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

“Poor Customer Service and Hidden Fees I recently purchased a mattress from Bed Factory Direct. While I was initially pleased with the price and selection, the delivery experience was extremely frustrating. The courier company attempted delivery twice, but I was unable to be there on such short notice due to unavoidable traffic issues. This is understandable in a busy city. When requesting a third delivery, I was shocked to be told there would be a £28 redelivery fee, despite having already paid for delivery during my original purchase. This feels like a company that prioritizes squeezing money out of customers rather than providing reasonable service. I'm incredibly disappointed with how this situation has been handled.”

Posted 1 month ago

“Cheap rubbish”

Posted 1 month ago

“Absolutely discusted Bought my daughter a 4 poster metal bed. The wooden slats do not stay in. I was advised carpets will solve the issue. I had carpets fitted. Expensive The slats still won't stay in. My daughter is currently using boxes & bags of clothes to prop the mattress up. No body cares, nobody is helping us find a solution. Ive screwed the slats into the pockets but they still fall out & apparently I've damaged a METAL bed by not putting it on carpet in the first place. Im fuming. Here's a pic of the bed after 1 night on carpets just lifting the mattress to see this.”

Posted 2 months ago

“Absolutely awful company. I bought a bed and mattress off them at the beginning of November. The bed was broken and the mattress had a tear. The company has done nothing but make my life hard for nearly a month. I'm disabled I've just moved into a house and haven't had a bed for over a month, me and my daughter have had to sleep on a mattress on the floor. I opened a case with paypal then the company said they would refund just the bed not the mattress. Told me I must have ripped the mattress. I politely declined. The company have now said if I dismantle the bed and return them both I can have a refund. I'm on my own with my three year old daughter and can't afford to buy another bed. I'm so stressed about this itd making me ill. Its a huge amount of money for me and I don't know how they expect me to return it. Shocking company, outrageous treatment of a customer. This has me in tears.”

Posted 5 months 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

“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 2 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

“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

“Horrendous customer service, when you ring to chase up your order, they always want to call you back. Don't fall for it! They aren't aren't actually going to call you back. They will tell you order is ready and organise delivery dates with you. Again don't fall for it! The date will come and go and you will call them to speak with an adviser that knows nothing about your order and will confirm they don't have your items in stock and wont for weeks and that your order was never actually placed with the supplier. But they will assure you that they will sort this for and they will give you another date, another empty promise and the cycle the begins again. Finally after waiting over a month for your item and being told empty promise after empty promise, you get to speak to the Manager to receive your apology and yet another date for your order and another empty promise because when you ask for the delivery confirmation in writing he decides actually they are unable to 100% confirm if you will receive your order. - I have now received a refund, after wasting weeks trying and hoping my order would arrive. I will never buy anything from this company again.”

Posted 3 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

“Such awful customer experience. Ordered and paid for a double bed. Order confirmed. 4 weeks later on delivery date told that order was out of stock and cannot be delivered for another two months. No communication of this. No way to speak to them on the phone (phone line 'closed' because of COVID). And no effort from company to provide solution. Probably the worst consumer experience I have had. Do not use this company.”

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

“Ordered a bed over a month ago and still has not arrived. They kept putting the date back advising supplier delivery issue. Now I have asked for a refund they have stopped responding. I have reported to Trading Standards. Avoid, Avoid, Avoid at all costs!!!”

Posted 3 years 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

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Bed Factory Direct is rated 4.0 based on 863 reviews