Britishbedco 

Brilliant service and fast shipping

I have to give the biggest shout out to Adam at customer service , he went above and beyond to help me find the right colour and kept in contact daily to let me know what was happening ,
He’s gone above and beyond for us and he really is a credit to the company.

Excellent beds.
I ordered 3 of 3 different designs.
Customer service was great and delivered on time.
Also very easy ensemble.

5th reply

Disappointing customer service and poor handling of a faulty bed complaint

I purchased a bed from British Bed Co in September 2025 for over £400, and I have been very disappointed with how my complaint about the faults has been handled.

I have provided photographs and videos and explained the issues, but I feel I have been going round in circles. I was initially offered an exchange or a refund, only for the options to change later to a £50 refund or for washers and nuts to be sent out.

I have also been repeatedly asked to provide photographs of the back of the headboard. Getting these photographs would require me to move the bed to access the back, which is not a simple task. I feel the company should properly review the evidence I have already provided and explain why it is not sufficient before repeatedly asking me to do more.

What has made this experience even more frustrating is that I had already stated the purchase date in my original email, yet the employee dealing with my complaint appeared to be unaware of when I bought the bed. This has left me feeling that my correspondence has not been properly read or my complaint handled carefully.

I understand that a company may need evidence to investigate a fault, but I expect clear communication, consistency and a reasonable approach to resolving the problem.

I am now asking for a manager to take over my complaint and provide a fair resolution. Unfortunately, based on my experience so far, I cannot recommend British Bed Co for their customer service. Yet being refused

Seeing all these bad reviews says it all to me

Response to the response

Thank you for your response. However, I feel your reply presents an incomplete picture of what has actually happened.

I have not refused to cooperate with your investigation. I provided the photographs and video that were requested, including a video showing the front of the headboard and the issue I have been trying to explain.

My concern is that, despite supplying this evidence, I continue to be asked for more photographs without a clear explanation of what cannot be established from the material already provided. I understand that you may want to inspect the back of the headboard, but I do not believe it is unreasonable to ask why this is necessary and what specific information you are unable to see from the video and photographs already supplied.

Obtaining these additional images would require me to move the bed and frame to access the back. This is not a simple task, and I do not feel that my existing evidence has been properly addressed before further demands are made.

You also state that management is involved in this complaint, yet no manager has contacted me directly. All communication continues through the same employee. If management is actively reviewing my case, I would like to know why a manager has not contacted me by email to discuss the complaint and the evidence already provided.

I also disagree with the suggestion that I am criticising your efforts while refusing to cooperate. I have engaged with your requests and supplied evidence. I am asking for clear explanations, consistent communication and a practical way forward.

I remain willing to resolve this matter fairly, but I expect the evidence already supplied to be reviewed properly and a manager to contact me directly by email.

I hope British Bed Co will now address these concerns rather than simply repeat the request for further photographs.

I also might want to add you said you’ll give me a refund on collection of my beds then that tractor said you’re not gonna do that no more because I’ve had it a year and you wasn’t aware of that which is a lie by the way. The option should’ve given are put my bed apart to have a look and take more photos. Follow what I’ve sent you of the front of it if you can’t see for studying the front of the photo that’s not my problem so you’re going to be difficult and I’ve asked to speak to the manager and you still don’t let me speak to the manager.

Reply
You say this has been passed to management, yet no manager has contacted me directly. Your latest email still repeats the same position without addressing my concerns about the changing resolution offers. You have also acknowledged that an alternative inspection arrangement could be considered, so I would like to know what practical solution you are actually offering. I am simply asking for my complaint to be reviewed fairly and for a reasonable way to resolve this faulty bed issue.

I previously left a review following some issues with my bed, but I wanted to update this following the way British Bed Co handled the situation.

Once my concerns were raised, they arranged collection of the bed completely free of charge. The bed was collected yesterday and the refund was released for payment very quickly afterwards.

I really appreciate how straightforward they made the return process and how promptly everything was dealt with. Although the bed ultimately wasn’t right for me, the customer service and resolution were excellent, and I think it’s only fair to recognise that.

A very positive experience in terms of how the issue was handled from start to finish.

Ordered a bed, forgot to change the headboard height, called up after order, they changed it instantly and let me pay the extra as cash on delivery. Delivered in 8 days & even left it outside for me while i went on the school run, extra money paid via bank transfer! Top service, dont listen to all the negative reviews, there obviously fake reviews from competitors

Shocking communication.
I'd seen a bed that I would have like to have ordered so requested some fabric samples, which were supposed to take 3-5 working days. Here we are 10 days on and nothing. I contacted them to ask where they are, and as I no longer needed them, to cancel. I then get a 7-word response telling me they are on their way.
I also requested information about the said bed, so emailed them for the information - again, nothing, apart from a bombardment of marketing emails.
The lack of communication has put me off ordering from them.
I pity anyone trying to get in touch with them to get issues resolved. Save yourself time and money and go elsewhere.

Unfortunately I think I've been scammed. No contact no bed. Waited in all days yesterday for the bed to arrive and nothing. It's been 2 weeks now. None of the contact numbers work.
I'm gutted.

This company service and communication is beyond words. They delivered not only late but delivered a cream bed that looked second hand and marked with blue marks. I communicated my unhappiness and they said they will send another bed but they have stopped communicating. I ordered another bed from a reputable company and now left to fight for my refund! I will report them to Paypal. I do not recommend this company and be wary of using them.

AWFUL, sent wrong colour headboard told me it’d be sorted following Tuesday due to bank holiday still nothing. No answered calls, no answered emails, forever just chasing ghosts, delivery guy was useless and very unprofessional, disappointment of a company

The company has taken money from my family and we had to get the police involved and requested the bank to get the full refund. Do not be a victim of this SCAM. All their positive review are fake.
YOU HAVE BEEN WARNED.

Please be careful when dealing with this company. I had a negative experience and wouldn't recommend using their services.

I ordered a bed from British Bed Co, but my experience was very disappointing. They took my payment but did not deliver within the 5–7 day timeframe advertised. The bed only arrived after I contacted my bank about recovering my money, and when it did arrive, it was damaged and left outside.
I also found it very difficult to contact the company, as they did not answer their phone.

I have reported my experience to Trading Standards. Based on what happened, I would advise others to be cautious and not rely solely on online reviews. The company also trades as AL SULTAN FURNISHING LTD (Company No. 12232444).

I have recently ordered a bed from British Bed Co and they have taken my money and did not send the item on time (within 5-7 days ) as suggested on the website. The item was delivered very late after reporting to the bank for refund / money recovery. The item received was damage and left outside. When you call them on their direct number they do not answer. You can try you’re self to call them on 01924 806051.

This has been reported to the retail standard agency .NOT USE THEM AS YOU WILL BE THE NEXT VICTUM. They have FAKE REVIEWS on TikTok and Trust Pilot. They have an alternative trading name of AL SULTAN FURNISHING LTD Registered company number: 12232444. This is also under police investigation.

Please do not trust them on the feedback given below.

Excellent!

These beds are cheap and cheerful and in that regard you can't expect miracles. However, I would not recommend them at all. I spent a long time online looking and as this was for a spare room I didn't want to spend a lot but wish I hadn't gone with cheapest. No order confirmation (In fact absolutely no paper trail other than my credit card debit) item arrived with missing feet, mis aligned pistons and no instructions at all. Free delivery was stated online by 2 man team. One man delivered to my hall. I'm a relatively fit woman living alone but being left to drag a heavy double divan and headboard upstairs to the room was totally unacceptable and nearly killed me. I would have been happy to pay more for this as being left in this situation with a bed in my hall, no instructions and missing parts is unacceptable whatever the price.

Ordered the Duxiana Luxury Bed, looks absolutely nothing like the photo. It’s a completely different headboard.
The headboard also comes in half leaving a giant divide in the middle which looks horrendous.
Looks cheap, horrible and nasty.
When I tried to talk to customer services he literally did not care one single bit.
Awful company awful service
AVOID

Absolutely disgraceful company.
The bed arrived with someone else’s delivery label, looked old and used, and the quality was nothing like the photos online. After weeks of delays, I finally opened it properly only to find essential parts missing from a sealed package.
Cheap, unsafe, terrible quality and awful customer service from start to finish. Complete waste of money and time.
Avoid this company at all costs.

I really can’t fault this company at all. Ordered my bed on Friday and it was delivered today (Wednesday) fantastic value for money and I wouldn’t hesitate to buy from here again. Could have been doing with instructions but YouTube helped with that 😃

We recently ordered a bed from this company and, although the first one we received wasn’t quite right for us, the way they handled everything afterwards was absolutely outstanding. Their customer service team were helpful, professional, understanding, and kept us updated throughout the entire replacement process.

The replacement bed has now arrived and we honestly couldn’t be happier — it’s absolutely gorgeous, beautifully made, and exactly what we were hoping for. It’s rare to find a company that genuinely cares about its customers after the sale, but this company really went above and beyond.

I’m genuinely shocked to see they have so many bad reviews because our experience could not have been more different. Any issues we had were dealt with quickly, fairly, and professionally, and the level of customer care we received was exceptional.

Fantastic service from start to finish, and we would definitely recommend them to anyone looking for quality furniture and excellent customer care.

Poor quality doesn't quite live up to the pictures!

I ordered a bed, but the colour didn’t match the description, so I contacted customer service for a refund. The process was very straightforward Adam from the customer service team handled everything quickly and efficiently.

When I decided to purchase another bed from them, they arranged the collection of the incorrect one and delivered the new bed in less than three days. Overall, excellent customer service.