Sagging Bensons Bed

Sculpture55

Mattress started sagging after 6 months (bought Nov 2023), gradually got worse, causing back pain. Contacted Bensons Beds about getting a replacement and they sent a Bed Assessor to examine it.  He measured the sag at 5.5 cms (apparently it's a fail at 3.5cms) and said it would need replacing. However, when I contacted Bensons about this, they claim that the slatted base has caused the problem - because they are spaced 8cms apart instead of the 7cm they require. I measured the space and only get it to 7.5cms. I have another slat base bed with a 12 year old mattress that is still as good as new - so I disputed the cause of the sagging. I spoke to another furniture assessor, who said it was nonsense that the firm was trying to blame the slats. Bensons won't give me a replacement mattress and won't even offer a discount off a new one. I want everyone to know how poor the customer service is. I even visited a Dreams bed store and many of their slatted beds are 10cm apart and they are happy to use them under their mattresses.

daveyjp

Was this a 'mix and match' purchase i.e. buy a bed then buy a matrress?  If so the bed base and mattress have to be matched.

Not every matress is suitable for every bed base.  If they weren't matched the mattress may be totally unsuitable and that is down to Bensons.

the_lunatic_is_in_my_head

Sculpture55 said:

 I spoke to another furniture assessor, who said it was nonsense that the firm was trying to blame the slats. 

Get that in writing, send Benson's a letter before action to their head office with a copy of the inspection requesting a replacement or you will reject for a refund.

Refund can be reduced to account for use after 6 months, they typically last 6-8 years, although can go longer at the higher price range so you can do a rough calculation to get to a fair amount to request as a refund.