Beds.co.uk
Reviews and Complaints

Partial communication history with latest unanswered email first:

So, the saga continues!

After various (Attempts) and calls/email to you, I eventually thought that this matter had been sorted.
After initially speaking with sophia and then jake, I spoke to jake again on 21/09/17 when he up-sold me to
A supposedly more robust bed frame, even though the style was not what we wanted. We were fair and gave
Your company a chance to provide a satisfactory resolution.

We agreed an additional £164 cod for sat 30/09/17.

I assembled last weekend due to having been away and the following applies:

1) the original frame's centre legs were too short (I sent you photo's, twice).
2) the original frame's welded fittings on the corner uprights were defective.
3) the original frame's plastic base inserts, not all would fit into the holes (Badly machined)
4) the replacement frame's centre legs are also too short and contrary to what jake told me over
The phone, they do not have adjustable legs/feet!
5) one of the machined/welded thread holes on the corner uprights does not align with it's mating plate
On the side rails. (Photo attached showing how out of alignment this was, think the female thread was angled
Within the corner post). This in itself makes the bed potentially unsound structurally.
6) one of the bolt screws did not fit the thread (As if someone had cross-threaded previously) but in
My fairly extensive experience of all things mechanical, it was due to a spot of weld inside and/or poor machining (I took a video
Showing this).
7) one of the corner posts attached foot is crooked, it's been spot welded before being seated correctly. (Photo attached)
8) the only 'beefier' fact of this more expensive frame (Whose design I did not particularly want), is that
The corner legs are a larger diameter (But not a thicker grade of metal.
9) I put it together (A diy'er would have struggled or at the very least ended up with an incorrectly put together
Bed frame) but am toaltly unhappy, especially as I was give incorrect information re the adjustable feet and the
Fact the centre legs are also too short for the bed. How on earth do you get away with this?

I found myself walking past a bensons yesterday so went in to have a look and the bed frames in there look solidly built and a similar price.

We feel let down, especially as we originally requested a refund (Which you were happy to provide) but gave you the benefit of the doubt when told of a possibly solution by upgrading. Taking the above into account, we require collection of the bed and a refund. We have all of the packaging and took photos as we unwrapped just in case.

Yours faithfully,

Mark rowan

— forwarded message —
From: mark rowan
To: [protected]@beds.co.uk
Sent: friday, 8 september 2017, 11:27:11 bst
Subject: re: fwd: thank you for your order

Hi,

I sent the following email on 31/08/17 but have not had a reply so trying again. Content copied from original email

Further to my conversation with sophia judy now, the bed frame is rubbish. The three mid support legs are too short by around an inch (Photos attached) and the framework is so flimsy that it would be essential for these legs to be correct. Further, the sides would flex too much whilst sitting on the edge of the bed (I'm 14.5 stone so not a giant) and the lugs on the single slat caps that fit onto the side support frame do not fit into the holes which are poorly machined.

'm a joiner by trade and am fully conversant with all things mechanical/load bearing distribution etc. This bed frame is not fit for purpose.

We moved house yesterday and have a new mattress to trial but now can't and will be ordering a bed frame from john lewis.

Please arrange for collection and a full refund.

I bought Rimini 4 Drawers Leather Storage Sleigh Bed two weeks ago. The bed has a horrible quality like it's made of paper. Or like it's made by a 5 yo child. Tried to contact them to find out how to get a replacement, but they said it was impossible. Even though I have a warranty. How can this be?
I don't want a refund, I just want to replace the bed to a better one, bu if you keep doing illegal things, I will ask for a refund through authorities.
Thanks.

16th August -ongoing
Client reference: Smith SW19 1NY

I purchased a bed and mattress from Beds.co.uk on the 16th of August.

I chose the 26th of August as my delivery date as I was moving in that day. I received a phone call at around 17:30 on the 25th saying that they did not have the bed was damaged and that the soonest I would receive my order was Wednesday the 30th. The person on the phone spoke incredibly fast and I tried to explain that I was moving in and didn't have a bed at all now, he carried on and said that was the best they could do.

Although annoyed, I accepted this. I did, however, ask if the mattress could be delivered so that I would have something to sleep on. After multiple attempts to call someone at Beds.co.uk, they informed me that the mattress could not be delivered because their vans were not coming to my area.

I agreed to have the mattress delivered on Thursday the 31st (it was the only day I could get off work). I was informed that my delivery time slot would be from 7:30am to 10am.

On the afternoon of the 30th I received a call saying that I would not be receiving my delivery the next day because the item was out of stock. I really didn't understand how they could confirm a delivery slot while knowing that they did not have stock of my item.

At this point I was offered 10 pounds for the inconvenience and to change the bed order so that I would be able to receive delivery sooner. I agreed to this and gave them a list of the beds that I would consider taking.

I tried to call with these options several times, however, no one ever answered.
I agreed to taking a different bed and asked whether they needed my bank account details for the 10pound reimbursement.
At this time I was told via email to call the sales team and discuss this with them. There was no acknowledgement of the reimbursement or whether the other option in bed was available to me.

I tried to call the sales team and after waiting on the phone for 20 minutes I had to leave the queue to continue work.

I emailed over a list of all the other beds that I would consider taking. They informed me that I could choose any bed and that they would cover the difference.
I chose a bed and only later saw that the measurements were not correct. I tried to email but no one got back to me, I therefore tried to call again. I waited for 30 minutes before someone answered. The lady found the email chain and I told her how the new bed I chose was too big. We spoke about other options when she notified me that I could choose a more expensive bed but that I would pay the difference, not the company.

I chose a bed that cost 10 pounds more then the one I originally chose, a difference which they did honour.

The delivery date was set to Tuesday the 5th. I had to email and ask for confirmation of this on the Monday, which was confirmed.

I received the delivery on Tuesday and once putting it together and getting to the part where the slats are inserted and screwed in place I noticed that they sent me the wrong part and that the bed measurement at the top was 123cm and at the bottom was 130cm. I emailed them today to ask for them to send the correct part to me as soon as possible. I also tried to call numerous times and did not get through.

In the mean time I have unpacked the mattress and slept on that last night. I ordered a "memory foam/sprung mattress" and there is absolutely no memory foam. Meaning that the mattress is incorrect as well. It is also incredibly uncomfortable and feels as though a spring is going to pop out at any moment.

I ask that I receive a full refund. I have incurred additional costs such as blow up mattress for the time I had no bed (10 pounds), salary deduction from taking a day off (100 pounds). The inconvenience and uncomfortable nature of sleeping on the floor (I'm not too sure how much that would equate to but I hope it will be taken into consideration).

I would like a refund so that I can afford to buy a bed elsewhere or the funds to fix this current base and buy a new mattress with memory foam.

Thank you
Robyn Smith

I would like to complain about the service I have received from beds.co.uk regarding the handing of my bed frame and mattress. I ordered both of these on the 23rd August and called to specify that I cannot receive the items until the 11th Aug or after as the 11th is the date I will be moving into the property. The lady on the phone assured me that I will not receive the bed until after move in date and I will be contacted to arrange a suitable delivery date.
On the morning of the 11th at 6:30am I was woken up by my phone ringing. It was a delivery man outside my property (that I was due to move into that day but obviously has not received the keys at such an early time in the day) I explained I won't receive the keys until 2pm so that is the earliest time I would be available. the driver then called to say this cannot be done and he will come tomorrow. I was frustrated by this as I think that even if I had already moved into the property, 6:30am is a ridiculous time to call a customer. Also, the fact that he was not willing to neogitiate and come later was frustrating and I received no apology.
The delivery man called me back an hour later to say that he could come at 2pm if I text him my address and once I had texted, he replied instantly to say that was fine.
Once at the property from 2pm I received the keys and waited until 6pm. I called the delivery man 5 times with no luck and response.
I called beds.co.uk on Saturday 12th to find out what had happened only to be informed that because 'I wasn't at the property at the time of the delivery then it had been rearranged until Wednesday. ' I explained that I was not at the property at 6 in the morning because it was in my details that my move in day was the 11th and there is no way anyone would be moving in at 6.30am. I also explained that I rearranged for 2 and made many attempts to contact the driver but with no luck. I received no apology from the employee on the phone about the delivery change until Wednesday.
I slept on the floor until Wednesday.
Then on Wednesday, my bed frame successfully arrived at the time I was texted it would. However, there was no sign of my mattress so I called beds.co.uk again who explained that they believe my mattress will be delivered sometime this week. They couldn't provide a date or time that it would be expected. As I had ordered my bed weeks beforehand I was not impressed. I was also told that the bed delivery people tried to deliver on the 31st July but I wasn't in. I then went to explain once again that I did not move until the 11th and this was made very clear in my delivery details.
Today is the 16th August, over 3 weeks since I ordered my bed, and I am still without a mattress and sleeping on the floor for the past week.
I would like some compensation for the poor service and lack of communication in the handling of my delivery.
Regards

Louisa Ogborne

Do yourself a favour and do not buy a bed from this company. Worst customer relations experience I have ever had, to the point I feel so exasperated my only outlet is online.

This is the high level experience I had:

1. The mattress got delivered outside of the time I had arranged
2. The wrong size mattress was delivered (with the correct base)
3. It took a week for beds.co.uk to bother responding and scheduling a replacement (unbelievably unresponsive)
4. The wrong delivery date for the replacement mattress scheduled and an irritated driver phoning me on a week day
5. The replacement was delivered and left on the street (I was told I needed to pay £20 cash to get it into my apartment) despite this being completely their fault
6. Tried to share my experience with management, receive no response despite multiple attempts to get hold of them over a period of a week.

I bought the bed because it was the fastest delivery but in the end the whole process has taken almost 3 weeks due to incompetence and unresponsiveness.

On 3 May 2017 I purchased 2 Divan beds and phoned up on 11 May to check delivery status. I was told that in fact beds.co.uk would not deliver to my post code address even although my post code address is one of the codes which their website states that they deliver to?! When I made the expensive purchase on 3 May at no point during payment was I told that beds.co.uk could not deliver to my address - and then for a further 7 days, no one got in touch with me to inform me that there was a problem with delivery? Why is this? Why take my money and not fulfill your promise to deliver goods that are purchased. If I had not phoned to check today I may never have known what had happened to the beds or for that matter what had happened to my money! The refund I have been promised by the less than helpful supervisor today will take 5 working days to be put back on my card - which leaves me another week without the chance to order these beds from a more honest and reputable company. How can companies get away with this horrendous customer service?

Dreadful company. Do not buy anything from them. I bought a bed and was asked to book a delivery time. Then they just delivered it anyway and dumped it outside. Rain ruined mattress and headboard. Despite ringing / emailing several times, no response, no refund, no replacement. Damaged bed I can't use still on my garden. Have had to borrow a camp bed to sleep on and I have a disability. I think the problem is the shocking delivery company they use. Premier Deliveries, whose description of 'white glove' service bears no passing resemblence to the service you actually receive. I just want them to take the damn thing away and givd me my money back which I requested in the 14 day cooling off period.

What a terrible company to deal with! I bought a mattress from this store Beds and I was supposed to get it within 48 hours. When my order did not arrive I decided to contact them and ask if everything was ok. Their rep told me that there was nothing to worry about and said that deliver guy was already on his way. I waited patiently but no one showed up. For about a week they ignored all my messages and calls and when they finally replied they said that there was an issue with my order and they cancelled it. They promised me a refund, but I did not receive it yet! I hope I'll get my money back, otherwise I'll go to their office and deal with them in person, and I will also report them to the police and hire a lawyer! Very poor service!

I ordered a bed from Beds company and wanted an exchange because the bed that I received was too huge. Contacted their customer support and spoke to at least 5 people who told me completely different things. Few of them said that this was not possible, others were much nicer and sad that they need some time to resolve my issue. When I called again they said that they have no idea who I was! This place is a complete scam. I do not have enough space for that kind of bed. When I ordered I thought it would be smaller. Total disappointment.