Divan Bed Factory Reviews 

Was told bed would arrive on the 1st of march and called to make sure that is 100% correct due to a spinal injury and had to be sure on dates to take apart our current bed apart and they said the 1st. I called again as it hadn’t shown up and had stayed home from work that day to revive it. They said it will be there by the 6th latest so I stayed home from work again and it didn’t show up so I called again they said the 7th would be the absolute latest so I stayed home from work again and it didn’t show up. Calling the company itself is impossible as I was stuck ringing them for over 35 mins and there’s nothing to say how far you are in the cue so it just seems someone just isn’t picking up the phone and every time we called we couldn’t be directed to a manager … other times the phone like bounce to a pest control which said he had been reviving complaints about the company all week and he didn’t know why the phone diverts to him. We have been told it could be another week and not been given a date and still haven't spoke to any manager. We was told we would get a email from the manger the same day we called and we never got one. It is now the 11th march and it’s still not here … customer service is shocking.

I was told the bed would be delivered between 8 and 11 on 2 Dec. On 30 Nov I was contacted to say there had been a delay. It would now be delivered between 8 and 11 on 4 Dec. So far, poor but not the end of the world. Come the 4th, nothing had happened by 11. No contact from you. I rang. I had to wait over 30 minutes for the call to be answered. I explained the problem. I was told it would now be delivered today 5 Dec. I asked whether this could be guaranteed. I was assured it would be. I was also told I would be refunded 30% by way of compensation for the inconvenience. I went on the tracking facility this morning. It showed an ETA of 9:29. That came and went, as did 11:00. Still no contact from you; no explanation of what was happening. I am 75. I have never received customer service this bad. It is appalling. I can only assume that there are many customers in the same position as me and your staff are simply unable to cope with the tsunami of complaints!

I bought a single divan with drawers, and a few months later, the drawers have fallen apart as the glue that holds them isn't strong enough. These drawers are barely used as they contain sheets. I have emailed several times about this, and no one is getting back to me. Poor quality, and poor customer service.

Wow! Last time, they gave me a delivery time slot of 9am to 12pm, and then rang me at 11am to tell me they would deliver at 14:30 and I told them I wasn't prepared to take a full day off, and to reschedule for a weekend delivery (as I'd already wasted a morning waiting in for it). They initially said they'd have to charge me £30 to reschedule. Obviously, that was not something I should have to pay, for them telling me I should take a morning off work instead of telling me I should take an afternoon off work). Next, they rescheduled me for a Monday morning 7am to 10am. At 9:40, they texted me to say they were rescheduling me for 10am - 1pm. You can't call them on the number they text from, you can't reply to their emails. Zenith Delivery Service are useless. While Sleep Beds / Divan Bed Factory use Zenith, both are useless. Don't order from them is my advice. I even texted back to say you gave 5 minutes to call me to tell me you will deliver in the next 30 minutes or that's it. Did they? Nope. I will demand a full refund and will order a matress from someone who will deliver a matress to me.

I ordered the bed, paid for it. Received an email telling me it would be delivered on Wednesday 10th May in the 9am - 12pm. I texted back to ask is it possible to get a weekend delivery instead; no reply from them. Wednesday 10th May comes and I wait in all morning. I get a text at 11am to say they will deliver at 2:35pm. I wasn't going to take a full day off work, and I texted back to say so. At 2pm they texted back to say "Ok. You can contact customer service for the re-arrange." I asked how I contact them, but got no reply.

It's now Friday 12th May, I've tried phoning their customer service (they don't answer). I've tried emailing their customer service; nothing back. I've tried emailing Zenith Delivery Network and had no answer from them either. I don't think they even have any customer service. I've paid for a mattress and no sign of them delivering one, yet.

Mattress finally arrived, and not delivered by 2 man white gloved Zenith as website advises. Plastic covered in mud, and it was nothing like the wool,natural fibres, pocket sprung mattress I ordered. Far, far inferior mattress. Cowboys, scammers, stay well away.

Very good quality. Strong bed and very good price. A little issue with delivèry but everything else is perfect.

I am interested in a new base/headboard. However, emails and phone enquiries have never been answered. It seems impossible to contact this company. The discount code on the website doesn't appear to work either. Not impressed.

Never try to buy from this company! I read reviews from trustpilot and thought this company is great, so I bought 4 beds for my whole family. I have checked with the customer services for the delivery day. However, the company only informed me the delivery has been delayed for 2 weeks on the day before agreed delivery. I feel so sorry for my old ones and kids as they have to sleep on the floor for 2 weeks!

Apart from the delay, quality of the bed is absolutely terrible! One bed was damaged upon delivery, and 2 more beds has quality issue within 2 weeks! I asked for exchange and keep chasing for many times. However the customer services keep on making mistakes! They keep on deliver the wrong bed to me! I have dealed with this company for over 3 months and finally I gave up and asked for refund. The customer service can goes wrong everything even in the refund process!

I will never buy from this company again and hope to let the potential customer to know the truth and be aware when they want to buy anything from this company. Also beware this is the sister company from Divan Bed Warehouse.

They were really great and supportive and their delivery team were so kind and respectful.
They were utterly wonderful.

I am a voluntary caseworker for SSAFA and my client had found a bed that she wanted advertised on the website. I had never dealt with this company before, however, when I rang them the phone was answered by Zaid who was so helpful, sadly, something which you do not always experience these days. I explained the situation to him and he went through the order and explained that it may take a couple of weeks to complete. In the end, I received an email to say that the bed would be delivered within just over one week. This is exactly what happened and my client was extremely happy with the service she had received. I certainly have no complaints whatsoever about the service which I received and would definitely use the company again in the future and will recommend them to others in SSAFA.

Be careful with that company as they treat the customers however, whenever and whatever they like...
I needed a new bed, so I found this company on Google. All positive reviews, all glamour and shine! Browsing through their website is just fine, it does the job for a SHOPIFY-based website. I don't know whether you have felt it while choosing your bed on their web page, but it's simply not that Premium feeling you get when you go with a reputable company. Especially when it comes to the payment - you see all of the regular options - Visa, Master, Maestro, Amex, they have decided to add Google Pay, Apple Pay as well, which is fine, but how many people you know, use bloody Diners Club, Discover or Shop Pay in UK??? What they haven't added, and nowadays is one of the most popular ways people prefer to pay is Paypal. Why? Because with PayPal you are protected, you can raise your voice, you are protected as a customer, you can complain and get your money back when you are not happy with the service. Because when you pay directly with your debit/credit card, you take full responsibility and it is much harder to get a refund. I have read enough reviews here, when people were charged for reasons beyond normal behaviour. This means the company just wants to take your money. 'Who cares about the customer?' (Pardon the question...) They will give you inferior bed if they wish, whenever they wish. You just pray to be lucky to get a good one! The bed will have ZERO quality control at the end of production - either the drawer will be broken or you won't be able to push it back in, or the sawing will be botched, or your headboard will be squeaky cause it is missing a screw. They will make you wait for delivery 2500 days after purchase, and charge you again with a made up excuse they throw at you...on a whim. "The mistake is always yours and that is why you gotta pay for it!" Even if they call you to arrange delivery, on arrival they say they have forgotten to load your bed in the lorry, so you have to sleep on the hard floor. Don't worry it's just for one night, not a biggie! ;)
But people like me are here to tell them straight in the face that they EXIST BECAUSE OF THE CUSTOMERS AND MUST WORK FOR THE CUSTOMER, GO EXTRA 10 MILES, NOT JUST ONE! ALWAYS Show respect and say: 'Thank you for choosing us'! This company's customer service don't even give you explanation why they don't wish to add PayPal as an official payment when you ask - they will just ignore your email, just like they ignored one of the customers by not delivering her purchase and she had to chase them. Because the lady lived in Scotland and was too far for the delivery to be accomplished! Not that they disclosed anything in advance or gave her any information regarding her order by email or phone... If they treat the customers like that, God knows how they treat their employees - slave drive them??!!

Giving three stars as they did refund me in the end for shipping/assembly (although I had to chase for it).

The driver arrived late at around 11pm. I had just moved into my new home and had no furniture. They called me the day before to confirm delivery, so I cancelled my other accomodation as I couldn't leave my house until they came anyways. Once they arrived, they informed me that they hadn't loaded the bed into the truck. This was obviously very upsetting, as I had nowhere to go and nothing to sleep on. They then said they could offer me a temporary bed (the one left in the truck), but then rescinded that offer as the mattress wasn't the right size. Long story short, I had to sleep on the hardwood floor.

Customer service was polite and assured me I would be refunded for the assembly (which I indicated wasn't enough, but they said that and a discount on a future order was all they could do). However, I was dissapointed that I had to chase up this refund two weeks later. They assured me it would be in my account "soon". When I asked for proof, that's when the refund was actually processed and I received it a couple of days later.

The price of the beds are good, but it's clear they're suffering from some operational/service issues.

I made a genuine mistake ordering 2ft 6" headboards instead of 3ft and I have to pay a £60 fee to have the items swapped!
Make sure you enter the correct item!!!
Would be nice if the person(s) processing, picking or loading the order had noticed and said something as well instead of letting the whole order proceed.
I don't think there are many other companies who charge consumers £60 for a mistake when they can get the original items back. I was told that even if you want to return the items its a £60 charge and the fact that the headboards that arrived don't actually look like the ones in the photo, is my fault as well.

The delivery drivers were fast and helpful and I cant fault them.

The bed is lovely, the luxury mattress is very comfortable, the footboard is a great addition. It did take 15 days to arrive. I had an issue with the drawers not opening/closing very well, one of the drawers had to be lifted up to close, and fabric was coming away on the corners of the drawers, I contacted customer service who were a great help, very polite and happy to help. They arranged a new bed which took 3-4 weeks to arrive, the headboard is fine and the drawers open and close but there is a gap down one of the drawers and the fabric on the corners of the drawers are still coming away. This is obviously a design floor which I am not happy about, I paid alot of money for this bed, I was assured the replacement bed would be quality checked to the highest standards before being shipped out me but I don't believe this was done, I'm going to try & find some L shaped corner covers to try and prevent the fabric wearing away even more and completely ripping. I wanted to leave an honest detailed review for future buyers.
Delivery drivers that collected the faulty bed have left black marks up my wall and scraped off all the gloss on the banisters that had not long been decorated.

Ordered 2 beds, both of which were delivered quickly. Unfortunately the colour of one of the beds wasn't right. It was a nice colour & the one I'd chosen but didn't go with the rest of the decor. Despite the fact that it was essentially my mistake the sales team were super helpful & responded immediately, agreeing to exchange for another colour. They even sent me some samples so I could be sure of the correct choice this time. Very happy with both beds & the service from this company. Pity more companies don't have such good customer service

Their products are of nice quality.

I have ordered double Ottoman bed and really happy with it. I have also ordered Kensington Cashmere 1000 Pocket Sprung Luxury Mattress and its also firm and provide great support.

Their plus point is their Amazing customer service which are really helpful to cater all our needs.

I ordered a bed on 8th October. Had no confirmation of delivery so phoned. Was told it'd be the 4th November. Was advised I'd receive an email confirming. No email..phoned on 4th..not delivering tol 17th November.
Now, I know I got it cheap in sales..free delivery even to me near Inverness!! But..they had no intention of even sending the bed due to me getting it very cheaply and living far north..the cost of delivery would have made it not worth anything to them...
But why not just say, sorry madam, but unfortunately the cost of delivery for us is too high compared to what you paid.
I had to phone and email this company for any confirmation, not them email me to infirm me...this is bad practise.
I'm getting refunded and won't be recommending this company to anyone.

Bed arrived on time with good service. Price and quality ratio of the bed is in line. Don't expect too much with this reasonable price.