Bensons for Beds
Reviews and Complaints

Delivery was arranged for Thursday 22nd July between 8.30am and 10.30am while I was on holiday. My mum was house/dog sitting and she waited in ..she received a call to say the delivery van had broken down and they will try to deliver once fixed. She told them she had a hosp appointment and that she wouldn't be home until after 2pm.

I saw on my ring doorbell that they arrived at my address just before 1pm...obviously my mum wasn't here to take delivery and I then received an email to say we deferred it !

My mum called the store and they said sorry and they would sort out another date asap.

My husband and I have been home since Thursday 29th June and are currently sleeping on the sofa...numerous calls and messages to Bensons only to be told 18th July is the earliest they have for delivery as the mattress is out of stock and as they still say we deferred delivery it there is nothing else they can do ! I suffer from chronic back pain and cannot sleep any more nights on my sofa...I am having to sleep over at my parents house which is a half hour drive away and then returning home to take over from my husband so that he can go to work while i get my youngest up and sorted for the day.

On 16/3/23, I looked out of my window and saw a large lorry (MK17NWO) parked at the end of my driveway. The delivery driver had entered my property and was moving a barrier out of the way so that he could try to turn the oversized lorry around. Having spent several thousand pounds on the block paving, I came out and told him to leave incase he damaged it or any of the surrounding edging stones. At this point he became verbally abusive. He had his girlfriend with him as a passenger (I only assume this as they both spoke with an East European accent), and she too began ranting at me. I replaced the barrier, but he tried to continue driving over it. After physically blocking the lorry, he finally reversed from the narrow dead end road and started unloading a bed at a neighbouring house. Throughout this he kept shouting abuse at me as he put my neighbour in an awkward position. I called your company to make a complaint, and a lady took the details to pass on to your distribution centre. She said that a Manager would call me back, but it has now been 2 weeks and I haven't head a thing.

Order the Tech Motion Plus Adjustable Divan Bed Set, king size (2 single beds joined together) with the sleep guarantee £2700. We already bought a mattress with them under this guarantee and returned free of charge. My wife and I spoke to the store staff independently and got told we can replace the mattress if we do not get on with them. I ordered it online and delivery date set, items didn't turn up as there was a duplicate order so had to wait in another day. After a short time, I contact customer services and asked to replace one mattress and was told that I haven't had them long enough to replace them, phoned a week later an asked again no problem I will put the request through, and they will contact you shortly. They contacted me and informed me that they need to return the whole order both beds and mattresses and charge me 10% of the order £270 and a delivery charge to which I wasn't told how much. They are not willing to replace one side of the bed mattress. I asked why they are wasting time money and products and just got told that's how it happens. I have now had to go and buy a new mattress that is cheaper that what they are wanting me to pay. Ive had 2 mths with minimal sleep which is now starting to affect me.

I ordered a sensation elite cr firm mattress for £2,449.99. Was given a time slot of 13.05 - 15.05 and was told to expect a phone call when they were half an hour away. At 9.25 am i got a phone call to say they would be here around 2pm. I left work early so i would be at home for the delivery. At 4 pm still no sign of them and as i had to pick my daughter up from school, had to wake my husband up, who works nights . Finally at 4.25 pm they turned up, nearly 2 and anhalf hours late. No phone call or apology. They brought the mattress in and left. When my husband went to take the plastic of it, noticed the plastic was torn and the mattress had 2 rips in it andnwas dirty.

Good afternoon,

I wish to submit a complaint in relation to the delivery of our new bed. We placed this order on the 27th December 2022 and have waited just over 2 months for our bed to be delivered, on delivery (Tuesday 7th March) I was informed by the man that the mattress had been damaged due to the way it had been wrapped, the springs in the mattress had snapped meaning the mattress could not lay flat and was not usable. My partner rang Benson for Beds at 10:30am and was informed that all you could do was bring the delivery date forward to Monday 13th March and advise us to buy an air bed from Bensons up to £50 and send the receipt to yourselves and you’ll reimburse us. I'm sorry but this is not acceptable, we are in a one bedroom flat and no longer have a bed to sleep on as we had to make room for the delivery of our new bed, we spent a lot of money on this and you now want us to spend another £50, assuming that we have that money just laying around, I know you said you would reimburse us but no doubt it’ll be a long process for us to get that £50 back and it’s also not the point. Neither of us work from home so will now need to take another day off work meaning we will lose money due to a mistake your company made and for this I would like compensation of some sort.

I look forward to hearing from you.

Kind Regards,

Hannah

Bensons are the worst company ever. 3 failed deliveries for a duvet, the bed delivered without instructions. I promise you. I will destroy your company you useless inbreds .

Social media and review sites will be inundated. I have thousands of followers. I receive millions of views and shares.

You made my wife's life hard now you [censored] will pay.

P.s I have a law degree so watch out for complaints and the compensation you will receive.

1st of all the sales guy put through hinged doors on a sliding wardrobe, I noticed this when I got home.

I was not advise of how high the bed would be, the mattresses we tried in the shop and the bases were no where near as high as this bed!, meaning my dog can not get on the bed, this should have been advised upon purchase. I would never have bought it if I would have known that I would be unable to sit on it without jumping on. I feel the money I have spent has been wasted.

Received the order for wardrobe, damaged, received again damaged, then received again damaged. asked for good to be removed, this process took from april-november 11th.

Every time a replacement was ordered after about 8 weeks and over by the time I managed to get in touch with the delivery company. I would get a text we have tried to contact you regarding your delivery, no one had. when trying to contact the contracted delivery company I could never get though, how can you get the goods if you cant contact the company, I then had to contact your customer services to advise I could not get an answer from the delivery company. This went on for weeks before the delivery happened. No wonder the good are damaged sitting in a factory waiting to be delivered.

the 1st replacement part was ordered incorrectly, a hanging rail was ordered and not a cornice, the replacement door was not ordered until they realised the replacement part was wrong.

requested refund to finance 16/11, this has still not happened to date. called 21/12 to be told this should have already happened on the 16/11.

Then I get an email to say I have purchased stain guard for the bed at £175.00, this was meant to be free.

I firstly want a statement of my account to prove the refunds have happened and the stain guard has not been charged.

secondly, I want compensation for the amount of my personal time wasted, trying to contact customer services, for the shoddy good I have received, this despicable customer service the company offers etcetc.

My address is 6n Cumberland Road, Moorside, DH88dw. Beverley Burns Tel [protected]

you will be able to access my customer services account to find out further details logged on this.

I will be contacting the media regarding the service provided from this supposedly reputable company.

If you require any further information, please use the contact details above, however I thing your inhouse records should provide everything you should require.

Please action all the above and then advise this has been done.

Yours sincerely

One very unhappy customer

Purchased a mattress and ottoman when we purchased the item we were told our old mattress would be taken and recycled .on delivery of our item we were told they would not be taking it , I contacted the store from where it was purchased and the salesman was not available and I was advised to contact your customer service to which I did but after 45 minutes of waiting on the telephone with no answer I terminated the call

Purchased a bed and mattress form Wolverhampton store May 12th 2021

Order Number C0462118

The following events then took place:-

1) Customer services 22nd Aug and spoke to Jill who asked me to send photos of the problem

2) 23rd Aug Photos sent

30 You organized Homeserve to visit me early Sept and they said both the mattress and the base were faulty

3) A month passes by and I was sent an email from Jessica Hunt saying

Replacement Mattress (M0463071) and Base (M463070) would be delivered 10the November

4) 10th Nov arrives and the driver arrives with the mattress but only half of a base I refused to accept one half but accepted the mattress

5) Driver makes a phone call and informs someone of the mistake, I was told I would be contacted within 48 hours

6) No contact was made and I emailed customer services 14th Nov expressing my total dissatisfaction with the lack of response

7) Email sent to me from Kelly Smith (14th Nov) Saying again the distribution centre would be in touch within 48 hours to confirm a new delivery date.

8) 21st Nov arrives and still no contact so I emailed customer services again

only to receive an email saying someone would be in touch within 10 days

9) upon receiving this email I telephoned customer services and spoke to Mike who said he would loo0k into this, he came back to me and said a the replacement base hadn't been ordered

10) After holding again he told me the earliest delivery would be 28th Dec, I am not available that date and we settled on the 3rd Jan hopefully 2023

11) He promised to forward me a complaints form, this never arrived

12) Total and utterly disgraceful service only pursued by me (distribution centre Customer service rates as zero it's taken over 17 weeks to get this matter resolved (that's if the base arrives in one piece when promised 3rd Jan

13) You have my personal email and telephone number so please reply to those and not this email address.

Regards

John Walton

I’m absolutely frustrated and flabbergasted with the terrible service we have received from Bensons for Beds. We ordered a very expensive mattress before we moved into our new home which came with a promise of delivery 3 weeks later as we moved in. The short delivery time was the reason we made the decision to purchase from Bensons in the first place. It was due on 30th September and we received a text message on 3rd October telling us that it had been delayed another month and that we had requested the delay! So the delivery promise has now turned into 2 months and we still have not received the mattress so continue to sleep on a temporary mattress on the floor. Every contact we have tried to make with the customer service team has been ignored with their standard default email of “Unfortunately, the information that you have provided is insufficient for me to access your account and pass security.” despite giving every detail they had asked for in several times. Calls to the customer help team take you through all of the extensions until you reach a “I’m sorry our team cannot take your call at this time” and subsequent after a long frustrating wait I am cut off each time. I believed Bensons would be a good solid British manufacturer having had 70 years history in the retail industry, but I would not buy from them again or recommend them to anyone. Their service has been disappointing, frustrating and shockingly poor.

On 9/5/2022, we firstly ordered 2 wardrobes at Bensons for Beds at Nottingham (order number D2086578). Later, we were confirmed that the wardrobes will be delivered on 4/8/2022. On that day, the wardrobes were delivered but one of the parts of the larger wardrobe was missing. Therefore, only the smaller one was left at our home and all the parts of the larger one were taken away by the workers. But there was no explanation that why such incident happened.

Later, we were informed that the larger wardrobe will be delivered on 7/9/2022. However, nothing was delivered on that day. We contacted customer services and finally knew from the shop sales that the manufacturer has changed the product code so that no order was placed at that moment. We subsequently were notified that a new order was placed on 8/9/2022 (with new order number D2087786D).

On 10/10/2022, I called back the shop and asked for any updates for my wardrobe. However, no update can be given to me and the sales said that it’s likely to wait until the end of October and the manufacturer will contact us directly for delivery.

From my first order date to now, it’s more that 5 months and I also see some errors in between, e.g. missing wardrobe part during delivery, change product code but no one know until the delivery date. Our clothes are placing anywhere as we don’t have any wardrobe at our new home as we plan to call up a fitter to fit the 2 wardrobes for us at the same time. Therefore, I would like to express my concern here.

I bought 2 beds from your shop

At the time of purchase I was promised that your delivery team will recycle my old beds and I paid according to our contact

Your delivery team made 3 visits for delivery above beds

The first set of team told they don’t recycle one of the bed frame and went away without delivery

Then a second set came and delivered one of the beds and told they only one to delivered and gave me another date 23/9/22

Today the third team came and told me I have first to put the old mattress in the Green bag and remove the Devan base and pack them otherwise they will not take them

I requested and explained this mattress is very heavy and it is not possible for me to put it in green bag.

He was completely uncompromising and started taking photos and telling they cannot take them unless the bed is completely dismantled

When we bought the above items the shop keeper advised we will only need to put the green bag on the mattress and the rest will be done by the delivery person

Also through your email you advised us not to through away any thing before delivery

I have never had such a bad experience

Bensons for Beds dispute

Order number - [protected]

27.02.2022

A mattress, base and headboard was ordered from the Nottingham branch in store. I advised that we did not have a move in date so asked if I would be able to alter the delivery address if we did not have the keys. I was told this was fine as long as I gave a few weeks notice. At this point I made our new house our delivery address and knew I could change it to William’s parents house (which is two minutes away in the same village) if we needed to. The delivery was originally due 12.04.2022 but on 29.03.2022 I called and changed it to 26.05.2022.

09.05.2022

We found out we were going to get the keys to our house one day after the delivery date. I called Bensons customer service to ask if I could change the address ( two and a half weeks before delivery) to be told changing the address would change the delivery date to six weeks later even though I was told changing the address wouldn’t be an issue.

26.05.2022

I had to rent an enterprise van and take the delivery of my mattress, base and headboard outside my new home and take it back to where I was staying around the corner. The delivery drivers turned up and spent a long time in the back of the van. They came out and told me that they only had half of the base loaded on the van. So they just gave me the mattress and headboard. After looking at the mattress they told me that it was damaged and asked if I still wanted it. I looked at the mattress and saw it had a big rip down the plastic covering and a big black mark across the mattress. I agreed to keep the mattress despite this. I later called customer service and was offered £200 Bensons for Beds vouchers or £100 cash. I took the cash and this was transferred to me. I took the delivery of the headboard but did not take it out of the packaging. Customer service advised me it would take six weeks for me to get my bed base so we slept on the mattress on the floor.

29.06.2022

I took a day off work to wait for the delivery of my base. When it arrived one half had a broken drawer and one half was wet, dirty and broken. The delivery men then unpacked the headboard that I received on 26.05.2022 to discover that also had a big black dirt mark on it. The delivery drivers advised me to keep the bed and get straight onto customer service as in bad cases Bensons have been known to deliver a replacement bed that same day. They confirmed that this case was the worst they had seen and definitely warranted immediate action.

I got straight on the phone to customer service. I told them I could not put my mattress on the base as it was very wet and dirty and would ruin my mattress. I told them I had no other space to put down the mattress in the house and did not know where I would be able to sleep. I was told they could not pick up the bed and send a replacement until 13.07.2022. She told me I could have up to £50 to buy an air mattress to sleep on. I asked for compensation and was told that they advise me not to take any until I have received my bed and I am happy with it as they cannot give more compensation after giving an amount even if I experience more issues. I told them that I was self employed and that every time I am waiting in for a delivery I am losing all of my earnings. I was told that I could claim back loss of earnings of £50 per day or £100 with proof.

I then drove to the Nottingham branch where they gave me a large green plastic sheet to put on the base so that I could put my mattress ontop.

13.07.2022

I took another day off to take this delivery. The delivery men were not informed that they needed to take away a bed or assemble the one they brought. Thankfully they did so anyway. There was no headboard on this replacement which I was told there would be. So I now had a ‘temporary’ bed base replacement.

27.07.2022

I took another day off to take this delivery. Again the delivery drivers were not made aware that they needed to collect a base as well as deliver one. The men then informed us that they only had one half of the base and no headboard. So yet again they went away and I called customer service. They told me that it was a mistake by the pickers as my bed base and headboard was in the warehouse it just was not loaded on the van. They advised me that they could deliver it all again on 2.08.2022.

28.07.2022

I received a call telling me that they could deliver the headboard on 2.08.2022 but not the base. They said the earliest I could get the base was 26.08.2022. I asked why it would take that long and was told that is how long it takes to make the bed. I told her that I was told the bed was already made and in the warehouse ready to go so I don’t see why four weeks is the earliest I can get it delivered. She agreed and told me to call customer service. I called customer service and they agreed there is no reason why it should be that long. I told the lady that I don’t want the headboard on 02.08.2022 if I am not getting the base as I cannot afford to take two more days off work unpaid for delivery. The lady told me she would cancel the headboard delivery and put it onto the base delivery. She told me she would make a few calls to get the delivery date brought forward and that she would call me back in 30 minutes. She did not call back.

01.08.2022

I called customer service and told them the whole situation and explained that I was told I would get a call back and never did. She was very confused by the entire situation and just told me that 26.08.2022 Is the earliest date I could possibly get my bed base (despite being told this would be able to be brought forward). She also told me that she did not know if the delivery of the headboard had been cancelled or changed so advised me that it would probably still be turning up 02.08.2022.

02.08.2022

I took a day off work as I was advised that the headboard may still turn up despite asking them to cancel the delivery. The headboard turned up with dirt marks on the bottom.

26.08.2022

I took the day off work but woke up to no communication from you. Previously I had always had warning as to when my delivery slot would be but this day I did not receive any. I called customer service and was informed that I had an afternoon slot. I received a call saying the delivery was 30 minutes away. When they arrived they informed me that they had two halves of a base. One half was one type of bed in grey and one was a different type of bed all together in cream. So again I have been left without my bed.

26.08.2022

I called customer service asking what compensation I could have. I was told the maximum I could possibly get is £100 in Bensons for beds vouchers as good will and that the company did not offer cash compensation in any cases.

I emailed the ceo ‘Mark Jackson mark.[protected]@bensonsforbeds.co.uk’ detailing my dispute. I received no reply (still true to 5.09.2022)

01.09.2022

I went into the Nottingham store where I purchased the bed to ask for help. They offered me another £100 voucher but that is all and advised me that I could not cancel my order either.

05.09.2022

I called customer service to claim back the loss of earnings which I was advised I was entitles to 29.06.2022. I was told that this was incorrect and that I was not eligible to any loss of earnings due to the fact that I was self employed. I told them the adviser that said I was eligible knew that I was self employed and said it was on a recorded call so she could check. She still refused this and only offered me £100 bensons for beds voucher. I requested a call back from her manager.

4.02pm on the same day I got a call back from a lady called Kris. She told me that the woman that said I was eligible was wrong and that I was not eligible for loss of earnings. She said all she could offer me was £100. I told her I was not happy accepting this as I have been told I am eligible and this should be honoured. I then requested a SARS report which she advised she would do for me but would take up to thirty days.

23.09.2022

I got a call telling me my delivery would arrive between 1.45-2.45pm. At 1.30pm they arrived and informed me that they only had half the base. Again. I asked if I was on VIP as I was told and they said they didn’t know what this was.

21/09/2022

A bed frame order number [protected]

This was paid for by Mastercard on 28 November 2020 by Mrs Jane Taylor of 9, Jubilee Close, Bidford-on-Avon, Warwickshire B50 4ED and it is now broken.

I have tried to obtain help at customer support on telephone number [protected].

I sent as much information in two separate emails as I could including three photographs on 8/9/2022 but have received no instructions or advice.

I would like to have the cost of £299.99 refunded please and the bed frame collected.

Jane Taylor

Bed ordered online 11th June 2022 was due to be delivered on 14/07/22 then rescheduled for 15/07, 16/07 not delivered, rescheduled for 19/07 delayed again then Iwas given dates 26/07 and 28/07.

Delivery company contacted me to say bed base had been damged and they had ordered a new one, they then contacted to say nothing had been done about replacement so I agreed for them to deliver mattress.

I have tried several times to get base replaced only to be fobbed off to transfer to another customer advisor and becoming 41st in queue, this is unacceptable as they have been paid in full for bed.

I do not reccomend purchasing goods from Bensons for beds and their customer service is useless.

Avery irrate customer

I bought a bed from Benson's in Sept/Oct last year, order number B6572829, I saved very long and very hard.

I first complained about the mattress costing 1,099.99, in Mar/Apr 2022, Benson's sent out they're expert (or at least that's what he called himself). He arrived with a length of cotton with a bean bag tied at each end. He draped it over the mattress and said nothing wrong with it and he had the final say.

After a few weeks Benson's contacted me and said no more action on their part and if I wanted to call my own expert at a cost to me then I could.

I think I paid enough for the bed, there is a large lump running down the middle of the mattress and when I sleep half my body is on the large lump, very uncomfortable. Most nights I sleep on the sofa.

All I want is an exchange for a different mattress, I am a disabled pensioner and cannot afford to save all over again, most nights I go to bed crying as I feel I've wasted my money. Please can you help me

Purchase date: 14.01.2022

At the current date (26.08.22) my wardrobe has been not fully assembled, there are parts missing and other parts damaged.

I contacted customer service in a few occasions and the store but nothing has been done and no one has ever come back to me.

Find below email sent on the 18th of July to the store where purchase took place and to [protected]@:

"Dear Adam

Following our conversation please find attached pictures from both deliveries.

Find below queries regarding both assemblies:

20th April:

- Missing door with mirror (it arrived broken, not well protected inside the box)

- Front top panel snapped

- The back of the wardrobe was left loose

- The bottom of 2 of the 3 drawers are hanging in the middle

6th of Jul:

- The door with the mirror doesn't close, it stops 7-10 cm to the end

- Front top panel snapped again for second time

- The back of the wardrobe is still loose

- I have been advise 2 more drawers will be ordered which will take a while as they come from Germany.

On top of all this, your order states 8 weeks delivery and it has been 25 weeks and the wardrobe is still not assembled properly and unable to be used.

On top of the £903.98 i paid for it, I have to add the expenses of two of my working days, which I get deducted of my wages, plus a third one which was booked on June. In this occasion I had to cancell it because the lady that arranged the delivery forgot to mention the assembly team needed the wardrobe completely empty.

After today's delivery, I also found a piece of wood outside the front door of my house. I assume it snapped from the panels of my wardrobe or from another customer's delivery.

In both files you can see the back of the wardrobe is loose so anything you try to store in, it will hang on the lower tier.

I believe Benson For Beds might figure out how unsatisfied I am with my purchase and the damage that has caused on my finances not to mention the inconvenience of having an useless brand new piece of furniture indoors.

I believe it is more than fair to sorted out once and forever plus a compensation for my financial losses.

Please kindly confirm receipt of this email

Thank you very much

Kind regards

Montse Gan"

After this email was sent I contacted the store again as it was impossible to get through queries. All my emails to queries were unanswered.

Someone at the store told me they will sort it out but it has been nearly 9 months since I purchased this wardrobe and it is still damaged, non operational and with missing parts.

Order number [protected]

i am absolutely disgusted with the diabolical service I have received from yourselves. We have spent over £2500 on a bed and divan which was due to be delivered on 5th August and on that morning I got a call to say they were sorry they had forgotten to put the mattress on the lorry and the suggestion by the driver was that it was pretty pointless delivering the divan without the mattress so I agreed to wait for a new date for both to be delivered which is today. However this morning I got a phone call from the delivery driver who said the divan was damaged but he agreed to come round and deliver the mattress. However when he got here the computer apparently said that you can't deliver one without the other! Where's the customer service in that! The driver did make a phonecall to someone who said we couldn't have the mattress unless I accepted the divan which I couldn't because it's damaged and needs replacing.

I phoned Chippenham store where we had brought the bed to be told ' he couldn't do anything and to phone customer services. That was about 50 minutes ago and as I was number 99 in the queue I am awaiting a call back. In the meantime we went into Chippenham store to be told by the surly lad who was there and obviously didn't give a damn about our situation that he couldn't do anything. Apparently the manager is not in til tomorrow and therefore he can't give us our money back. He can't do anything so if he can't help with customer queries/complaints what is he doing there? He couldn't even be bothered to try and help us and make a call or even pretended he cared.

All we wanted was for the mattess to be delivered today and we would have waited yet again for the divan set so unless that can happen we want a full refund and we will go somewhere who does care!

A phone call asap on [protected] could help.

Thank you

Mrs Sandra Hall

I took the afternoon off work and waited for my new mattress to arrive, our old mattress was collected by the British heart foundation, and after hearing nothing from Bensons beds I rang them and then finally got through to someone after being on hold for 40 minutes, I was told that the mattress wouldn't be delivered as it was damaged, this was the first I had heard about this. I was then put through to another number where again I was on hold for 40 minutes, got down to Q position 1, and then was cut off! Tried to call back but told offices were closed! We have no mattress to sleep on! and no communication from Bensons and are not able to get hold of anyone!

Paid for an order for a TV Bed, Side Units, Double Bed and two mattresses on 1st May 2022, totalling £5,500 with two separate delivery dates. The TV bed, units and mattress was due on 20th June. They arrived and part delivered the order advising that the bed was not in stock and advised that we should have been given prior notification - we did not. Called Customer Services, 99th in the queue, finally got through to be told order was delayed due to distribution issues and delivery would now take place on 12th July. 12th July arrives, delivery team turn up and unload lorry, however they only had 5 out of 6 boxes, so they loaded the 5 boxes up again and took it away and told us we would have to speak to Customer Services again. After another 45 minute wait in queue, we we explained the issue and we were told that we would have to wait until 11th August for delivery - clearly we moved to the back of the queue for deliveries again. We explained that this was not acceptable, that they had confirmed that they had all the parts in stock, so we were not prepared to be pushed to the back of the line again after two failed deliveries. As per usual, the customer services team unhelpfully told us that the computer says no, and they were completely unwilling to find any form of compromise. We decided that after 2 failed deliveries and no faith or confidence that they would get it right on the third attempt, and as a result of their breach of the contract of sale we wanted to cancel the order. We then spent a full week in queues and on calls with customer services refusing to give us a refund.

Firstly they told us we would have to do a 40 mile trip to the store we made the purchase at to get a refund on the undelivered bed and that customer services would refund us the money for the parts they did deliver. So we went to the store to be told, we can't give you a refund until everything is returned. We explained that was unacceptable, each item was purchased as a separate line item on the bill and they had not delivered the bed so we wanted the refund for the bed of £2069. They said no, not until everything had been returned. Asked to speak to a manager but no-one on duty so had to wait for a call back the following day. The manager called and said that he won't refund the money as the tv that was delivered needed to be returned first and that the first delivery date to collect it would be the 1st August. Again we explained that this was not acceptable as they should not have delivered the tv unless the order was complete and that we were not prepared to wait until August for them to collect the goods. The manager, Richy was incredibly rude and told us "I'm telling you how it is", no refund until the goods are picked up by their delivery drivers which won't be until August.

We have then spent every day since ringing customer services trying to find a solution to obtaining our refund with hours and hours spent in queues and really unhelpful customer service reps repeating that the computer says no. Finally we managed to speak to someone who said that if we returned the goods that had been delivered to the store, the store would then be able to process our refund and that this would be the quickest way of solving the issue. So off we went to deliver the side units and TV to the store. Once there they said that customer services hadn't updated the system correctly and so they were not able to process the refund.

Some more hours in queues and speaking to customer services who then told us that the person should never had told us to deliver the goods back to the store as they have no proof of delivery as the store can't update their systems, so still refuse to provide the refund. We asked for the matter to be escalated, she would not put us through to a manager, point blank refused and told us that the process was to raise an escalation ticket and that we have to wait for a call from the escalation team within 48 hours - another 48 HOURS, whilst they sit on all our money and refuse to refund it. So this is where we currently are in our long, drawn out, incredibly frustrating saga. No goods, complete failure throughout to deliver on the sales contract, hours and hours in queues and on calls, complete inconsistency on the advice given every day on how to solve the issue and now a refusal to speak to us as we have to wait 48 hours for someone to call us back, whilst they continue to sit on £2,628.98 of our money and continue to earn interest on money that legally belongs to us.