Understanding our guarantee.
A new mattress will be a shock to the system and just like a new pair of shoes will require a short period of time in order for you to get used to it. This is one particular reason why it seems so implausible trying a mattress in-store – paying top dollar for the privilege but with little or no recourse of return should it turn out to be unsuitable.
Our “Love It or Return It” guarantee has been in place since day one. This guarantee represents the foundation of our business, the confidence we have in our products and indeed our reputation.
Ryan and I thoroughly understand and appreciate the faith and trust you place in us for purchasing a mattress sight unseen. And, as our top end mattresses can cost in excess of a couple of thousand pounds it really is no small leap of faith. In our six years of online trading we can assure you that not one person who had cause to use this guarantee has been let down.
August 2010: We are now extremely proud to have been accepted as an associate member by The Furniture Ombudsman . Their board includes the most knowledgeable people in the furniture industry including Trading Standards departments and FIRA.
All members have to abide by an extensive Customer Service Charter and in addition to this we personally include the following safeguards for your entire peace of mind.
1. Our personal guarantee is as simple as: Love it or Return It. for a full refund. No matter how much a bargain it is – it’s useless if it does not meet your expectations or your needs.
2. If after thirty days you are not entirely happy with the product then call us and we will arrange to have it collected and refund you in full: We understand that the mattress will be out of the original packaging (we will send you new packaging) and that it will be used and so forth. It does not matter. Although, in obvious fairness, it must not not be damaged or soiled. Once the product has been received by us we will make immediate refund in full by Bank Transfer.
3. We aim for our customer service and customer care to be the absolute best and you will always have direct contact with us if you need something sorted out. Ryan and I treat our customers as we ourselves would like to be treated by any retailer. If something goes wrong then it is only right and proper that amends are made – quickly and with diligence. We love our work and thoroughly enjoy what we do for a living. We do not have to lie or cheat to make a sale. Our reputation as being honest, reputable and trustworthy retailers is worth more to us than a few quid or the cost of a returned mattress.
What happens to returned mattresses?
We really do not have that many returns. All returns are disposed of via friends, family, previous customers of bed and breakfast establishments and so forth. We are not short of willing recipients.
Who are you dealing with? You are dealing with us – John and Ryan [John Ryan By Design Limited] – Trading as Factory Beds Direct. Independent retailers who have been trading ethically and successfully on the Internet since 2005. Prior to that we have an additional seven years in the home furnishings industry. We know our stuff!
We also work harder to provide a faultless customer service as well as to produce the best mattresses your money can buy. Our referral record is excellent and we hope you will be recommending us to your family and friends. Our prices may be low but this only reflects the low mark up on the beds, definitely NOT the quality. We also have time to speak to our customers direct and urge you to phone us on 0161 962 3689 if you have any questions about any of the products on this site.