Bensons for Beds
Reviews and Complaints

Having emailed bensons for beds several times - I have still not received a reply from them.
The mattress they delivered is not the one I requested when I ordered it from the showroom at the Mayflower Retail Park in Basildon, Essex.
This mattress Is a firm one - the one I said I wanted was a soft one.
I cannot sleep on this mattress and am currently sleeping in a reclining chair and am consequently getting very little sleep
The reason I requested a soft mattress is that I have two metal hips and if the mattress is not soft - it causes me a lot of pain.
I have told Bensons for Beds all this, and they have still not contacted me in any way.
I need the mattress to be changed for a soft one - which is what I asked for on the day I ordered it!

I ordered a bed frame and 2 mattress coming to nearly £2000.

We were advised that delivery would be within 10 weeks, but 4 months later we still haven't received anything. We'd had various dates thrown at us as suggested delivery but all were cancelled. I then emailed and asked for a refund but had no reply, I was just completely ignored. Very frustrating when they have your money for months, but you can't get it back.

We were then given the 3rd on August for part of my order to be believed. When the designated time slot came and went I tracked my order and saw that it had apparently been delivered and signed for by the driver! No idea who they'd given it to? So I phoned the number on the email and unsurprisingly, after dealing with the switch board, they just said there's no one to take your call and just hung up!

So I phoned a store to see if they could advice me and they were absolutely no help; just said they didn't deal with online orders and it basically wasn't their problem! Again terrible customer service!

I then found another number which was to make an order, which unsurprisingly WAS being manned; so they staff the departments that take your money and that's it! I had to wait 40 minutes to get through to someone and explained the situation. I unfortunately got through to the most horrible, rude excuse for a customer service worker I've ever dealt with. He spoke over me every time I tried to speak, told me that I was ‘taking a tone' when that was most certainly him! He said that I just had to wait to see it they delivered later in the day and said he didn't know why I'd had confirmation it was already delivered - I should just wait. And then in terms of the item I'm still waiting for he didn't know when that would be so I just had to wait. I explained to him that I'd previously requested a refund and had no reply and he just said ‘just wait or email them again' so basically he did absolutely nothing but be rude and underhand. He didn't phone the driver to check the delivery, or send me a link to the refund department or just generally be nice and polite. I then asked for his full name and he said ‘I'm not giving you my last name even if I had to'... his first name was Steven and if anyone needs to lose their job and go work in a sewer it is this guy!

So basically I've had my money taken, my items refused to me, a refund request ignored and an awful phone call with someone who took pleasure in giving me no help whatsoever.

I want my money back but god knows how! I'm just really angry about every element of this company's dealings

Sarah turkaly

At nearly 11 months of battling and being fobbed off we have had enough of these cowboys.
Last August we purchased 2 wardrobes, when assembled the doors on mine were so bowed they didn't sit properly on the runners and although the doors on my partners wardrobe were sitting better they were also bowed.
The hanging rails in my wardrobe also kept on falling out, I had nowhere to hang my clothes.
First call to Bensons we were told there's nothing we can do, you have the product now!
After a few calls on our part they arranged for Servico to come out and have a look.
Servico reported to me that the wardrobes were correctly assembled and all 4 doors were bowed so they would order some replacements for us.
6 weeks later I received a call to arrange delivery of my new DOOR.
Off I trot to call customer services, only 1 door was ordered, not the 4 we needed!
I told them under no circumstances would we be accepting delivery of 1 door and they need to order the correct number.
I was told that wouldn't be happening and when would I like my new door delivered.
A week later one of my partners doors fell off of its runner, landing on my partners foot.
So here started another round of phone calls and emails.
I made sure we pointed them in the direction of the Consumer Rights Act 2015 and how I'd never had a fully functioning wardrobe and had been sold a faulty product, so they agreed to send Homeserve out.
The technician came to my home the day after my brothers funeral (not really great timing, but I wanted a resolution) and told me the wardrobes were correctly assembled and yes, the doors were bowed, we were never shown a copy of the report, but were told by Bensons that it states the wardrobes were poorly assembled and they needed to be mounted to our walls, which we were not happy to do!.
We then had to chase Bensons again after the door came off and was starting to worry us, I explained to them that I'd just lost my brother and didn't need the added stress of the wardrobes on top of grieving.
They showed no reaction or compassion and after sending an angry email to Alan C Williams we were contacted and offered a goodwill gesture of 4 replacement doors and a technician to install them.
So we hit January and the day of the delivery of the doors and installation.
The very charming gentleman that our local store use for assembly arrives to install the doors, he wastes no time in handing me a pile of his business cards, he takes a look at the wardrobes and recommends that it is a job for 2 people and he would need his colleague, so another date is arranged.
We also booked him for some private work because we believed that if he's approved by Bensons he must be a quality tradesman.
He comes back to complete the wardrobes and when he's finished instead of having my wardrobe fully assembled, I'm now left with a pile of wood on the floor!
He said it had collapsed?
I found him wandering into rooms in my home he had no need to be in and taking a photo of my baby Tortoises without my permission.
We take his word for it and let him complete the private work, he hung the pictures way higher than we'd asked, my mirror wasn't central in the wall, it was so high it hit the ceiling (I now had ugly holes drilled in my newly painted feature fireplace, damaged plaster in the hallway where he'd ripped the hooks out of the wall after id asked him to lower the height) and my newly sanded and polished wooden floor was deeply gorged by his colleague when he was handling our mirror.
He did answer one of our communications and admitted responsibility for the damage, but ignored further communications to pay for the damage to be rectified, the damage at that point would cost us over £750 to rectify.
We decided to google the tradesmans name and discovered a newspaper article which showed a court hearing which concluded in him having a criminal record and being entered onto a "REGISTER" for 10 years which has restrictions.
I can only speak cryptically about the offence but feel sick that Bensons see no issue in this man entering family homes to carry out work for them.
We were told by our local Store Manager that the tradesman had damaged the wardrobes and was having to pay for replacement parts due to the damage he'd caused and he'd admitted liability for.
The stress of it all on top of the loss of my Brother severely affected my mental health and I had a breakdown in January.
So just as lockdown was announced, our new technician was cancelled and we hit lockdown with all the scrap wood, dis-assembled parts in our spare room and me getting so fed up of living out of bin bags I had to buy a clothes rail and storage boxes.
We had no space due to my clothes being moved into our bedroom on the rail, it made lockdown very claustrophobic and left us with 80% of our flat showing signs of destruction from the technician.

We got to the day the store reopened and paid them a visit, we were once more fobbed off and sent to call customer services as the wardrobe door had once again fallen off.
Infact the store manager was more concerned he'd not had wardrobes himself for 4 months, I was just hitting 10 months at that point!
This time after informing them we have a relation who works for the BBC is very eager to make our story viral, they agreed to fully refund us and arranged collection of the wardrobes a goodwill gesture for 10 months of never having a wardrobe I could hang my clothes in and some money towards repainting our bedroom walls that we'd discovered the rogue trader had damaged whilst working on the wardrobes.
The wardrobes were collected last Friday and we were told to leave it 2 working days before the refund could be processed.
There was still nothing yesterday so we sent an email to Gary O'Brien and received this reply today:

Thank you for your recent contact.
Please can I ask that you hold this for now. After the news regarding Harveys last week we are undergoing restructuring to the business so all payments are on hold at the moment until further notice from the administrators.
We will update once we have any further information.
If you require any further assistance, please do not hesitate to contact us.
Today's response has been that we now have to wait until further notice to receive our refund (despite it being over over the time they originally told us we had to wait) or contact the administrators ourselves.
We have told them as the consumer we don't have to do that and we have evidence they were still issuing refunds the day before they told us we would have to wait.
We feel beyond angry, they now have our money and our product, we've given them 3 working days to make this right before we start court proceedings.

I am still waiting for my refund since May 7th 2019, and Bensons for beds only playing game.

My Name is [removed] Order Number is C0041275 and this is my Ref Number: Q120866 - dispute furniture Ombudsman with Bensons for Beds.

I received last email from Dispute Furniture on 27/9/2019 about I am going to receive my refund within 28 days.

After remaining 3 days of September, +31 days of October, +30 day of November, +31 days of December, +31 days of January, +29 days of February and + 12 days of March in total 167 days but I am still waiting for refund.

3+31+30+31+31+29+12 =169 Days still waiting for refund.

I sent emails on 27/11/2019 28/11/2019 20/12/2019 6/03/2020 to Bensons for beds about my refund but still waiting for refund.

I clearly mentioned to Bensons for Beds about my husband's mobile number is not working anymore due to fraud has been done through the phone, I provided my contact details but I haven't received any call from Bensons for Beds.

Bensons for Beds still playing game with me.

I went there today 12/03/2020 for refund but they said we will not give you refund until we picking up Wardrobe.

Every time I spent £10 for Taxi now I need full refund from Bensons for beds to pay me for taxi which was I spent many times.

They took 20% from total amount I loss that amount and I paid every time for taxi too. The case still not finish yet since May 7th 2019, next month my husband's first death anniversary is coming but I am still waiting for refund.

I need now taxi expenses from Bensons for Beds £30.00

I went to store as per adverts on doors and website guaranteed delivery before Christmas. I went to buy wardrobe only with cash but with good offer I was convinced to buy side table dressing table and wardrobe. I could not pay all at that time so the store manager showed me to buy now and pay later scheme. I agree to go for that. I moved house in 1st November 19. I have a 2 year old in the house and all my clothes are on the floor as I do not have new furniture. I ordered my wife wardrobe from furniture villiage which was also on finance and it got delivered within 5 weeks. I rang benson bed delivery team and got misguided that delivery should be with you by 19th Dec. I took time off work waiting for delivery as no one is home during the day. I called customer service and I got told that they have no information on my goods and advice me to ring store. I rang Peterborough store and David told me that he will email supplier to confirm further updates on my furniture. David called me with an update saying because I bought on buy now pay later so that why it is delayed and won't be delivered before Christmas. He also told me that he was not aware of that himself and apologised. I felt I made the biggest mistake buying from you and was not very happy with the news. I told David that I will be going for Christmas holiday to France on 22nd Dec which mean the furniture will not be with me and why did David not told me that I will delay process and I would have bought one wardrobe only to avoid all that stress I'm going through.
I would like customer complaint department to take this seriously and get back to me with answer. Everyone in family and social media friends were also disgusted by poor customer service. I have spend more than £1000 in the store and this is how I got treated. I will be careful in future not to get trapped in your false advertising. I will make sure none on my family friends buy any good from your company.

I had purchased a mattress from this company 1 year ago.. With a 10 year guarantee ...When purchasing the mattress we were not aware or not told by the company that the main tress had to be set on a block board or loads of very small slats together... A year down the line and the mattress is starting to dip and sag in on the top.. This should not happen to a £1300 mattress just after a year of having it.. We have now paid £50 to have someone from the company to look at the mattress and it had failed their report... So now we are unable to claim on our guarantee, for the faulty bed we have been sold.. To have an exchange... It is disgusting to think such a high successful company can not keep to their word and con innocent hard working people of the money... We have been on the phone all day and have been refused by customer service that we can not speak to a manager or survivor as the claim is invalid.. I think this is digesting behaviour.. I have had a bad experience and very unhappy and for me not able to speak to someone higher up in the company is disgraceful... I have been hung up on, spoken badly too, and they don't care... Nothing about the base of the bed or he support of the slats are stated when buying the mattress. I think it is NOT RIGHT to sell a customer a mattress and not tell them the precautions they should take to protect the £1300 mattress.. All I was asking for is a exchange as even the guy who came out to do the mattress testing, he said before he even did the test, that the mattress shouldn't be doing that just after one year... It had failed the test by quite abit.. This should not happen after 1 year of buying a mattress... I went online and did my research and I am not the only person with all these problems.. It baffles me that so many customers are complaining and this big fancy business doesn't take no notice to our concerns.. Only our money.. I'd advise not to buy from this company.. As they con you from your money and have the most terrible attitude to their customers... This is not a company that us civilians should spend our hard earn money on, when you get hell for return... This has now caused even more problems with my wife that has severe back pain... Will never again buy from this company.. Who lie and think of every possible way for you to fail the report...

We purchased a bed from you .. Invoice No C1495325.

A man called Mike telephoned us today to advise our bed had been taken off the delivery for Tuesday 19th. I had booked a days annual leave in order to take delivery of this item. It seems the store were made aware of £20 difference in the order. My paperwork says £694.99 outstanding which we put on finance. Seems the salesman made an error and finance was £674 applied for only. That mistake was complied by my product being removed from the delivery schedule. It was also compounded by no contact having been made with us to discuss £20 for assembly and the salesmanship mistake. Mike has arranged for delivery next Saturday by courier. This is very inconvenient in so many ways. We have to dispose of old bed. My aunt is coming next weekend and will arrive Friday. We have to strip the bed she is sleeping in and dispose of this on Saturday morning before the delivery. I do think your procedures for removing items for delivery is very heavy handed as we were not even contacted about a mistake your staff made.

Unhappy is an understatement. We are due to replace a second bed after next Xmas. It does not install a lot of confidence in your company.

After sleeping on our £2, 000 igel mattress for just over a month my partner & I begun to roll to each other.
There seemed to be a dip in the mattress causing this problem.
We contacted Bensons on the 0333 number which after a total of 13 hours on the phone in different intervals costing us £58 we finally got a chap round from an Independent company who gave a report.
Tbe report was poor & mentioned "comfort issue".
We argued we had no comfort issue the bed was dipping.
We had no joy so went to the furniture ombudsmen who agreed also with the report which was incorrect.
So because of an independent company we are now stuck with a £2000 mattress that has a dip.
Bensons are absolutely disgusting. How they can continue taking orders with so many complaints it is beyond me.
They need shutting down.
Cowboys

Dear Sir

I

I purchased a bed and mattress from the store in Perthshire almost 3 weeks ago. At the point of sale, nothing was mentioned about it and presumed you would just take my old mattress away.

I only found out that you had a recycle service last week when my mother, who had also purchased a mattress had told me. I immediately called your Perth classroom and was told by Ian ( also the person who had sold me the bed), that as I lived in Glasgow I should contact that office and he couldn't arrange anything for me. I had offered to pay over the phone or come 60 miles to the shop. Over the weekend I had thought your distribution office closed, so I duly contacted the Glasgow classroom as instructed. They said it was too late for me to be added to the recycling scheme. I then contacted customer service who just put me back in touch with Perth salesoffice, who again told me they could not do anything.  The lady on the phone told me 'I would've been told and she couldn't believe I hadn't seen the sign '! Outstanding customer service. 

I was not told about the recycle scheme and I did not see any sign . As my mother was asked whether she wanted the mattress taken away, why wasn't I told the same ? I am going on holiday in 6 days time, my partner is in London and I've pulled a muscle in my leg so can't move a large mattress. It's a huge headache and after spending £500 on items I do not expect to be treated like this. It was Benson's mistake not to offer me a service you offer to other customers. I was of course willing to pay fees etc.

ORDER NUMBER A5466617

With reference with the above invoice, I write to complain about the stress and financial lost you have caused my family.

The product was sent faulty and we did not realize until it was assembled. Your branch recommended the man who assemble our unit and we paid him. The second product was damaged and had to be also returned. The branch advised that the product had to be returned before any refund could be given and the compensation was only dealt once this was done. My husband had to take days off which caused lost of earning. once the product was returned and money refunded back to the account, your company refused to discuss any refund.

The whole matter caused great stress for the family and my daughter who looked forward to having the cupboard in her bedroom is left hear broken. We lost offers on other cupboards in other stores, because we decided to purchase from your store. My husband and I have had arguments about purchasing this product. We have room full of clothes everywhere and we are continue to suffer with stress. Time and money is needed to go and purchase another product to suit the room which we designed according to your product.
I can not believe the customer service you are providing. This is not a way to run a business and I am sure the senior members of the company who have best interest in the business are not going to be happy receiving a letter about my complain.

We had intended to purchase the beds, other bedroom cupboards, dinning table set and sofas from the same store. After this experience we have put everything on hold and will advertise our experience to the public, if our complain is not dealt with satisfactory. I understand some members of staff do not deal with customers well and it is only when attention of the matter is brought to some one who has business sense, would solve problems in the best interest of the business. In this matter bensons for bed is not only going to loss a customer but the company's name will also be affected.

I would like to have the refund for paying the man to assemble the cupboard who was recommend by your store. Refund for all the days my husband had to take time off work, as he will have to do it all over again. Time off work cost. I want compensation for causing stress for the all of us, especially my daughter who is left in tears now and room full of clothes everywhere. You really should give that product free to her after making her set her heart on the product and then causing her distress. She is a child and anyone can understand how hurtful it is to do something like this.

I have got in touch with Trading Standard and will await your final answer before speaking to them again.

Thanking you
Ranjan Vara

We purchased the superking legend multimedia bed with igel mattress and 2 pillows in September 2018. First just the mattress and pillows turn up Jan 2019, no trace of the bed. Then 2 weeks later the whole order turns up. Boxes damaged mattress open and stained. Amp didn't work so we had no sound from the bed just from the TV. Plastic slat holders were broken and the plug for the TV doesn't fit through the hole to keep the wire away from the mechanism in the foot of the bed. The wire for the TV is hardwired into the back of the TV and the plug has a no return security screw, once is fitted in the factory it cannot be undone. The only way to use the TV is to slide the plug and wire down the side of the baseplate which pinches the wire when the TV moves up and down. This has already started pinching the wire which will end up sparking and cause a fire. Benson's sent an engineer out for the amp and then another engineer for the TV as 'they can only deal with one problem at a time' the engineer admitted there was a fault yet we received a letter from Benson's saying no fault found. They now will not speak to us on the phone and have deleted our comments and videos off their Facebook page, they have also blocked us from their social media. We have opened a case with trading standards and the furniture ombudsman so we now sit and wait. AVOID AT ALL COSTS

On the 23 of April I placed a 100.00 deposit on a devan bed. At the time of purchase I was not informed by the store manager of cancellation details. On attempting to cancel the bed and claim back thedeposit I was informed by the same store manager that the bed could be cancelled but tbe deposit would be retained as the refund time scale had passed. I advised as part of good customer care, all information such as cancellation should have been discussed. The reason why I wanted to cancel was, I had purchased a bed with the said company previously and although the bed is not yet 2 years old the item presents saggy, the material is bubbling etc. I did not feel this was good quality and thus my change of mind in purchasing yet another bed from Bensons for bed. The store manager went on to state they do not highlight tje cancellation policy during discussions with customers as customers present happy. This I feel is really no excuse. Good customer care along with good products is what will keep customers happy and coming back for future purchases.

I want my deposite refunded.

Order number C4823335 Mr George Newton, Merrymaids, Cripple Street, Loose, Maidstone ME15 6BA.
I am the authorised person to speak on his behalf - Angela Coward.
You delivered a mattress to my father (as above) on 24th Jan. You had already been informed that he was 93 and had poor sight and hearing. He is also recovering from cancer treatment. The driver informed me that delivery would be between 10:30 and 12:30 and I relayed this to my father. He was then phoned by the driver at about 10:30 to ask for directions. He lives in a residential area and SATNav works very well. He was then phoned a second time to say they were parked in the nearby medical centre and needed more directions. My father gave then directions again and then offered to stand at the end of the drive so they could see him. He is frail and shouldn't have needed to do this. He had to wait several minutes and when the van did arrive it came from an entirely different direction to the medical centre. Neither of the drivers had English as a first language. This seems to me to be unacceptable level of service and I should like you to send a letter of apology to my father.

a nightmare with Benson for Beds from the Start.
I went into the showroom and tested out an iGel mattress and was so impressed with the mattress support and comfort that I bought 2 x King size and 1 x double.

but when I received them, one of the king size mattresses was completely different feel from the other king size and different from the showroom one.

I went to the store to complain and was advised that the mattress had to settle. I advised them that the mattress was too soft and that it dipped in the middle and was like sitting in a bucket and it felt different from the other mattresses which I bought, and the other mattresses had more support and you did not sink in the middle.

after many phone calls and been kept on the phone for over 2 hours at a time and been charged large amounts of money by my telephone provider, Benson for beds sent someone round to inspect the mattress but his account of events was different from mine and I had proof of CCTV but even with this proof Benson for beds said they had to go with the report and the report said the mattress was not faulty even though I had footage of the person struggling to get off the mattress as the mattress is too soft and sinks in the middle.

Benson for beds said I can change the mattress but had to pay 10% charge and the difference towards another mattress. I told them I wanted the same mattress that has the same consistency as the other mattresses I bought and the one in the store. but for me to do this I would have to pay extra £200.

Benson for beds rarely responds to emails and you are kept on the phone for over 2 hours at a time. I have approached the furniture ombudsman for assistance but after reading reviews I do not hold much hope as it seems like the ombudsman mostly sides with Benson for Beds.

and after reading other reviews it looks like this is a common issue with this mattress and that the inspector sent out always says no fault with mattress as he works for Benson for Beds. if I could start over looking for a mattress I would not go to Benson for Beds as they are only interested in profit. I would not recommend buying from Benson for beds as if things go wrong it will cost a fortune to try and resolve

Worst consumer experience I've ever had.
1. Couldn't complete the whole order by the date they set
2. When the did make "final" delivery, my order was incomplete plus they left parts of someone else's bed - I imagine there's at least one other unhappy customer!
3. Call centre wait times are about an hour
4. They don't call back when they say the will

Bought a bedroom set for my son in October, it eventually arrived mid November. Most of the parts were damaged upon arrival. I phoned and was told someone would contact me. No one ever did. So I tried calling numerous times but could never get through. Then emailed and after two weeks still no reply so last week I returned the goods to the store. Was refused by customer services to get a refund despite the showroom assistant viewing the damage so I sent photos and 6 days later I'm still awaiting a response to my email or any of my money back. Worst customer service I've ever received. Just refund my money it's been over 2 months!

Appalling customer service...

The experience in the shop was fine. Staff was helpful.
But...
The bed delivery had been agreed for 5th November 2018. However, when it was delivered one mattress was missing.
I had dismantled the previous bed, but with one mattress missing the new bed was not fit for purpose.
No explanation was given as to why the mattress was not delivered.

After spending a lot of time on the phone to customer services I was promised that the second mattress would be delivered one week after the bed delivery. The day came, and the wrong mattress was delivered.
I have ordered one mattress with the firmness "2" and one mattress with the firmness "3".
I received two mattresses with the firmness "3".
As the label was folded over I could not see it as long as it was in the packaging material.
I will have to stay at home for a third day for the exchange of the mattress.
In addition I have spent a lot of time on the telephone, as customer services are very hard to reach (today the automated message says, waiting time 103 minutes!). I tried the automated call back system previously, but it doesn't seem to work.
I have sent an email (an got an automated reply) which has not been answered after 9 days... I was promised that someone from Bensons for Beds will ring me back after the second mattress was delivered. It never happened. What else can be done? It's an appalling customer service.

Addition on 11th December 2018: Today between 7am and 1pm the exchange of the wrongly delivered mattress should have happened. Now we are well into the afternoon. No sign of bensonsforbeds, no contact, nothing... and I have to go out... How long will this continue?

Addition on 12th December 2018: Bensonsforbeds still didn't contact me. If I don't make the effort nothing happens. Once they have your money they don't care. Today I've spent about 2 hours on the phone (getting through is the problem) but all they can say is, "We are looking into it." I will find out how I can step up the game...