“Staff was lovely in the shop and kept me updated regarding my delivery via text message and email. Delivered on time and In requested room so thank you would highly recommend”
“Here’s a warning to others.
We’re really disappointed with our purchase of the Kingston Orthodox 1000 Pocket Mattress.
The reason being that this mattress was labelled by Bed Factory Direct on their display label, in the Chester branch, as ‘Firm’.
We tested it in the shop and it was just a little firm but more importantly had plenty of give and was very comfortable.
When we received ours we found it was far too firm, as hard as a board in fact. Sleep is difficult and disturbed, we sleep on our sides and there’s just no give.
I checked the manufacturer’s sewn-in label at the foot of the mattress to ensure we hadn’t been sent the wrong one and the rating on it was ‘Very Firm’ leading me to believe we had been sent the wrong mattress..
I went back to the Chester shop and Mark, the manager, was most helpful but when we looked at the sewn-in label, which was quite inaccessible, on the underside of the display mattress, it was described as ‘Very Firm’ and not ‘Firm’ like on the Bed Factory Direct sign.
It appears Bed Factory Direct have a different in-store display rating than the manufacturer and I’m really annoyed by this, as it is misleading.
Clearly the manufacturer knows how firm the mattress is manufactured to be and the retailer should not doubt or change this. My concern is that this is a marketing ploy, as in my opinion, very few people would risk a ‘Very Firm’ mattress.
Certainly we would never have ordered a mattress rated ‘Very Firm’ but as I said, this sewn-in label was hidden and inaccessible on the underside of the display mattress, so we didn’t see it.
We have spoken to Customer Service and been told that we can’t return our mattress as we’d unpacked it, regardless of whether we’d slept on it or not.
I know it might eventually soften to become like the one in the shop but we don’t know how many months or even years this will take and in the meantime our expensive new mattress is a huge disappointment and our sleep is disturbed and we feel the worse for it.”
