Bensons for beds Dispute, yet again

Gaz1712

It seems this isn’t a new subject here. We bought a mattress 2 years ago from Bensons that case with a 5yr gaurantee. We are now having to sleep with a pillow underneath it due to depressions and sagging that makes us feel like we are sleeping on the side of a mountain. We have taken photos, spoken to the local store and customer services who say that sagging is signs of quality. If they offer 5yr gaurantees with mattresses, I’m under the impression this would cover the standard of sleep and that it should be of similar standards experienced when we chose the mattress in store. They have said we will need to pay for an engineer to survey the mattress, and IF a fault is found (according to other online forums this has never happened), then they will refund the cost of the survey and exchange the mattress. As a consumer with the 5yr gaurantee, do I have any rights?

Has anyone else experienced such poor customer services from this shoddy company? Anyone suggest my next move? I’m tempted to save my money for legal advice rather than a surveyor who will probably achieve nothing. They will only accept a report from a recommended surveyor too!

BoGoF

You would be better posting this in 'Consumer Rights'...

dj1471

What does the guarantee say?

d0nkeyk0ng

Nothing to suggest you have to pay for an inspection:

https://www.bensonsforbeds.co.uk/5-year-bed-guarantee/

nightsky224

Gaz1712 wrote: »

It seems this isn’t a new subject here. We bought a mattress 2 years ago from Bensons that case with a 5yr gaurantee. We are now having to sleep with a pillow underneath it due to depressions and sagging that makes us feel like we are sleeping on the side of a mountain. We have taken photos, spoken to the local store and customer services who say that sagging is signs of quality. If they offer 5yr gaurantees with mattresses, I’m under the impression this would cover the standard of sleep and that it should be of similar standards experienced when we chose the mattress in store. They have said we will need to pay for an engineer to survey the mattress, and IF a fault is found (according to other online forums this has never happened), then they will refund the cost of the survey and exchange the mattress. As a consumer with the 5yr gaurantee, do I have any rights?

Has anyone else experienced such poor customer services from this shoddy company? Anyone suggest my next move? I’m tempted to save my money for legal advice rather than a surveyor who will probably achieve nothing. They will only accept a report from a recommended surveyor too!

We are in the same position, being asked to pay for an engineer. Di you pay in the end?

Nile

Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.

I’ve moved your thread from the ‘In my home’ board to the ‘Consumer Rights’ board, where it is better suited.

Regards

Nile

PurAsc

Your first point of call should be to check what is actually covered in the guarantee. It is common for guarantees to only cover specific things so if your fault is not covered by it, they are unlikely to reimburse you.

It mentions on the Benson for Beds website that they are members of the Furniture Ombudsman. These offer advice to their customers about their products and services. So, it might be good to get in touch with them and see what they say. Their contact details are below:

Telephone: 0845 6532064 or visit https://www.thefurnitureombudsman.org

Ian011

PurAsc wrote: »

Telephone: 0845 6532064 or visit https://www.thefurnitureombudsman.org

The Furniture Ombudsman should not be using a premium rate 0845 number.

Ah, they are not. The correct number is 0333 241 3209.

Bensons have information on their website that is many years out of date.

monstercat

I, too,bought a mattress from Bensons for beds in April this year. Immediately noticed that there was a dip in the centre of 6.5 cm which means that I am sleeping on a slope from the top to the centre and from side to centre. Took photos,showing the dip and incline of a body lying on the surface,sent them to customer services at Bensons. They sent out FIRA inspector. Result: "no fault" They have refused to let me have a copy of the report. No explanation of how there is no fault. I am stuck with a mattress costing £839 which is literally saucer shaped. I don't know of any way to get redress. Is this consumer protection?

shaun_from_Africa

monstercat wrote: »

They sent out FIRA inspector. Result: "no fault" They have refused to let me have a copy of the report. No explanation of how there is no fault.

Despite what they say, from my experience, FIRA are anything but unbiased.

A few years ago, my mother purchased a very expensive sofa and chair which turned out not to be suitable for her so she decided to sell it and arranged for a couple of different dealers to come and inspect the furniture and give a price.
After inspecting, both of them declined to purchase because the legally required fire approval labels had not been securely attached to the furniture as required by law. (In both cases the labels were simply attached with tiny plastic ties of the sort used to attach labels to clothing).

Despite this, the "report" from FIRA simply stated:

Lables are adequate fir furniture in question

They are not typing errors, that's exactly how the one line report was worded.

I then contacted FIRA asking how a label that could be removed in about 1 second could meet the legal requirement of:

The label must be durable and securely attached to the furniture (i.e. cannot be removed without causing damage to the label or the product and must be able to withstand the normal wear and tear of everyday use and misuse).

and they couldn't even be bothered to reply.
Independent and unbiased?
Not a chance.

Monstercat,
your only real options now are to see if you get get another inspection and report carried out then try to use this to counter the FIRA report or contact the mattress manufacturer and try a warranty claim.

monstercat

Thank you. I am trying to find the address of the manufacturer to do just what you say.