Divan Base Direct Reviews 

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

I had some issues with my purchase in the beginning, however, it was well handled by Sam from customer support who helped me to resolve it. The bed is lovely and headboard is just stunning .
Thank you for being so patient and professional .

I've had a horrible experience attempting to purchase a mattress from DBD. I first placed my order in mid June, only to be informed that I would have to pay an additional £90 for delivery. Then for a full month I heard nothing from them unless I directly called their office and demanded an update. Finally today I called and asked for an update only to be told that between Friday and Tuesday the company that handles their shipping had LOST the mattress.

Despite directly telling me that it takes two weeks for a mattress to be produced and another week for it to be delivered at a minimum, they tried to tell me that they could have one sent to me by next week... I've heard better attempts at excuses and negotiations from students who left their assignments at home!

After losing all faith, I had to repeatedly tell the representative on the phone that I wanted a refund but he would not process it there and then, instead I have to sent an email to them for it to be considered.

Thankfully I've paid through PayPal so I can issue a chargeback if I don't hear by the end of today.

Would highly recommend against using DBD due to the lack of communication, long delays in shipping and overall reliability. I'm still at a loss for how a mattress company loses track of a mattress and forgets to tell the customer

I called for advice and Jack was extremely helpful and knowledgable - he inspired confidence in the product so I bought a new base and mattress.

Good product at a good price
Good communication regarding delivery.
Good delivery experience.
All good!!!
Will be using again soon

I ordered a bed from divan base direct few year ago and I was so happy with it that I came back as I needed one for my son. The customer service was great from start to finish. Adam and Kay were very helpful, while there was a slight delay in getting the order. I was kept informed throughout the process. When the bed finally arrived I was really pleased with it and so was my son, The same quality as the last time. Also the delivery team were also helpful and were able to accommodate the delivery date around my schedule

Fantastic experience from start to finish. Easy to purchase and the quality of the bed has lasted, bought one in 2018 and it’s still going! Through my own fault I broke one of the feet and the team were super responsive in helping me get a replacement when they really didn’t have to after so long. Would definitely buy again!

The headboard is of high quality at a great price and the service was very good. Highly recommend

I bought the Penelope 3000 Sophia briar rose mattress online . It wasn’t cheap. It was delivered on 16 June nicely by two gentlemen but when we came to put the mattress on the bed this week we noticed through the packaging that although it was marked Penelope on the mattress label there is no branded Sophia briar rose embroidery anywhere on the mattress and indeed it is only mentioned on a paper label on the outside! The mattress looks nothing like the advert photo it is TOTALLY different!!. Different material, different colour and it’s got the wording bamboo all over it and it looks like a thinner main mattress with an additional topper. I was told it was really firm but it sags when you sit or lie on it. I tried contacting the manufacturer Sleep Revolution only to be told by a ex employee they had gone bust about 2 years ago and indeed the last reviews date to that time . I was also told the seller DBD had gone bust too. On phoning I was fobbed off that the differences in the mattress were due to the manufacturer running out of the cloth and they say in the small print it can have differences !!! So different it could be a totally different mattress !!! and I think it is. I have invoked The Consumer Contracts Regulations 2013 14 day cooling off period . I suggest others do the same if they are not happy.

The Company now say I can’t use the cooling off period as the mattress was custom made. No it wasn’t, I viewed it online and ordered it as seen. Nothing was added just for me. Evidently they don’t hold a supply of mattresses but make them as required. That is not custom made .

I have contacted Citizens Advice and following telephone conversations they agreed the mattress is not bespoke in any shape or form and I was entitled to return the mattress in the cooling off period and have my money refunded . They are therefore passing the details to Trading Standards for them to look into . Do not be fobbed off by this company!!!

Ordered on the 9/6/26 had a voicemail the next morning double checking my order, received a text and email updating me on my order scheduled for Monday the 22nd. I received my time slot and tracking link the Saturday before delivery. The delivery guys were lovely and the bed frame looks great

Speedy, great quality. My only observation is the material covering the screw holes for joining the divan isn’t pre marked and it’s difficult to push the screws through. That was annoying otherwise all very good.

I ordered a reinforced Divan Base. Customers should be well aware that simply selecting a fabric colour or drawer configuration on their website may result in the item being unexpectedly classified as made-to-order. In my view, the website did not make this limitation sufficiently clear before purchase. It can significantly limit your return rights if you simply change your mind. Fortunately, my bed arrived damaged, giving me the legal right to reject it.

The item arrived with a 30cm tear and dent on the top surface. Upon inspection, I was highly concerned by the construction quality. Instead of what I would consider a sturdy platform, the frame consists of untreated pine boards with large gaps, topped with 3mm hardboard, and the bottom covered in basic sackcloth. The structure appears to be held together mainly by staples. I have retained detailed photographic evidence of the damage and the materials used.

When I questioned how the bed could be described as reinforced, the customer service representative referred to the company's 40 years of manufacturing experience as justification for the design. I found this response to be quite dismissive, as it felt like a way to avoid addressing my legitimate concerns about the actual materials used.

The refund process took an unreasonable amount of time. The courier collected the faulty item on the 31st of March, but I only received my refund on the 29th of May. That is 59 days of waiting and following up with emails to resolve the issue.

Based on my overall experience, I strongly recommend avoiding this company. If you do consider purchasing from them, please be incredibly careful about their made-to-order policy, which might unexpectedly strip away your standard return rights.

Excellent service from Karolina. She was helpful, knowledgeable, and responsive throughout the purchase of my divan base. The process was smooth from start to finish, and I am very happy with both the product and the customer service. Highly recommended.

Amazing experience thank you so much

Great customer service, quick and easy to get, many thanks to Karolina, very helpful to answer questions regarding the beds

Really good quality and very friendly staff

Really happy with my bed and headboard definitely coming again

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.

Great beds
Great quality for the price
Bought 3 bases from them now