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.
Hi
can you help me buying a mattress from you. I am here in uk for 4 years and since then I have back body pain only when I am in bed. I don’t know what is the reason. While in bed it i have severe pain on both sides of the spine and from around middle of the body to the lower. The pain will go as soon as I got up from bed. I am 90 kg and my wife is 55 kg. Can you suggest me what to do? I really need a guidance. I cant tolerate this pain anymore….
Paul
Hi Paul. From what you say it really does indicate that it is your mattress that is causing you discomfort. i wonder though, if your wife is feeling the same discomfort as you?
As you are only here for four years you really do not want to go to a great expense of an all singing and all dancing mattress. Personally, I would initially see if the addition of a topper will alleviate some of your pain. I would consider a memory foam topper in the region of 5-6cm deep. This should help you considerably. John and Ryan.
2013/03/20 at 12:28
Hi sir,
just wanted to clear 2 points. what i meant to say was 1) I have been here in uk for 4 years and since then i have the back pain while using mattress and 2) my wife do not have any backpain. sir, thank you for your suggestion and and i will be back to you once i start using one memory foam topper.
Thanks Paul.
2013/03/27 at 09:29
Hi Sir,
Just need furthe advice from your side. As you suggested I bought one memory foam topper of thickness 5cm and still I have the same back pain. I am 5 11″ and 90kg. Any further guidance will be appreciated. I am fed up I have this pain for last 4 yrs.
Thanks Paul.
Hi again Paul. A reader has posted the following comment in a bid to help you with your back complaint. ..
2013/03/27 at 22:50
Paul
I am a back specialist and I would suggest an orthopaedic bed. If your current mattress is of a soft nature then there is not adequate support. The mattress should support the natural curves and alignment of the spine. Good luck. Az.
Reading back through your comments I failed to enquire what your current mattress consists of. If your mattress has indeed sagged or indeed come to the end of it’s life then it is unlikely the topper will have made a significant difference as it would be forming round a ‘dead’ or ‘unsupportive’ spring system.
If this is the case I would agree with Az. However, take your wife’s requirements into consideration. She being just 55kg will not require too much support, but your current topper will go some way in providing the necessary comfort on an new mattress. Let me know what your budget for a new mattress is and i will be able to make some recommendation. John and Ryan.
How does your Artisan Bespoke compare with the Relyon Emperor. I am looking for a 4ft three quarter size . I note you tend to think the double layer of pocket springs in a mattress to have little benefit and the Relyon has this along with twin layer in the divan base. Will this combination provide better comfort and support in your opinion ?.
Like many other newcomers to your site looking for a helping hand in new bed selection I have to say you are terrific.
Hi Mel. I have to clarify my comments on the double spring construction. The double layer is a better configuration than a single unit but in some instances and circumstances they do not warrant the additional cost.
I’m going to write a separate post on this issue shortly. [I will link here when completed]
As for The Relyon Emperor this is indeed a fabulous mattress. It is currently their top of range model and there is no way I could draw comparisons between this and our Artisan Bespoke.
The overall build of this particular set is obviously top notch with even the base being hand side stitched. The upholstery includes Lambswool, Natural Hand Teased Merino Wool, Hand Teased Cashmere, Natural Hand Teased Mohair, Hand Teased Horse Hair. It would be nice to know the associated weights of all these fillings but really I doubt very much they have skimped on this.
I absolutely love this set and am quite envious of Relyon being able to make something as stunning as this. The workmanship and detailing on the mattress and base is a joy to see – could be considered being a little over the top but it’s precisely that what makes this set extra special. I have no idea what the current retail price of this set actually is and would be grateful if anyone could enlighten me.
If you do opt for this Mel, please do let us know of your experience. John and Ryan
2013/03/19 at 19:36
Well you have confirmed exactly the conclusions I had drawn having looked pretty closely at the options for replacing my ageing ViSpring bed. The Emperor seems to match their very top range with 5 rows of hand stitching and 2 rows pn the base as you mention .
The mattress contents seem comparable and the depth before settlement is actually 10cms greater at 33 cms. They seem to suggest one must allow 4 cms to be allowed for this whatever that means. I have been quoted £3000 for the three quarter size which is around 50% more than your top bed of that size. I had never heard of the Relyon bed until I saw it on your website so again I say thanks both for your early response and quite excellent online info.
Hi again Mel. Quite precisely. Since your comment I tried to get a bit more info on this particular mattress. There seems to be an element of Cotton wadding included – not particularly something I would have expected to see in a mattress of this calibre. I am assuming (from the vague description I could find) this is rebound poly cotton. On the Relyon website it does state that it is “Supreme white Cotton”, however, on various retail sites it does state “cotton felt” and for the price asked I would be inclined to investigate further.
Furthermore, I would be inclined to investigate further the spring system used in this particular mattress. I am of the opinion that Relyon are the only manufacturer (other than the obvious contenders) to utilise a calico encased pocket unit. As this is their top of range model I would easily assume that this is the construction method used – But .., if you are paying nearly three grand for this I would call Relyon [01823 667501] to confirm these little details.
I’m really interested in this Mel. For the asking price this seems to be quite a well built set and the sceptic in me is wondering if all is as it seems? Please don’t get me wrong, I remember trying this out at at trade show a year or so ago and was deeply impressed.
It would be in your interest to make further enquiry about the upholstery levels, just for the sake of self satisfaction that you have done all you can to thoroughly research your potential purchase. John and Ryan.
Hi Guys,
Came across you via MSE…We have mattress issues in my house and I am hoping you can assist me in making up my mind. My daughter is 12 and has been sleeping on a very shabby single spring mattress for far too long (I am ashamed to admit the price I paid for it on ebay but it was meant to be a short term affair!). She is long overdue an upgrade and I am thinking of your Sequence Pocket Suspension single as I want her to have a lush experience and I am happy to spend a decent amount as she is, I am sure, going to be staying in a single bed until she leaves home! She has one of those swiss style cabin bed in which the second bed slides out like a drawer…
Hi M and R. I do think the Sequence PS will be on the firm side for your daughter. This was manufactured as a well made mattress for the price .. but, because of all the upholstery contained and a more than adequate spring unit it was intended to be more suitable for bodyweights in excess of 12st.
As you mention below, your daughters bodyweight is just 6st or thereabouts and ideally The origins Comfort will be more suitable for her. But be aware of the overall height of this particular mattress (in excess of 11″ – it is very well upholstered). Also taking your daughters use of the bed as a sofa etc, the use of an additional topper would be absolutely essential to take the brunt of wear and tear rather than the mattress.
I am also in dire need of a new mattress. I had an amazing mattress bought in a 30% off sale from M&S for about £500 in 2008 but after my husband passed away on our bed I have had to take the mattress off the bed. I am currently using the guest bed from my daughter’s cabin. It is as springy and as uncomfortable as anything you can imagine (good for me to experience the discomfort she has endured for years without complaint). It also happens to be a single whereas my bed is a double.
For the sake of comparison, I have seen the following as a consideration for my daughter’s new mattress -
M&S Fresh 1500 Mattress – Medium Support with Coolmax®
Product Code: T397020B
What is written on my old mattress is not matched by any of the natural model descriptions on the m&s, so for myself I am open to suggestions. I am 5′ 7 approx 8st 9lbs and daughter is 5′ 4″ approx 6st 7lb. I usually sleep on my side and she on her front.
I love warmth in bed whereas she gets too hot in bed if that helps! I would think approx £1500 for a mattress for us both would be a reasonable budget for something very well made, comfort making and able to last us for many years, all things willing. How much use does our beds get? She loves lounging in her room so spends lots of time sprawled on her bed even when not sleeping. I spent most of my time out of bed except for a seated meditation on the bed followed by sleep.
For you I would suggest The Artisan naturals with a soft spring tension. Your bodyweight is on the lightside and therefore the addition of a soft topper (ultimate wool fleece from P&DW) will add that extra element of comfort. We make our mattresses to last and obviously the amount of upholstery we use when al pulled together and tufted will initially feel firmer but his does soften up over time. It is better for the mattress to break in slowly and the more you can do to allow this to happen the better (just like our new shoes analogy).
And lastly, would you say a cheap (£200) way of replacing the spare guest bed in the future is to get a mattress block + topper? Thanks in advance for your help!
Absolutely. £200 spent on a open coil spring mattress is money down the drain – absolutely no element of comfort whatsoever. A basic foam mattress with a comforting topper (microfibre would be an ideal cost effective topper). Hope this helps. John and Ryan.
Need your advice. We want to replace our mattress with something that will last longer and give a 5 star feel while lying on bed. We have been trying mattress and have found that the nearest which is good to 5 star is the John Lewis 13000 pocket sprung mattress but it is very expensive. Can you advice on what other mattress should provide a similar experience?
Hi Nav. No budget? no bodyweights? no model names? Please .. throw me a bone here! John and Ryan.
Hi John & Ryan,
I need some advice, I currently have a 1500 pocket sprung mattress topped with memory foam which on my side has started to dip. My wife suffers from back problems and although the mattress is still comfortable I am looking for a new one to suit both of us.
We have been to dreams and really like the Tempur revelation mattress but are struggling to justify the cost. We have also been to a local store and like the Hestia memory v2150 which is more in my price bracket but hated the arrogance of the salesman and would prefer to buy elsewhere if I can.
Do you have any comparable beds to either of these two mattresses and our budget is about £800.
My thinking was I could pay £1800 for a Tempur or just buy 3 mattresses for that price of the Hestia which comes with a 5 year guarantee.
Thanks in advance for your advice.
Hi Bob. When considering memory Foam products the trick is to do like for like comparisons – and with Memory Foam this is so incredibly easy. The last thing you should be doing is purchasing by Brand.
Taking the two models above as an example, they really cannot be used as comparable models – Hestia is 2000 pocket springs with 70mm of memory Foam. The Tempur (although you haven’t supplied an actual model name) is likely to be a memory foam on high density foam base.
In order to do comparisons to Tempur, i would look at ergoflex website. Tempur (Original:) utilises 2cm Soft Memory Foam and 7cm of firmer Memory Foam totalling 9cm on an 11cm foundation. This has a RRP of around £2000 KS: Feb 2013.
[DISCLAIMER - Tempur do not refer to their material as Memory Foam - they refer to it as a 'Tempur Layer' or 'Pressure Relieving Material'. For the ease of answering these comments I will refer to it as Memory Foam but come to your own judgement / conclusions as to why they choose to do this]
When doing your comparisons you have to know the density of the memory foam you are comparing against. Tempur, as an example used to describe it as 85kg/m3 – but now after looking briefly through their site I see that densities for a given layer is no longer given. You will need to contact the manufacturers direct and ask for this information.
We do not supply any memory Foam products so unable to give comparable products from our range. If you haven’t done so already, please look at our post on Memory Foam [Here] which will give you a lot more things to consider. John and Ryan.
Hi John
I really need your help. About 10 years ago I bought a vi spring superking bed and mattress. It’s a sort of sleigh bed design but the bed base is a divan (upholstered, springy rather than wooden slats). Within weeks we complained to the store that the mattress had sagged at either side but was still lovely and firm in the middle (we regularly fought over who should get the middle of the bed!).
Long story short the mattress was deemed fit by the retailers expert, so even though we had spent £000′s we threw it away. We then bought an ergo flex memory foam mattress and put this on the divan base…and we hate it. We’ve plodded on for years with it, I have lower back pain every morning and we have at last decided enough is enough and we want to buy a new mattress.
Your website is amazing and I think that we will buy from you as your info is very helpful and we can try at home and return if necessary. So can you confirm that
(a) As the vi spring divan base seems ok I can just buy a mattress to go on top.
(b) Should I buy a mattress topper to go on top of the mattress to aid comfort.
(c) which of your mattresses do you recommend? I think that ‘medium’ firmness would suit us.
I’m 5’8″ and 11 stone, hubby is 5’10″ and 12.5 stone. Budget up to £2k.
Thanks v much
Hi Jo. I’ll answer your questions in order:
(a) Absolutely – Applies to all mattresses.
(b) Absolutely – Applies to all mattresses. Not only to enhance the comfort but also to prolong the life of the mattress. If you think about it, mattresses do come in for a lot of stick and all you are doing is protecting it and caring for it. Mattress protectors are OK but for the price difference it makes sense to add something a bit more substantial to give you an ‘additional’ layer of comfort / protection that can be replaced as and when those all too familiar accidents happen!
Ryan and I – We’re men, and there have been more times than I care to remember when I have come home drunk and .. well, you get the picture. Protect and care for the mattress in any way you can is the order of the day, you’ll be so glad you did.
(c) Medium firmness, I agree. You have quite a healthy budget so your shopping around can be quite specific. Go to John Lewis and Furniture Village. I would personally opt for our Artisan Bespoke – there really isn’t any valid reason to go more. Your weights are average so you have more than enough support, and the comfort layers are substantial enough without you sinking right through them to the springs. Couple this with a good quality feather and down topper and you will not be looking for another mattress for a very long time.
As for your original Vi-Spring I must agree with the findings – even though I haven’t seen them!
I’m sure you know by now that Vi-Spring removes the perimeter rod edge that is on most mattresses, thus leaving the entire spring unit entirely flexible. There are two reasons for discussion about this:
1. Is this the right way to do it? I now believe Yes. Previous responses to comments about this I say that I can see no just reason to remove it after production as it detracts from the edge support. Thinking about this logically, and speaking to people who know about these things, I have come to the conclusion that Calico springs need a free reign to settle without hindrance. Within a month or so, the springs will be finding their own place in a mattress, evident from comments who said their mattress was slightly short of the base and within a month or so, it settles to fit perfectly.
2. If it is deemed to be right to remove the perimeter edge – why do we not remove ours?
The cause of your complaint to Vi Spring is the reason. To remove the perimeter edge on the (Calico) mattress is reducing the amount of edge support (Hand Side Stitching alone is not strong enough to cope). It doesn’t matter when your mattress / bed is 7′ or 8′ because you are not pushed to the edge. Even SKS, as you have found out, is not a considerable amount of room for two people, and as you go down the sizes, the more edge support you have becomes even more important.
Good comment Jo. I’m sure if the edge support on your previous Vi Spring mattress had been a little more substantial, you would still be sleeping soundly on it today. John and Ryan.
Dear John,
I hope you and yours have had a great festive season.
I am wishing to replace a Vi-spring Earl supreme super king size mattress.
Could you please recommend me a comparable mattress in your Artisan range .
I am 5ft 11in and my weight is 75 kg. I would like soft to medium support and luxurious sumptuous feel.
Kind regards
Angela
Hi Angela. I do believe the Vi Spring Earl Supreme has been discontinued. Only Vi Spring will know what the original specifications of this particular model was and I would advise you to get in touch with them to enquire which of their current offerings would be similar.
I always say that if you have been completely satisfied with a particular model, and I am assuming this has been over ten years, then it is a good idea to stick with what you know. Vi Spring are an excellent and well respected manufacturer and I am sure they will be able to help you with your enquiries. John and Ryan.
Hello John we are looking for two single beds(3ft) we would like an ottoman base with a very good mattress firm to medium we have looked at many high street firms and I’m getting more confused, you say that it’s much better to have a turnable mattress ? We have a budget of £1,200 could you advise please thanks jean
Hi Jean. The mattresses we would advise you look at for your requirements would be the Artisan Tailored Pocket as a minimum – ideally, if your budget can stretch a little further then the Artisan Naturals.
Feel free to call the office on the number at the top of each page and Marie or Gry will be able to advise further. John and Ryan.
Hi, I have started looking for a replacement mattress – small double – to go on my slatted wooden base. For many years I used an orthopaedic mattress but that has got too firm for me these days as I get older and end up with aching shoulder and hip joints.
I am a restless sleeper anyway and rarely get a good night’s sleep. Years ago I did try a tempur mattress, it felt fine in the shop as I made several visits there. But after a few hours I felt as if I was lying on top of a stove. It has been the same when staying with family and sleeping on a memory foam mattress.
Normally, in winter I use a 3 tog duvet and in summer a sheet with a light fleece blanket on cooler nights.
I have visited a local store and tested a few pocket spring mattresses. I tested lying on both sides as well as on my back. They varied in comfort, one seemed too firm, another let me sink in but I felt a pull on my spine.
Only one felt really comfortable but that was for a short period, obviously I could not stay there for hours.
The label on the mattress said Kozee and the assistant said it was Cashmere, but I could not see it when I looked on their website. It is priced at £355, cheap to some but expensive to me as I am on my pension. Very expensive if it is not comfortable.
I have looked at your range but you suggest The Pocket Reflex for lightweight elderly. I am elderly but no lightweight, about 12 stone.
The Sequence Suspension mattress looks good, but as worried about feeling over heated on it.
Thanks Joy.
Hi Guys. So sorry for the delay in replying. Holidays and subsequent bout of flu has laid me back a bit. i will endeavour to respond to all comments shortly. Please bear with me a while. John.
I am extremely overweight and am looking for a new 3ft 6/4ft bed. What would you recommend? I bought a Myers bed a month or so ago, which has had to go back as the base gave way, so I obviously need a very strong base/mattress!
Hi Beffy. For this exercise I am going to assume you are above 20st and with that as a benchmark you really do have to consider the support element of the mattress to be the overriding factor above all else. This support elemement also has to be comfortable – for example it is of no use to you if the spring unit is so firm that it does not have any ‘give’ – and likewise, it cannot be too forgiving as to offer you relatively little support.
With that in mind, I would suggest you look at a high density foam (of sorts) as the support and utilise a separate topper for your comfort layers. As a starting point, take a look at the Ergoflex website as they have products in the 85kg/m3 range and also take a look at the Laytec products from Icon Designs. Neither of these are personal recommendations of product or company and of course the final decision will be down to you.
With regards to your base, I would be inclined to seek out a joiner who would be able to knock up a base that will suit your weight requirements. Hope this helps Beffy, and please feel free to respond with what you finally decide upon. John and Ryan.
Hi, I’ve been considering your 1500 latex kingsize mattress for a couple of months now but just wondered has it gone up in price? I thought it was £600 and have been busy saving, only to come onto the site today & see that its £670.
Hi Louise. The price of this model has not increased. Back in February there was a 2000 spring model on site at £695, now reserved after discussion for people who prefer or require a much firmer foundation but the price of the 1500 model has not increased in price. John and Ryan.
Hi John
I have been reading your site with interest it’s very refreshing to see such an honest and open company. I have been looking for a new mattress for the last couple of weeks and have tried quite a few. The most comfortable one we have tried so far (in our price range) is the ifusion 1200 from carpetright it is a foam encapsulated pocket sprung mattress with a memory foam comfort layer.
What is your opinion of this mattress at £599 and do you do anything similar ?
Thanks. Russell.
Hi Russell. As you are aware we are not keen advocates of any memory foam mattress, however, we do accept that some people find memory foam mattresses completely suitable for their needs and it is with this in mind we offer our opinion.
The ifusion mattress like you say is a Foam Encapsulated unit – which Ryan and I have no qualms against. It provides a very nice finish and as the edges utilise a high density foam surround it also helps towards keeping shape when you sit on the edge (socks on syndrome).
You don’t mention your bodyweights which is quite important. But assuming you are both average the 1200 pocket springs (in the Kingsize) should offer enough support.
The price at £600 is not overly excessive considering the fact that it contains 6.3cm of memory foam. There are of course a number of models on the market with a similar specification for less but the finish and overall build on this particular model makes this retail price quite viable.
Although I can’t say for certain I would hazard a guess that this particular model is made for Carpetright by Breasley. Therefore before you commit yourself, I would look at alternative 1200 foam encapsulated models and now you know the depth of memory foam used on this model it is now easy to do adequate comparisons.
Finally, it would be amiss of me not to promote our Origins Pocket Latex 1500 – Read here. For £640 (Double) This is a far superior product. Let me know what you think. John and Ryan.
I’m planning to buy a new mattress soon and I am tempted by your Artisan range. Could you tell me what happens to the mattresses returned under your 30 day guarantee? Spending so much money on a new mattress, I am anxious to ensure that it is not a recycled one. I do not like the idea of paying for a mattress that has been slept on by someone else for 30 days. What assurances can you give me on this?
Thanks .Lorraine.
Hi Lorraine. Good question. Any returned mattresses we get – and unsurprisingly there are not many – are sold on to past customers of Hotels, Guest Houses, Holiday Homes etc. As you can imagine, between us we also have myriads of friends, and friends of friends, family members and friends of family and so on. I can assure you they are not recycled. It would also be quite obvious to you the difference between a “factory fresh” mattress and one that has been used. We do not even carry stock – every order is made to match a customers precise requirement. No mattress we supply is ever older than two weeks. John and Ryan.
Many thanks for your very prompt response John and Ryan. Your reply has reassured me. I will be in touch soon about purchasing one of your Artisan mattresses. I just need to save a few more pennies to get the one I want….
Regards Lorraine.
We have recently bought a premier edition bed from Bensons. It is their top of the range offer looks wonderful and felt very comfortable in the shop. My husband (14 stone) loves it but I can’t quite believe how uncomfortable I find it . I find it lumpy and parts of my body hurt eg knees, hips. I’m 11 stone so our weights are not that far apart. I keep thinking I’ll get used to it. We are still within the 40 day trial period but I wouldn’t know what to change it for. We both found a special Sealy bed made for Holland America comfortable but Sealy uk were unable to tell me which in their range was most similar. I found the Potters bed comfortable at a recent stay, but husband wasn’t with me. I don’t want to go through all the rigmarole of changing it only to find that we’re no better off,so any advice would be appreciated.
Hi Toni. Not too sure what to say. Without any kind of detail – Model name, Size etc I can only assume you mean the Sealy Sydney at £969. This has a WAS price of £1939 (King) which is just ludicrous! This may be a top of range in Benson’s Sealy collection but when you compare it to Benson’s Sleepmasters Highgrove (£1899) you will see how basic a model it actually is.
I doubt very much a refund will be the order of the day and to rub salt in your wounds (sorry) our Artisan Naturals as a comparison will show you what you could have got for considerably less. If you let me know what model and size you currently have I may be able to offer a suggestion as to what a suitable alternative may be from their range. John and Ryan.
Hi Ryan, it is the Sleepmaster Astoria that we have bought. It is medium tension. Super kingsize. We were torn between this and the Sydney you mention but went for the Astoria as it seemed less gimmicky and more traditional. Apparently you are allowed to swap bed after 40 days, with certain provisos, but as my husband is so comfortable it just seems that one of us is going to lose out! Perhaps there is no solution.
Hi again Toni. It seems The Astoria has all the comfort layers in the pillowtop section and I would be very watchful to see how quickly undue settlement occurs. Fixed pillowtops are a terrible and flawed design. For the benefit of other readers it would be more beneficial to purchase a correct support mattress and purchase a high quality separate removable topper that can be turned and rotated as necessary.
That said, if your husband finds it comfortable and loves it, I would be inclined to adjust it slightly in order that it suits you as well. The Duvet Store has a Superking feather and Down topper for £99 or so See Here, as well as adding additional comfort for you it will also act as the ultimate mattress protector. Make no mistake, once the pillowtop section of your mattress starts to fail there is no going back. It is also one sided so there is very little room for you to even out any kind of wear patterns by turning and rotating as you would normally do with a traditional two sided mattress. Hope this helps. John and Ryan.
Thanks for the advice, will try the topper as you suggest. Will definitely come to you when we need to replace the matress!
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.