Divan Base Direct Reviews 

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

Great customer service! Was extremely helpful and made the whole experience lovely.. will defo be using again

Excellent service. Very happy with my bed that I ordered. Will highly recommend.

I bought a double bed ‘heavy duty’, divan bed, in Feb’26, at £370. I was impressed with the reviews on here!! That, was a big mistake!!! The bed collapsed on Fri, while my son sat on it. When you see the wood inside, it’s cheap stuff…no wonder it collapsed. It was not fit for purpose!! I’ve contacted them this am (mon 17 Aug) they said they will ‘try’and get back today!!! Ridiculous

I have bought my 2nd Divan bed with headboard from DBD within the span of 4 years, very good product. We had a slight issue with the recent order, the customer service was great I would specially mention the name of 'Kay' who provided very good service and kept me posted throughout. Highly recommend them.

This is my third purchase from Divan Base Direct, and once again they have exceeded all my expectations. From start to finish, the experience has been an absolute pleasure.
I was incredibly impressed by the wide range of products available, along with the huge selection of colours and fabrics to choose from. It made finding the perfect ottoman divan bed, headboard and mattress so easy. I also particularly appreciated the option to order free fabric samples before placing my order, which was a fantastic way to be sure I was making the right choice.
The value for money is exceptional, offering high-quality products at very competitive prices. The customer service team is second to none: friendly, professional and always willing to help. A special mention must go to Adam, who couldn't have done more to assist throughout the process and made the whole experience seamless.
My order arrived quickly, and I am absolutely delighted with the quality and finish of every item. The craftsmanship is superb, and everything looks even better than I had hoped.
Having now purchased from Divan Base Direct three times, I can confidently say that I would not hesitate to recommend them to anyone. Exceptional products, fantastic customer service and excellent value for money. Thank you to the whole team for another outstanding experience!

I ordered a mattress online One Sunday, the next day I was contacted by a member of your team ( who I won’t name publicly)to tell me that there was an unexpected delay on the mattress of an extra 2 weeks . I asked for a refund and said I would look elsewhere as i needed it quick. I was told that she would pass it to accounts to process refund. I ordered a mattress elsewhere which arrived the same week. I chased up my refund only to be told that I had called and asked them to proceed with the order!!!! ( completely untrue) and that they had express ordered at their expense. If you read the cancellation policy it states that you loose half of your money if you cancel an express order , I was getting nowhere on the phone or emails with this company and lost patience with wasting my time, so accepted the fact I was going to end up with a mattress I no longer needed as I already had one. The delivery guys from furdeco were the only positive thing about the experience.

One of the best bed makers in uk i love with there quality

Happy with 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.

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.

Delivery was incredibly quick. Around 3 days from placing the order.
Quality of the bed and headboard is great.
Customer service was excellent.