Bensons for Beds
Reviews and Complaints

It took me months to find the right mattress then six months after paying for this expensive mattress it started to sink in each side (even though much of our time was spent away in Spain so not over using it). We are not heavy people. We followed all the guidance and care of the mattress to no avail. Complaint made to bensons who sent their own engineers who told me nothing wrong with the mattress and the dents were normal and to try to sleep in the middle of it. ( not sure how me and my partner could fit into the middle. I then contacted the ombudsman who wrote back advising me to pay for my own engineer and send them the report.
We are now both in pain on this top of the range mattress and decided to follow my friends advice and go John Lewis as there after sales are second to none

So I pay £900 for a mattress that is not fit for purpose. It feels like your falling out of it as it slopes down either side resulting in my wife and I not sleeping properly and now suffering from bad backs. Bensons tell us it's not faulty which basically means they've got my money and are not interested. So As I wouldn't inflict the matress on anyone I have no choice but to take it to the tip.
Don't waste your money like I did everyone Please!

ORDER NUMBER: A4439631

I phoned customer service yesterday 27/10/18 and spoke to someone about my complaint of the mattress. I got delivery of mattress on 14 Feb 2018. After a month I noticed it had sunk in the middle. I thought it would come back up but has just got worse. I am the only person that sleeps in the bed and Ive been turning mattress once a week. There is no support and does not mould into body.
I have sent photos of mattress and have been given technician phone number that I will contact tomorrow to get it looked at.

Order number B5086046
Customer Reference JOR4574205

I was told to order my bedroom furniture 4 weeks before I required it. I booked a date just over 4 weeks later of 11th October 2018. I was told that the mattress would come separately. At no point was I informed that the other furniture would come on another date. Within a week of ordering I received a phone call and a text saying my furniture would be delivered on the 15th September. I could not take delivery as I had organised the pick up of my existing furniture for 6th October. At this point they couldn't give me an alternative date for delivery. I have since been into the Oldham store to speak with Adrianne who on two occasions has promised to call me and has not done so. I have had to keep going in to be able to speak to them. I t is now the 6th October and I am still no wiser as to when my furniture is being delivered. I was only informed on Thursday 4th October that it was only my mattress will be delivered on 11th October. I have booked a day off work for this as I was expecting all of my order to be delivered. I have arranged to look after my granddaughter 18th to 22nd October expecting all my furniture to be in place as I had 6 weeks after my order date. Unfortunately it looks like I will have to sleep on the floor on a mattress for how ever long it takes for delivery which is not ideal as I have undergone major surgery having been diagnosed with breast cancer earlier this year. I am absolutely appalled and disgusted with the delivery service you offer. If I had known it would take this long I would have ordered at an earlier date.

I brought a bed and matress from you 40 days ago that's were my problems started.
I brought the matress with a promise that if you did not get a good night sleep in the 40 days you can change as long as the protector remains on the bed to protect.

that was done and I paid for the item to be then given the terms and conditions.
the 40 night have been the worst I have had and contacted the story to be told I would have to pay a commission fir another matress this is not who it was sold the gatentee was to have and try for 40 night.
I tried getting changed befor the 40 night and was told it had to be the 40 night.
I have a back problem and this has not helped me in any way in fact made it worse as I was not zbldcto sleep.
I would like my matress changed to a 4 as the two cost me almost 2.000 not somthing to through away.
the item has been miss sold .
I would like this matter felt with as s matter of urgency so I can sleep.
this is also going to be sent to the training standard agency.

regards
Aaron Steed

Order Number :Y4831436

Order Number : Y4831436
I placed an order 2 weeks ago and received a call from the driver yesterday and given a delivery time I told him I could not be home and asked for the order to be left in my shed and was told no as he needed a signature. He said he had a delivery on for my local store in Stafford and would leave them there for me to collect, when he got to the store he was told no they would not accept them due to them doing stock take. If the store was stock taking how come they accepted his delivery and not mine it was to very expensive pillows.I live 10 minutes from the store and could have collected them within a couple of hours it seems like one rule for the store and another for the customer. I have just tried to cancel the order and was told its my fault and if I cancel I be charged a 20% handling charge. I have had a quote from Telford store Manager for new base and divan but unfortunately will be now dealing with Dreams.

regards,

Stewart Latcham.

Bought a new mattress from Bensons for beds sept 24th 2017 it was delivered October 10th 2017. We had initially thought of a firm mattress as my partner has had spinal surgery and he is troubled by back pain however after talking to sales man opted for medium firmness. We did try the mattress in store for a short period, few minutes.
We noticed the mattress appeared to be dipping and sloping from middle after just a few weeks despite following advice re turning mattress. I contacted Bensons for beds (on the 21/11/17) and was told the mattress had to settle which could take up to 12 weeks. After waiting the supposed settling period I made contact again raising the same concern. Someone did come out to review the mattress and as mentioned on a previous complaint as the dip was not deep enough it was not classed as a fault so they would not take the matter further. They said it was a personal comfort issue. I explained the bed was in deed not comfortable, felt like it was dipping and sagged where you had previous lay. The mattress is not any better than the old mattress I got rid of.
I contacted furniture ombudsman who assessed for a fault, the man explained there was no fault on the mattress but understood our issues raised.
I have made several attempts to speak to management regarding this issues however I am simply hold they do not escalate complaints further.
I feel I have been robbed of £649.99 as I am left with a mattress that we will have to replace. I totally understand that some dipping and sagging etc would be expected after some use but not after just a matter of weeks and months. Ifind it very hard to accept that such big and supposedly reputable company deal with customer in such a way. Ibelieve now they have our money they simply omit to provide any form of meaningful service.
If they are bed experts then they just understand it is not possible to test a mattress adequately in 5 minutes. They should follow suit as there a many companies who offer a comfort guarantee.
The after sales service is appalling.
Unfortunately I am not in a financial position to seek legal advice other wise I certainly would.
I would not recommend Bensons for beds at all.

Very nice in store service, but after that the nightmare begins. After receiving several text reminders that my delivery of a new bed was to yesterday between 7am and 1pm at, the courier arrived at 6.30am to deliver half of the correct bed and half of the wrong bed. We had disposed of the old bed and mattress to make way for the new one. I am now lef without a bed and Bensons deem it acceptable for a cancer patient to sleep on the floor for a week while they arrange delivery of the correct other half. So, I now have to take another day off work with consequential loss of earnings to receive the 2nd delivery. Do not use this company, disgraceful customer service.

Mattresse delivered on Saturday 12th May, unpacked it on 13th, notice a hole, which looks like a cigarette burn near one of the corners. The plastic pacakimg is in tact, problem occurred before it was put in. We've been trying to get through to the customer service number, since Monday! Please can you contact me regarding this problem. Regards, Ryan West
Order ref: C38946001
[protected]

We ordered a bed and mattress for over £900 and was told delivery would be in 3 weeks, delivery on 3rd april 2018. My husband took the day off and we received notofication that th bed will be delivered between 1pm and 6pm on the day.

On the day we had no messages or co, munication from the company or its delivery drivers and at 5.40pm we rang to find out where our goods were as we had not heard. We were told that we had to call the customer service line which we did but it told us we had a 44 minute wait to be answered. We held on and got answered 58 minutes later only to be told the driver "should" call us half an hour before they arrive and they "were unable to contact the drivers"

After arguing about "should" is not satisfactory and we needed to know when the delivery would be we were still told we would hear from the driver and if not we should call the. Back. At that point the delivery time allocated had past so we asked the question if we would still get the delivery on the day and there were no attempts to give an answer.

Our bedroom was cleared and our old bed gone so if the bed did not turn up we will end up sleeping on the sofa downstairs or on the floor. We did put this across aswell as the fact that my husband is disabled and cannot sleep on the floor...

We called them back an hour later and the lady on the phone asked us to hold further and she will call the distribution centre. She came back and said the driver was in gu51 and on his way to gu14 with one delivery before ours and we could cancel if we wanted. We didn't want to cancel as we needed a bed that night and so we waited.

The driver and his mate called to say he was on his way but did we want to cancel as he did not have our matress. We asked them to deliver. We paid for them to put the bed together when we placed our order in the shop, but they didn't know how to do that and after an hour left saying they will get their manager to contact us in the morning, but we should ring the company and we should not "hold our breath waiting for the call"...

My husband grovelled around had seen what they were doing wrong and being appalled at their incompetence, connected the bed himself.

In the morning we rang the store in farnborough who did not know what to say. He said his hands were tied. The computer update said "we are trying to find the matress, and when they do they will deliver it".

The store manager said he will try and get a temporary mattress but needed some code to do so but couldn't get one so we therefore have to wait.

We have made numerous calls and no promise to deliver. We do not get calls to update us and still have no matress today 5th.

I purchased a bed from the Burnley branch on the 22 March on the understanding that it was at the best price and would not change over the Easter weekend but it has by as much as £240.00 due to yet another sale or promotion, I have not received the bed yet and feel like cancelling, I love the bed and want to stick with it but I do feel like I've been mislead in this transaction, could you please resolve this issue, thank you

Disgraceful and unacceptable service. Store manager assured me that the mattress I bought would be suitable due to the back and hip problems i endure, she said to me and my husband that we could exchange the mattress due to their 40 days policy if deemed unsuitable.
We have tried to action our right, however whilst the store manager admitted saying that we could exchange the mattress, and apologised for being misleading, she said; unfortunately we could not exchange the mattress. We told her this was no help to us! We asked for the area managers contact details, and was told that no Benson's managers or staff's are allowed to give details out!
After several attempts and hours trying to get through to Benson's customers service, they are clearly not train to deal with customers as the service was appalling. The mattress issue is still unresolved which is very disappointing and effecting my health and wellbeing. I can't sleep on this mattress and we have wasted our money!
Whilst the manager has admitted to giving misleading information, (selling pitch) it appears to be making Benson's for Beds money, however customers are being let down tremendously. Disgraceful...

I am very dissatisfied.
They delayed the delivery three times for different reasons. I have no idea why they thought they could play games with my schedule, but I am tired of this.
Eventually, they scheduled the fourth delivery for this morning and were late!
They arrived 40 minutes later than it was promised. Saying that I was infuriated is like to say nothing.
And do you know what was the most painful? They didn't even say sorry for the inconvenience. They just put my sofa in front of the door and left. That's all.
Well, at least thank you for the delivery. It's about time.

We purchased a bed and mattress from Benson for Beds back in September 2015 and was delivered in October 2015.

In August 2016 the mattress was replaced by Bensons for Beds as the sidewalls of the mattress had collapsed. This was done fairly rapidly and without any problems at all. I would like to point out that this mattress was originally £499 which we got on a "Super Deal" for £300.

The Fira agent that came to my house was very explicit in his explanation, recorded everything and asked if we agreed with his findings as he recorded them. He measured the dips in the mattress using a long ruler and string as well as doing some other tests on the mattress.

In June 2017 I reported to Bensons for Beds that we have the same issue with the mattress. the sidewalls have collapsed on boh sides, despite rotating the mattress, both by flipping and turning.

A Fira agent came to my house and did some measurements and asked me some questions regarding the mattress, where I explained that the mattress was less than a year old. He explained to me that as there was a stain on the mattress then there may be a problem with the guarantee but it would usually be OK and cleared up with Bensons for Beds direct.

That evening I received an email, with a do not reply address (naturally). The Fira engineer that came to my house omitted several key factors from his report, notably the part where he said that the sidewalls had collapsed, were missing and that we have had the bed since September 2015. Whilst that is true, he did not mention the fact that the mattress was less than a year old, as it had been replaced.

After I initially complained to Bensons it took them 3 weeks to finally get back to me and to explain that a "senior" Fira technician has looked at the report again, and as there is a stain on the mattress then they would not do anything.

I find this ridiculous as, although there was a stain on the mattress, it was localised to one part of the mattress, which has been cleaned. In my opinion, it wouldn't matter if the mattress was "heavily soiled" as the Fira engineer has said, this still does not affect the sidewalls of this mattress.

Bensons for Beds now want me to employ another furniture inspector, at a cost to me, which I can then claim back from them. Unfortunately, I do not trust them one iota, and I don't see why I should have to pay money out to claim it back, in essence, jump through hoops for Bensons for Beds to honour their guarantee.

The reason we bought this mattress, after spending a lot of time in the Straiton shop testing the available mattresses, my partner has a bad back, and now she is in pain with sleeping on this mattress.

I would have been happy to have received a new mattress from them, but now, due to the total lack of customer service and the lies that have been told by this Fira agent, we want a refund from them.

I will never ever shop with Bensons For Beds ever again. I currently work in electrical retail, and if a customer came in to the store with a fault, then the item in question would be repaired. If it developed a fault after it had been returned to the customer, then we would either repair it or change it for the customer. I just find it incredible that Bensons For Beds can get away with treating people like this.

Luckily I have kept a copy of the emails that where sent to an from Bensons for Beds. If these are needed please feel free to ask

I had a delivery scheduled on Wednesday at 24 linford drive, basildon, essex, ss14 1rz, got told my bed is missing the base, as you could imagine after waiting the whole day to be told its missing parts, i was not happy, this has not been a great experience from start to finish, i paid a deposit of 150 to secure this delivery date and taken a day of work, when i paid my deposit in store i also then got told your finance systems was not working so i also had to come back another day to set this up and now someone has not packed my bed parts on the lorry, my wife is 38 weeks pregnant, i also been of work due to a back injury, suffering from back pains, this is why we chose Benson for beds to get a new bed which i am regretting now and we have just got rid of our old bed to clear space up in the room, i have calling customer services waiting and just to be told its been escalated and still not heard anything, such a reputable company such as your self this is not a great customer experience so far and i am very close to taking this to media as we have now no bed, wife is heavily pregnant and no one from benson have updated us with any outcome, situation or anything to make us happy. Today we had the second delivery and missing parts again...

Bought a £500 under storage bed with out mattress in Oct 2014. Last week a bolt snap off which holds one of the hydrolic struts in place which could have hurt you because with out the struts working the top half of the bed is very heavy and could do a lot of damage to your self. We phoned customer service and at 1st they said they would replace the strut arm for us. 1 week later they phoned us to say they can not replace the part and nothing can be done. We went store in fosse park leicester to see the manager who told us nothing can be done because they dont sell this bed model from China anymore and they dont hold any spares. We will not buy from them again.

I ordered my new bed & headboard on the 25/08/15. When the £2000+ bed was delivered the mattress was sub-standard and not finished correctly, the headboard was faulty and didn't even fit the bed. When the delivery guys were taking up the stairs they damaged our ceiling. Since then we have had a replacement mattress, a new left hand side base, after waiting in all day today for our 3rd headboard only for them not to turn up at all. Enough is enough. After numerous phone calls throughout the last 4-5 months, we are still chasing up a cheque for a builder to repair our damaged ceiling, We have had two experts come to look at the bed/headboard, one to state the headboard was substandard and the other to say we needed the left hand side base replacing.
We are still waiting. Every time you phone you speak to someone different, they give you a so called extension number to call back, but when you try you cant get through. Not once has a manager phoned to discuss the matter. PLEASE BE AWARE THIS COMPANY & THEIR CUSTOMER SERVICE ARE TERRIBLE

I purchased a bedroom suite (3 door narrow chest white, 3 x 2 drawer white and 2 door wardrobe white). My complaint is with regard to Consort delivery service. My order number is A6508010 customer number LEY3052766. I received my furniture middle of June. The delivery men broke the back of the wardrobe and said I would have to telephone Consort [protected] to ask for a replacement part. Telephoned Consort and another delivery date was arranged. The delivery men came end of August but the part they had was the wrong size. Again back on to Consort who said another delivery date for a new wardrobe would be organised. The delivery men came but I inspected the item before delivery, this was December, and found that there were scuff marks on the doors, also no top corniest. Telephoned Consort again and another delivery date had to be arranged. The wardrobe finally arrived middle of January, all correct and perfect.

The time and inconvenience caused (emptying wardrobe, having to make sure someone was in to take delivery) was difficult. I would like a letter of apology for the stress caused. Something that should have been simple turned into a marathon, compounded by having different delivery men each time who blamed the other delivery men for the item being fitted incorrectly. It has made me think about bensons for beds as I was ready to buy other items. The furniture is nice and the experience I had has put me off.

Mid October 2015 ordered and paid for a mattress by phone. Never received copy of invoice that was supposedly sent by post. After two weeks mattress delivered to the wrong address (2 letters of the post code incorrect, driver supposed to call 30 mins before delivery but that didn't happen), apparently a keying error by sales staff. Many calls later I was given a new delivery date and had it confirmed as mattress on delivery vehicle but then called by distribution centre who told me that as the "returns" paperwork for the undelivered mattress would take some time to complete they couldn't deliver mattress on new date and couldn't give me an actual date of delivery. I requested my money back. Received after 2 days. Very poor communication skills internally and with their customers. Would not use them again.

I have never ever had such bad service. Our bed was ordered and paid for in September. We were advised not to get rid of our old bed until we had a date and time for the new bed to be delivered. This was duly sent by text setting a date of 6th October and a time slot 12noon-6.00pm. We had a phone call at 4.50pm from the driver to say "I won't be delivering the bed as I have run out of driver time" I asked where we would sleep and he said it wasn't his problem where we slept and to phone customer services. He hadn't even got the grace to apologise. It seems no coincidence that the driver phoned just before the warehouse closed. He must have known, if it was true, that we would not be able to deliver ages before this time. It took me 15 minutes to get through to customer services to find out that, surprise, surprise, the warehouse closed at 5.00pm. I am disabled and spent a very uncomfortable night. I lodged a complaint and also emailed a complaint as did my husband. This morning I phoned the warehouse direct to be told that the bed would be delivered today. Half an hour later I had a voicemail to tell me the bed could not be delivered until Monday 12th. I phoned the warehouse and was told the bed would arrive today. It has just arrived and the men have no tools to put it together and were reluctant to carry it upstairs. I will be writing directly to there head office.