Bensons for Beds Customer Services

The customer service was okay, as the member of staff who helped my parents buy their mattress, understood their needs and gave them the right advice. Unfortunately, when they received the firm mattress which they had tested at the shop, and were satisfied with, the actual mattress that arrived had the firm label, but in fact was not.
From day one they have had to put flat pillows in the dips that were in the so called NEW mattress. So my father called customer service and was told that he was not happy with the mattress and was told he would have to use it for 40 days and then he could have it changed.

I , However, spoke to a different sales person at the shop and asked of she could guide me in how `I could register that they had been delivered a faulty mattress and she was adamant on the fact that as my parents bed base was over 10 years old, it may be the reason for the dips. I agreed that may be the case and mentioned that I would look into it, but there was nothing she could guide me on how to make this complaint and was only insistent that the base was the issue. I checked the base and it has a 4 inch wooded base which I stood on (And I'm not exactly light) and this base stood its ground.

They have ordered a new mattress now, and it was supposed to be delivered on the 23 or 24 March. The delivery men arrived WITHOUT the mattress, (as they had forgotten it) but told my dad that they would take the old one away. Obviously my dad did not agree to this as what were they supposed to sleep on meanwhile and so another date was set for delivery. April 6th again the mattress was apparently supposed to be delivered and again my parents were up waiting from 7am. By 3pm no message and no callas to when they would come. When my father called up customer service, after an hour's wait, he was told that the delivery men had knocked on their door and no one answered so that is why the mattress could not be delivered???

My parents live in flats, in the instructions for delivery, it was clearly stated that 'please call when you arrive' as they would be let in by my Dad who would take them in through the back door as it was easier to get the mattress through. There was no phone call, no call on the intercom of the building that someone had rung the bell. So did the delivery men ACTUALLY go to the right house? Or did they FORGET AGAIN?

This is the worst deliver system I have seen and no one wants to take responsibility. Two old-aged pensioners, tried to buy a decent mattress and have been messed around with for the last 6 months. .

One more thing, don't bother calling customer service as there is over an hour's wait on the lines and there is no option for call back every time you call. If you are lucky to get that option, there is no call back so don't bother.

Unfortunately I have to join the 1 start reviews. If I could I would give minus score. We had today failed delivery of our new bed and mattress after waiting 6 weeks for delivery. Just last night we received email saying frame is not available and wont be delivered, no phone call at all. Just email night before. Email stated rest of the order will be delivered. it was followed with another email today 10am that mattress is also not available so wont be delivered. In both cases we have been informed that customer service will notify us about new delivery date within 24hrs. We had a call stating pillows will arrive, unfortunately nobody came and we have nothing. Customer service is not able to confirm anything. reading all previous reviews I don't think we have any choice but cancel the order in the store. I regret not reading the reviews before.

BENSON FOR BEDS..... YOU SHOULD BE ASHAMED OF YOUR CUSTOMER SERVICE....
I have bought a high end mattress from you in December 2021 which arrived faulty. After 3 more faulty mattresses, 2 no shows on my delivery. Paying extra for a better mattress and being informed that this will not happen again. Guess what?? Still no show on todays delivery. Called shop. No help. Called customer service 3 times cut off 3 times. WHAT IS GOING ON? I now am no closer to knowing where my mattress is and when my faulty one will be collected..... GET YOUR SERVICE SORTED YOU MILLION POUND+ COMPANY.

Avoid this company as if it was the plague. Took delivery of a ottoman bed 10 days ago, it had two holes in the top of each ottoman, a thread missing so the two could not be joined together and the lining underneath not fitted properly and twisted, I emailed the company 10 days ago and still no reply. We could have bought better from a second hand shop at a 3rd of the price, you have been warned.

Appalling service.
Bought a new bed which was delivered with no problems also ordered a made to order headboard which took 10 weeks to be delivered. When it was fixed on the bed by the driver I noticed deep creases in both ends. I mentioned this to driver and he said not to worry as the creases would come out, he said it was the way it had been stacked on the van. As I paid over £600 for the headboard I immediately phoned the store to make them aware of the damage. I was told I needed to call customer services which I tried and turned out to be a joke. I was held in a queue I was number 37. I called back to the store only to be told they cannot call them for me I was advised to call back customer services the following morning upon opening time at 9am. This I did and was number 23 in the queue I then tried at 2pm on the afternoon and was number 97 in the queue. I called back the store to complain but again they said they couldn’t help and suggested I sent an email with photo’s. This I did and immediately received an automated email stating they aim to reply within 10 days. 10 days came and went, no reply. After 3 weeks I emailed again automated reply again 10 days came and went. I then decided to call my bank to see if I could get a charge back on my card. After giving all details I was told to give bensons another 15 days to respond if they didn’t I was to get in touch and they would start to process my charge back. This they ended up doing and the payment was refunded to my credit card. However, because of this Bensons then got in touch with my bank and challenged the charge back. After several weeks Benson told the bank they would collect the headboard and I was to order another one from the store, this I refused I said they could collect the headboard when they delivered a new one. I did not want to wait another 10weeks without a headboard, because of my refusal Bensons succeeded in having the chargeback reversed and I ended up with a damaged headboard having paid £614.99 for it.
This was my first time shopping at Bensons for beds and it will be my last.
The customer services should get their act together and have the decency to respond to customers complaints maybe they could find the time to read some of the appalling reviews.

Worst company I have ever dealt with. Was miss sold on delivery estimate the date I bought this high-end bed frame and mattress. Specifically stated I wanted to receive both on the same day. Of course, this did not happen therefore I was left with just a bed frame. Now further down the line without a mattress, they have again cancelled our delivery the night before we expect to recieve. What is their solution? "why don't you buy a £50 airbed" In replacement for our expensive mattress. Absolutely shocking my recommendation to anybody looking for a bed try dreams.

I ordered two wardrobes for the bedrooms in March and was told everything would be delivered including the internal draws. It is now nearly Nov and I am still waiting on one set of internal draws. I have used my own annual leave to ensure I am home for delivery and it’s cost me 4 days of leave. Today the delivery men turned up with the wrong internal draws. I am so frustrated I called and got cut off, called again and cut off again. This is ridiculous! I am never going to purchase from this company again!!!!!

Both attempts to deliver failed as the people packed the lorry and didn’t care about the product… damaged and marked. Customer care is non existent - really disappointed in what was once a good company.

Update. 4 attempts to deliver and each time the matters was damaged by the lorry packers, and the drivers had to deal with it. Store gave refund. I went elsewhere.