BFB Misuse claim

kirstymichekle1993

Hi all, bought a bed from Bensons For Beds last Boxing Day that arrived March 2021. It broke the other day when my partner and I lay on it. The customer service team have been so unhelpful with getting back to me via email, social media and calls so I rang again today. They women on the phone said it must be down to misuse and that I need to pay for a technician to come out in the new year at a £60 charge to come and check. Reading on line Home Serve seem to just class it as misuse and be done with it. The bed is not even a year old! I don’t know what to do! We don’t jump around on the bed and it should be able to take the wait of both of us (about 310 pounds between us) I am just fed up with talking to them on the phone and getting the same response after looking at the file 

Aylesbury_Duck

The woman on the phone is correct that after nine months, they are entitled to ask for it to be inspected to see if it's a fault or down to misuse.  You are at liberty to arrange your own inspection or you can accept theirs.  If the inspection shows it's a fault, then you are entitled to a remedy, which will be BFB's choice of repair, replacement or partial refund.  Plus the cost of the inspection back.  

From your photos, it looks as if bolts have pulled through chipboard.  How much was the bed?  Expectations of quality will be proportionate to price, and a bed made of chipboard is likely to be right at the bottom end of price and quality.