Beds.co.uk
Reviews and Complaints

we received bed but it is too low in height and your item description is compeletly missing. during assembley it seems just on ground level, so why need bed ?

we challenge as their descriptions also not on advert to show ground clearance after assembley,

we have escalated issue and still waiting response. its half day gone now and no response so far.

Fraud! I am shocked this company operates freely!
Basically they will sale you a cheap bad quality bed for the price of a decent bed if you dare to challenge it then they will return but will deduct at least £50 ! under "return fees" which is the real cost of that bad quality bed!
To them its a win win game!
I did try to speak to them but they're not interested! To them this is money making game!

Over a month ago now I ordered a bed from beds.co.uk. Never Again! I would recommend no one to give this company any of their money or any personal details. First, I was informed I would receive my order the following day. You can imagine my disappointment when the bed did not arrive after I had paid for my old bed to be taken to the skip and no one had contacted me to inform me of this. After a few phone calls and being advised I would be given a partial refund and that I would receive my bed 4 days later 😮! Finally the bed arrived but no partial refund received. Then, I noticed I was linked in and receiving an email from a customer of beds.co.uk and when looking further my email had also been shared with others. When drawing this to the attention of the manager apparently this was a technical problem that had been resolved. Still receiving emails and still no refund I called again to be told a manager would be calling me back straight away "within 2mins" apparently. Now beds.co.uk have closed and guess what? Still no phone call/ email/ refund!

Absolutely unacceptable, this business should be investigated for fraud and I am considering escalating my complaint to the online retail Ombudsman! It took two-three weeks to receive their delivery, I never received an email of confirmation with an order number nor was I handed a receipt for my payment; delivery was appalling, definitely stay away from businesses that contract 'Premier Deliveries' to dispatch their items! And needless to say, their customer help line has never picked up for the past 19 days of attempts. Once I finally managed to open my itmes, it turned out they had sent me the wrong item, including a single bed instead of my order, and I found myself sleeping on my couch for yet another week (and counting) waiting for my bed or for a refund so that I could order a bed from a real, respectable business!. Once I finally managed to get in touch with them, they sent me a symbolic receipt of payment listing random items and random prices, and told me they would not believe me unless I sent pictures of my delivery. I did, proving that I received completely wrong items, and of course I haven't heard back. Be very very very careful, like I said, this business should be investigated for fraud, stay away!

My wife has just come out of hospital following a major cancer operation and thought that she would treat us to a new bed so she ordered one late at night but after reading reviews and dismissing the obvious bogus ones we decided against it and after only a few hours cancelled the order by text, e mail and by phone. We were told we could be liable to a cancellation fee on a C.O.D order!Well we've fought the cancer and now we have to fight these B******S, please be warned about dealing with this obviously awful, terrible company and hopefully something can be done about the way they conduct their scam business, thank you for letting us put our complaint to the people.

Poorest customer service I have ever come across, its non existent!
I ordered a divan, mattress and headboard directly from their website beds.co.uk
When the bed arrived the two divan parts were the same and there was no way to fix them together or attach the headboard (which cost extra). I tried emailing, I tried calling, I tried leaving online chat messages but I just cant get through to them by any of those methods. I have been unable to speak to anyone at all.
In the end I had no choice but to open a PayPal dispute, to which beds.co.uk said they would issue a refund as soon as I return the bed. This is just lazy customer service, by offering the refund the emphasis is on me to return a double bed and mattress, rather than on them to deliver what they should have in the first place. This is no use to me, it means I'd have to package up a double bed and pay the costs of returning it which is a lot of work on my part just to make up for their mistake. I imagine the shipping would not be a small charge either. What I want is what I ordered and paid for in the first place but no-one has contacted me to actually find a solution, I cant get hold of anyone at beds.co.uk at all.
I would just order somewhere else and not risk it, I don't seem to be the only person with these kind of issues.

Ordered a bed and mattress from company approx. month ago and was charged Highland postage for delivery to KY postal code which is central Scotland and packaging was labelled Highland!
This has been highlighted on TV by Martin Lewis how companies are ripping off people as central Scotland should be as my invoice free delivery!
yours sincerely Mr Alex Clarke 2 Lochlea grove Kirkcaldy Fife KY2 6DY

Buyer beware!
Worst mistake using this company. The bed I received looks completely different to what I ordered! When I rang the helpline they just said we have changed manufacturers so stitching may be different! What a load of crap if i'm honest! The mattress consists of a thin layer and then a large empty hollowed out space! 100% not memory foam! Terrible quality! Makes sense with the price! Stay away!

I placed an order online via Beds.co.uk on 14/05/2018. The website clearly stated they are in stock. The money has been taken out of my account straight away.

No email confirmation for the delivery. I rang them next day on 3 times and was put on hold for more than 20 minutes and still no answer.

I managed to chat online with Julie who told me that the furniture is not stock. I asked for refund and been told it should be back in my bank account within 3-5 working day. It was 10 days after that and no refund has been made form Beds.co.uk.

I now contact the Barclays Frauds Team and they are working on my case.

STAY CLEAR OF THIS COMPANY.

Do not use this company.

On monday 7th may 2018 we ordered and paid for some garden furniture from beds.co.uk. One week later we had an e-mail and phone message stating the order would be delivered on 1th may between 12:00 and 18:00. I remained at home that afternoon instead of visiting our seriously ill son at odstock hospital. No delivery arrived and no message giving an explanation. Tried phoning the company the next day and it was impossible to get through. Eventually contacted them via online chat and was promised (albeit reluctantly) a full refund. But it would take 2 to 3 days! My money went to them in less than 24 hours! Needless to say no refund 4 days later. On line chat to julie (again) response was "sorry we have processed it but it can take a minimum of 5 days! Now 7 days later still no refund. I believe they have stolen my money and will now take legal action. Difficult because it seems they are not registered with companies house so I cannot locate their owner. But I shan't give up. Please take heed of this warning and read similar reviews to mine.

1) Waited in all day on my Saturday morning for the scheduled delivery, then at noon I got an email saying it's been cancelled for technical reasons, 2) It was delivered the next Saturday, and when assembling it's immediately apparent that this is very low quality even for the £250 I paid in my opinion, so already feeling like Ive been had. 3) Very Poor markings to no markings at all (No instructions) on where the Bolts go for the head board, ..you have to run your fingers over the Divan base fabric feeling for a grove underneath where you will then pierce the fabric to attach the head board. Same goes for 2 underneath claw clamps which are used to hold the 2 split Divan bases together, you have to really force these in and pierce the fabric base covering, ..it's messy 4) The Divan bases and head board & the fabric covering it just smells like a sawmill. 5) The Headboard struts aren't long enough to raise the headboard high enough for the mattress to slide 2 inches underneath it, ..so instead you are left with a mattress that overlaps at the end of the bed by 2 inches because the cushioning in the headboard pushes it down so. 6) The bed looks nothing like the photos, nor the mattress. The photos shows a twice the size headboard than the one they sent me, the mattress looks good on the photos, but a really cheapo looking one you get which was also Cream with grey edges instead of the pics which show a completely grey and different textured mattress. 7) My order was for a pocket sprung memory foam mattress, ..there definitely isn't anything 'memory foamy' about this mattress they sent. 8) My bedroom smells like a workshop saw mill now. **I contacted beds.co.uk by email initially, ..was told to pull the divan bed bases slightly apart in order to accommodate the overlaping mattress because of the headboard pushing it down and not being high enough (and yes they told me thats normal positioning for the headboard. **Wow talk about a stage show being run here ! ***they eventually advise a replacement headboard would be sent out, whilst none of my other concerns are attended to. --I reply saying I actually dont want the bed, ..and I chase them for the next 10 days via email to respond to this and I hear nothing (I want to stick to email because there is natural tracking then, ..but eventually I call them today). **The rep answers the phone and tells me the guy who deals with the email has been off ill with major family problems ? (I really didnt need to know that much detail, ... #FakeNews) He advised he will send out a new headboard with higher struts to accommodate the mattress. (But the bed base only has 2 single points to attach the struts onto, so raising the high will cause more flex and I can tell you now the quality isnt up to the job to support this). ... #HashJob #MakeItUpAsYougo #Scary Lastly, I now know where my throat and sinus infection keeps coming from which started two weeks ago, .. hmm ..Co-incidence perhaps, .. but strange how this bed giving off stronge chemical workshop sawdust particle odours arrived in my bedroom then the next day my health issues began - that's my opinion.. ... and now since dissembling it and putting everything back into the plastic wrapping it came in, .. Hmm #NoMoreThroatOrSinusIssues ...and that's my story. It's hard to track a health issue to a new pice of furniture, ..but I'd be interested to know if anyone reading this then remembers they happened to also become ill when their bed arrived ? .. Peace out folks, ... lesson learnt, .you get what you pay for (Or in this case, I feel I got alot less and conned in my OPINION). ..Im not dealing with them again, . and now Im pursuing my refund via my Paypal guarantee service which i used for the purchase.

Complete shambles.

Willing to take you money, or in this case, the money from my oap mother, but when it comes to trying to resolve their mistakes they have no time whatsoever.

Context:

65 year old woman, moved into a new property, requiring a bed, ordered will in advance and paid for immediately.

They messed up taking the email address down and cancelled the order as someone replied back stating they did not order the bed, instead of calling the customer and confirming the right email address, bearing in mind that the delivery address was correct and it was paid for in full. So she had chase them to rectify this situation and organize another delivery, which happened to be the day she moved in, the delivery driver turns up and only has the base, no mattress or headboard!

Spent an hour or so on the phone to someone called mike who was allegedly the senior manager!

They admitted that it was their fault, the order was only partially re entered! They would not organize next day delivery, stating that they are contractually obligated to use one company only (total rubbish!), so had to organize a temporary bed until Monday when they promised delivery.

On Monday no delivery, called up the delivery company and was advised that no order was received from beds.co.uk so nothing was out for delivery! Called their customer (lack of) service and spent another amount of time trying to find out the real reason as to why the bed was not being delivered, it turned out that this mike had not even put the order through!

Cancelled on the spot and had to organize at great cost a man with a van on a bank holiday Monday to drive around Taunton picking up items from various shops so that she could have a decent bed to sleep on.

This is totally disgusting service from this company, my advice is, never use them.

I have been calling every day since to get an explanation from them as to why this has happened, and to this date, not one person has taken the responsibility to call me back and explain why my elderly mother had no delivery and had to sleep on a temporary bed because of thier mistakes.

Do not buy - do not call - do not waste your time

I believe the true test of a company is how it reacts when things go wrong. Using that benchmark and my experience I would avoid this company at all costs. Failed delivery, disinterested manager, rude manager, numerous broken promises all amount to non existent customer service.
After 9 days of waiting for a call back flagged as urgent and promised without fail within 24 hours, I gave up and sent the email detailed below. Surprise, surprise no response as yet.

"I have been given this email address to detail the dreadful experience I have had with an order and the subsequent problems and shockingly poor customer service we have experienced.

I will attempt to detail everything but it is difficult to express in writing just how dreadful this experience has been and how let down and upset we feel.

Its was my sons birthday 18th birthday on 31st jan and his big wish was for his first double bed.

Having found a bed that fit the bill on your website I rang to check it was in stock and also check you could deliver on the day of his birthday, so it would be a surprise for him. I was assured you had stock and delivery on the day was all part of the service. My wife called the following day and placed the order again explaining the exact requirements and all was confirmed as being in place. This was some two weeks ahead of the big day so we sat back and relaxed safe in the knowledge that everything was arranged. On Tuesday 30th Jan we received emails telling us our delivery would be with us after 1pm on the 31st, all was good.

Sadly that was something of a false dawn and things went rapidly downhill from there.

Later on the Tuesday around 3pm my wife was called by a member of your team, Adam I believe, to be told that the bed wasnt coming. He offered 2 'like for like' alternatives and asked my wife to view them and get back to him. Panicking by now, my wife called me and asked me to view the alternatives and get one ordered. Sadly on viewing the so called 'like for like' alternatives it became clear that they were both pine finish when our bed was white. Not exactly 'like for like'!

I called your customer service number and after waiting for a considerable time spoke to a young lady and explained the situation, the fact the alternatives were not suitable and the lengths we had gone to to ensure this order would happen as our sons 18th birthday surprise and that it would appear our sons birthday surprise was about to be ruined. She listened intently and was clearly shocked at what had happened and said she couldnt sort the problem but that she would pass me to her manager who had the authority to sort this out.

I was connected to Adam who told me he was the manager of the aftersales team. My experience with Adam was without doubt the worst experience I have ever had when speaking to a company over the phone. I am told you record your calls, I would suggest you review the call. From the beginning of the call he sounded as if he was annoyed that he was having to speak to me and made no secret of the fact that he felt I was being unreasonable in being so upset at being let down by the company. Across a very long conversation he didnt at any point appear to understand why I was upset or empathise with us and had no grasp of why my son might be upset too. He suggested my only options were to wait for the bed to come in, despite having no idea when this would be, take one of the alternatives, despite them not being suitable or have a refund. I pointed out the flaws in each option and Adam then went into t&c mode. Rather than trying to be creative with a solution and make me feel understood and valued he started quoting terms and conditions. Not exactly what I expected. At one point I asked him how he would feel in my shoes, he didnt want to answer that one. He then asked me 'what do you expect me to do? What would you do?'

I suggested I would do all in my power to get a white bed delivered as per the contract, even if this meant sourcing one from another supplier, I would do everything to fulfill my companies promise to the customer. His response was to tell me and I paraphrase here, 'well thats not going to happen'. He then followed to suggest that my wife was perfectly happy when he spoke to her and suggest I was over reacting. This is my wife who was in tears and too upset to speak to anybody about it. I asked Adam to explain how my bed could go from being confirmed as in stock and reserved for delivery to unavailable and why it was only discovered at 3pm the day before leaving us no time to source a replacement. He told me there was a problem with the bed, in fact with all the beds of that type and it was only discovered when loading them. He also stressed i wasnt the only one affected suggesting this should make me feel better. When i queried how this set of circumstances could occur he then said the lack of stock was actually a human error, when i pointed out that he was changing his story on the hoof he suggested it was me who had got it wrong, im sure the call recording will show me to be correct, so much for 'the customer is always right'. After hitting my head against the brickwall of indifference that was Adam for around 30 minutes I gave up and asked to speak to a more senior person. To be told there wasnt one! I didnt believe this and persisted until Adam said, 'there is the resolutions team, but thats only for when there are problems', I laughed at this point and pointed out that we most certainly 'had a problem'. Reluctantly Adam agreed to pass our case to resolutions and said I would be called within 24 hours.

I waited 8 days with no contact so called yesterday to find out what was going on. I had to detail the situation again and the very apologetic representative said she could totally understand how let down I felt and that she couldnt understand how any of this could have happened. She promised me a call back that same day, without fail.

Here I am a day later with still no call.

This whole experience has been dreadful. You originally got it very wrong and badly impacted upon a very important family occasion. The service since that point has compounded the original problem and frankly multiplied it massively through a liturgy of disinterest and false promises.

I believe mistakes happen and that a company is judged on how it responds to mistakes. Sadly your companies response leaves a great deal to be desired.

I would still like to speak to somebody about this and I very much welcome your observations and suggestions for a resolution to this dreadful situation."

They were supposed to deliver a bed and matress last week - 20.01.18. Recieved an email on the day (?!) advising this wasn't going to happen, with no further explanation?

Really? Unbelievable, it's not like it was a delivery for a non-essential item. Also considering i'd taken my old bed down as one would and my wife, being pregnant wasn't best pleased to say the least.!

Complained to Ryan at first - useless.

Had to call back on another number. Spoke to Charlotte - a little more helpful and asked for a refund.

No refund yet. Isn't that theft? Will be writing a scathing e-mail on Trust Pilot and any other feedback site I can find. You need to address your customer service model inadequacies as a matter of urgency or find your site being taken offline by the consumer council.

GIVE ME MY MONEY BACK BEDS.co.uk!

Mr Prakash Mehta.
[protected].

ORDER NUMBER: -SW19 8NX

We ordered a mattress on 26th December 2017 and received one email confirming the order, stating that another email would follow for us to confirm delivery date.

Needless to say, that email never arrived, and after two weeks I called to follow up. I had to wait for my call to be answered for 15 minutes, at which point I was greeted with an incredibly rude man in the delivery department who did not apologise for the email not coming through and error on their part, and he continued to speak over me. Eventually I had my delivery date confirmed for today (9.1.2018). I planned my entire day around being home for the delivery as we have been without a bed for 3 weeks.

I have just received a nonchalant email (with no contact details) to say that the delivery wont be taking place today, and that I need to wait for ANOTHER email to be sent to reschedule. To say I am furious is an understatement.

"(No subject)
N
[protected]@beds.co.uk

Reply|
Today, 12:27 PM
You
Hello,

In regards to the recent order you placed with us; We have had notification from the courier, unfortunately, they won't be able to deliver on the date you selected due to a few complications.

Furthermore, you will receive a link to rebook in your delivery. We do apologise for any delay and inconvenience caused.

Many thanks,
Premier deliveries"

I will NEVER use this company again and warn everyone to stay FAR AWAY! Their 'discounts' are NOT WORTH IT!

I will be cancelling this order, WHEN someone answers my call - 10 minutes and counting as we speak.

I ordered an orthopaedic mattress and base. What arrived looked nothing like the photo on the website. Furthermore, the mattress was extremely soft that it sunk loads when sat on, definitely not orthopaedic as stated on the website. I complained and after a week they finally agreed to give me a new mattress. The new mattress arrived and was clearly just stuffed with extra filling, was wonky/lumpy and had a tear in the middle! I complained and asked to return the mattress and base for a refund. They keep fobbing me off. Now they aren't replying to emails. They have basically given me a miss advertised product followed by a miss advertised and faulty product. I just want my money back and to return the whole bed!

Ordered a mattress from Beds.co.uk, arrived faultily (e.g. the metal frame inside was bent out). Also, the mattress was not the one which I have ordered (e.g. a Pocket 3000 Spring Quilted Memory Foam Mattress). After one week I have arranged to collect the wrong mattress and to deliver the one which I have ordered. They collected the wrong one and tried to give me exactly the same type of cheap mattress, which I refuse to take it. After three weeks now I am still without the mattress and looks like they have no intention to refund my money back.

I am an old age pensioner who bought a bed from these people 15 months ago, the bed has been used only to sleep on. The side of the bed has broken and collapsed and was clearly faulty when sold. The after sales service from these people has been disgraceful firstly saying they had no record of the sale and after sending them the original invoice and some 8 emails they answer was that the item is out of warranty so they have no obligation to repair or replace, they were not prepared to even offer to sell me the broken part. Avoid these people like the plague unless you are happy that your purchase may only last you a year - disgraceful after sales service.
Avoid avoid avoid - you have been warned ...

My husband and I bought a mattress on 15th January 2017, 3 week later it was delivered in a very dirty van by two delivery Men, they just dumped the mattress by the door side and left. Three day after using bed we noticed the left side of the mattress had gone in completely, not only that we started getting a lot of bites on the mattress. My kids had bite marks on their body. I woke up in the middle of the night one day after sleepless nights for a month and saw insect(bed bugs maybe ) on the mattress and because it was a pocket mattress there was little holes in the mattress where it was possible the bugs hide and we then get beaten whilst sleeping.
We called beds.co.uk and a lady called Julie answered we explained to her and she said we should send a video of the bug which we did, and she then said she will speak to her manager, a week later, no one contacted us, so we called and we were told we will get a refund within 5-10 working days asked when the mattress will be collected, we were told 2-3 weeks or we can throw the mattress away, we then agreed to throw the mattress away as we can't wait that long for collection. one month later we still haven't seen the refund reflecting on our account, we called and the same lady Julie apologised again saying she will authorise refund as soon as possible. Two weeks later still no refund, this time a very rude man by the name Harry I believe answered and said there will be no refund. I was like, what is this, can I speak to Julie. To cut long story short, we still haven't received a refund, our calls is not answered and the email and letters we have sent, still no response. How can a company be this dubious?
I know they will not get away with it. PLEASE STAY AWAY FROM BUYING BEDS FROM THIS COMPANY. I don't know how they are allowed to still trade with all the bad reviews .

I bought a bed off your company in september. Said bed was not fit for purpose. Base was broken as were drawers also wrong mattress. Sent me new mattress which was same as old one which was wrong one. Cancelled my order and your company uplifted items on the 12th October 2017 and I have still to receive my refund, nearly 1 month on. You took money for goods really quick but you aren't so quick to return my money. I have sent email after email and I'm still waiting on a reply. Customer service stinks!