Bensons Beds

1985dj

I had purchased a Bed Frame and matress from Benson Beds in April 2009, and had it deilvered in the May when i moved into my new house. The bed was in full working order when i had it, not issues at all. However, by the end of November/beginning of December, the centre legs and bars under the bed had bent, along with the screws. I rang the store when i purchased the bed, who said they couldn't do anything, but to ring Customer Services. Upon putting the phone down to them i rang Customer Services, i told them what had happened and the parts that i required. The lady i spoke said that she needed to see photos of this just to make sure, so she gave me an email address to email the photos to. A fews days had passed before i sent the photos as i had to locate a camera and the relevant leads to my laptop. Anyway, a few days after i sent the photo i got an email back from Customer Services telling me the parts that they were sending (which were exactly what i had told them in the first place, meanwhile my partner and i sleeping on the floor).

5 days later a parcel had been delivered with the parts to fix the bed, i had been at work that day so couldnt check what was included in the parcel. I began opening the package to assemble the parts to the bed. About to assemble the parts, i realised that they had not sent the screws to put everything together. The customer service line had closed by this time so i had to wait untill the morning to tell them what was missing.

The next morning i rang Customer Services, told them what was missing. They said that the screws should have been sent with other parts and they were already on the order. Eventually they agreed to put in another order of the screws, which meant sleeping on the floor for a little longer.

A week or so had passed, and still no screws. I rang the store and told them this was not acceptable, and told them i wanted a refund. The manager said the he would personally come and deliver the screws to me that day, if i wasnt in he would post them through the letter box. Having been out all day i didnt know if he had been or not, as soon as i opened the front door i was expecting to see a package, but no, nothing, not even a note. The following day i rang the Store Manager who said that he had delivered them but left them with a neighbour. ok, so now i have the screws, the bed was assembled, so now everything was all good.

5 days after this, some of the slats decided to snap, rather than ringing Customer Services and waiting a week to get them slats, and spare me and my partner sleeping on the floor again, i rang the Store Manager, again he said that he would deliver the slats himself the following day, so i left it at that. The next day, being a Sunday, still no parts, but i was surprised at this anyway. Monday moning there is a knock at the door, the Store Manager is there, with spare slats in his hand. Great, i can fix my bed for the second time.

10 days pass, 01:00 in the morning, sound asleep, go to roll over, and the bed breaks, in the same place as it did in the first place, and a little worse this time. The centre bars had a big rip in it where the bar had bent.

I have tried to insert a photo here, but wont let me.

Not much i could do at that time apart from getting up to go and sleep on the settee, not exactly designed for 2 people to sleep on. Anyway i rang the store then next morning (WEDNESDAY) and spoke to a sales assistant. I told her that i wanted a refund on the bed. She told me there was nothing that she could do and said to ring Customer Services. I spent 30 minutes or so trying to get through to an adviser, only to be told that they dont authorise the refunds, they only sorts replacements parts. The Customer Service advisor said if i wanted a refund i would need to ring to store where i purchased the bed. Now starting to get frustrated i rang the store wanting to speak to the manager, i was told that he wasnt in untill Friday so i would have to wait till then and call back.

I rang the store back on Friday asking to speak to the manager, granted, he was back in the store. I explained my situation to him, asking him about getting a refund. He told me that he couldnt authorise this it was down to the Area Manager, he said that he would try and get in touch with him and then call me bak once he had done. All day had passed and i eventually got a phone call in the evening from the Manager telling me that he couldntn get through to the Area Manager, that he would try again and call me back by 10:00 am on the Saturday morning.

10:30 Saturday morning and still no phonecall, so i rang the Manager again (good job i get free minutes) he said that he hadnt spoke to the Area Manager yet, he would call me back as soon as he did. 15 minutes later i got a phonecall from the Manager telling me that he had spoken to the Area Manager. I was the told that the Area Manager would only offer me more replacemnet parts or a replacement bed. Not being happy with this i asked for a refund, only to be told that he coldnt do this.

Later that morning i got in touch with Citizens Advice, Trading Standards and Consumer Direct. Both Citizens advice and Consumer Direct both informed me that i was well within my right to pursue a refund. The bed is only 8 months old has broke 3 times already, and in the same place. I was told about the Sales of Goods Act, and items being fit for purpose, not conforming to contract. Having this in mind i rang the Manager back. The Manager wasnt even aware of the Sales of Goods act. After quoting this to him, he still wouldnt budge, but now he was saying that its against store policy to give refunds.

I have now put my complaint into writing, hopefully this gets something sorted, and quick and me and my partner are sleeping on the floor yet again. Is there anything else i can do?

cyberbob

We bought a bed from them 2 years ago and the centre bar broke. Luckily our store where we bought it sorted it out. Apparently it was a problem with a lot of their beds. I must admit I still don't trust it and wouldn't buy one of there beds again.

1985dj

cyberbob wrote: »

We bought a bed from them 2 years ago and the centre bar broke. Luckily our store where we bought it sorted it out. Apparently it was a problem with a lot of their beds. I must admit I still don't trust it and wouldn't buy one of there beds again.

If the bed hadnt of broke a couple of times already, and hadnt had replacement parts, then ok, fair enough i should accept what they are offering me. But the fact the i have already had replacement parts, which broke in the same way again. Want to be shot of them and just get my money back

Tim_Deegan

As you were told by Trading Standards, the bed is unfit for purpose. So call trading Standards back and ask for a reference number. Then copy all correspondence to Trading Standards. Make it quite clear to Bensons that Trading Standards are involved, and quote the Sale of Goods Act in your letters.

Bensons are wll known for dodgy practices, and not complying with the SOGA.

You also need to check the mattress to make sure it hasn't been damaged by the broken bed.

1985dj

When we first rang Trading Standards they said that dont deal with consumer issues, and gave us a number for consumer direct. I told those exactly what had happened, and got a reference number from them. After speaking to consumer direct i rang the store manager who took the reference off me but still did nothing. We put our complaint into writing and sent a copy to the store and to their head office on the 27/01/2010 both recorded delivery. The copy going to head office had been signed for a few days after it being sent, yet the copy going to the store is still yet to be signed for. A little strange i think. A phone call call to the royal mail might be in order for tomorrow to see whats going on.

1985dj

Update:

I have just got off the phone to Royal Mail, after spending a good 15 minutes trying to get through to an operator rather than speaking to their automated service. The operator informed us that the letter to the store has been delivered and signed for, although its not showing up on the online tracking system. It has now been one week since both letters were delivered, only another week to wait now. Fingers crossed we get a good response.

Tim_Deegan

1985dj wrote: »

Update:

I have just got off the phone to Royal Mail, after spending a good 15 minutes trying to get through to an operator rather than speaking to their automated service. The operator informed us that the letter to the store has been delivered and signed for, although its not showing up on the online tracking system. It has now been one week since both letters were delivered, only another week to wait now. Fingers crossed we get a good response.

Are Royal Mail going to give you proof of delivery?

1985dj

Im not too sure about the one thats been delivered to the store. Its might appear online at a later stage. But i have proof that the other copy has been delivered to the Head Office.

1985dj

UPDATE:

The 14 days have now passed. Suprise Suprise, no response from the store manager or the head office. I had rang the store on the 15th day after the letter was received , spoke to the lady in the store to see if the manager was in. I just said that i wanted to speak to him about replacement beds, she said to call back the next day.

I rang the manager the next day and said he had recieved my letter and passed on to customer service who should have replied saying that they will only offer me more parts or replacement bed. He then said he was glad that i called as he had arranged for a replacement bed to be delivered on Tuesday 16th (without even confirming this with me) I thought i had no other option but to accept this, so i did as i seem to be getting no help from Consumer Direct or CAB

On Saturday 13th Feb after speaking to my father in law, he persuaded me to stick to my guns and not give in, in trying to get a refund. He was appauled with how i was being treated and suprised that this company is still in business after reading some reviews himself.

I then rang the store manager and told him after considering his offer, i was going to decline as i shouldnt be forced into believing and accepting that this is the only option. The replacement order was cancelled and told him i would get in touch with The Area Manager, which i now have the number for thanks to the father in law.

Today, the 15th Feb, i rang Consumer Direct, telling them that i had put my complaint in to writing on the 27th Jan, and have heard nothing back. Consumer Direct are now going to take this further for us and pass in on to Trading Standards (ABOUT TIME!!!) I should hear something from Trading Standards within the next 5 days.

Await the next update!!!

1985dj

I had a call yesterday (18th Feb) from Pam Hughes, Customer Services Manager. She began to apoloagise with the way that i had been treated, and was more than happy to offer me a refund if that is what i wanted :money:. With me being more than happy at accepting this we started to discuss collection of the bed which could even be as soon as Saturday 20th Feb, if not then early next week.

She also said that IT IS down to the Store Manager to give refunds, so i made a complaint to her about the Manager who i had been dealing with, telling her how arrogant he was, and knowing nothing about the Sale of Goods act. She said there was nothing that she could directly, but would pass my comments on to the Store Managers, Manager.

I had asked for a written letter of apology from Martin Beresford, the Store Manager, but she said that as a rule the letter dont come from the store but from Customer Service.

Oh well, still a result!!! :j

Tim_Deegan

1985dj wrote: »

I had a call yesterday (18th Feb) from Pam Hughes, Customer Services Manager. She began to apoloagise with the way that i had been treated, and was more than happy to offer me a refund if that is what i wanted :money:. With me being more than happy at accepting this we started to discuss collection of the bed which could even be as soon as Saturday 20th Feb, if not then early next week.

She also said that IT IS down to the Store Manager to give refunds, so i made a complaint to her about the Manager who i had been dealing with, telling her how arrogant he was, and knowing nothing about the Sale of Goods act. She said there was nothing that she could directly, but would pass my comments on to the Store Managers, Manager.

I had asked for a written letter of apology from Martin Beresford, the Store Manager, but she said that as a rule the letter dont come from the store but from Customer Service.

Oh well, still a result!!! :j

Well done.

It just goes to show what can be done when you involve trading standards.:j

What she actually said to you appears to be complete rubbish, as Bensons are well know throughout the country for treating people exactly the same as you were treated. They also say that it is company policy to not accept cancellations once an order has been placed, which I believe is also illegal.