“Great experience from ordering on the website through to delivery day. Really good quality bed and mattress. My son’s first proper bed and he was really happy with it. Ottoman hydraulics are great and work perfectly. This is our second purchase from Divan Base Direct, and can confidently say the beds are well built.”
“Purchasing from Divan Base Direct has been amazing. The customer service was 10/10 and the delivery was great too! I was kept updated throughout my whole order and was very pleased with everything. Would highly recommend purchasing from here as the quality of the bed is also great!”
“Can't wrong with there beds to be honest. Not sure why so many bad reviews on here? Did not have an issue at all. Headboard was missing one bolt but It got sent to me the next day which was really efficient.”
“Ordered a base and when delivered, the ottoman base that the mattress was to lay on doesn't align with the rest of it, the feet barely held in place, and the actual frame is wafer thin.
I asked to return for poor build quality. When I argued this and they saw a chance I was right, they switched to another reason and another. They have no intentions of honouring their own returns policy.
Staff are useless and blamed me for altering it by removing the feet to repackage and return. Due to this I am apparently liable so nothing they will do.”
“Really bad service! Very unprofessional and complete let down. I still have t got the item tried to cancel they threaten with cancellation fee for something that they haven’t delivered yet. Stay away from this company”
“Absolutely Horrible Experience – Avoid This Company!
I purchased a Divan Bed Base with drawers, and the entire experience has been a nightmare. The bed arrived completely scratched and broken, with one of the four drawers missing its wheels. To make matters worse, the delivery team “installed” the divan using their bare hands—literally hammering pieces in with their fists—all while insisting it wasn’t their job, despite the fact that I paid extra for removal and dismantling.
The quality of the divan itself is shockingly bad—loose threads, visible gaps in the woodwork, and a generally cheap, flimsy build. After complaining, I was sent a replacement drawer, which arrived with zero packaging or protection and, unsurprisingly, was cracked and broken upon arrival.
I am still waiting for this company to take my purchase seriously and provide a real solution. Absolutely unacceptable. Avoid at all costs!”
“Could not deliver my item, I have a king size bed upstairs ...these incompetent delivery people could not get a single bed up my stairs! what a joke
They want to charge me 50%!!!! this is s PURE SCAM if they take that amount, but the fault is on their side as the delivery people were not experienced enough to get a single bed upstairs that a king size has gone no problems
I called their customer to be told "its my responsibility" ....my responsibility to make sure your deliver people are competent? what a joke
I asked to speak with a manager - twice, no call back !
think carefully before you buy. Dreams delivered a king size bed, no problems, these jokers can't get a single bed upstairs.”
“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.”
