“So I am really torn as to how to rate this. First of all to talk to the positives:
- The mattress itself is good quality - or at least it seems to be after 1 week
- The guys in the showroom were really good and really helpful when trying to resolve the issues below
Now the negatives which created a lot of stress at a point (during a house move) when we really did not need it - the issues focus largely on what I can only describe as an extremely poorly organised company:
- I paid for my Emporer mattress to be made as a zip and link option to ensure it could be delivered and installed correctly (admittedly we initially purchased it as a whole mattress but the change was requested and paid for in good time)
- When it arrived a week later it was in one piece, and could not be installed without risk of damage - this meant we were left without a mattress for over a week
- Despite the showroom staff being very helpful the customer service team was completely useless - in fact despite many efforts to speak with them and also the showroom staff requesting them to speak with me I have never actually spoken to them - they either do not exist or are a complete shambles
- The revised mattress arrived a week later but 2.5 hours early because the drivers hadnt been told of my availability - I was 2 hours away in a different city!
To summarise - I thank the guys who I spoke to who did all they could do to help and also the product seems good - but I cannot get over the complete and utter incompetence of the customer service team - have a little pride in your job and you know what actually do your job - that would be a start.
Put simply we will never shop with them again and I will not recommend them to any of my friends or family, instead I will be actively telling people to stay away.”
“The sales rep was so helpful and knew his stuff. Would recommend Bed Factory Direct to anyone who wants to received good advice and excellent customer service.”
