Bensons Awful Bed

LikesWhisky

I have a standard size double mattress from Bensons, called a Sensaform Airflow 5000, which is 4.5cm of memory foam over pocket springs. The mattress is made by their associate company Relyon.

Within two weeks of delivery there were permanent body impressions on the surface. I wrote to reject it at three weeks and after various delays Bensons sent an ‘independent’ FIRA technician who said this was normal settlement, measuring the deepest part at over 2cm, and concluding there was no fault. On that basis Bensons say they have no obligations and refuse to collect the bed and refund.

So now we have a bed that looks like two shallow hammocks, with about half the memory foam thickness already squashed to nothing in the deepest dips. I understand there might be some settlement in a traditional and deep fill luxury mattress but I know there shouldn’t be any appearing so quickly in a good quality memory foam mattress which by definition returns to the original flat condition – certainly for a number of years.

I’m six foot tall and weigh 12 stone, my wife much less, so we’re not heavy. Bensons must be using poor quality materials. We’re storing the Bensons mattress and using our previous mattress which is more comfortable. I want rid of the Bensons bed and a refund.

Has anyone taken a problem like this through the small claims court, a section 75 claim on the credit card, or any other route?

Any other thoughts or advice?

Johnandabby

Similar issue here - super king mattress with topper, that is now shaped like the alps after 6 months. Like you, me and the missus are normal weight. Different manufacturer, but again no interest in resolving the issue. Currently sleeping with the mattress flipped over which is much more comfortable, and waiting for formal feedback from the manufacturers.

Seems like a major design flaw with toppers in general, that is too expensive for them to admit to. Definitely won't be paying the extra for it next time we replace it.

daveyjp

How much are these matresses?

LikesWhisky

This awful Bensons mattress cost £459, so it’s not super expensive and not super cheap either. It should be satisfactory for longer than a few weeks that’s for sure.

Bensons for Beds guarantee this Airflow 5000 mattress for five years when bought with a bedstead or divan base, and for one year otherwise. But a guarantee from Bensons is worthless if they refuse to accept there’s a problem. They have photographs from me, so they know how bad it is. They call it a Sensaform mattress. More like a hammock I’d say.

Memory foam mattresses are available from elsewhere with guaranteed collection and replacement if they dip more than 2cm in five years. It was less than six weeks after delivery of my mattress when Bensons sent a technician from FIRA who measured the dip and confirmed it was already over 2cm.

And by dip I mean a permanent body shaped depression into the surface of the mattress. Try sleeping on the mattress and it dips much further – not in a straight-spine supportive way like you see in the diagrams so popular with bed suppliers. No, it feels like an old camp bed. Relyon, who make the mattress, are part of the same company as Bensons so no point going to them. And in any case, the retailer is responsible for problems like this.

Bensons have sent me a letter headed ‘No manufacturing fault found’. The letter goes on to say that my mattress is free of any manufacturing defects. Is that a cynical get-out?

The memory foam they have used is clearly not performing as it should. But the memory foam is one of their bought-in materials. Manufacture of the mattress is not at fault if they put the various materials together correctly. That apparently is how Bensons see it.

gavinh1175

I have a problem with my son's mattress. Pocket springs with memory foam topper. Purchased from an independant retailer. Its much firmer than the one in the showroom. My son wanted a soft mattress, just like the one we tried in showroom.

Manufacturer says the manufacuring process has not changed & my mattress will soften up, just like the one in the showroom.

Mattress has not softened up in the 4 months I've owned it. I find it hard to believe that the showroom mattress has been laid on excessively for it to soften to its current form.

Again, would like to know how I can take this problem forward.

For info - I have a pocket sprung mattress with a memory foam topper. Its 5.5 years old & hasn't suffered any surface depressions. Still feels as good as new. Made by Harrisons.

LikesWhisky

gavinh1175 wrote: »

For info - I have a pocket sprung mattress with a memory foam topper. Its 5.5 years old & hasn't suffered any surface depressions. Still feels as good as new. Made by Harrisons.

Thanks for the above info about what a decent mattress should be like. My Bensons for Beds mattress is a joke by comparison.

You ask about how to take your own problem forward.

Do some research about a 'letter before action' that you send to the other party. There might be a template for the letter on this site. I got a template from my house insurance legal expenses policy. If the other party still won't help then the next step is the small claims track of the court. Hope that helps.

Pinkypants

gavinh1175 wrote: »

I have a problem with my son's mattress. Pocket springs with memory foam topper. Purchased from an independant retailer. Its much firmer than the one in the showroom. My son wanted a soft mattress, just like the one we tried in showroom.

Manufacturer says the manufacuring process has not changed & my mattress will soften up, just like the one in the showroom.

Mattress has not softened up in the 4 months I've owned it. I find it hard to believe that the showroom mattress has been laid on excessively for it to soften to its current form.

Again, would like to know how I can take this problem forward.

For info - I have a pocket sprung mattress with a memory foam topper. Its 5.5 years old & hasn't suffered any surface depressions. Still feels as good as new. Made by Harrisons.

Was the showroom model mattress on the same type of base as the one you have at home? If showroom was on a sprung base then it will have felt softer. A good salesman should have pointed that out if it's the case.

Nile

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="forumteam@moneysavingexpert.com"]forumteam@moneysavingexpert.com[/EMAIL].

cockaleekee

LikesWhisky wrote: »

Thanks for the above info about what a decent mattress should be like. My Bensons for Beds mattress is a joke by comparison.

You ask about how to take your own problem forward.

Do some research about a 'letter before action' that you send to the other party. There might be a template for the letter on this site. I got a template from my house insurance legal expenses policy. If the other party still won't help then the next step is the small claims track of the court. Hope that helps.

A letter before action (and subsequent legal action) is only advisable where the consumer can prove that they have a valid case. As Bensons have obtained an independent report stating there is no fault, the OP will struggle to get any remedy, unless of course they can provide evidence to dispute the report.

pinkshoes

Sounds faulty to me!

I'm pretty sure I have the same mattress from Bensons (will confirm when out of bed - too comfy!), which we've had for 2.5 years - it is the most comfortable bed I have ever slept in, and is still wonderful!

If they're not playing ball, you'll need to get someone independent to come and review it, and write a letter to say it's faulty. Use this to get a replacement, or if they refuse, take them to court.

LikesWhisky

cockaleekee wrote: »

A letter before action (and subsequent legal action) is only advisable where the consumer can prove that they have a valid case. As Bensons have obtained an independent report stating there is no fault, the OP will struggle to get any remedy, unless of course they can provide evidence to dispute the report.

Yes - a good and reasonable point.

But when I mentioned FIRA I put 'independent' in commas because there is plenty coverage that FIRA act in the interests of the company that pays them for the report. The Guardian newspaper have done three features in recent years about the so-called independence of FIRA.

And memory foam should go back to its original position after use, certainly for the guarantee period. There appears to be poor quality memory foam out there.