Bensons for beds damaged bed

PPE1

hi

we bought a bed from bensons for bed in Birkenshaw and it was delivered damaged (cracked at headboard), we also bought a single matress for it.
i phoned the help line within 15 mins of taking delivery and the guy said he would order a new one and get back to me.
the next day my wife went into the shop and the guy that sold the bed said he would order the headboard into the shop to save me having to take another day of work and we could bring the damaged one in.
the bed is now discontinued and they dont have a spare headboard, we want to return both bed and matress now after poor customer service but both are opened.

where do we stand??

cheers

wealdroam

PPE1 wrote: »

hi

we bought a bed from bensons for bed in Birkenshaw and it was delivered damaged (cracked at headboard), we also bought a single matress for it.
i phoned the help line within 15 mins of taking delivery and the guy said he would order a new one and get back to me.
the next day my wife went into the shop and the guy that sold the bed said he would order the headboard into the shop to save me having to take another day of work and we could bring the damaged one in.
the bed is now discontinued and they dont have a spare headboard, we want to return both bed and matress now after poor customer service but both are opened.

where do we stand??

cheers

The goods are faulty, therefore it matters not that they have been opened.
(it probably wouldn't matter even if they were not faulty, but we don't need to have that discussion).

PPE1

thanks but i am worried about the matress as it wasnt sold as 1 piece but 2 separate items all be it the matress was for the bed.

and i need to stick it in my dirty car to get it back to the shop!!

but i may now buy a double and the single would be no good anyway?!



cheers

NotRichAtAll

and the guy said he would order a new one and get back to me.

the guy that sold the bed said he would order the headboard into the shop to save me having to take another day of work and we could bring the damaged one in.

poor customer service

i am not sure where the poor customer service bit comes into this?

BlueEyedGirl

Which bed is it? Have you checked online to see if they still sell it.

ThumbRemote

NotRichAtAll wrote: »

i am not sure where the poor customer service bit comes into this?

Great use of selective quoting there. Conveniently ignoring the main fact that they didn't get a spare headboard into the shop.

stugib

ThumbRemote wrote: »

Great use of selective quoting there. Conveniently ignoring the main fact that they didn't get a spare headboard into the shop.

And that makes it poor customer service? If it doesn't exist they can't make one from scratch.

Sounds like the call centre/whoever were quick to try and correct the problem, and the store staff went out of their way to try and minimise the inconvenience, probably being completely unaware they couldn't deliver on their promise.

OPs motivation now seems to be more about getting a double bed anyway, "poor CS" just sounds like a cover.

PPE1

stugib wrote: »

And that makes it poor customer service? If it doesn't exist they can't make one from scratch.

Sounds like the call centre/whoever were quick to try and correct the problem, and the store staff went out of their way to try and minimise the inconvenience, probably being completely unaware they couldn't deliver on their promise.

OPs motivation now seems to be more about getting a double bed anyway, "poor CS" just sounds like a cover.

they had no note of my first call 15 mins after taking delivery, when they checked my account at the shop the next day or 3 days after that when i called the help line again and i forgot to take guy i spoke to name but do have the call logged on my phone.#

the guy in the shop said he would phone my wife 2 days later and i had to phone them 4 days later, he also said it wouldnt be a problem getting another headboard even though he new it was end of line as he told us when he sold it to us.

when i did phone the shop on the 4th day the manager interupted our phone call 4 times to speak to a customer in the shop.

this is poor customer service to me, although i didnt go into it in as much detai in the first thread!

cheers

PPE1

BlueEyedGirl wrote: »

Which bed is it? Have you checked online to see if they still sell it.

no, it has been removed.

cheers

PPE1

stugib wrote: »

And that makes it poor customer service? If it doesn't exist they can't make one from scratch.

Sounds like the call centre/whoever were quick to try and correct the problem, and the store staff went out of their way to try and minimise the inconvenience, probably being completely unaware they couldn't deliver on their promise.

OPs motivation now seems to be more about getting a double bed anyway, "poor CS" just sounds like a cover.

no cover, we liked the bed but wont except it damaged so dont think we should be forced to take the matress too!
we only want someone from bensons to take responsability for this and fix it!

cheers

BlueEyedGirl

Since the bed was without a mattress (i.e. a frame + a separate mattress) then BFB should take both back, especially since you intend to purchase another bed from them. I have usually found BFB quite good for customer service. Recently needed to buy another bed from them 7 months after the last and they gave us free delivery on the new order.