emergency and it would be decided tomorrow!! Avoid”

Posted 3 years ago

“I would give no stars if possible...this company is APPALLING! Honestly I can’t even put into words how awful they are. I ordered a bed from them to be delivered on the Thursday ready for my husbands return from a lengthy spell in hospital on the Friday. I phoned on the Wednesday the day before the due delivery to check all was ok and was told it was. I phoned them 4 times on the Thursday to ask for a rough delivery time- each time I was fobbed off, until on the 4th time I was told the bed would not be delivered until the Monday. I cannot even describe the stress that this caused me. Luckily with the help of many friends, a van and a fab local shop we rallied around to get a bed delivered on the Friday morning. The lying from the staff is appalling. The lack of care is appalling. I am still awaiting a call from their MD.... I imagine I’ll be waiting for ever. I truly don’t wish bad fortune on anyone in life after what we as a family have been through recently....but I sincerely hope this company go out of business very soon. AVOID at all costs.”

Posted 3 years ago

“Bought a mattress which arrived on 16th December 2020. Within a few sleeps we had noticed significant indentations/settlement and we both had back pain. Considering our old similar mattress was over 10 years old with hardly any settlement, and we are not heavy people, we consider this new mattress must be faulty. Contacted the company to return faulty mattress and get a full refund as per the Consumer Credit Act 2015 which entitles me to a full refund within 30 days if we are are not happy. Sent them photos and explained we had been turning and rotating it every few days. Their website states this should be done every week, but they seem to want to disregard their own advice by telling me they do not recommend we do this. They are blatantly refusing to refund me, even though the mattress is faulty and I have a right to a full refund within 30 days. Also be aware that this company do not accept any credit cards, so that you cannot invoke Section 75 of the Consumer Credit Act if you want a refund.”

Posted 3 years ago

“I placed my order in July and have waited 3 months for delivery of my bed and headboard as the headboard had not been available and I wanted them delivered together. This morning the bed was delivered without the headboard! Furthermore, I was expecting to receive a phone call an hour before delivery to advise me delivery was on the way. This did not happen and delivery arrived at 7.30 am while I was still in bed. To say I am furious at this appalling service especially after waiting such a long time for my order would be a gross understatement. No reply to my email of complaint sent this morning. Delivery drivers were not wearing face masks either which I would have expected to see in the current COVID situation. I do not recommend this company.”

Posted 3 years ago

“AVOID THIS COMPANY!!!!!! Paid for a bed over a month ago and am still waiting despite being given false delivery dates and times!! Have requested a full refund three times now but sill NO refund Emails go unanswered as do all phone calls”

Posted 3 years ago

“Been let down 3 times by this company on delivery , they can't give you a straight answer just a string of lies. Would not reccomend”

Posted 3 years ago

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Bed Factory Direct is rated 4.0 based on 863 reviews