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 within two weeks you are not 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 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.
If you are not happy with the product or it has not come up to , or indeed exceeded expectations, then we will re-assess our description to see exactly what has gone wrong.
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 and trustworthy retailers is worth more to us than a few quid or the cost of a returned mattress.
4. All our mattresses come with a minimum guarantee as detailed on the appropriate product page.
In addition to this we will personally assess and investigate all complaints outside any guarantee period. This will be based on fairness, common sense and sound judgement.
Who are you dealing with?
You are dealing with John and Ryan -Trading as Factory Beds Direct. Independent retailers who has been trading ethically and successfully on the Internet for well over five years. 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 find you 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 282 6039 if you have any questions about any of the products on this site.
Just wanted to say that if anyone who logs onto this website has any doubts about the honesty and integrity of John and Ryan then take it from me you have nothing to worry about. I was looking for a specific bed for my wife who is very ill and needed the right support in a mattress, we discussed the problem and between ourselves decided on one particular mattress, it was delivered very promptly but sadly it did not work out, I phoned Ryan and true to their guarantee John & Ryan collected it and gave me a full refund. You could not find better customer service from any other bed supplier, I know because over the period of time that my wife has been ill I have purchased many beds and mattresses from different retailers and none of them have given me the service that Factory Beds Direct have done and it has cost me a small fortune in non returnable beds. Thank you both and I wish you every success for the future.
Differences noted and apologies, my mistake. However, after puchace through this site, I only have greatly positive things to say:
The last thing any one wishes to do is,…change the duvet covers, least of all after being away, or after coming home, tired. This is the situation that I faced coming home from business. This one instance differs immensly. Whist I was away, my delivery date was organised, fit around who would be home and accommodated accordingly.
I was never more happy to make up and make ready for a well earned rest, which I can confirm the morning after, a rest I have rarely experienced.
Iam so completly satisfied with my chosen purchace I feel I have to express that it has only been possible with the personal contact, support, and discussion from John of this website.
When weighed against spending and extra £20 it makes sense to go with a face rather than faceless company. The impression given is that you do care and want to have your customers go away happy and informed which is the best kind of customer service; even if it doesnt result in a sale. (so thumbs up).
Offering a lower price/match in my opinion is only as good as the person who offers it. It is commonplace these days but I understand being an independant retailer this is not always the right choice, or even a resonable or possible option. (Especially if it is felt you are already offering the best you can).
Cheaper prices can also mean bad service and little to no support after sale which is where the ‘undercutter’ may save their money which was something for me to consider. However sometimes given a ‘budget vs.necessity’ situation some may have to go with the lower price as it is worth the risk if money is tight, even for what some might say is ‘only’ £20.
However saying that, £20 for peace of mind is also something to consider.
I would urge any undecided, and all who are looking only for the cheapest deal to just send an email or have a phone conversation with John.
I speak for myself and I say this website service is above and beyond and super satisfactory. A mattress can be a big investment.
Rest assured all those on the fence, this is the right choice retailer.
Hello John,
I purchased a Sleepeezee 6’0″ (180cm x 200cm) Backcare Ultimate 2000 Mattress, Firm Comfort afew months ago from a large internet based mattress company. Almost instantly it developed a 3cm dip through the middle.
As I have a bad back I have been unable to sleep on it. FIRA came out, inspected the mattress and said it was due to normal settlement. They basically said tough.
Have you heard of such a mattress sinking so much after such a short timeframe?
Do you know who I can complain to, to get my money back? Thanks, Brett.
Hi Brett. My reply on this is obviously based purely on speculation and can only be read as such.
Firstly, the only way to possibly find out why this has happened is to open the mattress up and see what the cause is. Unfortunately, where this leaves your consumer rights is certainly not something that I would even guess at.
My first inkling would be that the mattress may have been bent to get it up your stairs and the fabric containing the springs have torn and separated. Not many stairwells can take a mattress of this size with ease and if it was ‘forced to fold’ to get it past the overhang or forced around a corner then that could well be the source of your problem.
Secondly, I would look at the underside of the mattress – can you identify anything from this. I am assuming this is a one sided mattress. Have the potentially loose springs penetrated the underside? Finally, what fillings are used in this mattress? I’m guessing that you have no idea and sadly neither do I, the description is sadly lacking this essential information which may point to exactly why it has failed. Let me know how this pans out. John.