Beds Direct - www.bedsdirect.com

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★★★☆☆
2.8
50.0% of users recommend this
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  • Customer Service

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  • Value For Money

Summary

We are pleased to advise that as of September 212 bedsdirect.com is under new ownership and we bring to you great offers at fantastic prices. Any reviews left prior to this date relate to the previous owners of the site. 
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“Three words - don't be tempted! An awful experience”

★★☆☆☆

written by DonnaBrewer on 02/10/2011

Where do I start? The website was great. That is about where the use of positive adjectives ceases. The first delivery of the casanelli bed arrived and the packaging had obviously got really wet at some point, was still damp in places and, upon inspection, the bed transpired to be water marked on the headboard. The customer service team was helpful and arranged collection for before 13:00 the next day. Only by 14:20 the next day I rang up to ask where the bed was, to be told that they were really sorry but it wasn't on the delivery schedule and I would not be getting my bed that day. Yet another day was arranged for collection of the first bed and delivery of a replacement. This time both of them went back as the replacement they delivered was in the same condition as the first. Honestly, you couldn't make it up if you tried. So, another bed arrived and I held my breath whilst the delivery driver and I unpacked and checked the leather for water marks. By now I was on first name terms with the driver and making him a coffee. Phew, all looked fine. Or so I thought. You can imagine my sheer despair when, a few days later my husband went to assemble the bed, and informed me that whilst the holes had been drilled in the headboard to allow the feet to be screwed in, no screw fixings had been dropped in. Back on the phone to Customer Service. After a lengthy debate, as we had disposed of the packaging, a new headboard and foot end was delivered. We assembled the bed but had to make various adjustments to make it fit together. The quality is not great, although it cannot be denied that the overall look is very nice. Two people in the Customer ServiceTeam deserve a mention from the fact that they were helpful - Sarah and Michael. This all happened during my daughter's first week at pre-school, which was stressful enough, without adding this debacle into the equation. When I asked for some sort of compensation for the inconvenience, do you know what I was offered. £30. End of discussion. Quite frankly an insult.

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“Useless”

★☆☆☆☆

written by lewortht on 22/09/2011

Paid for Saturday delivery. received part of the order and after holding for 20 mins they said that they couldn't help and would only be in touch on Monday. Managed to deliver 1/2 of the pending order on Tuesday but "dispatch" had failed to deliver the entire order. The sales Director does not apparently speak to customers so were left to deal with incredibly rude customer service people. Promised call back did not materialize. I have just moved here from South Africa and if this is an example of UK customer service then its pretty appalling.

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Bedsdirect's Response to lewortht's Review

Written on: 22/09/2011

Hi there,

I am sorry to read your review. I have since spoken to my colleagues and we apologise for the delay with our couriers. Please be assured that the parts were despatched from our warehouse and an honest mistake from our couriers meant this was delayed until the following morning.

My colleagues offered to deliver to either an alternative address or for a pre 9.30am delivery the following morning but I appreciate your commitments would not allow for this.

Please accept my sincere apologies on behalf of Bedsdirect.com and if you would like to discuss this any further I am always here to help.

Many thanks,

Maria.

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Guest's Response to lewortht's Review

Written on: 27/09/2011

No maria that is not true. You did try to deliver on the Tuesday but only managed to deliver 2 out of the 3 parts! We were then told that someone would call back but now one week later we still have not had a call back.
Also its not the fault of the couriers-the correct boxes were not dispatched to them

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Lewortht's Response to lewortht's Review

Written on: 23/09/2011

Forgot to add-they are RUDE people. The \"customer service\" peoople said \"thank you for your sarcasm\" to my wife as she was trying to sort this out. I have sent two follow up emails but no response whatsoever

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“faulty mattress had small hole in. Didn't see it on...”

★☆☆☆☆

written by bennymac on 10/09/2011

Found small hole in mattress when I unpacked it. Contacted company same day. Sent photo, they said they cant see hole! Asked for exchange and they refused. Are now going through credit card company to get refund or replacement. I cant believe that they just do not believe me! why would I ask for exchange if there was nothing wron with mattress!! Cannot get into their website to write review...surprise surprise

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“Lovely metal bed for my daughter”

★★★★★

written by LisaSouth on 10/09/2011

A love the bed, thank you to Bedsdirect for a great product and service! Well done!

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“Would recommend this company's service”

★★★★★

written by on 06/09/2011

Web site attractive and easy to use.Plenty of choice. Advisors were very helpful with questions I had to ask.Ordering was quick and easy. Delivery exceptional and next day.Order was complete.Money left my account on delivery day. Instructions eay to follow. Good value for money.Highly recommended and would use company again without reservation.

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“Out of Stock but still took my Money ”

★☆☆☆☆

written by darroch on 05/09/2011

Really Really Poor. Ordered my bed and mattress. Website order confirmed and money debited from my account. Called bedsdirect after a week after no communication from them and informed that bed is out of stock and will be several months before backorders are available. No effort from bedsdirect to offer equivalent item. Requested that they provide another nearly equivalent product that was fifty pounds more expensive but they insisted I pay the additional fifty pounds and also the full cost of an upgraded mattress. Never come across such an arrogant company that couldn't care less about their customers. No managers from bedsdirect contacted me, they simply couldn't be bothered. I'm now without a bed for at least a week while I source another item. I'd rather sleep on the couch than give this company my hard earned cash Absolutely the last time I will ever deal with this company.

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Bedsdirect's Response to darroch's Review

Written on: 06/09/2011

Hi there,

I have spoken to my colleague Sarah who spoke to you and I am sorry if you felt this was our intention. We have made every effort to put this right for you and I am sorry if there has been any misunderstanding regarding the additional price. If you would like to discuss this with me I would be glad to assist.

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“Avoid if you want to stay sane!”

★☆☆☆☆

written by NicolaBache on 14/07/2011

Dealing with this company drove me to tears!! I moved to a new flat and ordered a double bed and a single bed both with mattresses and mattress protectors. I explained clearly when I placed my order that my moving date was Wednesday 8th June and would like the delivery from that date onwards. I had a call at 9am on MONDAY 6 JUNE to inform me the driver would be there in 10 minutes. I replied that I wouldn't be there for 48 hours as I'd clearly stated! I called BedsDirect the day before my move to confirm they'd be there AFTER 1pm. "No problem" I was informed. Picked up the keys at 1pm, moved in and found a card saying "We called at 11am but no answer ..." Argh!! This was annoying as I'd told BedsDirect that I wouldn't be in the property until 1pm which seemed to be ok. BedsDirect then very reluctantly arranged a new delivery date of Friday 10th June so I booked the morning off work as I was told delivery was from 7am-1pm. Ater some frantic calls from me at 2PM the delivery man turned up 10 mins later. Funny that! The delivery men were both rude and not helpful at all. The double was ok but the single was the WRONG COLOUR! And no mattress protectors! They reluctantly agreed to come back the following Friday to correct the order between 7am and 1pm. This time I booked the whole day off work. I called the day before to double check they were actually turning up. NO RECORD WHATSOEVER of them calling the next day. It's a good job I checked! They then changed the day to the following Monday so I changed my day off. Again, after much chasing from me, they turned up at 2.30!!! Swapped the beds and delivered... wait for it ... no mattress protectors but TWO MORE PILLOWS! I daren't ring this company to complain that I STILL have no mattress protectors because I fear I will lose my mind ... Please do not use this company as they are completely rubbish.

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Guest's Response to NicolaBache's Review

Written on: 15/07/2011

Sounds just like the aweful service I had like from nextdaysofas.co.uk, same idea of deliver wrong junk at a time to suit themselves

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Bedsdirect's Response to NicolaBache's Review

Written on: 05/09/2011

I have just noticed a comment from an ex employee - I am not sure if there is any confusion with a company of a similar name but we are an internet company and have no stores.

Many thanks,

Bedsdirect.com

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Bedsdirect's Response to NicolaBache's Review

Written on: 05/09/2011

Hi there, I am sorry to read you have experienced problems while buying your bed from bedsdirect.com I am not aware of any particular problem as you have detailed but if you would like to get in touch I am sure we can help.

Many thanks,

Maria
Beds Direct

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Guest's Response to NicolaBache's Review

Written on: 17/08/2011

1am not surprised about the previous story as I was working there for 3 month and during that time and during that time I heard many stories like that.The reason why it is happed I can tell:
for deliveries is used other delivery company and there is no communication between the salesperson and delivery company or warehouse and salesperson as such.
The customer is comming to the store to complain and salesperson is the last person in the world who seems is in charge of the item you bought from them.
The customer service department seems never solve anything on the spot,very rare picking up the phone.The salesperson trying to solve it write the email to them,gods knows when it will be answered. But that`s all they can do....
When you buy the bed and stating that you need it specific date and time, that`s when the problem starts!
They did not have the required color of the bed and the mattress protectors on the warehouse` As I see, they tried to deliver the wrong color and pillows instead.
As they will need to re-arrange the delivery instead of delivering what not ordered` when the warehouse is short of goods.
The company has a big communication problem saying the least....
I am not justifying the work of this company whatsoever, being the saleswoman do not mean have no heart.It was painful to see customer comming back again and again speaking about their unsolved problem. And by the way, you should go to the store where you placed the order and complain about that, so you can finally receive your mattress protectors you actually paid for!
Kind Regards,
X
I am not a part of it anymore, so can speak freely about it.

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“Fantastic Service!”

★★★★★

written by on 04/06/2011

I want to thank the team at Bedsdirect.com everything was perfect and the delivery arrived on time. A rarity in todays day and age! Thanks to Daniel for my order confirmation and storage advice! Would definitely recommend!

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Bedsdirect's Comment

Written on: 05/09/2011

Thank you for taking the time to comment, we are pleased you are happy with our service and Danny sends his kindest regards!

Many thanks,

Maria
Bedsdirect.com

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“I never got my bed!!!!! 5 weeks later still waiting...”

★☆☆☆☆

written by on 21/04/2011

I never got my bed!!!!! 5 weeks later still waiting so I have just cancelled the order as again this week I was promised a call back which never happened. Frightening, never again,.

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Guest's Comment

Written on: 14/07/2011

I wish I'd read your review before dealing with this company. The whole process has been dreadful from start to finish and after 3 attempts I still have part of my order missing!

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Bedsdirect's Comment

Written on: 05/09/2011

I am really sorry to read this. Of course we try very hard to ensure this does not happen and my deepest apologies for this causing you any inconvenience.

With regards,

Maria
Bedsdirect.com

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“I'm delighted with my purchase of my Tranquillity 1000...”

★★★★★

written by on 21/03/2011

I'm delighted with my purchase of my Tranquillity 1000 divan.The service received was excellent from contacting with an initial enquiry to delivery everthing went to plan.
I would certainly recommend Beds Direct to friends and family and I'll be contacting them again when I need to replace the bed in my guest room.
My thanks to everyone concerned mainly Damian for his help on selecting the right bed for my needs, also the delivery service for their efficient timing and contact.
Thank you all once again.
P McInnes Deeside

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Bedsdirect's Comment

Written on: 05/09/2011

Thank you so much for taking the time to comment, your words are very much appreciated. I have shown Damien your review and he is delighted that you are happy with the advice he gave you!

Many thanks,

Maria
bedsdirect.com

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“For your sanity's sake, I would pay a little extra and...”

★☆☆☆☆

written by minimou on 09/03/2011

For your sanity's sake, I would pay a little extra and buy your bed for a reputable company. This company has put us through absolute hell.

My mother purchased a bed in the run up to Christmas, once delivered she didn't like it as it didnt look anything like the bed we saw on the website. When we called to get a refund and send the bed back, it was a mission to get any kind of customer service and when we did they argued with us as to why we wanted to return the bed. Finally the bed was picked up (we had to pay £40 to return it) in early January.

It is now March and we are still waiting for our refund. I have called and emailed countless times, they have promised to sort it out and each time we look for our refund in our bank account, surprise surprise it's not there yet.

I have chased them again today, and have been told the refund went through on March the 6th. Their email on the 17th of February said it would be dealt with immediately. Either I have the wrong understanding of the word immediate, or they are a VERY poor, slow company.

Avoid at all costs, better to pay more and get good customer service and peace of mind.

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“Amazing value for money on a top of the range product....”

★★★★★

written by on 28/02/2011

Amazing value for money on a top of the range product. Delivery came on time and with the product wrapped and protected to a high standard.

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“Absolutely awful company to deal with, the mattress...”

★☆☆☆☆

written by on 17/02/2011

Absolutely awful company to deal with, the mattress was of such poor quality, you could feel the springs (ended up sending back, they refunded half the cost and bought a new one elsewhere for the same price, but much better quality). Bed base lasted 6 months and is now broken.... spoke to customer service... they are useless, won't replace due to general "wear and tear". Never experienced such rude customer service and such poor quality beds. Avoid at all costs.... whats cheap is dear! Also, still waiting for my refund for the mattress, 6 months later.

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“Ordered bed and cancelled 2 days later as delivery...”

★☆☆☆☆

written by on 12/02/2011

Ordered bed and cancelled 2 days later as delivery time was over 4 weeks. Ignored my emails AND phone call saying I had cancelled, tried to deliver the bed 5 weeks later and BILLED MY CREDIT CARD. Ringing customer service is a joke because they don't answer the phone, it takes up to an hour for them to pick up (try it yourselves, ring and go through to customer service...they will pick up instantly if you're placing an order though). Have yet to receive my refund. Avoid this company at all costs, am telling everyone I know at work, church etc, they are terrible.

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Minimou's Comment

Written on: 09/03/2011

I completely agree with you! I have had the WORST experience. My mother ordered a bed in December, didnt like it and the short description of our experience with them is that we are still (yes, still) in March awaiting a refund. They are an awful company and don't seem to care about what they put us through.
<br/>
<br/>I am going to write up my experience in the review centre and also file a complaint with trading standards. Everyone should be warned...cheap comes at a price it seems.

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“on the 26th of January I placed an order for a small...”

★★★★★

written by on 31/01/2011

on the 26th of January I placed an order for a small double wooden bed and mattress and also a guest bed for my spare room, the order was made over the phone and the young lady who served me was very helpful helping me pick the right mattress for my husbands weight and height. after placing the order she sent me an email to confirm the order and I was told to expect the item on the 30th jan, 10.38am I received a knock on te door and all 3 of my new items were quickly and easily delivered no fuss! I was very pleased with my purchases and will be ordering from beds direct again in the future!

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“Beginning of January, I bought a bed from beds direct...”

★☆☆☆☆

written by on 26/01/2011

Beginning of January, I bought a bed from beds direct website and I wanted to get it delivered 3 weeks later as I was moving into my new house. I originally ordered a wooden bed frame.
A day before the delivery was due, I was advised by email that the bed had been discountinued and that if I wanted to get a bed by the next day I had two hours to choose another one. I immediately called the customer service centre. After waiting 20 minutes on hold, I spoke to a very helpful person, she apologised for the problem which was not their fault but the manufacturer not advising them earlier (apparently it is never their fault).
Anyway, she helps me find another suitable bed and we agreed for the delivery the next day (saturday) before 1pm. I waited all morning and no delivery was made. At 2pm I called the company: after being on hold for over 20 minutes (once more...) and spoke to someone. I was advised that it was the delivery company fault's (see I told you... never their fault!)
I was told someone would call me the next working day on Monday to deal with the problem. No one called me (surprise surprise!) so I called them and again waited about 20 minutes on the phone and the phone got disconnected. So I emailed... no answer. Eventually I managed to speak to someone who advised me that the bed was being delivered the next day before 10am. So I advised my employer I would be at work late...
I waited until 8am and decided to call them to make sure the driver was on his way... and surprise surprise, no delivery was scheduled for me... so we agreed on the following day delivery! Believe me I should have asked for a refund then and find another company
Today I received the bed, the items were in good conditions but the driver was an idiot. He left the bed base and mattress outside my door because he is not "authorised" to go further... so I am then stuck with a mattress I can't move as I am on my own. My boyfriend has to come back from his work to help me carry the mattress upstairs (it took 5 minutes only)

So I am very not impressed with the company and I would advised anyone not to buy anything from this company. If everything goes well, then you will probably have a great service as you won't have to deal with the ir customer service centre but if you have at least one little problem cancel the order and get a refund! I am sure there are other much more competent companies out there!!

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“after spending the day mulling over reviews for this...”

★★★★★

written by on 25/01/2011

after spending the day mulling over reviews for this online bed company I decided to make an order for a king size leather bed and a sprung mattress, I made the order on the Monday morning and was told it would be delivered on thefollowing Tuesday, the order came at 1pm on the Tuesday and was much nicer than I expected from the picture! I'm very pleased with my bed and mattress and wil be telling all my friends and family to get new beds from bedsdirect! tha Khoi for excellent service

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“this is the worst company I have ever dealt with, I...”

★☆☆☆☆

written by on 22/01/2011

this is the worst company I have ever dealt with, I ordered 2 beds from them, for me and my friend, they called my friend to confirm that 2 beds had been ordered but going to different addresses and needed to speak to the account holder. So I returned there call however I was on hold for over 1 hour and still didnt get to speak to anyone, I called again several hours after and again no one answered, so I decided to cancel the orders because I felt that if I am unable to get through to their customer service now before I even receive the beds than what happens if there was ever a problem with beds? I sent a cancellation email but nobody bothered to respond to confirm the cancellation, my friend also sent an email and she to didnt get a response. After 4 days of repeatedly sending emails requesting a confirmation someone finally called my friend saying all the girls in the office had major crisis which is why no one answered the phones and we should give them another chance and also the beds have been ordered from their supplier and would be with us in 10 days. I couldnt believe what I was hearing, we told them they were unprofessional, unreliable and we still wanted the beds cancelled and have confirmation in writing but 2 days later we are still waiting for that and so far it has cost me £20 in credit vouchers just trying to get to speak to someone from their customer service team. I dont usually write reviews whether I have a good or bad service however in this situation I feel so compelled and extremely angry with Bedsdiect that will feel like people should be aware of the lack of customer service they will get once their orders have been placed. I've spoken to my bank who have advised me to cancel my card and have a new one sent so that they will not be able to take any money out once the beds have been dispatched just in case that's what they are trying to do, can you imagine how long it will take for me to be refunded if they ever went ahead and debited my account? please people do not order a bed or anything from Bedsdirect, I have placed 2 orders with another beds company who when I call, my calls are answered within a matter of minutes.

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“Beds Direct are an excellent company to deal with. The...”

★★★★☆

written by mooresfold on 18/01/2011

Beds Direct are an excellent company to deal with. The goods purchased were as described and of extremly good quality. Delivery was made on time by a very courteous driver. A minior shortfall in the order (two castors) was rectified in less than 24 hours with a very helpful lady who sent out replacements first class as promised. I would have no hesitation in recommending this company to others and will definately use them again

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“Utter, utter rubbish. Waiting 20 minutes for someone...”

★☆☆☆☆

written by on 14/01/2011

Utter, utter rubbish. Waiting 20 minutes for someone to pick up the phone. Delivery
Liaison person was just dim. Had to call back as forgot to write it down!

Totally negative experience

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Asked by Markbickerton on 9th July 2023 Report this content
Hi I have bought a mattress from them in September 2020. Unfortunately even though I was following the instructions to revolve it regularly, it’s sagged on my side and my wife’s and there’s a bump straight down the middle. Our mattress is so uncomfortable.. I thought it would of lasted longer than this. Could you please help us?

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