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 873 Reviews

77 %

of reviewers recommend Bed Factory Direct

3.9

Based on 873 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Fantastic service”

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Posted 9 years ago

“Im still waiting for my mattress after 3 weeks, and still do not know when it will arrive, even though I have paid for it in full. Not good.”

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Posted 9 years ago

Hi Mr Hitchcott, 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

“Very helpful customer service. Prompt deliveryof a good product.”

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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.”

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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!!”

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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

“information was good , and delivery was prompt”

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Posted 9 years ago

“Fantastic customer service and fast delivery of the beds - they arrived exactly when promised, all intact, carefully packaged. The quality of the bunk beds is excellent - really well made and sturdy. Easy to put together and look lovely. Excellent value for money. Will definitely use Bed Factory Direct again.”

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Posted 9 years ago

“the bed was slightly damaged,however you did compensate,”

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Posted 9 years ago

“Very pleased with purchase arrived when expected good service”

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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 .”

Helpful Report

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

“Delighted with the service”

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Posted 9 years ago

“Boxes were all damaged & wet. Wood inside was mouldy and we had to clean it all off. Delivery drivers weren't concerned. Mattress was nice quality.”

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Posted 9 years ago

Hi Mr Waitt, we're sorry for any inconvenience caused. We'll feedback to our suppliers about the poor standard of the boxes, and make improvements. We appreciate your feedback. 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

“Ordered and delivered without a problem”

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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.”

Helpful Report

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

“Excellent product, good quality however site states next day delivery but the company have set delivery days for each area so this is a false advertisement on their part. Also poor customer communication, I rang to complain about the delivery, had to leave a message and no one has ever returned the call.”

Helpful Report

Posted 9 years ago

Hi Ms Finnigian, 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 went into administration. We are delivering all orders via other carriers however there have been some delays in the short term, we're doing our best to try and meet next day delivery, but we're not quite back to hitting our 100% target yet. We're sorry we didn't update you sooner. 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

“Exactly what it said on the tin It's a bed Delivered on time”

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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”

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Posted 10 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 10 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.”

Helpful Report

Posted 10 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 10 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.”

Helpful Report

Posted 10 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 10 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!”

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

Bed Factory Direct is rated 3.9 based on 873 reviews