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Update # 3:

This is a final supplementary update, unless we get any belated offer of compensation. I had offered to amend the review text accordingly if the company showed some decency, but that offer is no longer current.

If a company's true colours are revealed only when things go wrong, then this test has found BBD's corporate values and customer service standards badly lacking.

After some prompting from the National Bed Federation, who are aware of our case, BBD has eventually added some appropriate advice on the product description page for this 23cm high divan. Future prospective customers will now know in advance that choosing the "sprung edge" option will increase the bed base height from 23" to 36", but they will still need to read section 8.4 of the T's and C's to be aware that all divans are non-returnable.

We would certainly not have made this mistake if the product description had included this warning when we made the order.

The addition of this warning to the product description is an implicit admission that it was previously inadequate in this regard. However, the company has continued to refuse any kind of compensation for our significant resulting costs.

Update # 2 in response to reply #2:

(It looks like they thought better of it and deleted their 2nd reply while I was still writing a response, but here goes anyway.)

Ah, why not have a verbal fight with the customer, just to add further insult to injury? It's a shame they weren't able to answer the phone to us or reply to our email asking for a bit of goodwill.

I really feel for this poor small company being so victimised by by the pathetic customer who brazenly failed to read every little sentence of the the grand opus that is the BBD T's & C's.

Sure we only lost a little over £300 and left with a bed base that's entirely useless and my mother still at risk and in pain with the bed that's too high for her. Of course that's nothing compared to the sad plight of the wee company getting a bad review when they spent so long writing their precious T's & C's.

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Update #1 in response to reply #1:

As expected, a complacent reply blaming the customer. The actual problems are the way such important information is obscurely located in the T's and C's, and the unusual classification of all divans as bespoke, as recognised by senior marketing staff at the Bed Federation, whose logo is displayed on BBD's homepage, and by staff at the Consumer Helpline. These matters are at best on the edge of legal acceptability, and most companies try a lot harder to ensure that customers are not misled.

My advice to potential customers of BBD remains valid.

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Original post unedited:

If you are foolhardy enough to buy a divan bed from this company, please study the T's & C's very carefully first. Currently in clause 8.4, it states that all divans are treated as bespoke and therefore exempt from the Consumer Rights Act and non-returnable. In the last few sentences of clause 8.11, it then states that a sprung-edge may increase the depth of a divan base by an unspecified amount. You need to read and fully understand all the T's and C's to know these two items of not insignificant information, because there is certainly no hint or warning of them on the product description pages or during the purchase process.

If for this or presumably any reason where their unusual T's and C's have left you with no legal redress, you have cause to request goodwill from this company, well, shall we say, it's best not to have any expectations in that regard.

In our case, we needed a low-standing, 23cm height divan base to enable my elderly and now disabled mother to reduce her levels of pain and fall risk on getting in and out of bed. We selected the sprung-edge option and failed to notice those two T & C clauses, and the delivered divan base turned out to be over 50% deeper than the product description, and in fact, no lower than the one it was intended to replace.

Looking at the other 1-star reviews here, I am confident we may get a smart comeback from "admin". I guess also that the chances are very slim of them improving their product information, rather than relying on the customer to read and understand all those T's & C's to avoid being misled.

The salesman was very informative about the mattress I bought. He was very friendly and helped me with my purchase. He delivered it when he said he would and installed my mattress in situ very quickly.

really good service thank u your my first choice next time I order

The company was very helpful and when the delivery driver brought my bed he helped me by assembling it
I cannot recommend them enough

Super Fast from Order to delivery. Great product and a gereat prices. Will use again.

would not use again I was not exposed, the mattress is too soft, and it has a lower left hand side on the right hand side to the left hand side, if you made it more clear in your small print that a mattress wouldn't be exchanged after an hour of trying it, I would not of bought from you in the first place, you are very unhelpful, I told you on an email I am housebound so can't go out to try mattresses, I HOPE YOU ENJOY HAVING MY £439, AS THE ONLY PLACE FIT FOR THIS MATTRESS IS THE TIP

Quality bed ,excellent mattress. Helpful staff,
Quick delivery. 100%satisfied.

Prompt delivery. Good quality mattress.

Excellent service and excellent product (Bedmaster Emperor Orthopaedic Divan Bed Set). Slight damage to a drawer (due to delivery/transit not manufacturer/product) but BBD provided a new drawer without quibble within days. Would recommend - plenty of other sharks out there !

Very good, thanks

Good communication, easy to order online delivered within time slot , excellent service with a good product.

Buttonholes in mattress very deep. Wiil need a thick mattress topper. Delivery and tracking good.

I ordered a bed and mattress on Wednesday and spoke to Jason who was extremely helpful and told me it will be delivered on Friday. I had conformation later that day and then the night before delivery I was given a time slot. On the delivery day I had a phone call telling me they would be with me within the hour the delivery men were amazing and carried the bed to my room of choice. I would definitely recommend this company and actually have already today. Thank you for making the order so easy.

Delivered quickly and professionally. Thanks.

Shout out to your web page creators, the easiest site to use that I have come across ever, great to use, simple efficient to navigate, impressive delivery man carried mattress all the way upstairs and into the room all by himself, he was quietly courteous, smiling, pleasant and helpful. The mattress no complaints here, great mattress and great price. Happy with everything from start to finish

Product as described, delivery was on time and the communication was flawless. Highly recommend them !

Very pleased with purchase, very friendly service,would buy again from bestbedsdirect

Delivery arranged well. Great communication. Prompt reply to query.