Bensons for Beds - Please help me

PigeonWood · 30 November 2009 at 3:43PM

Just over three weeks ago my husband and I ordered a super kingsize divan bed from Bensons for Beds. We fell in love with it but were nervous about the price (it was the most expensive bed in the store) but the salesman offered us a discount, free pillows, free quilt and 24 months interest free credit. We thought about it, shopped alternative stores and ordered it feeling happy it was the right bed for us.

We applied for the finance agreement, read the terms and conditions and were asked if we were happy with the access for the bed. My husband asked how it came and on hearing it was delivered as two single beds we were happy it would work. We live in a 2 bedroom new build house with a normal staircase.

On Saturday we woke up and prepared for the bed's arrival, taking down coat hooks, key boxes and removing everything from the room, including taking our old bed to the tip. At 2pm our bed arrived as two (slightly larger according to the delivery driver) than single bed pieces. Due to a half inch lip on the top of our wooden bannister the base would not go up the stairs at the turning point and as such the delivery men were unable to deliver the bed and drove off with our order, leaving us gob smacked and bed-less.

We called the store and were told that we had to speak to customer services on Monday. Today my husband spent his whole lunch hour trying to reach them, eventually getting through after 45 minutes on hold to be told that he needs to speak to the area manager and to call the store to ask them to call him.

As his lunch hour was over I took over and eventually got the manager of the store to call me back. He said he would speak to the AM and get back to me.

The response was:
* They will try to deliver the same bed again and try to make it fit (can we not remove our banister?!!)
* No refund/cancellation would be given at all.
* They will change the bed for a different one of the same value or higher (we ordered the most expensive bed in store).
* If we choose one of a lesser value they will not reduce the price down to reflect this, but we can choose something else from the store to make up the difference.

Their argument is that it was our responsibility to make sure the bed would fit up the stairs. We advised we were not told this, but either way there are no dimensions available to check. I said that the only thing the salesman told us at the point of sale was ''are you happy it can be delivered OK as it's your responsibility.'' My husband asked how it came delivered and we were told it came as two single beds. We had no reason to believe this would be a problem so went ahead with the sale.

The delivery driver told us there had been another situation like ours that day and that actually the bed is a bit bigger than a single bed.

Now, we don't mind choosing a different bed (after all we're currently on the flor) BUT Bensons only have TWO other superking beds available, neither of which we like. We don't want to go down to a kingsize but even if we did, they cannot provide measurements to us to check it will fit and we don't want anything else they sell (beds, mattresses and furniture) to make up the difference in price (£200).

Essentially we feel that through no fault of our own we are now being made to pay £1700 for a bed we either don't want or can't put in our bedroom. Is this fair/right?

Amistoso_2 · 30 November 2009 at 4:02PM

They are right in saying it's your responsibility to make sure the bed will fit into your house and would normally have the dimensions on the sign that goes on the bed in the showroom, if not then the salesman should have been able to advise you of them. (it will probably be your word against theirs that you wern't informed of them) They have offered you an alternative, all beit you don't find it suitable, I'm not really sure what else you can expect them to do for you, sorry xx

ariarnia · 30 November 2009 at 4:24PM

Would it fit if you removed any packaging?

If it is just the lip of the banister, can't you remove the rail and reattach? (generally they're sold as separate items and if you're careful then this might solve the problem.

Did you try flipping the bed (I assume the mattress wasn't a problem or you didn't buy one, so it's the base) the base of a bed and the sleeping on side are different shapes and materials, trying it with the other side to the banister might let it give enough to squeeze it past the rail.

On the website there are 2 superking bedframes, a wood one and a leather one. Leather isn't a problem really as the panels should have some give, and the base of the bed should be recessed or fabric covered if you remove the packing. The wood one, *shrug* depends on the bed.

PigeonWood · 30 November 2009 at 4:28PM

Is it not a consumer rights issue if there are no measurements available? Their website has nothing on it all to tell me what the sizes are and there is nothing on the board in store. All it says is ''kingsize''.

Amistoso_2 · 30 November 2009 at 4:32PM

they do have the dimensions on the website though...

http://www.bensonsforbeds.co.uk/Bed-Frames/LeatherUphosteredBeds/SuperKing/Americana_Classic_Super_King_Leather_Frame;49857.aspx

OlliesDad · 30 November 2009 at 4:34PM

I think they are being very fair to be honest. When they said "are you sure it can be delivered OK?" what was your interpretation of that?

Unless the salesman has physically been to your house, i am ata loss to how you expect him to know whether it is going to fit or not.

Is it possible to get somebody to remove your bannister and then replace it after the bed has been delivered?

PigeonWood · 30 November 2009 at 4:48PM

That's not our bed. Our bed is the Sealy Superking divan in grey suede and there are no dimensions available.

My interpretation of ''are you sure it can be delivered OK?'' is are we sure two single divan bases can get up our stairs. We live in a new build, 2 bedroom house and saw no reason why not. Without measurements though how could we ever know for sure?

They've now offered us the same bed in a king size (only just bigger than our old bed) but we'll never know if that will fit as again, they can't provide us with the dimensions. Apparently to get them I'll have to ring around the stores to see who has one in store and go and measure it with a tape measure. This is what the store manager has just told me.

loopyanna · 30 November 2009 at 4:57PM

I can see your POV pigeon but i have to kinda agree with the other posters on here. The bed is fit for purpose and isn't defective... I think it comes down to you checking it fits before ordering. I don't think they are obliged to refund as the bed isn't defective. Your best argument will be that you asked and were told it was two single beds but even then.... Personally i would go with the suggestions of removing your bannister - that way you get the bed you want and don't end up losing a load of cash.

Sorry i haven't got anything more helpful!

PigeonWood · 30 November 2009 at 5:01PM

But we didn't know how vital it was to go away and measure the bed and our house before ordering. Sorry, just cannot see how this is entirely our fault.

We would LOVE to remove the banister. Trust me, I want nothing more than this bed to fit. It's my dream bed and I've been waiitng for it for three weeks, planning our new bedroom scheme and buying new bedding etc. The banister can be removed with a screw we think, but it's sealed onto the wall which if removed would likely take some of the plaster with it.

I guess I just cannot get my head around having to pay £1700 for a bed we don't want. It's alot of money to throw away a non-dream.

loopyanna · 30 November 2009 at 5:14PM

I think we all understand what your saying.... but.... a super king size bed... by it's very nature is massive! Your paying extra for the fact that it is massive! You live in a fairly small house, which is likely to be smaller still as it's a new build. I just can't see how you didn't think to measure everything before paying so much... then again i am a worry wort. I definately would have measured (then again i measured both the garage and the driveway when viewing our house to make sure the cars would fit), maybe others would too... maybe they wouldn't...

Either way it's now up to you to resolve it. If you kick up a stink you might get a refund but i don't think that they are under an obligation to give you one. Either accept the alternative or get rid of the bannister

and possibly end up paying to have the wall re-skimmed....

Either way, hope you get a solution.

Torry_Quine · 30 November 2009 at 5:22PM

I have to agree with everyone who says to measure when buying. Last year we were buying a new settee and just by looking thought that one would fit but when we measured it was bigger than the space we had. The asistant said it was surprising how few people checked dimensions.