Bensons Beds

soldave

Have read through this and seen many people not happy. Was about to go to Bensons today to look for a mattress. Where would you folk recommend me look for a mattress?

jhe

i have bought beds from http://www.linthorpebeds.co.uk/in the past. just ordered another bed at the weekend, free delivery due anyday now.
I have also bought previous from http://www.mrmattress.co.uk/portrack-bedding-centre-stockton.html .I bought instore but they have an online site here http://www.mrmattress.co.uk/mattress/kingsize_5ft

Smoothjazz

Hi everybody, let's think a bit rational or realistic, I'm going to ask you, what do you think, when delivery staff are doing delivery, how many items they have to sort out a day?
Many! Much more than you can imagine. If you have seen a Divan set you should seen that to fit a Divan Set it takes about 6 mins to be fitted. A Flat pack Bedstead takes at least 30 mins, or even up to 1,5 hours. Can you imagine a Delivery staff to spend such a long time to fitt your bed, and to lose hours a day doing that? It's impossible. So that's why the Bensons for Beds fitting service is just for Divan Sets. Not either for some of Furnitures. To be honest, you should be adviced by the Consultant about, If you have got a bad advice, then do your complain to the Store you've been before. but, when you sign your Invoice, you should read everything to make sure you understood everything, if you have questions just ask and make sure you've got the relevant information. Even the assembly is noticed in the Invoice with "Y" or "N"... Just read carefully before you sign, otherwise the staff will aknowlidge that you understood everything. So if you signed the invoice with out reading it, I'm sorry for you... you should do it. Thanks for your time.

Smoothjazz

Hello, I would like to let you know something, as I see, you lost some information during those 3 years... I'm so sorry for what happened to you, but the delivery fee was always £39.50 for Whole day delivery not £35. If you bought your bed from Bensons for Beds, you should know, that you have 5 Y Guarantee, which covers youre bed if anything happen, whithout a physical action, like manualy damage, or something else done by you. So if the material, or the springs, or anything on the base would damage, you have to contact the Customer Service then you will be adviced what to do next. So why do you not live whith this option?
If you don't have the C.S. Number go back to the store or call them to let you know, than do the action. Is your right to get a new bed if the damage wasn't caused by you. Good luck!

Martp33

Hi, we are going through the motions with Benson for beds at the minute. Back in December we ordered a wardrobe and a over bed unit. We paid for these items on the day of purchase everything was fine delivery date was agreed for 12th February. The day of delivery arrived the wardrobe arrived safely then the delivery driver informed us that as he was about to get the over bed unit off of the lorry but the box had split cause the unit to get damaged. He said he'd report it before leaving and for us to report it to the customer service line. We did this and they informed us once it was back at the warehouse they would look into why it was damaged, but in the meantime they would order another one and it could take up to another 4 weeks to arrive as it will be coming from German. I rang them a couple of days later to see if any progress had been made and if we had a delivery date. Now I've been informed it will take up to 6 weeks for delivery, So in total it will take around 15 weeks for us to complete our bedroom furniture. This is not on as it was there fault for the damaged goods, we didn't even get to see the unit as it stayed on the lorry. Benson for beds are quick to take your money but are not willing to pull the stops out for you if they make a mistake with your Delivery!!!!!! :mad::mad:mad:

benvilla

I recently bought a mattress from Bensons. When it was delivered, unfortunately the drivers cause some damage to venetian blinds. When the damage was pointed out (them having turned a blind eye) they were incredibly apologetic, took pictures of the damage and told us to ring the store who 'would put right any damage caused'.

I rang the store who weren't interested and passed me on to customer services. When I explained they apologise and said they'd 'investigate' - I had concerns from this point on. I recieved a voicemail some time later saying that the drivers had no memory of any damage at all. They told me that they couldn't put it right as it was my word against theirs. I rang back and explained how shoddy it was that their drivers could 'forget' damage and that was the end of the matter in their eyes. The agent told me that the drivers' bonus system is linked to damage caused... where is the incentive to be honest then? Ridiculous. Eventually they agreed to repair/replace and I was to get quotes or receipts and email them.

Having replaced the blinds and emailed them the receipt, I heard nothing until I chased them. I was told that 'as I couldn't prove fault' they'd meet me halfway as a 'goodwill gesture'. I was disgusted because again I'm effectively being told I could be lying, when I know that their drivers were lying through their teeth. I'd paid £45 for it to be delivered and they couldn't fork out £49 to replace my furniture. It's not about the amount, but it's the principle of it; as soon as they've had your money they couldn't care less what happens. I said I wanted to formally complain and asked how I do this. I was told that basically I had already done so - they had no escalation procedure and couldn't take it higher if a customer was unhappy with their resolution. Having explained how flawed I felt their system was they agreed to pay the full amount and I'd recieve a cheque in 2 weeks.

3 weeks pass and no cheque. I ring up and they're very sorry but it takes 2 weeks for the cheque to be processed, but it was posted 2 days ago (9/11/2016). Another 10 days pass and no cheque. They must be using carrier pigeon? I rang up today to chase and was told that 'my vouchers had been ordered'. Turned out that the cheque had never been posted, in fact there wasn't a cheque. Someone had processed this wrong and requested vouchers instead of money. The chap I spoke to has said he's cancelled the vouchers and ordered a cheque for the full amount and will ring back in 7 days to see if I have it... I won't hold my breath!

No way I'll ever go back there again.

no1catman

Interesting reading the problems here, it seems endemic to the Steinhoff Group that they see no advantage in having good customer service, they rationale is always 'how can we screw the customer'.

All, we can do, is never go the them again Bensons or Harveys, use any means to publicise their bad practise - Harveys have a facebook page for example - full of complaints.

brewstered

DEPOSIT RIP OFF SCAM

Please measure the access to your bedroom as Bensons don't tell you this when you order your bed, if the mattress or bed doesn't fit up the stairs and has to be returned you will lose your deposit or 20% of the order value. Even if you go back to the shop and choose a different product.

The driver who delivered my mattress said they had 4 failed deliveries that morning. It was only 11.30!

They appear to make more money from keeping customers deposits than they do selling beds.

BEWARE!!!!

angel549

I have had the worst customer service from bensons for beds and really wish i had researched them before buying.

I only used them because they were cheapest, but for the hassle, I really regret it.

It started off with an issue on their website which showed one price on the product page, but a higher price in the basket. I used live chat to ask about it, and was fobbed off, just being told it was the delivery charge being added. Which it wasn't, as the delivery charge was being added seperately, and the price difference did not equal the delivery charge. I said this and was ignored on the Live Chat for 2 hours, until I said I had sent a complaint. Luckily during this time I had also taken screen shots of the web pages. Upon saying I'd complained, the live chat girl responded saying it was my fault and I had been looking at the wrong size price. I had taken screen shots to prove that the king size said £89.99, not £119.99! Funnily enough, when i checked again, the price i had changed. I questioned it, the live chat girl was rude, before ending the conversation with a very sarcastic "it was an absolute pleasure speaking to you".

I wrote a follow up complaint and also sent this to the Head of Customer Services. No response. Three weeks later, I got an email, simply asking me for the screen shots. I sent them, then heard nothing more.

In the meantime, we really needed a bed and had our heart set on one from bensons which we could afford. We went to the store to check the mattress. When the sales guy approached, I told him i already had a price to buy online. He said he'd try and beat it - great! However, we decided to changre our choice from medium to firm. I got confused with the signage and believed that the mattress was £100 more. When I said this to him ("oh, we think we want this one, it's £100 more expensive but think it will be worth it"), he did not correct me. When he asked me the price to beat, I said i would be fair and work the discount out based on the fact that the mattress was £100 more expensive. Again, he did not correct me. He met the new price. Once we got home, we realised the mattress was the same price for medium or firm. So feel very cheated out of the £80 that we could have saved getting it online!

Delivery day came, my slot was 12-6pm. I called at 11am asking for a more specific time. They said they couldnt give me one, fair enough, but that i was third on the list so would be earlier rather than later.... Finally, our bed turned up at 8pm. I missed my sisters 40th birthday meal because of it, and took a whole day off work for nothing.

We then also realised that the headboard was faulty. I wrote another complaint email. Two weeks later, I followed this up mentioning the Furniture Ombudsman, and suddenly i get an immediate response!! I was offered a £20 Bensons for Beds voucher as compensation, and a replacement headboard which would require me to book another day off work for delivery. We spent £1,000, and never want to deal with them again. What would i do with a £20 bed voucher?!

I asked if they would just be willing to refund the headboard and we'd leave it at that for fair compensation and i can go and buy a new headboard elsewhere. I was told they will only do this if they collect the old one. I dont trust them to actually refund it, and cant take more time off work.

I'm now wondering if I have a case with the furniture ombudsman or S75 act to get more compensation. I will never ever use this company again. Their customer service is shocking. You're lucky to get any type of response, let alone a satisfactory one.

Mr_McMahon

Purchased a bed in Middlebrook Bolton Store and was NOT told it was self assembly even after spending £800 on a bed but they would send someone out at a cost of £60 to assemble it.
The delivery came on time and they trampled mud all through the house and onto a brand new carpet laid less than 1 hour previous they then denied all knowledge of the fact and stated they will not do anything about it.
I now whish I had ordered from a local store and will never visit Bensons for Beds again.