At DFI all our customers come first. This is why we offer a 5 year warranty on our mattresses. We excel in our Customer Service and want to offer you this peace of mind.
1. We aim for our customer service and customer care to be the absolute best and you will always have direct contact with us if you need something sorted out.
We always treat our customers as we ourselves would like to be treated by any retailer. If something goes wrong then it is only right and proper that amends are made quickly and without hassle. We love helping our customers and giving them the best we can offer. We do not have to lie or cheat to make a sale.
Our reputation for being an honest, reputable and trustworthy retailer is worth more to us than a few quid or the cost of a returned mattress.
What happens to returned mattresses?
We really do not have that many returns but if there ever is a manufacturing issue we will do our utmost to get the issue resolved.
We work harder to provide faultless customer service as well as to produce the best mattresses your money can buy. Our referral record is excellent and we hope you will be recommending us to your family and friends. Our prices may be low but this only reflects the low mark up on the beds, definitely not the quality. We also have time to speak to our customers direct and urge you to phone us on 015134760 if you have any questions about any of the products on this site or you can contact our online sales team on Facebook messenger.
Our product guarantee
We have all our mattresses built to our precise specifications and therefore we can personally guarantee each model for a period of time.
What does this mean?
If your mattress fails within the specified guarantee period then we will either repair or replace the faulty component. We will not list all eventualities here but we do work on common sense and fair practice. We have been in this business long enough to know what is and what is not acceptable and also long enough to recognise the failures of other companies who offer guarantees and warranties that are not worth the paper they are written on.
The crafstmen that produce our mattresses do so in the knowledge that any product complaint will be inspected thoroughly.
What if you believe something is wrong?
If we guarantee a mattress for five years for example, then that mattress should still be usable showing normal signs of five years wear and tear. However, the springs should not be poking you in your back and there should be no complete collapse of components. If you have cause for complaint then all you have to do is to phone us. We understand that the mattress will be out of the original packaging (we will send you new packaging) although, in obvious fairness, it must not be damaged, marked or soiled. We do insist upon the use of a mattress protector during this period.
What is not covered?
Wear and tear of fabric is not covered. However, we will use our discretion to see if any valid complaint is justified.
Willful damage and neglect
Your mattress should be looked after and cared for. A mattress protector should be used at the very least. We will not entertain any claim if the mattress shows obvious signs of neglect.
The bottom line
We take comment and complaint very seriously and in doing so we are able to constantly upgrade products and our service to ensure we maintain our zero Complaint policy. Our reputation for trust and reliability has been time served, hard-earned and has become one of our most valued assets.