In order to assist future customers to make informed decisions please leave some feedback about your purchase. It does not have to be complimentary but we do ask that your comments are a true reflection of your dealings with us and the product you have purchased.
What information is required?
It would help if the following points could be addressed:
- Product Satisfaction (Name Product purchased)
- Customer Care
- Would you recommend us?
- Any other comments?
Many thanks for your time and response,
John and Ryan
Just Recieved my Firm bespoke Artisan Mattress – Wow What a bed ! be warned you will need 4 Sumo sized wrestlers … To lift it !!
Someday ” All Beds Will be made this way ”
I wanted to buy a Vi Spring mattress and by chance ..Came across a forum with a girl who strongly recommended this firm. I studied the web site and you do have to think there comments may be one sided they have to sell etc ..I spoke to Ryan personally and duly purchased an Origins 1500 and a bespoke Artisan Mattress.
I am a tough customer and so is my friends wife LOL – she tried them out as well I as I did ( Not together of course ) I am very happy to say to anyone .. DON’T GO ANYWHERE ELSE !!
I was so impressed with the Origins – I may have to buy three more. They are so well made and finished off. My only problem was the Artisian was so heavy and too well made it did not get up my 1st dog leg staircase ! You try lifting it up over a Balcony …
I don’t normally give praise lightly but after spending 3 months looking at every bed shop DON’T GO ANYWHERE ELSE !
Hi Ryan
Many thanks for getting our new Artisan Naturals 1200 Zip&Link Super King Size bed to us before Christmas. We are very impressed with both the comfort and high quality of the bed. I shall have no hesitation recommending your beds to friends and family.
I know that you are keen to hear feedback so I will mention that I was very disappointed with the delivery service. It was a very ‘dump it and run, sign here’ type of delivery. The two guy’s literally ran the items into the house, dumped them in the nominated room without appearing to take a great deal of care along the route and then asked me to complete/sign a multiple question/satisfaction form without even unpacking the bed to check for damage. Needless to say they were not interested in unpacking the bed or taking away any of the packing when asked.
Personally in hindsight I would have gladly paid a few pounds more for a delivery service which at least took away the packing material and checked the item for damage before leaving.
Kind regards and have a nice Christmas & New Year
Ron Jones
Hi Ron.
We are genuinely sorry and frustrated to hear how the courier dealt with your delivery. It is certainly not how it should have been.
We pay handsomely for top notch service including the removal of all packaging and feel really let down when the people we have selected to be our public face do not fulfil promises made. It is unusual for this to happen and fortunately complaints are very few. I am however really grateful that you got in touch as I will forward your comments to the courier. By the end of the day today the relevant depot manager will have traced and contacted the lads that did your delivery and reprimanded them as they take complaints like this as seriously as we do.
In the meantime I hope you have a great xmas and new year and you are happy with your new bed.
Thanks for getting in touch amd leaving your feedback.
Kind Regards
John and Ryan
Hello Ryan and John
I often think of you guys as I climb into our Origin 2000 SuperKingsize mattress we bought in the Spring
. It is such an oasis of comfort 
. I’ve been dreaming about getting a double for our guest room… maybe Santa will bring one down the chimney…?! I hope you guys will be getting some R&R yourselves over the hols. Thanks again.
All the best
Robin (and Tony) in Dorset
Ryan, John
I have waited a week into the “2 week love it or return it” period, but now have no hesitation in writing to say that we love our Artisan 1200 kingsize medium tension. It is absolutely superb. It is so comfortable and supportive and very high quality and the base is very good, much better than your website description ! We tried Harrisons and Vi Spring beds in stores costing up to £2500 more than the Artisan Naturals so have saved a considerable amount of money. We have both slept well and now wake each morning without back ache. Thanks to both of you for your help in responding to comments and phone calls before we ordered. Our bed arrived on schedule and the courier company were excellent and assembled the bed. To anyone worried about buying a bed from Ryan and John – unseen over the internet, there is no need to worry
In need of a new mattress – our old one of 4 years was showing signs of sagging as well as our being able to feel each and every spring. – we came across this web site and were blown away by the honesty of these guys. After studdying the various videos we were pretty well decided we were coming here for our replacement.
More research, however, was demanded as that is what you do. We visited one or two places including one where we bought some beds from many years ago for our flat. We felt we were being told what we wanted to hear or what the saleman wanted to tell us.
Decision made we came back and spoke with John or Ryan (they look the same over the phone) and discussed our needs. Result was that we ordered an Artisan Naturals mattress for our bed.
3 weeks later we got the call to ask which day would suit us to deliver. Appoinment was made and come the day a call was received early in the morning that the mattress was 15 minutes away.
3 weeks have gone by and we have not regretted our choice for a moment. The comfort levels are superb – as good as any good quality hotel bed in fact.
Many thanks guys for a simple and enjoyable buying experience. We are already decided that when we need to replace the beds at our flat we will be giving you a call subject to sorting out the logistics we will strike a deal.
Regards
Bernard and Linda Riches
While looking for a replacement mattress I came across your website and was impressed with how how informative it was on all aspects of mattress manufacture. It was also obvious that you are passionate about your craft. I subsequently discussed my requirements with Ryan and ordered a king size Artisans 1200. While I had to wait some time for delivery, this issue was dealt with professionally by Ryan and I have to say, it was worth the wait. The mattress oozes quality and is very comfortable. I have in fact recommended it to my daughter and son-in-law who are looking to replace theirs. The only point that I would make, in relation to this mattress, is that it is no lightweight, which I expect is accounted for by the amount of material contained in the mattress, and therefore anyone infirm might have difficulty in turning it.
In conclusion, I would have no hesitation in recommending you and will certainly return for any future purchase of a mattress.
Regards.
Les
hi john&ryan
THIS SEQUENCE POCKET SUSPENSION KING SIZE BED IS FIT FOR A KING FOR SHEER QUALITY.PRICE £705 AND COMFORT IT HAS TO BE THE BEST BUY ON THE INTERNET
A TRUE PAIR OF GENTLEMAN AND A PLEASURE TO RECOMMEND TO ANYONE WHICH I WILL BE DOING
THIS IS MY SECOND FEEDBACK BECAUSE AFTER MUM&DAD BOUGHT ONE AND SEEING THE PRODUCT I BOUGHT THE SAME BED
THAT PROVES THE HOW GOOD THE PRODUCTS ARE
THANK YOU JOHN&RYAN
I was in need of a new mattress and spent weeks looking in shops, tried a few out ,but was still undecisive.
I found this website , had a good read and then rung up and talked at length on what i was looking for.
I was advised extremely well and bought the Origins Pocket 1500 double mattress.
I was apprehensive as i hadn’t tried it beforehand.
The bed arrived when stated, very helpful delivery men , took it upstairs and took packing away for me.
I can honestly say , this is the best mattress i have ever had and unbelievably comfortable.
Since buying this i also added a magnatherapy topper and have not since had the terrible back problems i was experiencing before .
I now put this down to having a bad mattress before this one and i would never buy from someone else now.
I highly recommend these guys and thank them for all their help,time and patience.
hi john&ryan
my mum & dad are over the moon with the bed you recommended
sequence pocket suspension double £645
mum phone me to say she was on her way to bensons about 2 weeks ago at the same time i was reading your website for the first time and the imformation and your honested was so refreshing i told them to phone yourself first and have a chat
bearing in mind mum dad are well past retirement age she had previously never bought off the internet herself dad had on a few occassions
their budget was £1000 which they told yourselfs and which is alot of money for their age
so to recommended the bed which was £645 a bargain for the quality and speed of delivery
shows the integrity of the two gentlemen john and ryan
HONESTY RELIABILITY TRUTHFULNESS
which is why i would recommended them to anybody who reads their website and everybody i know
from anne & fred
and a greatful son daz
Buying a new bed is hard enough — let alone buying one off the internet sight unseen and un-tested — so I admit to being more than a little wary and sceptical about Ryan & John’s offer of a “complete refund or swap if not happy”.
However, take it from me, what they say is EXACTLY what you get … AMAZING beds, FABULOUS customer service and UNBELIEVABLE quality and value for money.
After much research, I spoke with Ryan a few times who advised me on the possibility of two zip n’link bed types to suit us. We decided on the more expensive sequence 2000 latex version, only to find out, when they were delivered, that they did not ‘zip n’link’ owing to a factory error with the positioning of the zips! I rang Ryan who apologised sincerely and said he would have new ones sent within a couple of days. Bearing in mind their ‘test and try’ promise, I suggested we wait to see if the beds were right for us before they made yet another long delivery trip. Ryan thanked us profusely and told us to ring in a week (he was going on holiday) to let him know decision.
Sadly the latex mattresses were too hard for us … I rang Ryan who immediately arranged for a set of Origins 2000 (Ryan’s first choice based on our conversations!!!) to be delivered. These beds are perfect.
After a few days, I rang Ryan to tell him the new mattresses were great and within minutes he had refunded the full £150 difference back into our bank account. NO questions, NO hassle, just straightforward, direct honesty.
These two guys really DO take their business seriously – they want you to have the right bed for you. They do not try to ‘up-sell’ – they simply listen, ask questions and then suggest what they feel is the most suitable bed type for you and your needs. And if it is wrong, they change it. NO problem.
In this day and age it is hard to believe that a business actually offers up-front honesty and a customer service that goes WAY beyond the norm, but the fact is that Factory Beds Direct (Manchester) is bursting with integrity, quality and a service that is truly hard to beat.
As a sales/pr person myself, I’m particularly hard to impress … but I’m definitely impressed with Ryan and John. I’ll be back again – and I will definitely suggest friends and family buy from them, too. These guys do exactly what they say on their website. BRILLIANT.
Hi John and Ryan,
Just a quick thank you for both providing the Origins Pocket 1500 mattress and the A1 service you provided. This is the first time I have left feedback – a testimony in its on right!
My experience…………………
I ordered the mattress after searching high and low for a mattress that would replace our ‘cheap’ one that we had had for just over two years and serve us for the next decade or so. As a rule I search the internet for as much information as possible prior to making any purchase of significance – I came across John and Ryan’s web-page and was wowed with it’s refreshing take on honest professional trading with no gimmicks attached.
I sent Ryan and John an e-mail explaining that I was hoping for an early delivery due to an impending operation. John and Ryan duly took my situation on board and endeavored to deliver early. The mattress arrived on time and unfortunately was marked in several places whilst in transit by a courier. I turned the delivery guys on their heels and rang Ryan to tell him of the situation. From the onset Ryan was professional, apologetic and honest and truly shocked that the mattress was not transported correctly and how he had stipulated.
I refreshed Ryan’s memory about my forthcoming operation and he remembered and apologetically told me that he was going on holiday for the remainder of the week so was unable to fulfil the delivery until the week after. Twenty minutes later I had a phone call off Ryan and he offered to personally bring an alternative mattress to ensure I had something to recover on !. I appreciated the gesture but did not take up this kind offer – If honest I was quite shocked by this caring nature – something that other companies should take head.
A week passed and true to their word both Ryan and John turned up at our house with the mattress. They took off their shoes (much to the delight of my wife) and carried the mattress up the stairs, into our bedroom and placed correctly onto our bed.
From order through to delivery the process was smooth and professional with the personal touch, albeit a slight hiccup with the first delivery we are delighted with our mattress – We can say with most confidence that we will recommend to our friends and family.
Cheers and all the best
Paul
Hi Paul. We very nuch appreciate your feedback. There was a time when Ryan and I carried out all our own deliveries, we delivered to an hourly time slot, we assembled, we chatted and did all we could to ensure the upheaval associated with changing a mattress/bed was as painless as posible. Nowadays, we have to use the services of a third party courier and therefore some aspects of the process annoyingly falls out of our control.
However, when things go wrong we still take it very personally and do all we can to make amends. In your case Paul, and for the benefit of other readers, we would have rather you accepted the delivery – even though the packaging was obviously damaged – and we could have sorted out a replacement afterwards. We do not need to see signed paperwork from the courier to prove it was damaged – if any of our customers say they are not happy, then that is good enough for us and we will do all we can to put it right.
It was a pleasure dealing with you Paul and pleased that all worked out well in the end. Due to the nature of our business there will be no doubt that similar ‘Hiccups’ will occur but we hope that potential customers have enough assurance to see that Ryan and I will do our best to put things right. John and Ryan.
This website has been a life-saver, trying to find extra-long king size mattress. Toured lots of retail places, all really expensive and little option. Mattress supplied by John and Ryan at one third to half prices we’d been quoted and on a much quicker delivery time! Its an Artisan Naturals – really comfy. My husbands niggling back pain has disappeared. John & Ryan were very helpful & friendly.
Hi, I ordered a zip and link superking latex 1500 on one side and 2000 on the other. I would really recommend ordering from factory beds- I was a bit hesitant at first and had been looking at mattresses on the internet for about 3 weeks!! I’m really glad that I made the order, not only is the mattress great quality but John and Ryan did everything they could to get the mattress to me as quickly as possible- I’m 8 months pregnant and was sleeping on a double mattress on a superking base, which was a nightmare to try and get out of in the middle of the night(!!) and the mattress was delivered to me by them as soon as they could (there was a delay of 2 days from the factory but John and Ryan phoned me each day with an update) and the mattress was still delivered within about 10 days from order- much quicker than anything I could have got from vi-spring or somnus- the 2 other options I was looking at who do superking zip and link with different firmness on each side. John and Ryan delivered the mattress themselves, took it upstairs, put it on the bed base, moved the old one downstairs and tool away all the packaging and advised me on how to keep the mattress (no need to turn etc.) and they were both absolutely lovely and really helpful. Very pleased, is heavenly to have a decent night’s sleep! WOuld recommend them to all and would definitely order from them again. Big thanks to John and Ryan!
hi to John and Ryan.. like many of you out there who are lucky enough to have found this site and who are searching for the perfect mattress from the perfect shop, look no further, i have been searching lots of different websites reading about mattresses which brand to buy what filling spring etc, and all information is on this site, they tell you everything you need to know, i can honestly say it as been a pleasure buying a mattress from these guy’s i would recommend them to anyone and everyone, they are not pushy salesmen who just want a sale, they are honest trustworthy and a pleasure to do business with, so dont worry and dont bother going to a branded shop.
I purchased a Sequence Pocket Suspension – double mattress and John and Ryan delivered it and carried it up the stairs and put it on my base, took away all the packaging and even took there shoes off when carrying the mattress into my house..
Had a wonderful nights sleep on my new mattress i cant believe how uncomfy my OLD mattress was …… its heading for the tip…..
Just want to say dont delay talk to these guys they will take care of your needs and wont sell you some old rubbish that wont last…
MANY MANY THANKS ………………
Hi John & Ryan,
I purchased an Artisan Naturals 1200 off you, which we have now had for almost two weeks. Having researched my options, mainly using your excellent and informative website, I decided on this mattress. Buying any mattress is a gamble, as you never really know how comfortable it will be, until you’ve slept on it a couple of times. (Five minutes of self conscious reclining, in a shop, is not going to cut it). Having discussed our preferences, weights and sleeping habits with you, by email and over the phone, you suggested this mattress in medium firmness. I have to admit that I was still nervous about ordering a mattress over T’interweb, sight unseen! It was only your advice and money back guarantee, that gave me the confidence to go through with it. I did get a bit nervous when, having promised me a 3 to 4 week delivery time, I hadn’t heard anything at all from you, after 5 weeks. Thankfully it was just a mix up with my email address and phone number and once I’d gotten back in touch with you (I didn’t get in touch sooner as I didn’t want to pester you) we sorted it out. I have to say, I’m very impressed with the quality of both the mattress and the divan base. The divan base is of a far better specification than your description would suggest and half the price of similar ones I had been shown in the shops! You can relax now, as, after almost two weeks, I can safely say that I’m not going to be claiming against your money back guarantee!! The bed is excellent! Very comfortable! We are extremely pleased with our purchase and would have no hesitation in recommending you to anyone! Many thanks and keep up the good work! Regards, Steve.
I’d like to recomend John and Ryan to anyone who is looking to buy a new mattress of exceptional high quality and who are looking for the most honest and best customer service you will probably ever receive.
I bought a Origins Comfort 1000 which is the cheapest in their range (recomended by John) as myself and husband are only of a slight build and I could not believe the quality for the price. As a lady who has purchased a few mattress’s already, it really made me realise how much you get ripped off by mattress stores. Even though the mattress was not suitable for me (due to Fibromyalgia not because it was a poor mattress or a bad recomendation), John was very understanding and very accomodating to all my questions and worries. He refunded me in full even before the mattress was collected and let me keep it until I received my next one. He gave me endless advice trying to help me work out which would be the best mattress for me. He was there to answer all my calls and if he missed one would call me back as soon as he could. Sometimes my calls were very early in the day-sorry John!!
I can’t fault these guys and if anyone is doubting them then that is a shame because you very rarely get fantastic advice, customer service, honesty, quality and patience from a company these days let alone the fact that these guys will give you a full refund and collect the mattress at their own cost if the mattress is not right for you!
Thank you John and Ryan, I have learn’t so much from you guys and really appreciate your time, effort and patience with me!
Product: Sequence 2000 Latex
Hi John and Ryan!
I hope you are well. Thanks for the mattress! I’m really happy with it and I’ve been sleeping great this month.
My review:
I came across John and Ryan’s website after trying to find out the exact differences between all the various mattress types. Most shops just reel off an obviously prepared marketing speech full of buzzwords without really giving much information but on this website I was impressed by the amount of informative articles and most of all by the video of Ryan cutting open one of his mattresses to show you what’s inside it. It’s nice to see what’s really there and more importantly why it’s there instead of the usual marketing guff.
I ordered online and a few days later got a call back saying the mattress would be delivered soon. I was really impressed when the delivery wasn’t made by courier but by John and Ryan themselves! You just can’t get that level of service from a big firm. These guys really know their stuff and had loads of helpful tips such as getting a mattress protector and how to turn it.
The first thing that impresses is how deep this mattress is. Nearly 30cm of support!
I’ve delayed writing the review immediately so i could have a month to get used to the mattress, try different sleeping arrangements and see if/how it changes over time.
I have to say, it’s very impressive. The latex is on one side of the mattress so it doesn’t need turning but I’ve tried the other side as well to see what the pocket springs are like.
On the springs side, it’s fairly firm and supportive but obviously the reason for buying this particular mattress is the latex. I prefer it a lot more than the springs side and I’m glad i went for this model. The latex side is noticeably firmer and has a different feel since it is a continuous layer rather than independent pockets of suspension. Saying that, with two people, neither will end up rolling into each other unintentionally! There’s a nice dampened feel to moving around on it.
The rest of the bed is very well made, the sides are nice and thick while the handles are strong enough to make it easy to shift around when needed.
The only thing is that now I’m over protective of my bed and mattress! When people sit on the side, depending on who they are, I kick them off onto the floor or make them lie down on it fully to try the latex feel! Maybe I’ll grow out of it.. but I doubt it.
In summary, the Sequence 2000 Latex is really well made and I have no problem believing that it will provide many many years of comfortable sleep.
As for John and Ryan, they are fantastic. They know their products and offer great service. As I said, I just ordered online, but i have every confidence that if I had needed to chat to them to decide what mattress would suit my needs, they would have been able to advise. I wish them all the best in the future and 100% recommend them to anyone looking to buy a mattress. When I need a second mattress, I know where I’ll be calling first.
Best regards,
Robin
Warning..do not shop for a mattress anywhere but with John and Ryan!
Spent a month searching for a mattress…then came across the factory beds website.
Through the site ,i became mattress educated !
Ordered the Sequence 2000 @ £540.00
John and Ryan delivered just over a week later.
Initially , thought the mattress too firm, but Ryan advised me to give it a few days, after being used to a sub-standard item for a couple of years.
I`ve grown to love my mattress, and even my estranged girlfriend has returned!
Not sure if it was because of me or the mattress!!!
After a month ,i still look forward to early nights on my new mattress…perfect.
Have recommended John and Ryan to family and friends…
Many thanks to the pair of them!
I just wanted to leave some feedback re: my Artisans 1200 superking zip and link. I have been used to a Vi-Spring mattress and after doing much research realised I couldn’t afford a new one. Could the Artisans really be as good but at a fraction of the price? Well, after 2 weeks of sleeping on it I can tell you, yes. In fact i think it is even more comfortable than my old Vi-spring bedstead mattress. Also, John and Ryan were brilliant. They did simple things like immediately remove their shoes before coming in to our house and they also took my old divan and mattress downstairs and carefully wrapped them up – really first class service. I am now going to save up for the Artisans bespoke and put the Artisans 1200 in our guest bedroom!!
I had to chase them up a few times re delivery date but that was a very minor downside in what was a brilliant service.
Just bought an Origins Pocket 2000 Super King Sized Zip & link bed and wanted to say thanks for a fantastic buying experience.
Ordered online on a Sunday, was delivered the following Wednesday to deepest darkest Somerset! I buy a lot online but don’t think I have ever received such a personal and efficient service for such a major purchase.
I took a flyer on your business and the bed based on online recommendation and the information on your site – and I don’t regret it – the bed was bought for our spare room, but we have decided to keep it for ourselves as it is better than the one we had, which was more expensive!
So thanks again for supplying a good product at a good price, and with a smile! It’s not rocket science is it, but its amazing how many businesses don’t seem to have figured it out.
My partner and I recently decided to invest in a new bed, and, after much searching, came across Factory Beds Direct. We were impressed with the amount of information contained in the website, and with John and Ryan’s apparently high standards of customer care, so we decided to give them a shot.
We read through all the product descriptions, and had initially decided that the Artisan 1200 would suit our needs, but after an exchange of emails with the guys we decided to take their advice and go with the Sequence Latex instead. This was delivered promptly and efficiently, but imagine our dismay when neither of us found it to our liking !
We contacted John and Ryan who immediately reassured us that they would exchange the mattress for our original choice, the Artisan, with no hassles whatsoever.
Sure enough, a couple of weeks later, back they came with a brand new Artisan 1200 made to our specific requirements. They made no quibble about the exchange, and indeed were most apologetic that we had not found the Sequence to our liking !
We have been sleeping on the Artisan for a few weeks now, and I can state without a shadow of a doubt that it is the most comfortable mattress that I have ever had. We are over the moon with it.
In summary, we would recommend Factory Beds Direct to anyone. John and Ryan are totally sincere in their commitment to ensuring that their customers are supremely happy with their products. I wish more companies worked like this !!!
Just a quick note to say thank you. My wife and I are very pleased with the mattress (Origins 1500) At first I was a little concerned about the firmness but it has softened up nicely in the first week and I am very impressed with the quality of it. Service and delivery were spot on and I will recommend you to friends and family whenever I get a chance.
Hi John & Ryan
We just wanted to make sure everyone knows that you are THE guys to buy mattressess from……Simply the best …..better than all the rest,… sorry, had to burst info song for a min lol!
)))) i cant tell you how brilliant it is to wake up and not feel worse than when i went to bed!
We bought the Sequence 2000 for £540.00 and Ryan delivered it on sunday eve 29/5/11. At first i hated it!! i thought OMG what have we done but Andy spoke to John and he said to persevere as our previous mattress had been pretty soft and i am sooooooo glad i did!!!!
Its now 19/6/11 and i am waking up with NO back or neck problems
Its obvious you guys are really busy but thats because the personal service you offer simply cannot be found anywhere else!
We have never experienced the sort of specialist knowledge and customer care you guys offer, from pre and after sales advice and the amazing offer of a replacement if you do not get used to your new mattress!
You put the big companies to shame!!
We hope you continue to stay exactly the way you are and anyone out there dithering about their mattress purchase as we were STOP …..deal with John & Ryan they simply are the best !!!!
Thanks guys, we will never buy from anyone else thats for sure and neither will our friends and family!!! xx
Hello,
I think your concept is great, you give honest information and I must said I learned a lot from your webside during the decision process about which bed to buy… Unfortunately I tried a few times to speak with one of you but everytime you seemed to be very busy… I guess you have a lot to do, but probably it would do well to your business to get an extra person for customer service if that is too expensive then maybe setting “call in” hours where people can call you to get the information needed, sometimes the decision is done and we buyers just need to hear your expert opinion and the deal will be done… Anyway, I am interested in the Sequence Support 2000 or seuqence pocket suspention… not sure thou: I weight around 50 kilos and like it firm (not a stone thou) It will be King Size. Please let me know as soon as possible, delivery time HAVE to be before 14 June in SS14 . I know it is a hassle but my removal will be done then…
Please get in contact with me at:****** , at the moment I am in Germany so I have only a German number: ****** in case you want to get in contact.
I hope it will work.
Best regards
Elizabeth
Hi Elizabeth, So many apologies. This is not the first time this kind of comment has been made but unfortunately as we are getting more well known it is becoming harder for people to get through to us. We carry out 95% of deliveries ourselves and are constantly on the road usually from 7 in the morning to late at night. This extends to well after midnight on days when we travel down to London and the South Coast.
During this time whilst one of us is driving, the other is constantly on the phone usually replying to the myriad of mails we receive, and of course helping our customers with their enquiries.
We have no intention whatsoever of employing someone to field calls, as the very heart of our service is the fact that we talk with our customers at great length to ensure that they are selecting the right mattress for their needs. We are also of the mind that as our mattresses can cost anywhere between £300 to over £1000 – no small amount for a purchase ‘sight unseen’ it is only right and proper that we spend as much time as it takes to discuss their potential purchase without our customers feeling they are being rushed. As well as this, Ryan and I carry out full and complete assembly of our products to ensure any posible fault that may occur can be rectified there and then. As a courtesy we do not answer our phones whilst we are in our client’s home.
Finally, your request for specific delivery by 14th June (Now 9th June) is I’m afraid, not posible. Our delivery schedule is currently between 12 – 14 days of ordering. The use of a courier is an option but again much too late to get the product ordered, manufactured, collected and to the courier within two days [discounting the weekend] to get it to you on the 14th would be pushing our abilities to the limit. I will give you a call tomorrow (Friday 10th) to see if there is any flexibility with your delivery dates. Perhaps we can come up with a solution to all of this at such a late date.
I trust that this response goes someway in explaining why you found it difficult to get through to us and I hope that our service record within these feedback pages gives you the assurance that we do take great pride in our work, our products and our standards of service.
Apologies again. John and Ryan.
Update. Hi Elizabeth, We cannot seem to get through to the German number you supplied. Ryan has sent you a mail with alternative contact details. John.
Why would anyone go to Dreams?!?
Ryan and John provide the best beds, at the best prices with the most amazing customer service. The love it or return it guarantee took all the concern about buying a bed online away and they were true to their word! Flexible and patient enough to cope with our changing requirements from zip and links to standard mattresses and from pocket sprung to latex- they have delivered!
I have one Visprung bed and wanted similar quality without the price tag in a second bedroom and the bed they delivered matches it.
I have already recommended this site to several friends and posted the link on facebook. Many thanks to you both for such great service.
All the best
Sarah-Jayne
I’m a reader from the U.S. and wanted to let you know that you have the most complete and unbiased information of any site I have found regarding mattresses and their myriad differences. Thanks so much for providing the great advice. I just wish it was possible to buy a bed from you. You are far more knowledgeable (and honest!) than any of the salespeople we have encountered.
Just wanted to thank you both for your endless help and patience in the pre-purchase phase and for co-ordinating seamlessly with our shipping agent to get these beds out to France.
We bought 5 extraking zip and link beds for the chalet business we run and we’ve had nothing but complements on how comfy and supportive the beds are. In addition, the reduced height bases work really well in the bedrooms up in the eaves of the chalet.
Great experience all round and tremendous value for money on the bed performance to-date!
Would certainly recommend to others – thanks again, Rob.
hi john and ryan. just want to say thank you for selling me the most comfortable mattress (Origins Pocket 1500) its lovely im really happy with it. and your service was fantastic i couldnt believe you orderd it tue and deliverd it thursday. and thank you for the advice about the base it was apricated i got the mdf that you said about. well i will defanatly recommend you and you are 2 lovely and friendly people so thank you very much and take care keep up the good work.
I was initially very impressed with the knowledge of Ryan and his recommendations when discussing my needs for a superking mattress.
We agreed a delivery date before I placed the order and this is when things started to go wrong. The mattress wasn’t delivered on the day agreed as they forgot to book it in and the next available delivery was 4 days away so a nice new bed frame sat in my room but no mattress which was not great.
The mattress was then delivered as agreed first thing in the morning but again things went wrong – I was due a £50 refund on the day but they forgot. A cheque was then going to be posted to me and again it didn’t show up. I chased them up again and it was then going to be hand delivered and again it didn’t show up. Eventually the £50 was transferred to my bank account a month after I initially purchased the mattress.
The mattress is excellent and good value for money and whilst they did try to remedy the issues, they let themselves down with not doing as promised. I can only assume this is a one off as generally the feedback for their customer service is good and I am very pleased with the mattress. Despite these issues, I would recommend purchasing a mattress from Ryan and John.
Hi Claire. Many thanks for adding your feedback. Our heads are still hung in shame that we actually forgot an important specified delivery date. Even our compensation apology of £50 didn’t work out as planned and we can’t apologise enough for what amounts to schoolboy errors.
We did of course promise to deliver before 8AM to London for which we are thankful no motorway holdups from Manchester occured to prevent us keeping that one. Then we really would have been mortified.
Since receiving your feedback we have re-assesed our delivery procedure and come to the conclusion that if we should fail to deliver on a confirmed day then we will compensate our customer £50.
Thanks again for your feedback Claire. We want to be the best and only by finding out exactly where we fail will we ever get there. John and Ryan.
Hi Ryan
Thanks so much for adding our mattress to your camping trip. Sorry I wasn’t here to see you, but you’ll be relieved to hear we love the support of the new mattress. No more returns!! We do appreciate the personal attention you’ve given to our saga and will recommend you to others whenever we get the chance.
All the best to you and John for your future business
All the best, Robin
Tony
ps
Ditto! And if you are ever down this way again, pop in for a tea.
pps
For other potential mattress buyers out there – Look No Further! We are now happily sleeping on an Origin Pocket 2000-Superking, having tried a 1500 and found it too ‘soft’ for us. John and Ryan really do put their attention and effort and time where their mouths are. They offered us a refund or exchange – no hassle. We chose to try the 2000 and it’s fab.
I just hope you two are getting enough R&R between giving everyone else a good night’s sleep!
ps
I love your ‘mattress cutting video’ – says it all!
All the best
Robin
i RECENTLY BOUGHT A ORIGINS LATEX 1500 BUT AFTER NEARLY 2 WEEKS THOUGHT IT A LITTLE TO FIRM , I CONTACTED RYAN AND HE WAS BRILLIANT TOLD ME THEY WOULD FETCH IT BACK WITH A FULL REFUND. ALSO I COULD KEEP IT TILL I GOT MY NEW BED WHICH WAS LUCKY BECAUSE AFTER ANOTHER 2 WEEKS I GOT USED TO IT , AND AFTER MUCH SEACHING I RELIZED I WUDNT GET BETTER FOR THE PRICE . ITS SUCH GOOD QUALITY AND WILL LAST A LONG TIME. AS FOR JOHN AND RYAN THEY ARE THE BEST THEY NEVER PESTERED ME NEVER RUSHED ME — FIRST CLASS SERVICE WHAT A SHAME THIS IS RARE NOW — I WILL RECOMMEND THEM TO EVERYONE .