Bensons Beds

scrogz

This is in no way directed at the staff of this branch or any particular individual but at the ‘Customer After Sales Service’ provided by Bensons for Beds.
On December 23rd I took delivery of a ‘Georgia King Size Brown Faux Leather Ottoman Bed’ unfortunately one of the sides was damaged, therefore I contacted the store who kindly contacted the customer after sales service. I was informed that a new side would be dispatched and would be with me in no longer than 14 days, that was 43 days ago and I am STILL WAITING.
On January 3rd I took delivery of 1 x Hip Hop Bedside Cabinet and 2 x Hip Hop 3+2 Drawer Chest again problems with this order.
One of the Hip Hop 3+2 Drawer Chest’s had two drawer bottoms missing and the backing board which gives the unit it’s strength was also missing, again I was assured that these items would be replaced with in 14 days, that was 32 days ago and I am STILL WAITING.
The Hip Hop Bedside Cabinet which came pre-assembled was falling apart and to be honest was only good for the bin unless it were total taken apart, dowel holes re-drilled, dowels replaced and re-assembled, this unit was replaced a week later.
I have called the After Sales Team on numerous occasions and have spoken to four different representatives only to be told that this has been dealt with and is in the hands of the Parts Department, I have asked for their contact details but have been refused. I have also asked to speak to a supervisor but again this has been refused and on two occasions they said a supervisor would call me back with in 24hrs, this never happened.
So at the end of the day of the four items I purchased three were either damaged or have missing parts that’s a 75% failure and to this day 50% of my items are still not up to standard.
A well known saying springs to mind ‘BUY CHEAP YOU PAY DEAR’ and the other is ‘IF YOU PAY PEANUTS, YOU GET MONKEYS’
*****PLEASE DO WHAT YOU FEEL IS BEST*****

spacestars

I have never been so mad at a company before. Benson for Beds is by far the WORST at their job. I have been looking for a new bed for me and I needed delivery as soon as I could because my family is coming over for the olympics and the bed would be in use then. Plus i didn't want the hassel of a bed delivery while they where here, and I was going to go on holiday in a month, it would be nice to get it over with. The website said "express three to five days" and I was thrilled! So on the second day I moved my bed out, ordered a matress (john lewis..perfect service). After four working days I didn't want to take my chances so I gave them a ring and they told me the bed was going to come IN MORE THEN A MONTH FROM NOW. I was so mad! I have never been more upset and disapointed. I had to be put threw 3 people to register my complaint. I hope to never fall into the trap of online bed sellers again. I hope NO ONE buys a bed from there. 0 STARS. :wall:

howdoyousleepatnight

THEY HUNG UP ON ME

The assistant manager told me there was nothing more she could do for me, so I asked to speak to the manager. she refused and said she was going to "have to let me go" and she cut me off.

Lavendyr

We just bought a bed through Bensons for Beds and when I came home and read all the awful reviews about their delivery service (both here and on other sites) I was seriously worried that we'd done the wrong thing. Had basically convinced myself that the bed wouldn't arrive and that we'd have a nightmare getting all the right bits to be delivered.

Thankfully worries came to nothing. The bed arrived today, on the agreed delivery date, within the agreed delivery time slot (got a courtesy call 15 mins before as well). All the correct items were delivered, the delivery men were friendly, put the bed together for us (divan set and headboard) and took all the packaging away.

All in all have to say so far, so good! Can't comment on the bed itself as yet but I was really worried that the bed wouldn't be delivered on the right date, or that items from the order would be missing, as this seemed to be fairly common from reviews, but I needn't have worried on those counts.

Just posting to add a different perspective to the thread

Newcroft

I recently visited a branch of Bensons and bought a wooden framed bed c/w mattress. The salesman told me that there would be a £39.50 delivery charge, which is normal for Bensons. When I commented about the delivery charge being a bit expensive, he assured me that the price included assembly. This was said in front of 3 relatives who were with me at the time.

I even asked him to confirm that the bed would be assembled at my home address by the delivery staff, to which he said, "That's all part of the service." I thereafter paid for the bed and left.

When the delivery van arrived some weeks later, the drivers stated that they only assembled divan beds (mine was a flat pack). On contacting Bensons, the original salesman flatly denied having said that assembly was included in the delivery charge.

It was only after contacting the Head Office of Bensons (and mentioning the local 'Trading Standards' office), that a refund was agreed. And, believe me, it was a fight to get a refund (which is due to be sent by post within the next week). It will be interesting to see if they actually send it.

molley

To Newcroft.. You mean a refund of the Delivery Charge?

bod1467

I presume so ... there'd be no justification for a refund of the bed. (Unless he refused delivery of the bed, and even then there'd be no real justification to refuse delivery ... DSRs don't apply as it was in instore purchase).

molley

To bod1467
I did think it was just the delivery charge..just wanted to clarify.

Interesting point you make though.. you buy the bed, delivery AND assembly for the payment of £xxx.xx but when it arrives you find assembly is not there...would you not be entitled to refuse to accept the bed( or whatever it happened to be) ?

You might be cutting off your nose to spite your face but it would be interesting to know what your rights would be in such a situation!!

Newcroft

Yes, the refund related to the delivery charge.

What really annoyed me was the fact that when I originally visited the salesroom, I was with 3 relatives - and the salesman stated quite categorically (just before we came to an agreement for the price) that the delivery charge would include assembly of the bed. In fact, my sister remarked to the salesman (Iain), that it would be worth £39.50p to have the bed assembled when delivered. Iain smiled and smugly assured us that it was all part of the service.

Bensons (after I had contacted their local branch + head office) formed the wagons in a circle, and flatly denied any responsibility. According to 'Iain,' he denied in 'any shape or form' that he had included assembly of the bed in the delivery charge.

I then contacted all 3 of my relatives and asked them if they could recall the conversation I had had with Iain in the shop. To a man/woman, they pinpointed Iain's comments to the fact that the delivery charge would include assembly of the bed.

To those cynical disbelievers who doubt what I am saying about Bensons for Beds, I would urge you to purchase from this company - and find out for yourselves.

Newcroft

Hi Molley,

In answer to your question, Bensons for Beds (in the event of cancellation - after 24 hours), stipulate that they will charge you a cancellation cost. Just look at the Terms & Conditions.

As for the quality of the bed/mattress, I will simply have to lie in the bed for the foreseeable future to see if it measures up to requirements.

The company (once they receive a complaint), automatically quote their 'Terms & Conditions' of contract. Let's be honest, when anyone is buying anything from a shop, the last thing they think about is the small print in the 'Terms & Conditions.'

Perhaps I'm just an old fashioned sort of bloke who has trust in human nature (naive), or is it that this particular firm is downright dishonest?

Buy from them at your own risk.