Bensons Beds

johngriffiths7

Having a problem with Benson beds - we walked past a sign in the store below saying it was closing down. Benson beds Harlow claimed it was nothing to do with them and they aren't closing. Now they have disappeared and are telling us to go to Chingford 15 miles away or Cambridge - 45 miles away to sort ourselves out. The mattress is the wrong size and Head Office are staying out of it - having investigated our consumer rights I am appalled that apparently they don't have to refund or exchange - bizarre and horrible. STAY AWAY..

sammie678

I have had a massive problem with my delivery of a bed, mattress and cabinet - they said I could have it in 7 days and then noone bothered to call me to say there would be a 2 week delay. I called them on the day of the delivery to discover this!!! I have been promised a refund but apparently I can only get this once I am in receipt of the whole delivery ....does this seem normal to any one else???

Cabbage340

Where to start........Ordered bed (metal frame with knobs on! - that's on the bed not us on the bed). Was told 4 weeks delivery, waited for the promised phone call for delivery - nothing. Rang the supplier, was booked on van but not put on. Rang the store, offered apologies and 'display model' as the line had been discontinued. Waited in all day bed finally delivered at 9.00 pm. Built bed next day, spent a couple of nights in it and then on the third night it completely collapsed (resulting in two black eyes and bruising to head). Took the leg and bolt that had sheared off to store, showed bruises etc. Treated like a pair of idiots told we could not have refund, quoted statutory rights - was told could have refund if rang customer services. Rang customer services was told that it would be dealt with in store. Returned to store, told cannot have a refund until area manager spoke to. Told we could have refund without speaking to area manager. Gave debit card to manager for refund, manager puts card in reader then told us we could not have a refund............much swearing later.... we could have a refund - but only after we returned the bed....Still waiting for it to be collected and refund.

matty45

I purely signed up because i had the worst service through this company and still didnt recieve my bed.

I ordered a bedframe from Bensons which seemed brilliant because the manager gave me a good deal promising a delivery date..

i recieved a phone call stating the shipment was running late therefore i had to wait another 2 weeks..

2 weeks had past and another delay in the delivery so i received another date for delivery on my beframe...

and again the bed could not be delivered i stated that i was going on holiday and theyd have to arrange a delivery to make sure it was delivered before i left this again failed.

whilst on holiday i recieved a text message saying the delivery will take place the following day between certain times i was happy finally theyd be able to deliver so when i get home itl be waiting for me...

when i arrived home i had a message on my telephone saying that they couldnt deliver because there was no one home i then rang to say i was at home and could they deliver that week i was given another delivery date...

that delivery again was cancelled so that was it it took 2-3 months to deliver a bed which still didnt reach me, theyd sent my bed to another customer!!after i had paid full delivery and the full price of the bedframe

if your looking for a bedframe i wouldnt waste your time i am horrified by the service this company offer!!:mad::mad::mad::mad::mad:

Helga54

I've just sent this email to Watchdog:

Dear Watchdog



I watched with interest your story about Comet not fulfilling their obligations in relation to expensive extended warranties.



In September 2009 I paid £699 for a new specialised orthopaedic mattress that was supposed to be good for people with low back problems. I was assured of the following:



1: This mattress will never have the problems often associated with other mattresses in that there would never be any tilt or rolling after any amount of use. In other words, the mattress would not “sink” (for want of a better explanation) towards the middle after a certain amount of use, due to the specific way it was “built”.



2: On spending £90 on a 5 year “Care and Protection” 1000 Plus warranty I was told by the salesman that if there were ANY problems, the mattress would be replaced immediately with no quibble whatsoever.



3: He also said that if I had an accident, such as spilling a hot drink on it, or putting my foot through it, even something like that would cause the mattress to be immediately replaced with no quibble.


I asleep alone.



In my case, I have had no such accident but I recently found out that the mattress was faulty. I slept on it for two years with no problem and then decided to rotate it as a “dip” was forming where I was lying, despite the assurances I was given, that this would not happen.



On going to sleep on the “new” side, I found it tilted towards the middle. Nobody has ever slept on that side of the bed.



I have a long history of low back problems which can be evidence by my GP if necessary. I have had years of physiotherapy and also spinal injections. If I do not sleep on a flat mattress then I get a tugging sensation in my lower back which causes pain the next day.



I contacted the company via the telephone number provided on the warranty. Somebody eventually came out to see the mattress. He used some sort of “red string” and a card which did in fact indicate that there is, indeed, something wrong. However, when I said to him something along the lines of “I’ll be glad when it has been replaced because I could use a good night’s sleep” he said something like: “it won’t be replaced as it is not damaged enough”.



Apparently the “tilt” has to be 3.5cms before they will replace it. The “tilt” on my mattress was, as I recall, 2.5cms. Not that that matters. It should have been flat.



Therefore it seems Bensons for Beds will only replace a faulty mattress if it conforms to their idea of what is not acceptable, regardless of the fact that I have long standing low back problems (which is why I bought this mattress), and I was assured that this super-duper mattress that was never going to “tilt”, but it has done, or rather it has always had the tilt as nobody has ever slept in that bed apart from me.



Plus I had been assured that if ANYTHING went wrong then it would be replaced immediately.



The assertions made to me by the salesman was the selling point. I now feel that I have been sold two items under false pretences:



The mattress would never tilt



The warranty ensured that the mattress would be replaced without quibble.



I feel cheated by Bensons for Beds because they have sold me something that cost £699 that does not do what I was told it would and clearly it has a fault and also I was conned into spending £90 on a warranty that will never be honoured.



It looks like I will now have to go to the added expanse of getting a good quality mattress topper – certainly I will not be going to Bensons for Beds for that.



I wondered if Watchdog has had any other complaints in relation to this company and the warranties not being fulfilled.



I have copied this email to Peter Neaves of Bensons for Beds, who arranged for the technician to visit. I emailed him after the technician departed and although he clicked the receipt for my email I have never had a response back.



Thank you for your time

ThumbRemote

It may sound a stupid suggestion, but while you try to resolve the issues can you prop one side of the bed up by 2.5cm to make the mattress flat?

Won't a mattress topper just follow the curve/slope of the mattress?

Trident3b

I am presently having a total Nightmare with Bensons that is making me ill. I attended the store in Blackpool and was lied to about a delivery date just so they could get my money. Promised me within a week, got my money then several days later it will now take a Month. When i asked for my money back i was told a cheque would be sent and 3 weeks later still nothing!! I phone them everyday and can never speak to Bensons staff as they are going through a merger??!! Staff wont give me their names and refuse to put you through to a manager. So they still have £900.00 of mine nicely making interest for them whilst i am still sleeping on an inflatable bed in extreme pain with my Back. Deal With at your Peril. Definately the worst company i have ever had the displeasure of dealing with!

Stephb1986_2

Trident have you not been to the store since you purchased the bed?? If not I'd be down there pronto all weekend until they give you a refund I would also be stood there deterring any other customers from buying a bed from there. Don't take it lying down!!

Steph

mainsmonkey

Can anyone help,july this year we bought a relyon bed from bensons,but within three weeks we noticed and felt that my side of the bed gave the impression that you were rolling off the side of it.Sitting on my side the matress it compresses down to the base,on my wife,s side when i sit on it i can,t touch the floor.now bensons sent their expert out. who after a 5 min test sent a report to his head office saying that its in perfect condition. when we spoke to customer services they said that was that goodbye.I then said i want another independent test which they said i would have to pay for.Which is ok so i have done so.needless to say the matress has been found to be faulty. the company i used has 30 years experience in this type of testing.When contacting bensons and sending in the report,they said its no good unless they are recommended by The Furniture Ombudsman.On contacting them they said they can,t send out an inspector because bensons are members of the TFO who can,t be investigated by them.Where do i go now.I am thinking of printing off a load of bad reports about bensons for beds ,and standing outside the shop and giving them to potential customers to let them know the type of company they are.And tell them my experience.After all I NOW HAVE A 1200 POUND BED, AND SLEEPING ON THE SOFA.

katharineandsimon

Bensons are shocking - we have been waiting for a replacement mattress for over 9 months. What we are sleeping on is horrendous. I have had to make so many phone calls to them and nothing ever happens. Truly awful shop that does not deserve to remain in business with such terrible customer service.