Bensons for Beds Dispute, help please.

Taroccoorange · 16 March 2017 at 5:17PM

We bought a Sealy Mattress & Divan bed in Bensons for Beds’ February sale. In order to make the deal to happen at that time, the store manager threw in two pillows (retail price £31.98) and a King size mattress protector (retail price £22.99) for free. Under the recommendation of the store manager, we also bought a Bensons for Beds’ own branded headboard (retail price £239.99) with a small discount. At that time, the store manager has done two invoices for us due to the Divan bed & mattress will be delivered by Sealy and the pillows, mattress protector & headboard will be from Bensons for Beds. The invoice with two pillows, mattress protector & headboard is £220, so effectively, we had £19.99 discount from the original headboard. The pillows, mattress protector should have been on the same invoice with the Devan bed & mattress and free.

When everything was delivered 2 weeks ago, we found the headboard doesn’t fit the bed & mattress, as the mattress is too deep for the headboard, the mattress exceeded the Devan base by 2 inches. We received the bed on a Saturday and we went to the store on Tuesday evening hoping that this would have been resolved, but we were told the we would have speak to the store manager who placed the order for us, and we returned on Thursday night, the store manager admitted straight away that was his mistake, he will try to rectify it and also promised us he’d call on Saturday. We didn’t receive any phone calls on Saturday, so I called on this Tuesday night (where they have 20% off everything offer on, that means Sealy’s matching headboard is £295.99, original price is £369.99). I was told we would have to pay for one hundred pounds more to swap the headboard. I couldn’t figure out why. As we had £19.99 discount before, and paid £220 for the headboard already. The gap I need to pay is £295.99-£19.99-£220=£56. I went to the store again last night, but the manager isn’t there again. I spoke to his colleagues and they agree with I said and promised the store manager will call me today.

Today, the store manager rang and ask me to pay £93.96 for this new headboard. I asked how did he worked out this figure. He said he could give 30% discount on the Sealy’s headboard, which is £258.993, which I don’t have any dispute of. He said I paid £165.03 for the original headboard, and the difference is £258.993-£165.03= £93.963. I asked how did he work out I paid £165.03 for the headboard, as it shows on the invoice I paid £220 for it! He said the invoice includes the discount for pillows & mattress protector £54.97 and when you deduct the discount it becomes to £165.03. But, the “pillows (£31.98) & mattress protector (£22.99)” supposed to be free with the bed and mattress, not when I am buying the headboard! As you can imagine the conversation didn’t go down well. The store manager insist on I am paying for the £93.963 difference. I insist on that the pillows and mattress protector were meant to be free as we purchased the bed & mattress we shouldn’t be paying for it.

I want to escalate this, so I asked to speak to the store manager’s boss, and he said that is the best offer he could offer me, and I’ll have to speak to their customer service. After holding on the customer service line for 30 minutes I finally got through to someone, and after explained all above, the customer service advisor told me I have the resolve the issue with the store, as the I purchased the goods form the store.

Now I have the headboard I can’t use for nearly 3 weeks at home, and all the hassle I am having at the moment over this very expensive bed, I am even thinking of returning everything.

If the store manager’s attitude has been right and we settled on the difference between current and new headboards of £56, I would pay for it, and now I felt like I am being conned. Anyone has any suggestions of where should I take this please?