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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A répondu à 83 % de ses avis négatifs
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Update — Resolved 3rd July, but concerns remain
Following my initial review, the missing components (4 feet, headboard screws, and ottoman bolts) were eventually sent out, and the delivery team returned to complete assembly. The order was finally complete on 3rd July — over five weeks after it was placed on 27th May.
Throughout this process I was incorrectly told by two members of staff that a 50% cancellation fee applied to my order. This was only walked back when I escalated to a manager, who acknowledged that the fee should not have been applied. Both items were clearly listed as clearance on my order confirmation and were never made to order — the fee had no basis, but it took significant persistence on my part to have this recognised.
Despite my requests for all communication to be in writing, I continued to receive phone calls, I had to call in myself to get updates at times as i was sometimes left waiting a week for a reply to emails, and in these emails they would avoid the issue and offer niceties rather than any actual update. I am still awaiting call recordings requested under a formal Subject Access Request submitted under UK GDPR, which they are legally obliged to provide within 30 days.
Individual staff members were polite, and the matter was ultimately resolved — but only after an unreasonable amount of time, effort, and persistence on my part. I would urge anyone considering purchasing from Divan Base Direct to ensure all communication is in writing from the outset and to be aware of their cancellation policy, which was misapplied in my case and only corrected after escalation to management.
27 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Rebekah,
Thank you for taking the time to update your review.
We’re sorry that your order took longer than expected to be fully completed and that the missing components meant assembly could not be finished on the original delivery.
We also apologise for the confusion around the cancellation fee. This should have been reviewed correctly from the outset, and we’re sorry that it required escalation before this was clarified. Your feedback has been noted internally so we can improve how these situations are handled going forward.
We’re pleased the missing parts were sent and the assembly was completed, but we fully appreciate that the overall experience fell below the standard we aim to provide. Thank you again for your feedback, and we’re sorry for the inconvenience caused.
Kind regards,
Divan Base Direct Team
Réponse de Divan Base Direct
Hi Jeremy,
Thank you for your review. We're delighted to hear you're happy with the quality and value of our products. The fact that you've purchased three bases from us is the highest compliment we could receive.
We truly appreciate your continued support.
Kind regards,
Divan Base Direct Team
Divan base direct make the process from…
Divan base direct make the process from ordering to delivery so streamlined and simple. The quality of the beds and headboards is second to none, so good I have replaced all three beds in our house to the DBD Ottomans.
15 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Elaine,
Thank you for your fantastic review. We're delighted to hear that you found the ordering and delivery process simple and streamlined, and that you're so pleased with the quality of our beds and headboards.
It's especially rewarding to know you've chosen DBD Ottoman beds for all three bedrooms in your home. Thank you for your continued support.
Kind regards,
Divan Base Direct Team
Beautiful comfy bed
Bed is built solid and looks so plush with the pink fabric, drawers hold loads and slide in and out like a hot knife through butter.mattress is deep and so comfortable and firm.really happy and thrilled with the bed.service good too, kept us informed by email and sorted out another mattress for us as the one we wanted had a 1 to 2 week delay and we didn't want to wait but still very happy with the topaz mattress.we looked at many bed shops and sites on the website but we are so happy we chose DBD and will recommend them to family and friends.if you want a beautiful bed and a easy shopping experience we recommend DBD
30 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Michael,
Thank you for your wonderful review. We're delighted to hear you're so pleased with your new bed, mattress, and the overall shopping experience. It's great to know our team could help with an alternative mattress option and keep you informed throughout.
We really appreciate your recommendation and thank you for choosing Divan Base Direct.
Kind regards,
Divan Base Direct Team
Excellent customer service!
I called today as I had realised I had not got the clips for my bed base (which I purchased in 2020!), it was for a spare room and not used much. Spoke to Adam who found my order and is sending the clips. Very efficient, professional and helpful - thanks so much!
1 juin 2026
Avis spontané
Réponse de Divan Base Direct
Hi,
Thank you for your wonderful review. We're delighted to hear that Adam was able to assist you in locating your order and arranging for the missing clips to be sent out, even after several years. Providing efficient, professional, and helpful customer service is something we take great pride in, and it's fantastic to know your experience reflected that.
We truly appreciate your kind words and thank you for choosing us.
Kind regards,
Divan Base Direct Team
First class and professional service
First class and professional service. Once we placed the order this was followed up to make sure all was ok and with an ETA for delivery. The delivery was as and when they said and the guys delivering were super friendly and helpful. In hesitation in this 5* review. Thank you.
28 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Andrew,
Thank you for your fantastic 5-star review. We are delighted to hear that you received first-class and professional service from start to finish.
It’s great to know that our follow-up communication, delivery updates, and friendly delivery team all helped make your experience a positive one. Your kind words and recommendation mean a lot to us.
Thank you again for choosing Divan Base Direct.
Kind regards,
Divan Base Direct Team
Great communication before delivery of…
Great communication before delivery of bed. Delivery company were very helpful. Bed looks great, is well made and easy to use (end lift divan). Great storage too.
13 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi,
Thank you for your great feedback. We are delighted to hear that you were pleased with the communication before delivery and found the delivery team helpful.
It’s wonderful to know that you are happy with the look, quality, and practicality of your end lift divan bed, as well as the extra storage space it provides.
We truly appreciate your support and hope you enjoy your new bed for many years to come.
Kind regards,
Divan Base Direct Team
Highly recommend
I have no hesitation in recommending Divan Base Direct. Customer service team were friendly and knowledgeable. Through helpful discussion I was able to select suitable base, headboard and mattress. I wanted to delay delivery, this was no problem.
Delivery team proved courteous and efficient.
I was kept informed at every stage of the process, including follow up to ensure I was happy with everything.
22 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Dawn,
Thank you for taking the time to share your wonderful feedback and recommendation. We are delighted to hear that our customer service team was able to help you choose the right base, headboard, and mattress for your needs.
We’re also pleased that arranging a delayed delivery was straightforward and that our delivery team provided courteous and efficient service. Keeping our customers informed throughout the process is very important to us, so it’s great to know you felt supported every step of the way.
Thank you again for choosing Divan Base Direct.
Kind regards,
Divan Base Direct Team
I had a conversation with Adam this…
I had a conversation with Adam this morning. It was a delight to talk with him and he had the item I wanted. He was so helpful and a credit to your company. A big thank you. Judith
21 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Judith,
Thank you for your lovely feedback. We are delighted to hear that you had such a positive experience speaking with Adam. We will be sure to pass on your kind words to him, as he will be very pleased to know he was able to help you find the item you wanted.
Your comments mean a lot to us, and we truly appreciate your support.
Kind regards,
Divan Base Direct Team
Single Bed Quality Signature
I have purchased a quality Signature Ottoman Storage Single Bed with a stylish strutted Headboard Straw-Weave. It turns as good strong single bed receiving a high class excellent service by Divan Base Direct firm. Thank you for helping me to relax with a new single bed.
21 mai 2025
Avis spontané
Réponse de Divan Base Direct
Hi Giuseppe,
Thank you for your wonderful feedback. We are delighted to hear that you are pleased with your Signature Ottoman Bed and stylish Headboard. It’s great to know that you found the bed strong, high quality, and comfortable.
We truly appreciate your kind words about our service and are happy we could help you relax and enjoy your new bed.
Kind regards,
Divan Base Direct Team
I have found this company & the…
I have found this company & the delivery to be very good & reliable, I was so pleased with the quality of the 1st headboard, I have just ordered another one,
I found Jack to be extremely helpful! & I would definitely use DBD again
19 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hey Olwen, thank you for your kind feedback. We’re delighted to hear that you found both our service and delivery reliable, and even more pleased that you were so happy with your first headboard that you returned to order another one.
We’ll also be sure to pass your lovely comments on to Jack, who will be very pleased to hear that he was able to assist you so helpfully.
Thank you again for your continued support we truly appreciate it and look forward to serving you again in the future.
Kind regards,
Divan Base Direct Team
Really great service from Divan Base…
Really great service from Divan Base Direct. They have a good selection of beds and at good prices. They also provide "add-on" features (like bracing the bed to make it sturdier, etc). During the entire delivery process they kept us updated and changing the date was also quite easy (by speaking to an actual human customer service agent!). I've given 4 stars as the delivery team wasn't the best at navigating a narrow staircase but otherwise it was a great service!
14 août 2025
Réponse de Divan Base Direct
Hey, thank you for your lovely feedback and for taking the time to share your experience with us. We’re so pleased to hear that you were happy with the quality, pricing, and customisation options available for your bed.
It’s also great to know that our team kept you updated throughout the delivery process and that arranging a date change was straightforward for you. We strongly believe in providing accessible customer service, so we’re glad this made a positive difference to your experience.
We also appreciate your comments regarding the delivery on the staircase and will certainly take this feedback on board as we continue improving our service. Thank you again for choosing Divan Base Direct we truly appreciate your support.
Kind regards,
Divan Base Direct Team
Good quality, good communication
I don't usually write reviews, but I was particularly impress with Divan Base Directs quality and delivery. We were a bit dubious of buying a bed online but knew this company had a long history which put our minds at rest. The delivery team were careful and helped setup our new bed, and we paid for them to remove our old one too which was well worth it. The extra storage space now houses our bedding and towels which were previously piled precariously in our overflowing wardrobe.
18 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Graham, thank you so much for taking the time to leave such a thoughtful review. We’re delighted to hear that the quality of your bed and the delivery service exceeded your expectations.
We completely understand the hesitation that can come with purchasing a bed online, so it’s wonderful to know that our long-standing reputation helped give you confidence in choosing us. We’re also pleased that our delivery team made the experience smooth and helpful for you.
It’s great to hear that the additional storage space is already making a real difference in your home too. Thank you again for your support and for choosing Divan Base Direct we truly appreciate it.
Best wishes
Divan Base Direct
Divan base is well made and sturdy
Divan base is well made and sturdy. Scratches to the material on one of the drawers and the other drawer is hard to close. Delivery was later than expected and packaged in a very dirty packaging.
13 mai 2026
Réponse de Divan Base Direct
Hi Hannah,
We’re very sorry to hear that you’ve experienced an issue with your order. After checking our records, we are unable to find any previous contact regarding this matter.
Please feel free to reach out to our customer service team directly and we will be happy to investigate this further for you and assist in resolving the issue.
Best wishes,
Divan Base Direct Team
Réponse de Divan Base Direct
Hi Ms Stewart,
I’m sorry to hear that you have experienced an issue with your order. Having checked our records, I’m unable to see any previous communication regarding this matter.
If you could please get in touch with our customer service team, we would be more than happy to look into this for you and work towards resolving the issue as quickly as possible.
Kind regards,
Divan Base Direct Team
Terrible experience from start to eventual finish
I had a terrible experience from start to finish with Divan Base Direct, proving anything BUT direct, and based on that coupled with poor quality, I would NOT recommend. Firstly, paying for express delivery turned out to be a nonsense. My bed was ordered on Sunday 29 March, 2-5 working days was the goal for express delivery (at an extra cost to myself, I hasten to add), a Wednesday delivery day was confirmed on a follow up phone call from Divan Base Direct “customer service” yet it did not arrive until the Saturday, 3 days after their stated time. This is not where the dissatisfaction ended-merely started. When it did eventually arrive, the bed was incomplete and poorly made, with missing and half finished drawers in the divan base. Not good quality construction at all. The delivery team did NOT take the bed to the room of choice as stated in the agreement, rather dumped the bed in the living room and drove away without comment. I thought they were still getting things from the delivery van!“Customer service” was shocking. When they finally deemed to answer any of my questions, (aftercare and replies to customers seems is not a priority for this firm) they were dismissive, combative and rude. Replacement drawers became a saga in and of itself. Many emails and time passed. Finally they were sent out via Evri that according to this postal firms updates, were in transit one minute, then sent back without trying or ever reaching “out for delivery” status. Cut a long story short, as DBD’s ineptitudes were many, my order was not fully completed until the 2nd May- ONE MONTH AND TWO DAYS from initially placing my order, which was meant to be completed within 3-5 days, a privilege I paid extra for. Throughout no financial recompense for the stress or wasting my time was offered, despite pointing out my justified dissatisfaction, rather irate team members. I am left with a damaged bed and trauma from the on going rudeness I experienced over a month of an EXPRESS (!!!) delivery. Truly shocking.
2 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Sarah. Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations and apologise for the frustration caused throughout the process.
We appreciate that the delivery took longer than initially anticipated. Our orders are delivered within the stated timeframes however on rare occasions, there are some issues and unfortunately your order was affected.
We acknowledge that replacement parts were required and apologise for the inconvenience this caused. As soon as the issue was raised, replacement components were arranged; and extended the process further than intended.
We would also like to clarify that all of our beds are handmade to order and produced using certified UK manufacturing standards. While issues can occasionally arise with transit or components, they are not reflective of the overall standard of our products or service.
We are sorry that you felt dissatisfied with the communication received. It is never our intention for any customer to feel dismissed or unsupported, and we regret that this was your impression of the interaction.
Best wishes,
Divan Base Direct Team
Two x single headboards.
Two x single headboards.
Well made very good value and received promptly.
Items well packaged.
Kept informed re progress of order.
Would definitely use again
13 mai 2026
Réponse de Divan Base Direct
Hey Sandra, we’re so pleased to hear that you were happy with the quality and value of your headboards, as well as the service provided throughout your order.
It’s great to know the items arrived promptly, well packaged, and that our updates kept you informed along the way. We truly appreciate your support and look forward to serving you again in the future.
Best regards,
Divan Base Direct Team
I ordered my bed and it was delivered…
I ordered my bed and it was delivered promptly with no complications. They answered my questions with no hesitation and I was updated throughout the process. Lovely experience!
7 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hey Afsheen. Thank you so much for your kind words. We’re delighted to hear that your order and delivery process went smoothly and that our team was able to assist you throughout.
We always aim to provide clear communication and a hassle-free experience from start to finish, so it’s great to know we met your expectations. We truly appreciate your support and hope you enjoy your new bed for many years to come.
Kind regards
Divan Base Direct Team
I cannot rate this company
I cannot rate this company or their after service.
I bought 2 headboards and another for a client and in all cases the headboard backing had screws which did not lie flat with the board wooden legs so therefore dug deep into freshly plastered and painted walls leaving deep scratches on the wall which we then had to pay the painter to repair and paint the whole wall.
I contacted Divan direct and the was told that it was my fault and that their headboards were standard. The guy was sharp and totally unhelpful. How can it be my fault when the screws do not go deeper into the wood. Common sense will tell you that a metal screw will scratch anything it is put against.
I do expect a company to at least try and reach out to help and try meet half way but this guy was rude.
Also he said complains need to be made 48 hours after delivery but I only discovered when I pull the bed out for cleaning behind 2 weeks later.
I cannot recommend this company
14 mai 2026
Avis spontané
Réponse de Divan Base Direct
Hi Jane, thank you for taking the time to leave your feedback. We are genuinely sorry to hear that you were disappointed with your experience, and we also apologise if any part of our communication came across as rude or abrupt, as that is never our intention.
With regards to the screws behind the headboard, the fittings used are part of the standard construction method used across upholstered headboards. We apologise that in this instance the screws have dented your wall.
Whilst we do appreciate your frustration regarding the marks to the wall, especially after recent decorating work. headboards and beds placed against painted or plastered walls can sometimes cause contact marks, we are sorry if this fell below your expectations.
We always aim to help where we can and to treat customers fairly, and we are sorry that you felt unsupported in this instance.
Best Wishes
Divan Base Direct Team
Good quality bed and mattress and at…
Good quality bed and mattress and at great price highly recommended good communication throughout. Delivery guys very pleasant.
30 avril 2026
Avis spontané
Réponse de Divan Base Direct
Hi,
Thank you for your fantastic review! We’re delighted to hear you’re happy with the quality of your bed and mattress, as well as the value for money. We also appreciate your kind words about our communication and delivery team. Thank you for the recommendation!
Kind Regards,
Divan Base Direct Team.
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