The whole experience was so good from ordering to delivery that I actually reordered from them a 2nd time. Highly recommend if you wish to buy a new bed or headboard.
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Lisez les avis des autres
The best company I have dealt with in years. I ordered a bespoke divan bed, as well as email confirmation I received a whatsapp chat allowing me to confirm or alter bespoke options. Two days lat... Voir plus
We have just received our delivery of a new King size Signature ottoman storage divan bed base at the beginning of October We are so happy with the quality of this bed base, it is so sturdy and r... Voir plus
L'entreprise a répondu
I bought a 5ft Ottoman for the storage space from Divan Base Direct and it's been so much better than my old base with drawers from another company. With one action it opens and I can access all the s... Voir plus
L'entreprise a répondu
À propos de l'entreprise
À propos de Divan Base Direct
Écrit par l'entreprise
Premium 2-Man Delivery
We offer a Premium 2-Man, room of choice delivery service on all orders to mainland England and Wales (see our full T&Cs).
Products made in the UK
We’ve tried, tested and hand-picked our products from the best UK bed manufacturers. So not only are we able to offer something to suit everyone, you can be assured that you’re buying the best quality item for the best possible price.
Excellent Feedback Rating
We pride ourselves on our customer service and satisfaction, product knowledge and experience. This helps us to ensure that we provide our customers with the highest quality products and service to match.
Coordonnées de contact
69 New Town Row, B6 4HL, Birmingham, Royaume-Uni
- 0333 366 0145
- info@divanbasedirect.co.uk
- www.divanbasedirect.co.uk
4,5
Excellent
6 k avis
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Unreliable & poor customer service
I ordered a king size divan and a double divan, with headboards for both. I also paid extra for fitting, express delivery, and removal of packaging/rubbish.
From the start there were problems. I was called to say the colour for one was out of stock, so I changed it to match. On delivery day we received both bases, but only the king size headboard. The king headboard didn’t even match the base, and the double headboard was missing completely.
I then waited over 48 hours for them to “do warehouse searches” before they agreed to reorder. When the missing headboard finally arrived, the delivery driver refused to fit it or remove the packaging and was quite confrontational about it, so I had to leave it.
On top of that, the first delivery team left black handprints all over my walls. I had to wash every wall they’d been near.
I’ve paid for services I didn’t receive. I’ve emailed asking for a refund of the fitting fee and express service fee, and to ask what they will do about the mismatched king set. I was told it would be dealt with when the manager returned on Monday. I chased last week, yesterday, and today. Still no reply.
Very poor communication, missed items, damage to my home, and no resolution. I cannot recommend.
27 juillet 2026
Avis spontané
Réponse de Divan Base Direct
Hi Mary-Clare, thank you for your feedback. We are sorry that your order did not go as smoothly as it should have as the 2nd headboard was missing at the delivery depot and so the order was delivered without the 2nd headboard.
When the 2nd headboard was delivered, you did explicitly express that you did not want the drivers to assemble the headboard and only leave it at the door. This instruction was recorded on the delivery notes, and therefore no installation service was added to that delivery. Our drivers can only carry out the services shown on their paperwork, which is why the headboard was not assembled on that occasion.
You also asked us to refund the installation charge relating to the affected bed rather than have that headboard installed. This has been refunded as requested and explains why the drivers did not assemble the 2nd headboard.
Regarding the issue you have raised about the king-size headboard not matching the base, we are aware this is currently being dealt with by our team, who are in communication with you to work towards resolving this.
We sincerely apologise for the issues with the initial delivery and recognise that communication could have been better while the matter was being investigated. Missing an item from an order is not the standard of service we aim to provide.
We fulfil many orders successfully and take customer satisfaction seriously. When an issue does arise, we always aim to investigate it fairly and find an appropriate resolution. We are sorry that your experience on this occasion has not reflected the level of service we normally aim to provide, and we hope the remaining headboard matter will be brought to a satisfactory conclusion.
Best wishes,
Divan Base Direct Team
The headboard came with struts too tall…
The headboard came with struts too tall for the bed base. I'm being sent shorter struts, I'll'll see how that works out. I had ordered a low divan base and had expected corresponding sized struts. The person I spoke to put it all on me. Would not admit that if I ordered a low base, I would need a shorter headboard.
4 août 2026
Avis spontané
Réponse de Divan Base Direct
Hey David, thank you for your feedback. We’re sorry to hear that you were disappointed with the headboard struts supplied and with how the conversation with our team came across.
We would like to clarify that the struts originally supplied are our standard headboard struts and are routinely provided with our headboards, including when a low divan base is ordered. A lower divan base does not necessarily mean that shorter struts are required.
Many customers specifically choose a low divan base because they have a deeper or thicker mattress and want to keep the overall height of their bed manageable. In those circumstances, shorter struts may actually be unsuitable, as the headboard still needs sufficient adjustment to accommodate the mattress height. We therefore have to supply a standard fitting that accommodates the widest range of mattress and bed configurations.
We completely understand that your particular setup is different and that you would prefer the headboard to sit lower.
There is also an adjustment you can try with the existing struts. The fixing point on the back of the headboard is not positioned directly in the centre of the strut. Turning the struts around changes the effective length: fitted one way they extend further below the headboard, while fitted the opposite way they sit shorter. This may help achieve the height you are looking for.
Nevertheless, we wanted to accommodate your particular requirements. Although shorter struts are not something we normally stock or supply as standard, our team has managed to source some specifically for you which have now been delivered.
We hope this provides some useful context as to why the original struts were supplied and also demonstrates that, where a your individual setup required something outside our usual specification, we have tried to find a practical solution for you :)
Best wishes,
Divan Base Direct Team
Quick delivery and great customer service
Delivery was incredibly quick. Around 3 days from placing the order.
Quality of the bed and headboard is great.
Customer service was excellent.
4 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Clare, thank you for the fantastic feedback! We're so pleased your order arrived so quickly and that you're happy with the quality of both your bed and headboard.
It's also great to hear our customer service team looked after you well.
Best regards,
Divan Base Direct Team
Great Customer Service
I had some issues with my purchase in the beginning, however, it was well handled by Sam from customer support who helped me to resolve it. The bed is lovely and headboard is just stunning .
Thank you for being so patient and professional .
22 juillet 2026
Avis spontané
Réponse de Divan Base Direct
Hi Laura, thank you for taking the time to leave us such a lovely review. We're sorry there were a few issues with your purchase initially, but we're really pleased Sam was able to get everything resolved and make the experience a positive one.
It's fantastic to hear that you love your new bed and that the headboard has made such an impression! We'll be sure to pass your kind comments on to Sam, he'll really appreciate the recognition.
Thank you for your patience throughout and for choosing Divan Base Direct. Your feedback means a lot to the whole team!
Kind regards,
Divan Base Direct Team
Terrible communication, extremely long delays and they lost the mattress!
I've had a horrible experience attempting to purchase a mattress from DBD. I first placed my order in mid June, only to be informed that I would have to pay an additional £90 for delivery. Then for a full month I heard nothing from them unless I directly called their office and demanded an update. Finally today I called and asked for an update only to be told that between Friday and Tuesday the company that handles their shipping had LOST the mattress.
Despite directly telling me that it takes two weeks for a mattress to be produced and another week for it to be delivered at a minimum, they tried to tell me that they could have one sent to me by next week... I've heard better attempts at excuses and negotiations from students who left their assignments at home!
After losing all faith, I had to repeatedly tell the representative on the phone that I wanted a refund but he would not process it there and then, instead I have to sent an email to them for it to be considered.
Thankfully I've paid through PayPal so I can issue a chargeback if I don't hear by the end of today.
Would highly recommend against using DBD due to the lack of communication, long delays in shipping and overall reliability. I'm still at a loss for how a mattress company loses track of a mattress and forgets to tell the customer
21 juillet 2026
Avis spontané
Réponse de Divan Base Direct
Hi Shane, thank you for taking the time to leave your feedback.
We’re very sorry for the frustration and inconvenience caused with your order. We do clearly state in our delivery information that offshore addresses are not included within our free Mainland UK delivery service, and that deliveries to offshore locations can take an additional 1–2 weeks due to the extra stages involved.
For offshore deliveries, the order is first dispatched to our offshore delivery partner, then shipped across and passed to a local courier for final delivery in your area. This process is usually consistent and reliable, but unfortunately on this occasion your mattress was lost while in the care of the offshore delivery company. This is extremely unusual and not something we would expect to happen, which is why we were also very disappointed to learn of this.
We appreciate that, regardless of where the issue occurred, this affected your overall experience with us. We understand that the delay and lack of a clear update left you without your order, and we are genuinely sorry for this.
When we advised that a replacement could be arranged sooner, this was because we intended to make special arrangements to prioritise the replacement and get it to the offshore delivery company as quickly as possible. This was not intended to mislead you in any way. When issues do occur, we always try to go the extra mile to resolve them as quickly as we can.
We have recieved your email regarding the cancellation and your refund is in process. We rely on good service, repeat customers and recommendations, so it is never our intention for any customer to be left disappointed. On this occasion, both you as the customer and us as the retailer have been let down by the delivery failure, and we apologise again for the inconvenience caused.
Best wishes,
Divan Base Direct Team
Jack was extremely helpful
I called for advice and Jack was extremely helpful and knowledgable - he inspired confidence in the product so I bought a new base and mattress.
20 juillet 2026
Avis spontané
Réponse de Divan Base Direct
Hi, we're delighted to hear that Jack was helpful and knowledgeable and gave you confidence when choosing your new base and mattress.
We'll be sure to pass your kind words on to him. Thank you for choosing Divan Base Direct.
Best wishes,
Divan Base Direct Team
Good product at a good price
Good product at a good price
Good communication regarding delivery.
Good delivery experience.
All good!!!
Will be using again soon
18 juin 2026
Avis spontané
I ordered a bed from divan base direct…
I ordered a bed from divan base direct few year ago and I was so happy with it that I came back as I needed one for my son. The customer service was great from start to finish. Adam and Kay were very helpful, while there was a slight delay in getting the order. I was kept informed throughout the process. When the bed finally arrived I was really pleased with it and so was my son, The same quality as the last time. Also the delivery team were also helpful and were able to accommodate the delivery date around my schedule
26 juin 2026
Avis spontané
Fantastic experience from start to…
Fantastic experience from start to finish. Easy to purchase and the quality of the bed has lasted, bought one in 2018 and it’s still going! Through my own fault I broke one of the feet and the team were super responsive in helping me get a replacement when they really didn’t have to after so long. Would definitely buy again!
1 juillet 2026
Avis spontané
Réponse de Divan Base Direct
Hi Mallory,
Thank you for sharing your experience!
It's especially rewarding to know that your bed has served you well since 2018. We're always happy to help where we can :)
Your continued support mean a great deal to us and we look forward to helping you again in the future!
Kind regards,
Divan Base Direct team
The headboard is of high quality at a…
The headboard is of high quality at a great price and the service was very good. Highly recommend
8 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Nick,
Your recommendation means a great deal to us, we truly appreciate you taking the time to share your experience!
Kind regards,
Divan Base Direct team
I bought the Penelope 3000 Sophia briar…
I bought the Penelope 3000 Sophia briar rose mattress online . It wasn’t cheap. It was delivered on 16 June nicely by two gentlemen but when we came to put the mattress on the bed this week we noticed through the packaging that although it was marked Penelope on the mattress label there is no branded Sophia briar rose embroidery anywhere on the mattress and indeed it is only mentioned on a paper label on the outside! The mattress looks nothing like the advert photo it is TOTALLY different!!. Different material, different colour and it’s got the wording bamboo all over it and it looks like a thinner main mattress with an additional topper. I was told it was really firm but it sags when you sit or lie on it. I tried contacting the manufacturer Sleep Revolution only to be told by a ex employee they had gone bust about 2 years ago and indeed the last reviews date to that time . I was also told the seller DBD had gone bust too. On phoning I was fobbed off that the differences in the mattress were due to the manufacturer running out of the cloth and they say in the small print it can have differences !!! So different it could be a totally different mattress !!! and I think it is. I have invoked The Consumer Contracts Regulations 2013 14 day cooling off period . I suggest others do the same if they are not happy.
The Company now say I can’t use the cooling off period as the mattress was custom made. No it wasn’t, I viewed it online and ordered it as seen. Nothing was added just for me. Evidently they don’t hold a supply of mattresses but make them as required. That is not custom made .
I have contacted Citizens Advice and following telephone conversations they agreed the mattress is not bespoke in any shape or form and I was entitled to return the mattress in the cooling off period and have my money refunded . They are therefore passing the details to Trading Standards for them to look into . Do not be fobbed off by this company!!!
16 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Carol,
Thank you for taking the time to leave your feedback.
We're sorry to hear that the mattress wasn't what you were expecting.
The Penelope 3000 Sophia Briar Rose you received is the correct model. While the external fabric, embroidery and ticking design have been updated by the manufacturer over time, the internal specification remains unchanged.
We appreciate that seeing a different exterior to the one pictured may have come as a surprise. However, this does not mean a different mattress has been supplied. The changes relate to the outer cover only and not the quality or specification of the mattress itself.
In terms of firmness, comfort is naturally subjective and can vary from person to person. Although the exterior has changed, the mattress retains the same specification as the model ordered.
Regarding your request to cancel under the Consumer Contracts Regulations, this mattress was manufactured specifically to fulfil your individual order and is therefore a made-to-order product.
We appreciate your feedback and are sorry that the updated exterior design did not meet your expectations.
Kind Regards
Divan Base Direct Team
Bed frame looks lovely,
Ordered on the 9/6/26 had a voicemail the next morning double checking my order, received a text and email updating me on my order scheduled for Monday the 22nd. I received my time slot and tracking link the Saturday before delivery. The delivery guys were lovely and the bed frame looks great
22 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi!
Thank you for choosing us and for taking the time to share your experience. We hope you enjoy your new bed for many years to come :)
Kind regards,
Divan Base Direct team
Lovely Divan.
Speedy, great quality. My only observation is the material covering the screw holes for joining the divan isn’t pre marked and it’s difficult to push the screws through. That was annoying otherwise all very good.
20 août 2025
Réponse de Divan Base Direct
Hi Nick!
Thank you for taking the time to leave us a review. We also appreciate your feedback regarding the screw holes, your comments are valuable and we'll share them with our product team as we continually look for ways to improve our products and make assembly as straightforward as possible :)
Kind regards,
Divan Base Direct team
Poor construction quality and a 59-day refund process
I ordered a reinforced Divan Base. Customers should be well aware that simply selecting a fabric colour or drawer configuration on their website may result in the item being unexpectedly classified as made-to-order. In my view, the website did not make this limitation sufficiently clear before purchase. It can significantly limit your return rights if you simply change your mind. Fortunately, my bed arrived damaged, giving me the legal right to reject it.
The item arrived with a 30cm tear and dent on the top surface. Upon inspection, I was highly concerned by the construction quality. Instead of what I would consider a sturdy platform, the frame consists of untreated pine boards with large gaps, topped with 3mm hardboard, and the bottom covered in basic sackcloth. The structure appears to be held together mainly by staples. I have retained detailed photographic evidence of the damage and the materials used.
When I questioned how the bed could be described as reinforced, the customer service representative referred to the company's 40 years of manufacturing experience as justification for the design. I found this response to be quite dismissive, as it felt like a way to avoid addressing my legitimate concerns about the actual materials used.
The refund process took an unreasonable amount of time. The courier collected the faulty item on the 31st of March, but I only received my refund on the 29th of May. That is 59 days of waiting and following up with emails to resolve the issue.
Based on my overall experience, I strongly recommend avoiding this company. If you do consider purchasing from them, please be incredibly careful about their made-to-order policy, which might unexpectedly strip away your standard return rights.
11 mars 2026
Avis spontané
Réponse de Divan Base Direct
Hi Paul, thank you for taking the time to leave your feedback. We are genuinely sorry that, on this rare occasion, your order arrived damaged and that your experience with the refund process did not meet the standard we aim to provide.
We want to reassure yourself that if an item arrives damaged or faulty, we take responsibility and work to resolve the matter fairly. In this case, the item was collected and a refund was issued. We fully accept that the refund timescale was longer than it should have been, and we sincerely apologise for the delay and inconvenience caused.
Regarding made-to-order products, our beds are manufactured specifically to the customer’s chosen size, fabric, storage type and drawer configuration. This information is provided within our delivery and returns information, which is accessible from each page of our website. We also continually review how we present key information so customers can make informed decisions with confidence before placing an order.
On the construction of the reinforced divan base, our products are manufactured using industry-standard methods and approved materials by our regulatory body.
We are disappointed that your experience led to this review, but we do appreciate the opportunity to respond. We remain committed to improving our communication, delivery checks and aftercare, and we will use your feedback to help strengthen those areas further.
Kind regards,
Divan Base Direct Team
Excellent service
Excellent service from Karolina. She was helpful, knowledgeable, and responsive throughout the purchase of my divan base. The process was smooth from start to finish, and I am very happy with both the product and the customer service. Highly recommended.
6 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Marta,
it's great to know that the process was smooth throughout and that you're happy with your new divan base. Your recommendation means a great deal to us, and we truly appreciate you taking the time to share your feedback :)
Kind regards,
Divan Base Direct team
Réponse de Divan Base Direct
Hi Ewelina,
Thank you so much for your kind words!
Kind regards,
Divan Base Direct team
Great customer service
Great customer service, quick and easy to get, many thanks to Karolina, very helpful to answer questions regarding the beds
11 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi,
Thank you for your feedback! We'll be sure to pass your kind words on to Karolina, we really appreciate your support and hope to assist you again in the future!
Kind regards,
Divan Base Direct team
Really good quality and very friendly…
Really good quality and very friendly staff
2 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Julia,
We're so glad to hear that you're pleased with the quality of our product. We appreciate your support :)
Kind regards,
Divan Base Direct team
very good workers!!
10 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi Dawid,
We're so pleased to hear you had a positive experience with our team. We'll be sure to pass your compliments on!
Kind regards,
Divan Base Direct Team
Really happy with my bed and headboard…
Really happy with my bed and headboard definitely coming again
28 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Navjot,
Thank you so much for your kind review! We're delighted to hear that you're happy with your bed and headboard.
Kind regards,
Divan Base Direct Team
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