Bensons Beds & Sealy

SuzieSue

Myser wrote: »

Whatever you do, AVOID Dreams. More like a nightmare!

Why? I used them a year ago and they were great when I changed my mind on the bedframe I wanted quite late in the day. Everything was delivered when promised.

I have just placed another order with them so am slightly worried by your post, but then things can and do go wrong with any company.

Myser

SuzieSue wrote: »

Why? I used them a year ago and they were great when I changed my mind on the bedframe I wanted quite late in the day. Everything was delivered when promised.

I have just placed another order with them so am slightly worried by your post, but then things can and do go wrong with any company.

A few years ago I purchased a bed from them and the drawers were faulty - they would not open as the runners were damaged.

I had to call Dreams head office (HO) numerous times only to be told that it had been escalated to their customer service back office for someone to investigate. Eventually after numerous calls, and senior managers not calling me back, I took advice from Consumer Direct. I wrote to Dreams (HO) , my credit card company and the local Trading Standards (Bucks) for the Dreams head office.

The Bucks Trading Standards office took my case up but also faced the same difficulty in finding someone to take responsibility to deal with the matter at Dreams (HO). This was later referred to my local Trading Standards who also commented on the poor customer services at Dreams and the same difficulty they had in finding somebody to take responsibility.

I was then advised by the Dreams head office to contact the store where I purchased the bed from. The store told me to contact the head office! Dreams HO eventually arranged for Homeserve (a company they contract their repairs), to investigate the problem and to come and take photographs.

I was so frustrated with Dreams and not being able to have a bed for so long. Trading standards advised lodging a complaint with the Furniture Industry Research Adssociation (FIRA). Dreams are a member however, I don't know if FIRA would favour Dreams if I were to contact them.

I'm not at all surprised now as Dreams was listed under the top 10 worst companies for customer service a few years ago!

Sorry for the long reply, but I wouldn't want anyone else to have to suffer Dreams' appauling customer service.

SuzieSue

Myser wrote: »

A few years ago I purchased a bed from them and the drawers were faulty - they would not open as the runners were damaged.

I had to call Dreams head office (HO) numerous times only to be told that it had been escalated to their customer service back office for someone to investigate. Eventually after numerous calls, and senior managers not calling me back, I took advice from Consumer Direct. I wrote to Dreams (HO) , my credit card company and the local Trading Standards (Bucks) for the Dreams head office.

The Bucks Trading Standards office took my case up but also faced the same difficulty in finding someone to take responsibility to deal with the matter at Dreams (HO). This was later referred to my local Trading Standards who also commented on the poor customer services at Dreams and the same difficulty they had in finding somebody to take responsibility.

I was then advised by the Dreams head office to contact the store where I purchased the from. The store told me to contact the head office! Dreams HO eventually arranged for Homeserve (a company they contract their repairs), to investigate the problem and to come and take photographs.

I was so frustrated with Dreams and not being able to have a bed for so long. Trading standards advised lodging a complaint with the Furniture Industry Research Adssociation (FIRA). Dreams are a member however, I don't know if FIRA would favour Dreams if I were to contact them.

I'm not at all surprised now as Dreams was listed under the top 10 worst companies for customer service a few years ago!

Sorry for the long reply, but I wouldn't want anyone else to have to suffer Dreams' appauling customer service.

Yes, I your treatment was inexcusable. That's why I buy most things for John Lewis as they understand how to treat customers. Unfortunately, they don't sell the bed I want so I had to to Dreams. I think they are fine as long as the goods aren't faulty. I could have got the bedstead much cheaper from other on-line stores, but a lot of them make empty promises about lead times and their customer service is probably worse than Dreams. At least Dreams are honest about when the goods will be ready (well in my experience anyway).

Aria`s_Tail

Hi, i'm an ex Benson's employee and also worked for a local independent bad retailer for some years. Sealy are one of the best about quality wise for price (others are Relyon and Millbrook). Their customer service is also good. I have Sealy mattresses myself. Bensons are horrendous to work for but not bad customer wise (depends on local branch manager but you can always go straight to customer services).

rustyboy21

I have a sealy postupaedic ultra bed, for 5 years.

Love it, most comfortable bed I have ever had. Mum has bought beds from Bensons for years and never had a problem, so as far as I am concerned, both are good companies.

Dave_J_3

hi guys,

sorry i not replied before now but as feared my experience of Bensons have unfortunately not gone well. Took delivery of my bed today and upon opening and getting ready to build I noticed my 2 drawers were missing....i then noticed the sides of the bed were not even cut out to accept drawers!! so I called and was basically told that my paperwork does not suggest I ordered drawers. However the only model in the shop had drawers and the description stated it came with 2 drawers so to put it crudely i literally said "I want that bed in super king with that mattress" she said OK and we proceeded with the paperwork. But yes as advised the paperwork does not say drawers however when you purchase a product and ask for assistance you put your faith in the salesperson ensuring they know how to do there job correctly. I was not told the bed came without drawers option and sure as hell want them as we need the storage. I would not buy a product that I have not seen.
I have been advised to revisit tomorrow to speak to the woman that sold me the bed to find out what happened.

It's been a bad day

thanks

Eenymeeny

Good luck with Bensons today. I notice that your first post mentions a bed frame which I wouldn't expect to have drawers. They were probably an optional extra and as such should have been priced separately. I'm surprised that the staff member didn't offer them to you at the point of sale? I'm afraid that it'll be down to what is listed on your paperwork. I'm a bit confused when you mention that the sides of the bed were not even cut out to accept drawers!! Which suggests a divan base rather than seperate drawers? Maybe they'll meet you halfway on price as a goodwill gesture... (not likely but worth a try ) As I said, good luck

ormus

i see bensons are still advertising 50% off. thats been going for 15 yrs that i know of.
and i see they are still flogging dubious warranties. salesmen get sacked if they dont reach targets on warranties.
tells you all you need to know about the company.

Dave_J_3

hey guys, bit of an update

sorry about any confusion but yeah its a bedframe but does have 2 drawers that slide out (1 either side). The product instore and description we selected was the bedframe which included 2 drawers (although tbh this is not what is wrote on paperwork). We were not told that they were optional just thats what it was (obvioulsy now it seems they are an option). But thankfully the saleperson remembered the conversation and agrees there should be 2 drawers and has arranged another bed. Defo not a divan but the sides should be cut out to accept the drawers.

So we shall see. The staff so far seem polite and have done what they can to assist. Waiting for confirmation on new delivery though

Evil_Olive

would that not come under your statutory rights?
eg. goods not as described
seeing as you pointed to a bed with drawers and said "I want that one" ?