August 2010: I am 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 I personally include the following safeguards for your entire peace of mind.
1. My 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.
2. If within two weeks you are not happy with the product then call me and I will arrange to have it collected and refund you in full
I 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 I will re-assess my description to see exactly what has gone wrong. I will ask questions.
3. I aim for my customer service and customer care to be the absolute best and you will always have direct contact with me if you need something sorted out.
I treat my customers as I would like to be treated by any retailer. If something goes wrong then it is only right that amends are made – quickly and with diligence. I love my work and thoroughly enjoy what I do for a living. I do not have to lie or cheat to make a sale. My reputation as being an honest and trustworthy trader is worth more to me than a few quid or the cost of a returned mattress.
4. All mattresses come with a manufacturers standard guarantee/warranty of 12 months against faulty workmanship. Void if mattress is unduly soiled / damaged.
In addition to this I will personally assess and investigate all complaints outside any warranty period. This will be based on fairness, common sense and sound judgement.
Who are you dealing with?
You are dealing with me , John – Factory Beds Direct- a sole trader who has been trading ethically and successfully on the Internet for over five years. Prior to that I have an additional seven years in the home furnishings industry. I know my stuff! Being a sole trader I have no associated costs that have to be added to the cost of your beds / mattresses such as showrooms, wages, rents, rates etc. I also work harder to provide a faultless customer service as well as to give you the best mattresses your money can buy.
My referral record is excellent and I hope you will be recommending me to your family and friends.My prices may be low but this only reflects the low mark up on the beds, definitely NOT the quality. I also have time to speak to my customers direct and urge you to phone me on 07999 007 000 (mobile) if you have any questions about any of the products on this site.


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 then that could 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, this last question is probably the decider as to where the onus lies.
Why did you buy a mattress without knowing what was inside? And whose fault is it now you have a complaint? Let me know how this pans out. John.