Bensons for beds delivered wrong mattress

Paul_Heathcote

Having tried various firmness rated mattresses in our local Sheffield Bensons for Beds store's 'Comfort Station' we plumped for a No 1 soft mattress. The mattress being for our bed at my mother-in-law's property. Bensons delivered it as promised but when we visited mum we discovered it was a very firm mattress and nothing like the soft mattress we tried instore.
I called in at the store to tell the salesman that the wrong mattress had been delivered expecting him to be somewhat apologetic on behalf of Bensons, to arrange collection of the wrong mattress and to replace it with the No 1 soft rated mattress we had actually tried, chosen and paid £350 for. The salesman said it was nothing to do with him and we should contact customer services. We did just that but after several conversations with rude, aggressive & patronising staff at Bensons call centre we got absolutely nowhere.
In summary:
1) We chose and paid £350 for a No 1 rated soft mattress from BfB's 'comfort station';
2) Bensons delivered a No 4 very firm mattress;
3) Bensons refuse to remedy their mistake by replacing the delivered mattress with what we actually ordered or give us a refund.


What can we do?

Zandoni

I'd start by returning to the store today and speak to the store manager, if it's a genuine mistake I'm sure they will sort it out.

unholyangel

Have you tried putting it in writing to them?

How long ago was it purchased/delivered and when did you first inform them of the problem?

Chickabiddybex

What are their reasons for not replacing it?

What have they actually offered you?

Paul_Heathcote

Many thanks for your replies.
The mattress was delivered on a Tuesday.
We visited mum the following Saturday which was when we realised it was the wrong mattress.
I went back to the store and informed them of their mistake on the Monday.
I was told there was nothing they could do instore and that I should call customer services.
After numerous calls to CS's I was told I could have the mattress from the store if I paid £100 to have it delivered. I declined their offer.
I went back to the store yesterday (Saturday) to see the manager who sold us the mattress. He said he couldn't do anything without authorisation from CS's. He refused to give me the name or the contact details of his area manager.
I have emailed Bensons but haven't had a reply yet.

Fosterdog

Was the one delivered the same as the one on your receipt?

Is it just the one in the shop is softer because it's had loads of people trying it out or is it a different model to the one delivered?

Paul_Heathcote

Fosterdog wrote: »

Was the one delivered the same as the one on your receipt?

Is it just the one in the shop is softer because it's had loads of people trying it out or is it a different model to the one delivered?

It's the same as on the receipt but the wrong firmness rating.
See Bensons for Beds site for info on their Comfort Station.

pinkshoes

Don't email, write to them and inform them they've sent the wrong mattress and give them 14 days to either replace it with the correct one or issue a full refund and collect the wrong one. Get proof of posting when sending the letter.

If they don't reply after 14 days, sent a letter before action giving them another 14 days before you will take them to court for a refund.