I have bought my 2nd Divan bed with headboard from DBD within the span of 4 years, very good product. We had a slight issue with the recent order, the customer service was great I would specially ment... See more
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Review summary
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Great Service.Kept upto date throughout.From ordering to delivery,very professional On delivery day,able to constantly track and driver rang when near.Took care and courteous also respected property.O... See more
Company replied
Another great experience with Divan Base Direct. This is our second purchase. Quality is great and easy to put together and fantastic value. The whole process of ordering and delivery is very easy... See more
Company replied
Fantastic! Headboard is high quality at a very reasonable price. The material we wanted was out of stock (confirmed after we placed the order) but customer services offered us a close alternative or t... See more
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Company details
About Divan Base Direct
Written by the company
Premium 2-Man Delivery
We offer a Premium 2-Man, room of choice delivery service on all orders to mainland England and Wales (see our full T&Cs).
Products made in the UK
We’ve tried, tested and hand-picked our products from the best UK bed manufacturers. So not only are we able to offer something to suit everyone, you can be assured that you’re buying the best quality item for the best possible price.
Excellent Feedback Rating
We pride ourselves on our customer service and satisfaction, product knowledge and experience. This helps us to ensure that we provide our customers with the highest quality products and service to match.
Contact info
69 New Town Row, B6 4HL, Birmingham, United Kingdom
- 0333 366 0145
- info@divanbasedirect.co.uk
- www.divanbasedirect.co.uk
4.5
Excellent
6K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 1 week
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Great customer service
Great customer service! Was extremely helpful and made the whole experience lovely.. will defo be using again
August 19, 2026
Unprompted review
Awesome bed
Excellent service. Very happy with my bed that I ordered. Will highly recommend.
August 12, 2026
Unprompted review
Rrally good and happy with the beds
August 4, 2026
Unprompted review
7 month double bed ‘heavy duty’, COLLAPSED
I bought a double bed ‘heavy duty’, divan bed, in Feb’26, at £370. I was impressed with the reviews on here!! That, was a big mistake!!! The bed collapsed on Fri, while my son sat on it. When you see the wood inside, it’s cheap stuff…no wonder it collapsed. It was not fit for purpose!! I’ve contacted them this am (mon 17 Aug) they said they will ‘try’and get back today!!! Ridiculous
August 14, 2026
Unprompted review
Good Product great Customer service
I have bought my 2nd Divan bed with headboard from DBD within the span of 4 years, very good product. We had a slight issue with the recent order, the customer service was great I would specially mention the name of 'Kay' who provided very good service and kept me posted throughout. Highly recommend them.
August 8, 2026
Unprompted review
Reply from Divan Base Direct
Hey Santosh, we really appreciate you returning to us for your second divan bed and headboard.
We're pleased to hear that you're happy with the quality of your bed and, even though there was a slight issue with your recent order, it's great to know our team was able to get things sorted for you.
A special thank you for mentioning Kay, we'll be sure to pass on your kind words. Providing helpful communication and keeping our customers updated is extremely important to us.
Thank you again for your continued support and recommendation. We hope you enjoy your new bed for many years to come!
Kind regards
Sophie
Divan Base Direct Team
5 star experience once again!
This is my third purchase from Divan Base Direct, and once again they have exceeded all my expectations. From start to finish, the experience has been an absolute pleasure.
I was incredibly impressed by the wide range of products available, along with the huge selection of colours and fabrics to choose from. It made finding the perfect ottoman divan bed, headboard and mattress so easy. I also particularly appreciated the option to order free fabric samples before placing my order, which was a fantastic way to be sure I was making the right choice.
The value for money is exceptional, offering high-quality products at very competitive prices. The customer service team is second to none: friendly, professional and always willing to help. A special mention must go to Adam, who couldn't have done more to assist throughout the process and made the whole experience seamless.
My order arrived quickly, and I am absolutely delighted with the quality and finish of every item. The craftsmanship is superb, and everything looks even better than I had hoped.
Having now purchased from Divan Base Direct three times, I can confidently say that I would not hesitate to recommend them to anyone. Exceptional products, fantastic customer service and excellent value for money. Thank you to the whole team for another outstanding experience!
August 9, 2026
Unprompted review
Reply from Divan Base Direct
Hi Christina, thank you so much for such a wonderful review and, most importantly, for choosing Divan Base Direct for the third time!
It means a great deal to us when customers return, and we're delighted to hear that you've once again been happy with everything from our fabric and colour choices to the quality, value and service you received.
We'll also make sure your kind words are passed on to Adam, we're sure he'll be very pleased to know he helped make your experience such a positive one.
Thank you again for your continued trust in Divan Base Direct and for recommending us to others. We truly appreciate your support and hope you enjoy your new ottoman bed, headboard and mattress for many years to come!
Kind regards
Sophie
Divan Base Direct Team
Tried to cancel order as there was a delay
I ordered a mattress online One Sunday, the next day I was contacted by a member of your team ( who I won’t name publicly)to tell me that there was an unexpected delay on the mattress of an extra 2 weeks . I asked for a refund and said I would look elsewhere as i needed it quick. I was told that she would pass it to accounts to process refund. I ordered a mattress elsewhere which arrived the same week. I chased up my refund only to be told that I had called and asked them to proceed with the order!!!! ( completely untrue) and that they had express ordered at their expense. If you read the cancellation policy it states that you loose half of your money if you cancel an express order , I was getting nowhere on the phone or emails with this company and lost patience with wasting my time, so accepted the fact I was going to end up with a mattress I no longer needed as I already had one. The delivery guys from furdeco were the only positive thing about the experience.
July 5, 2026
Unprompted review
Faulty bed, poor handling, slow responses and unreasonable extra charge
I ordered a divan bed from Divan Base Direct, and the experience has been extremely disappointing.
The original bed was delivered and assembled by their team on 6 June, but it arrived with visible marks and stains. The headboard was loose, and the installation appeared to be incorrect. I reported the issues immediately after delivery and provided photos.
At first, I was offered a fabric cleaner and £20 compensation, which did not address the main problems. After several emails and slow replies, they eventually agreed to arrange an exchange to a different divan model. They also confirmed in writing that collection of the current divan would be at no cost to me, and that delivery and installation of the replacement would be arranged at no additional cost.
The replacement delivery then failed because I was told some parts of the new bed were missing. This was not caused by me.
After that, they told me disassembly of the faulty bed was not included and asked me to pay £59.95 for it. I find this completely unreasonable. The current bed was faulty and was assembled by their own team. I am disabled and I had already made them aware that I am not physically able to disassemble the bed myself. Despite this, I was still told that either I would need to deal with the disassembly myself, or pay extra for them to dismantle the faulty bed that they had installed.
If they are collecting and replacing a faulty bed, the necessary disassembly and removal should be part of the replacement process, especially when they had already confirmed collection would be arranged at no cost.
It has now been over two months since the original delivery, and the issue is still not resolved. I have had to keep chasing for updates, while the faulty bed remains in my home.
Overall, this has taken far too long. Communication has been slow, and the handling has been inconsistent. I expected much better after receiving a faulty item.
I would not recommend this company based on my experience.
August 7, 2026
Unprompted review
Reply from Divan Base Direct
Hi Haiyang, thank you for taking the time to share your experience. We are genuinely sorry that this matter has taken so long to reach a resolution. We completely understand how frustrating an ongoing issue with a bed can be, particularly when a replacement has already been agreed.
We did acknowledge the concerns raised with the original bed and agreed to exchange it for a different model which we believe you were happy with. The replacement itself, collection of the existing bed and installation of the new bed were all arranged at no additional cost.
When arranging the collection, our team explained that the existing bed would need to be disassembled and ready for our drivers to collect. At that stage, your email stated that this arrangement was acceptable and you would have the items ready to collect, and we were not made aware that assistance with dismantling would be required. We appreciate that there may have been a misunderstanding around this, and we are sorry that this was not clarified more thoroughly at the time.
We would also like to mention that throughout this period our team has continued trying to arrange the delivery. A number of delivery dates were offered over the course of more than a month before you were able to accept a delivery date. There was also an occasion where our delivery team attended on the arranged date, but unfortunately the delivery could not be completed as nobody was available to receive the order.
We fully appreciate that customers may not always be able to accommodate the dates offered, but this did contribute to the overall timescale.
There was also a delay on our side when components required for the replacement were unavailable. We accept responsibility for that part of the delay and apologise for the inconvenience it caused.
Most importantly, we have continued working towards a solution rather than leaving the matter unresolved. We are now arranging the replacement delivery with the disassembly service included, so our team can dismantle and collect the existing bed and complete the replacement.
We are sorry that the overall experience has not been as straightforward as it should have been. We have tried to accommodate the you throughout, including agreeing to exchange the bed for a different model and continuing to arrange alternative delivery dates when previous dates could not go ahead.
We hope this provides some helpful context while also acknowledging the areas where we could have done better. Our focus now is on completing the exchange successfully and bringing the matter to a satisfactory conclusion.
Best wishes
Divan Base Direct Team
One of the best bed makers in uk i love…
One of the best bed makers in uk i love with there quality
August 6, 2026
Unprompted review
Reply from Divan Base Direct
Hi Zeeshan, thank you so much for your kind words! We're delighted to hear that you love the quality of our beds. It means a lot to our team to be considered one of the best bed makers in the UK. We really appreciate your support.
Best regards,
Divan Base Direct Team
Reply from Divan Base Direct
Hey Lalit, thank you for your review! We're delighted to hear that you're happy with our service. We really appreciate your support and hope you enjoy your new bed for many years to come.
Kind regards,
Divan Base Direct Team
Unreliable & poor customer service
I ordered a king size divan and a double divan, with headboards for both. I also paid extra for fitting, express delivery, and removal of packaging/rubbish.
From the start there were problems. I was called to say the colour for one was out of stock, so I changed it to match. On delivery day we received both bases, but only the king size headboard. The king headboard didn’t even match the base, and the double headboard was missing completely.
I then waited over 48 hours for them to “do warehouse searches” before they agreed to reorder. When the missing headboard finally arrived, the delivery driver refused to fit it or remove the packaging and was quite confrontational about it, so I had to leave it.
On top of that, the first delivery team left black handprints all over my walls. I had to wash every wall they’d been near.
I’ve paid for services I didn’t receive. I’ve emailed asking for a refund of the fitting fee and express service fee, and to ask what they will do about the mismatched king set. I was told it would be dealt with when the manager returned on Monday. I chased last week, yesterday, and today. Still no reply.
Very poor communication, missed items, damage to my home, and no resolution. I cannot recommend.
July 27, 2026
Unprompted review
Reply from Divan Base Direct
Hi Mary-Clare, thank you for your feedback. We are sorry that your order did not go as smoothly as it should have as the 2nd headboard was missing at the delivery depot and so the order was delivered without the 2nd headboard.
When the 2nd headboard was delivered, you did explicitly express that you did not want the drivers to assemble the headboard and only leave it at the door. This instruction was recorded on the delivery notes, and therefore no installation service was added to that delivery. Our drivers can only carry out the services shown on their paperwork, which is why the headboard was not assembled on that occasion.
You also asked us to refund the installation charge relating to the affected bed rather than have that headboard installed. This has been refunded as requested and explains why the drivers did not assemble the 2nd headboard.
Regarding the issue you have raised about the king-size headboard not matching the base, we are aware this is currently being dealt with by our team, who are in communication with you to work towards resolving this.
We sincerely apologise for the issues with the initial delivery and recognise that communication could have been better while the matter was being investigated. Missing an item from an order is not the standard of service we aim to provide.
We fulfil many orders successfully and take customer satisfaction seriously. When an issue does arise, we always aim to investigate it fairly and find an appropriate resolution. We are sorry that your experience on this occasion has not reflected the level of service we normally aim to provide, and we hope the remaining headboard matter will be brought to a satisfactory conclusion.
Best wishes,
Divan Base Direct Team
The headboard came with struts too tall…
The headboard came with struts too tall for the bed base. I'm being sent shorter struts, I'll'll see how that works out. I had ordered a low divan base and had expected corresponding sized struts. The person I spoke to put it all on me. Would not admit that if I ordered a low base, I would need a shorter headboard.
August 4, 2026
Unprompted review
Reply from Divan Base Direct
Hey David, thank you for your feedback. We’re sorry to hear that you were disappointed with the headboard struts supplied and with how the conversation with our team came across.
We would like to clarify that the struts originally supplied are our standard headboard struts and are routinely provided with our headboards, including when a low divan base is ordered. A lower divan base does not necessarily mean that shorter struts are required.
Many customers specifically choose a low divan base because they have a deeper or thicker mattress and want to keep the overall height of their bed manageable. In those circumstances, shorter struts may actually be unsuitable, as the headboard still needs sufficient adjustment to accommodate the mattress height. We therefore have to supply a standard fitting that accommodates the widest range of mattress and bed configurations.
We completely understand that your particular setup is different and that you would prefer the headboard to sit lower.
There is also an adjustment you can try with the existing struts. The fixing point on the back of the headboard is not positioned directly in the centre of the strut. Turning the struts around changes the effective length: fitted one way they extend further below the headboard, while fitted the opposite way they sit shorter. This may help achieve the height you are looking for.
Nevertheless, we wanted to accommodate your particular requirements. Although shorter struts are not something we normally stock or supply as standard, our team has managed to source some specifically for you which have now been delivered.
We hope this provides some useful context as to why the original struts were supplied and also demonstrates that, where a your individual setup required something outside our usual specification, we have tried to find a practical solution for you :)
Best wishes,
Divan Base Direct Team
Quick delivery and great customer service
Delivery was incredibly quick. Around 3 days from placing the order.
Quality of the bed and headboard is great.
Customer service was excellent.
June 4, 2026
Unprompted review
Reply from Divan Base Direct
Hi Clare, thank you for the fantastic feedback! We're so pleased your order arrived so quickly and that you're happy with the quality of both your bed and headboard.
It's also great to hear our customer service team looked after you well.
Best regards,
Divan Base Direct Team
Great Customer Service
I had some issues with my purchase in the beginning, however, it was well handled by Sam from customer support who helped me to resolve it. The bed is lovely and headboard is just stunning .
Thank you for being so patient and professional .
July 22, 2026
Unprompted review
Reply from Divan Base Direct
Hi Laura, thank you for taking the time to leave us such a lovely review. We're sorry there were a few issues with your purchase initially, but we're really pleased Sam was able to get everything resolved and make the experience a positive one.
It's fantastic to hear that you love your new bed and that the headboard has made such an impression! We'll be sure to pass your kind comments on to Sam, he'll really appreciate the recognition.
Thank you for your patience throughout and for choosing Divan Base Direct. Your feedback means a lot to the whole team!
Kind regards,
Divan Base Direct Team
Terrible communication, extremely long delays and they lost the mattress!
I've had a horrible experience attempting to purchase a mattress from DBD. I first placed my order in mid June, only to be informed that I would have to pay an additional £90 for delivery. Then for a full month I heard nothing from them unless I directly called their office and demanded an update. Finally today I called and asked for an update only to be told that between Friday and Tuesday the company that handles their shipping had LOST the mattress.
Despite directly telling me that it takes two weeks for a mattress to be produced and another week for it to be delivered at a minimum, they tried to tell me that they could have one sent to me by next week... I've heard better attempts at excuses and negotiations from students who left their assignments at home!
After losing all faith, I had to repeatedly tell the representative on the phone that I wanted a refund but he would not process it there and then, instead I have to sent an email to them for it to be considered.
Thankfully I've paid through PayPal so I can issue a chargeback if I don't hear by the end of today.
Would highly recommend against using DBD due to the lack of communication, long delays in shipping and overall reliability. I'm still at a loss for how a mattress company loses track of a mattress and forgets to tell the customer
July 21, 2026
Unprompted review
Reply from Divan Base Direct
Hi Shane, thank you for taking the time to leave your feedback.
We’re very sorry for the frustration and inconvenience caused with your order. We do clearly state in our delivery information that offshore addresses are not included within our free Mainland UK delivery service, and that deliveries to offshore locations can take an additional 1–2 weeks due to the extra stages involved.
For offshore deliveries, the order is first dispatched to our offshore delivery partner, then shipped across and passed to a local courier for final delivery in your area. This process is usually consistent and reliable, but unfortunately on this occasion your mattress was lost while in the care of the offshore delivery company. This is extremely unusual and not something we would expect to happen, which is why we were also very disappointed to learn of this.
We appreciate that, regardless of where the issue occurred, this affected your overall experience with us. We understand that the delay and lack of a clear update left you without your order, and we are genuinely sorry for this.
When we advised that a replacement could be arranged sooner, this was because we intended to make special arrangements to prioritise the replacement and get it to the offshore delivery company as quickly as possible. This was not intended to mislead you in any way. When issues do occur, we always try to go the extra mile to resolve them as quickly as we can.
We have recieved your email regarding the cancellation and your refund is in process. We rely on good service, repeat customers and recommendations, so it is never our intention for any customer to be left disappointed. On this occasion, both you as the customer and us as the retailer have been let down by the delivery failure, and we apologise again for the inconvenience caused.
Best wishes,
Divan Base Direct Team
Jack was extremely helpful
I called for advice and Jack was extremely helpful and knowledgable - he inspired confidence in the product so I bought a new base and mattress.
July 20, 2026
Unprompted review
Reply from Divan Base Direct
Hi, we're delighted to hear that Jack was helpful and knowledgeable and gave you confidence when choosing your new base and mattress.
We'll be sure to pass your kind words on to him. Thank you for choosing Divan Base Direct.
Best wishes,
Divan Base Direct Team
Good product at a good price
Good product at a good price
Good communication regarding delivery.
Good delivery experience.
All good!!!
Will be using again soon
June 18, 2026
Unprompted review
I ordered a bed from divan base direct…
I ordered a bed from divan base direct few year ago and I was so happy with it that I came back as I needed one for my son. The customer service was great from start to finish. Adam and Kay were very helpful, while there was a slight delay in getting the order. I was kept informed throughout the process. When the bed finally arrived I was really pleased with it and so was my son, The same quality as the last time. Also the delivery team were also helpful and were able to accommodate the delivery date around my schedule
June 26, 2026
Unprompted review
Fantastic experience from start to…
Fantastic experience from start to finish. Easy to purchase and the quality of the bed has lasted, bought one in 2018 and it’s still going! Through my own fault I broke one of the feet and the team were super responsive in helping me get a replacement when they really didn’t have to after so long. Would definitely buy again!
July 1, 2026
Unprompted review
Reply from Divan Base Direct
Hi Mallory,
Thank you for sharing your experience!
It's especially rewarding to know that your bed has served you well since 2018. We're always happy to help where we can :)
Your continued support mean a great deal to us and we look forward to helping you again in the future!
Kind regards,
Divan Base Direct team
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