Complaints
Customer Complaints Procedure
At Bed Factory Direct, we are committed to providing our customers with high-quality products and excellent customer service. However, we understand that occasionally things can go wrong.
If you are unhappy with a product, delivery, service you have received, or any other aspect of your experience with Bed Factory Direct, we want to hear from you. We take all complaints seriously and will always aim to resolve matters fairly, professionally and as quickly as reasonably possible.
How to Make a Complaint
If you wish to make a complaint, please contact our Customer Service Team using one of the following methods:
Email: customerservice@
Telephone: 0151 548 1554
Post:
Customer Services
Bed Factory Direct
Marl Road
Knowsley Industrial Estate
L33 7UH
You can also contact us through the Live Chat facility available on our website.
When submitting your complaint, please provide as much information as possible to help us investigate the matter efficiently. Where applicable, please include:
- Your full name and contact details
- Your order number
- The product or products concerned
- A clear description of your complaint
- Details of when the issue occurred or was first noticed
- Any relevant photographs or videos
- Details of any previous communication you have had with us regarding the matter
- What you would consider to be an appropriate resolution
What Happens After I Make a Complaint?
Once we receive your complaint, a member of our Customer Service Team will review the information provided.
We aim to acknowledge complaints promptly and, wherever possible, provide an initial response within 3–5 working days.
Some complaints may require further investigation before we can provide a full response. This may include reviewing order records, delivery information, photographs, correspondence, manufacturing records or information provided by one of our suppliers or delivery partners.
If we require further information from you, we will contact you.
Where a complaint requires a more detailed investigation, we will keep you informed and aim to provide a full response as soon as reasonably possible.
Product Faults and Warranty Complaints
If your complaint relates to an alleged fault with a mattress, bed, headboard, furniture item or other product, we may ask you to provide photographs, videos or other information to allow us to assess the issue.
Depending on the nature of the reported fault, it may also be necessary for the product to be inspected. This could be carried out by Bed Factory Direct, the manufacturer, supplier or an independent furniture inspection company.
Following our investigation or inspection, we will advise you of our findings and, where a manufacturing fault is established, the appropriate remedy available to you.
Any remedy offered will take account of your statutory rights, the age and condition of the product, the nature of the fault and any applicable manufacturer's warranty or guarantee.
Nothing within this complaints procedure affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer legislation.
Delivery Complaints
If your complaint relates to a delivery, please contact us as soon as possible.
Where an item arrives visibly damaged, we recommend that you note the damage with the delivery team where possible and take photographs of the item and packaging.
We may need to contact our delivery partner or review delivery records before responding to your complaint. We will manage this process on your behalf where appropriate.
Escalating Your Complaint
If you are dissatisfied with the response provided by our Customer Service Team, you may ask for your complaint to be escalated for further review.
Please reply to our response explaining why you remain dissatisfied and provide any additional information you believe should be considered.
Your complaint will then be reviewed by a senior member of the Bed Factory Direct team who, where appropriate, was not responsible for the original decision.
Following this review, we will provide you with our final position and explain the reasons for our decision.
Our Commitment to You
When dealing with a complaint, we will aim to:
- Treat you fairly and respectfully
- Investigate your concerns objectively
- Communicate clearly and professionally
- Consider all relevant information provided
- Provide an explanation for our decision
- Offer an appropriate remedy where something has gone wrong
- Use customer feedback to identify opportunities to improve our products and services
We ask that customers provide accurate information and communicate with our team respectfully so that we can work together towards resolving the matter.
Your Consumer Rights
This complaints procedure does not replace or restrict any rights you may have under UK consumer law.
If you require independent advice regarding your consumer rights, you may wish to contact Citizens Advice Consumer Service or your local Trading Standards service.
Contact Us
If you have a complaint or believe something has gone wrong with your order, please contact us and give our team the opportunity to investigate and resolve the matter.
Bed Factory Direct
Louis Parker Interiors Limited T/A Bed Factory Direct
Email: customerservice@
Telephone: 0151 548 1554
Post: Bed Factory Direct, Marl Road, Knowsley Industrial Estate, L33 7UH
We value all customer feedback and will always aim to resolve genuine complaints in a fair, reasonable and timely manner.
