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Bensons for beds - cancellation within 24 hours but still charged me £480!

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Bensons for beds - cancellation within 24 hours but still charged me £480!

5 replies 352 views
RBizzRBizz Forumite
28 posts
Second Anniversary 10 Posts
I am at my witts end and wanted to see if anyone could advise me on the issue I am facing at the moment. 
Last week I went into a Bensons for beds store to have a look for a new bed, to get ideas on pricing (since its been a while since we have changed our bedframe itself) 
I was approached by a man in the store, who then began 'selling' to me, he was pretty full-on and quite pressurizing, as I was the only person in the store it wasn't just him either his 'manager' also followed us around a bit too. 
I explained how I was really interested in a particular bed (divan so base and mattress) but wanted to come back in a few days with my husband, as its not just my call. I was then told about some great deals which were ending that day, so what they could do was put the order through with the discounts, then if I can come in with my husband the morning after the order, if he doesn't like it I could cancel or change the order within 24 hours with no charge, any longer than 24hours it would cost 20% of the overall purchase price.
I agreed to this, as it felt reasonable, signed the forms and went on my way. I got home and my husband mentioned he could no longer come into the store the next morning, so as I would then be going over the 24hours, I called to cancel the order (less than 4 hours after the order was made!) to cancel, letting them know we would then come back in a few days as planned and choose together, and not worry about losing the discount etc. 
I called the main customer service number and was spoken to like a piece of lord knows what, and told I can cancel, but it would be a 20% charge, the call handler himself slipped up and said I could cancel or amend within 24 hours for no charge when I asked for his name, I was told 'i'll give you my name, thank you and goodbye' and I was promptly hung up on! 
I then called the store, who agreed to cancel my order, but again I would have to forgo the 20% of the overall cost of the bed! 
I am trying to find out what my next steps can be, I have raised a complaint with Bensons and they have said unless the store can confirm they told me it would be free to cancel within 24 hours (which they are now denying) they are still going to charge 20% of the full value. 
I have read somewhere about any such charges need to be reasonable, and considering I canceled within 4 hours they had not yet occurred the expense they claim this 20% goes towards (as all their beds are custom made, the 20% covers for the cost it costs them to order the bed with their supplier) 
Another issue I have is since I started the complaint they have now refused to action my cancellation until the complaint is resolved, so I am still in limbo. 
Question is - is there anything I can do about this who saga? 
Also I have currently only given them a 10% 'deposit', so can they legally make me give them the extra 10%, even if they don't rule in my favor in regards to the complaint. 

TIA! 



Replies

  • pinkshoespinkshoes Forumite
    17.4K posts
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    ✭✭✭✭✭
    Have you put it in writing that as per the agreement made in store, you cancelled within 4 hours of ordering, so would now like your full refund as agreed?

    (if not, do this first)
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
  • sherambersheramber Forumite
    7.4K posts
    Sixth Anniversary 1,000 Posts Name Dropper
    ✭✭✭✭
    Heading says they are charging you £480.
    You say they want 20%.
    Is 20% of the cost £480?
  • RBizzRBizz Forumite
    28 posts
    Second Anniversary 10 Posts
    sheramber said:
    Heading says they are charging you £480.
    You say they want 20%.
    Is 20% of the cost £480?
    No 20% of the cost of the bed is £480 
  • RBizzRBizz Forumite
    28 posts
    Second Anniversary 10 Posts
    pinkshoes said:
    Have you put it in writing that as per the agreement made in store, you cancelled within 4 hours of ordering, so would now like your full refund as agreed?

    (if not, do this first)
    Yes I have put the complaint in whole in writing, but now the store have now said they didn't tell me I could cancel (of course they would since it seems they were going against company policy when agreeing to this!) so bensons are refusing to account for that part of the complaint and are now requesting the further 10% owed. 
    Usually they take a 20% deposit, so if you cancel they just keep the deposit, but the store let me only do a 10% deposit, so they're now chasing for the other 10% - which I am not sure what to do on, I want to not pay it but don't want to risk them taking me to court etc. 
  • soolinsoolin Forumite, Board Guide
    64.9K posts
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    ✭✭✭✭✭✭
    RE: the forms you signed- what do they say about cancellation?
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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