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 and trustworthy retailers is worth more to us than a few quid or the cost of a returned mattress.
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 282 6039 if you have any questions about any of the products on this site.
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
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.