Bensons beds, guarantee query

mikeyranson

Hi all,

we bought a mattress from bensons 4 years ago. it came witha 5 year guarantee. We have have recently had issues with the mattress with the memory foam not springing back into position or natural lay and also the bed slopes inwards from all sides. we questioned the guarantee with two local bensons outlets on what exactly the guarantee covers. both replied, "everything through wear and tear". We tried to contact bensons but the wait was minimum of 19 minutes to 25 minutes on other occassions. What makes it more expensive is the customer services number is a 0845 number and from a mobile is extremely expensive.

after making contact, we were told to send in photos of the mattress and they will examine. We did this and the reply back after 2 weeks is that the damage is not covered by wear and tear. We
called again and waited some 20 minutes again to get through and questioned the reply. How could they tell from photos that it is not wear an dtear when the photos clearly show the dip in the middle. They told us that we had to go and pay for a independant report to view the mattress.

My questions are:
How can i get bensons to look at my mattress?
Can i bill bensons for my phone bills calling their customer services?
Does anyone else in the trade have any thoughts, advice or trade tips they can offer?

The mattress has failed without a doubt but problems in getting bensons to honour the guarantee.

much appreciate any help and advice.

kelpie35

The same thing happened to my mattress. I was asked to send photos. Never once phoned did complaint through emails. Had new mattress delivered within a month of complaint. Hope you manage to get this fault sorted.

wealdroam

Just for reference, the following two phone numbers are on SayNoTo0870...

Geographic... 01925 237600
Free... 0808 1446160

Jamesy1981

Kelpie35, I don't suppose you have the email address you contacted Bensons on do you?

We are having the same trouble with our "Minsk" mattress from Bensons. It was a Silent Night Mattress, it was supposed to be a non flip mattress, what a joke. It has a body imprint of me one side and my husband the other side. Its coming up to 4 years old at the moment, went to Bensons today to buy a new mattress when we saw the "Guaranteed for 5 years" sign. Asked the store manager about it and he was very unhepful, told us we would be lucky to get back 1 fifth of the cost of the mattress, then he tried to sell us another one!

Thanks

Jamesy1981

hollydays

weird how bed threads only became popular in the last few years here,and are always populated by so many low count users.Anyone else noticed.............

blackberry1983

Hello all,

I also purchased a minsk mattress through Bensons about 2 years ago. It says it's a 'no roll together'...there is no danger of that! It has dipped much I almost roll out of bed. It has also sunk around the edges as if the top half of the mattress has slipped off the bottom. I emailed Benson's some photos after waiting for more than half an hour on the phone. They emailed back saying it was because i had sat on the edge of the bed! Excuse me for thinking beds were designed to be sat on/laid on! I wrote back saying I was not happy and that the bed had not been sat on at all four sides and asked how they explained the massive dips on both sides of the bed. I got no reply so emailed again. They replied and said they would phone me back....not happened yet. I also emailed Silent Night directly but have heard nothing back.Any other suggestions welcome. Expensive mattress....poor quality.Not holding out much hope to get any money back.