Divan Base Direct Reviews 

Good product at a competitive price delivered much faster than a previous bed I bought from another company.

Good communication, phone call to confirm my order and double checked everything was as it should be the day after placing my order. Received my order 7 days later and was extremely pleased with the quality and finish, would definitely use this company again.

Very happy with my purchase this is the third bed I’ve had from divan base direct and will continue to use

Very happy with delivery staff are very polite and no trouble getting up my stair case

Thank you

I bought my small double divan bed around a month ago, and it has been great. Good quality, delivered quickly and with personal service that is often missing from online retailers. I needed quick delivery as I was moving home, and Divan Base Direct did everything they could to make sure my bed arrived on time.

Mattress superb. Drawers very sturdy.

The communication pre-sale was excellent. The packaging was suitable for this heavy item, it arrived on time...but importantly this product (ottoman) was of a superior quality. I'm extremely confident in recommending this company.

Disgraceful service: Dangerous mechanism, medical emergency, and copy-paste excuses.
Review:
Avoid at all costs! I paid £45 for full assembly of an ottoman bed, but the service was a complete disaster. The delivery team (arriving in a branded van and uniforms) left the heavy 40kg hydraulic mechanism dangerously locked in the air and non-functional. They physically moved my 40kg mattress to another room and simply walked away, leaving my bedroom unusable.
My teenage daughter is autistic. This catastrophic disruption to her environment and safe sleeping space caused a severe autistic meltdown during the night, forcing us to call Emergency Support Services.
When complained, Sam from the "Divan Base Direct Team" sent a deeply cynical response: "The mattress was not part of the assembly service... we would not be able to arrange for the delivery team to return... we would not be able to reimburse or compensate you for the hotel."
They took my money for "assembly" but left an unsafe, non-functioning hazard in my house, refusing any responsibility. Disgusting corporate behavior. A dispute has been raised through PayPal.

Reasonable prices, efficient order process. On time delivery good quality products. I have ordered twice from this supplier.

I purchased an ottoman for my daughter it was delivered promptly and was really well made and sturdy, great storage and a very reasonable price

Kept in contact throughout the purchase.
When I wanted to amend delivery dates, it wasn’t a problem.
Delivery drivers arrived earlier than expected. It was a 7am delivery, they were very respectful of the early arrival.
Extremely polite, quiet and very efficient.

Carolina went above and beyond to help me and answered every question with great expertise.
I will definitely be recommending to all my friends!

wonderful customer service

Friendly service. Good quality mattress :)

Five years ago I purchased two single beds, one double and a king sized bed from divanbasedirect.co.uk and they have all been brilliant during this time. They are very comfortable and provide loads of storage space underneath and are easy to open thanks to the hydraulic gas struts. However, a few weeks ago one of these gas struts failed on one of the single beds and it was harder to lift and would not stay up and so I emailed divanbasedirect.co.uk for help. I was surprised to be answered by real people, Kay and Sam, and not Ai bots. They were both very helpful in resolving my issue, first by finding my original order in their system from 2021, then by clarifying which part I needed, and confirming this by requesting a video and photo of the problem. Unfortunately my beds are now outside of the warranty period but amazingly this company offered to send me out a replacement gas strut free of charge! It arrived a few days later and I fitted the part in 10 minutes and the bed was like new again. Fantastic service, definitely a company that cares about its customers and I would highly recommend them. Thank you!

I purchased a bed from Divan Base Direct, and unfortunately the initial delivery experience was extremely disappointing.

My delivery was scheduled for 6 July 2026 between 12:00 and 15:00, and I was at home throughout the entire delivery window. My building also has a concierge service, so there was no reason for the delivery not to be completed.

The delivery was then marked as “Recipient Not Home – Unable to Deliver.” The driver attempted to call me once, and head office also called once within a few minutes. However, I don’t always have my phone in my hand. I was at home expecting the driver to ring my doorbell or speak to the concierge, which is what I would expect from a normal delivery.

What made the situation even more frustrating was that I spent over two hours with the building manager reviewing footage from more than 20 CCTV cameras covering the relevant period. The Furdeco vehicle appeared to be at the far end of the building rather than at the entrance, and there was no evidence of the delivery crew coming into the building, approaching the concierge or coming to my door.

Furdeco subsequently provided photographs, but these appeared to have been taken from inside the vehicle and did not demonstrate that the driver actually came to the building entrance or attempted to deliver the bed.

However, I have to give credit to Divan Base Direct for how they handled my complaint. They communicated with me, contacted Furdeco, investigated the situation and took my concerns seriously.

They also called me personally and refunded my delivery charge, which I really appreciate.

Although the initial delivery experience was extremely frustrating and wasted a significant amount of my time, I am pleased with the way Divan Base Direct responded once I raised the complaint.

That said, I do think Divan Base Direct should seriously reconsider using Furdeco as their delivery company. The delivery partner represents the retailer, and a poor delivery experience can have a significant impact on the customer’s overall experience.

I have therefore changed my rating from 2 stars to 5 stars because, while the delivery itself was very disappointing, Divan Base Direct’s customer service and the way they dealt with my complaint ultimately impressed me.

Thank you to the Divan Base Direct team for listening to my concerns and putting things

Where do I start?? Dan really helped me with choosing my mattress and my bed. I haven’t had a good night sleep in years but Dan went in and recommended a really good one. Thanks to him I now love my bed!!! Make sure you ask for him when you visit.

Thank you Dan!!!!

Called in.to the shop and was greeted by Adam in sales who was nothing short of excellent.

Nothing was too much trouble and he provided several more fabric samples that I thought he would for me to take away. He then went away and printed the material name labels and stuck them on the samples. This being done while I enjoyed a complimentary cup of coffee.
Adam then went though all of the divan options and gave me links to 3 options for a mattress to suit.

Well done give that man a rise in pay!

Fantastic company to deal with. Original purchase in 2020 included a Divan lift up storage base and thick mattress. We couldn’t decide on the fabric for the Divan but were really accommodating in sending multiple samples on request. The mattress is of really good quality too and still going strong to this day. Had an issue in the last few weeks with the gas struts/pistons failing on one side and not holding the bed up properly. Once contacted, they were more than helpful. Despite being outside its warranty, they have sent out replacement parts completely free of charge. A really refreshing experience from both a purchasing and after sales perspective. Would highly recommend!

Disappointing express delivery experience

We ordered a bed on 10 August and paid an additional £80 for express delivery, advertised as 2–5 working days.

Unfortunately, the delivery experience was very disappointing. We were told on two separate occasions that the bed would definitely be delivered on Monday 17th, so we arranged our work and personal commitments around this. When Monday came, the delivery didn’t happen and we were then given various possible dates, with very little communication from the company.

We were also disappointed that the website states the 2–5 working day timeframe is an estimate and not guaranteed, as this wasn’t clear to us when ordering and isn’t stated on our order confirmation. To their credit, after raising this, Divan Base Direct agreed to refund the full £80 express delivery charge, which we appreciate.

The delivery itself was handled by an outsourced company. Although the bed did eventually arrive within the allocated time slot, we were unhappy with the delivery team’s attitude and the way the bed was handled. Our banister was scuffed and our landing light was knocked, leaving it loose and slightly damaged. We also felt uncomfortable with the manner of the delivery team.

We appreciate that Divan Base Direct and the delivery company are separate, but ultimately this was a disappointing overall experience. We hope the bed itself is good quality, but we would have expected much better communication and care, particularly having paid extra for express delivery.

Great service