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Bensons for Beds Refund Request
Joisen
Posts: 9 Forumite
Quick summary on 7th November 2018 we went to view a king size bed in Bensons for Beds in the New Cross Store London
We really liked it and immediately paid in store. We were told the bed would be delivered on 30th November 2018.
The bed was delivered on 30th November 2018 and upon inspection it was the wrong size. It was a double not a king size as we had wanted.
We called the delivery driver he did not answer our call.
We called the customer helpline and spent 2+ hours on hold. We were told we were entitled to a full refund and they would collect the bed.
It transpires from the call the staff member in store ordered us a double not king size and we had only paid for a double. The staff member in store has now left the company.
We asked about if we could pay the extra to upgrade to a king size instead.
They said yes you will need to speak to the store.
We asked if the bed would be delivered before Christmas as we absolutely needed this. They said yes.
When we spoke to the store they said the first delivery date was 5-6 weeks away 7th January 2019. This was not in keeping with the conversion we had with customer services.
We called back customer services and after 2-3 hours on hold they said we could no longer have the refund as we had chosen another option.
We pointed out they said the bed would be delivered before Christmas and this was not true and that on this basis we would like the refund option.
They said we were no longer entitled to a refund.
Since then we have raised several formal complaints with Bensons for Beds by email which have gone unanswered.
It is a very frustrating situation .
Myself and my partner are currently sleeping on the floor on a mattress and have been since 30th November 2018.
It’s beginning to affect our physical and mental health.
Any help is much appreciated.
We really liked it and immediately paid in store. We were told the bed would be delivered on 30th November 2018.
The bed was delivered on 30th November 2018 and upon inspection it was the wrong size. It was a double not a king size as we had wanted.
We called the delivery driver he did not answer our call.
We called the customer helpline and spent 2+ hours on hold. We were told we were entitled to a full refund and they would collect the bed.
It transpires from the call the staff member in store ordered us a double not king size and we had only paid for a double. The staff member in store has now left the company.
We asked about if we could pay the extra to upgrade to a king size instead.
They said yes you will need to speak to the store.
We asked if the bed would be delivered before Christmas as we absolutely needed this. They said yes.
When we spoke to the store they said the first delivery date was 5-6 weeks away 7th January 2019. This was not in keeping with the conversion we had with customer services.
We called back customer services and after 2-3 hours on hold they said we could no longer have the refund as we had chosen another option.
We pointed out they said the bed would be delivered before Christmas and this was not true and that on this basis we would like the refund option.
They said we were no longer entitled to a refund.
Since then we have raised several formal complaints with Bensons for Beds by email which have gone unanswered.
It is a very frustrating situation .
Myself and my partner are currently sleeping on the floor on a mattress and have been since 30th November 2018.
It’s beginning to affect our physical and mental health.
Any help is much appreciated.
0
Comments
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BENSONS disgraceful service
Bensons for beds sold my aged mother an adjustable bed for over £600. She was not well when she visited the shop and was unable to try properly. The bed was delivered, built up and was promptly discovered not to be appropriate. Bensons were contacted immediately and asked to come and collect without it being used. They have declined and now my 85yr old mother has the anxiety of this which is making her even more ill. Bensons has no empathy, consideration for their customers or scruples. Customer services are a disgrace and took weeks to even bother to reply. Do not go near them if you want any sort of considerate after sales service.0 -
BENSONS disgraceful service
Bensons for beds sold my aged mother an adjustable bed for over £600. She was not well when she visited the shop and was unable to try properly. The bed was delivered, built up and was promptly discovered not to be appropriate. Bensons were contacted immediately and asked to come and collect without it being used. They have declined and now my 85yr old mother has the anxiety of this which is making her even more ill. Bensons has no empathy, consideration for their customers or scruples. Customer services are a disgrace and took weeks to even bother to reply. Do not go near them if you want any sort of considerate after sales service.
What have they done wrong?0 -
BENSONS disgraceful service
Bensons for beds sold my aged mother an adjustable bed for over £600. She was not well when she visited the shop and was unable to try properly. The bed was delivered, built up and was promptly discovered not to be appropriate. Bensons were contacted immediately and asked to come and collect without it being used. They have declined and now my 85yr old mother has the anxiety of this which is making her even more ill. Bensons has no empathy, consideration for their customers or scruples. Customer services are a disgrace and took weeks to even bother to reply. Do not go near them if you want any sort of considerate after sales service.
Sorry, but Benson's have done nothing wrong. Your mother chose, ordered and paid for a bed and they delivered it. There aren't different rights as a customer because she's "aged". If she is lacking in capacity then get a power of attorney put in place and take control of all her financial decisions.0 -
I’ve had to sleep on a mattress on the floor once for a while .It did me no harm whatsoever0
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