“First of all ordered the base divan from them second time first time had no issues with them. Second time round for the delivery didnt come until day 24 after i make the order, they didnt reply to my emails, calls went to ring and cut and no one answered the calls. Only when i wrote a bad review on the trustpilot they called immediately and delivered the product after 4 days.so in total had to wait just under 4 weeks for a product that was meant to be delivered within 5 days. Then i receive a call from divan beds twice asking me to change my review from 1star to 5 star i said i cant as delivery was still terrible. Then they said ill ask the manager to look into a discount you should of received if change the review, so i agreed and chased them. Then after many emails i get a reply to say it was my fault as my email address was apperently incorrect. This is absured as i got the order confirmation as soon as i paid so how can this be. This company will say or do anything to lie and cover their mistakes. Please AVOID at all cost. If any doubt ask to listen to their tel convo to me on 4th May 2024 which they probably deleted by now as itll show their full incompentency.”
“My bed broke within a year. The top base crumbled even though it was described as being able to carry up to 75kg of weight. I was told the warranty wouldn’t cover this.
Under the Consumer Rights Act 2015, I am entitled to a repair or replacement, free of charge if the product was brought from yourselves, less than 6 years ago. Specifically, the goods are not as advertised (as they do not support the weight), they are not of satisfactory quality and they are unfit for the particular purpose. Yet they refused to repair or replace.
They also do not trade under trade association so I was unable to take this to ombudsman. Instead they wanted to sort in house by offering me 15% off a new bed. I then explained I could get 10% off anyway on their website so would this be an extra 15% off (25% in total), to which they replied “ The total discount would be 15% this includes the 10% we currently have on our website”. Absolute joke and shows how much their customers mean to them, I’m very offended that new customers can get 10% off anyway, yet due to my bed being substandard through no fault of my own, they are able to offer me just 5% on top of what new customers could get. Poor poor service and shocking quality beds.”
“Divan base direct have miss sold an item that is not fit for purpose to me. They stated the mattress is “long lasting” and this clearly isn’t the case as after 6 months there is a noticeable dip (noticeable dip was their words to me after seeing a photo) which makes it not fit for purpose as it cause back pain. After complaining I’ve now been told that this product is only expected to last for on average a year as the manufacturer has told them. This is not a long lasting product then.
Nowhere on their site does it state that this is expected to last on average 1 year - it actually states long lasting shape which is a matter of opinion - again left open to interpretation for them to keep miss-selling this item then “helping” people by selling them a non budget one as they had offered me. If the manufacturer states this then why aren’t people informed of this as personally I would never had made the purchase in the first place if I understood this mattress was only going to last a year on average when the average expected lifespan of a mattress in general is between 3 to 8 years.
They also said that the mattress should not be turned over and should be on the side with the label on and then retracted this (siting the manufacturer for the error). Again, do you know what you are selling and are you selling it correctly? Divan base direct have made this sale, not the manufacturer. The manufacturer has been clear with you as to the expected life of the product and you have then chosen to sell this on stating it is long lasting. The product is not the problem - how they sell it, is!
The reviews on their site are misleading as the reviews next to the product you are viewing are for other products throughout their site - not the specific product you are viewing.
Honestly, overall a terrible experience and one that I would recommend you to avoid.”
“*The divan delivered today has been torn by one of the delivery men when pulled the cloth strip to open one of the draws, resulting in two holes as seen in the pictures sent to the company.
*Also, one of the silver trims on one corner of one draw is not placed correctly and sticks out completely, as seen in the pictures sent to the company.
(This review site does not work with the pictures) (?)
Something will have to be done because you expect the items bought as new to be in good conditions and made correctly.
Yesterday, I spoke with Divan Base Direct, and I told them to be aware of delivering the Divan with no defects of manufacturing because in that case they will have to be returned.”
“These people might be OK if everything goes fine, but be aware of the punitive returns policy - basically they refund only 50% of the bed cost on something they can and will re-sell at full cost. The awful (because it was a drop in the living room and scarper approach) delivery team then took another chunk of money to pick the bed back up. In the end we had a refund of only 38% of what we paid . I felt the customer service team were deliberately obtuse in their dealings with us (Sarah, I am talking about you). Lots of insincere apologies for all the multiple things they got wrong, but they still held on to 62% of what we paid. It took them over three weeks to refund and collect a bed which wouldn't go up the stairs and we are now seriously out of pocket.
This has left a very bad taste in the mouth as it feels like we have been taken as mugs - a 50% refund basis is terrible.
We have recently had to return something else to Dunelm - they were brilliant by contrast.
Divan Base direct are profiteering in their approach to refunds as they know you have virtually no option but to return the item which doesn't work for you.
I would advise you do not go ahead if you are thinking of ordering from these people.”
“Bed base is made of cardboard!
£400 “luxury” bed started to fall apart after 12 months, I then realised the base is made of cardboard. Customer service took over 3 months to get back to me and were no help.”
“The company failed to send an order confirmation, so that I could verify my order. Various phone calls and e-mails have resulted in nothing. They have an 8-10 day claim for delivery - it was apparently 14 days before my order was sent to the delivery company (I still do not know if it is the correct order!) and it has been stored in sub-zero temperatures since then, with no sign of delivery. it is now 5 weeks since I placed the order, so the lack of communication from them leads to my asking for a full refund. Totally disappointing and abysmal service.”
“Have ordered two beds from this company and will probably order a third very soon. My initial order was a side opening single ottoman bed which unfortunately wouldn't fit up my stairs, this was returned.
I put some thought into it and ordered a double divan that comes in two parts. Was well pleased when it actually made it up the stairs.
This was in the standard black fabric, the quality of which really impressed me, although I feel the drawer base could be stronger, anyway time will tell.
After a bit more thought I realised could get a side opening ottoman double, as they also come in two parts. Very pleased with the quality on this. It's very sturdy, with a strong base lining so can pack a lot in there.
I regret not getting swatches first as the colour didn't bare much resemblance to the colour on the website.
Am now awaiting some swatches before ordering another bed. Taking a chance on king-size this time hope it gets up the stairs.”
“Terrible matress, clearly faulty.
I reported it straight away and I was contacted and asked to remove my review from their 5 star rated review Trustpilot page???!!!
How honest is that?”
“The sprung base divan was either faulty or of such poor quality that it is unfit to sleep on - very uncomfortable and the customer service is awful with them refusing to let me return the bed despite contacting them within a couple of days to inform them of a problem. Do avoid this company - seems very shoddy”
