Bensons for BedsReviews 73

John and Callum were very polite and helpful to pensioners when they delivered the mattresses. We were very pleased with this experience. Would highly recommend them.

The worst company and customer service ever. The delivery lasted about 40 seconds, with one guy trying to carry the bed upstairs on his own while the other one was not even bothered to enter the house. Having the box thrown over his shoulders like a Terminator, he stuck halfway through. Without thinking decided it couldnt fit, started taking photographs to prove his inability to deliver and shut out of the house, taking all the goods. We tried the shop, customer service to ask why they had taken it away. The answer was " We do not know".
We tried to reschedule the delivery- another month to wait for the goods that we are meant to pay over 3k for, which are ready, but happily travelling around the Great Britain instead. The shop assistant rude and not willing to listen, the customer service incooperative. Once we said we wish to cancel as you have failed to deliver the goods that should have been left in our house, we wete told we must pay £600 for restocking fee. Absolutely appoulling! This is utterly your failure! Is this your company's "policy" of earning additional cash charging people 20% for failing to deliver goods and services? Is it your custum to pretend that you cannot fullfil your duty? I seriously do not understand why you have taken the goods without willing to communicate to leave them with us and now demand the 20% cancelletion fee?! Disgrace!

Appalling service. Failed delivery twice. First time driver was out of hours because given too many drops. Driver's mate even laughed down the phone whilst telling me i won't have my bed. Second time the bed stand had not been loaded on the van. On further investigation this isn't even currently in stock. How has this not been noticed and rectified? Both times I was assured on the phone that my items were on the van and would definitely be delivered. Disgraceful incompetence.

I have been trying to get the correct mattress in my house since October 2022. The first mattress was nothing like the one I laid on in the store. It caused me to wake up in pain crying on 3 occasions as it was so hard. I received it in mid-November. Then they claimed that I needed to sleep on it for 40 nights before choosing a new one and I would have to pay a 10% re-selection fee and choose an equal or more expensive mattress to the one I chose originally. I was furious as I was already on a light timetable at work due to my back and hip problems and not being able to sleep due to pain and a bad mattress.

In the first instance, Bensons for Beds could have sent me the correct mattress on the correct date and removed their own mattress which is not what I ordered from the store on Friday, December 9th as promised. I had to take the day off work and now I am in trouble with my employer for having to take more time off. I have lost many nights of sleep and now I am having to pay extra osteopath bills due to your company's operational nightmares. I will be speaking to the ombudsman about compensation for lost wages and health problems related to this bed stress and trauma.

I have the first mattress sent from the company sitting in my downstairs corridor completely blocking the entrance and exit of our property. It is a fire hazard as they were not able to collect it on the arranged date on Friday, December 9th. The operations staff is shoddy and you should not be outsourcing your mattress delivery to DX as they are not specialised to deliver mattresses. DX staff had the wrong mattress, and most likely broke that mattress bringing it to my second-floor bedroom, they were ill and coughing all over my house. They also damaged our walls with the mattress. Then we saw it did not fit in my room so it was definitely the wrong mattress.

I am incensed that this treatment is rewarding the company and I still need to pay over £1k in financing for a bed I have not received for many months. I cannot believe that this level of customer service is legally allowed, so I am telling everyone I know to avoid your company. I am detailing the horrors of ordering a mattress from Bensons for Beds as this has been my experience and I hope it is not yours. If you had good service, you were lucky.

After many, many problems getting our bed. From damaged bed AND mattress, that we're delivered late. Then the replacement being damaged as well. Then having multiple cancelled deliveries. Finally we had our bed but offered barely any compensation. Now, within a year our mattress is faulty and when telling customer service, they did absolutely nothing. Again disgusted with the lack of help, care, consideration or ethics, but not disappointed because I expected it.

I'm absolutely furious. The mattress my mother bought has been delivered to the wrong address on the wrong date - entirely their system error. We've been on the phone 4 times to customer service, each time having to wait in a queue for 30 minutes before being able to speak to someone. They have all assured us a) first of all that everything was fine and it wouldn't be delivered incorrectly despite the notification from the (useless, incompetent, rude) DX Delivery courier; b) second that they would resolve the situation ASAP and get the mattress picked up and redelivered. It has been a week and this has not yet happened, despite them knowing she is moving house in a few days and needs the mattress picked up and redelivered before then - or else she will be sleeping on the floor for the next month. We will never, ever buy from them again or from any company that uses DX.

My partner and I visited the Worcester branch - we had looked online and knew exactly what we wanted and our budget. The salesman was informative and helpful; unfortunately this is where any positive feedback starts and ends. We explained that the mattress was for our static caravan and needed said item before the end of the season - we were told that this was not a problem, however a few days before the delivery date we were contacted to say that the order would be delayed by a couple of weeks due to supply and demand. We were disappointed but decided to go ahead as the new date was just within our deadline and we had already paid in full. A few days before the second delivery date we were contacted to say that again there were issues and our order would be delayed.

At this point, we had missed our window and explained that if we continued with the delivery we would have to make an unscheduled visit at our expense - we were appeased and told that we would not be let down. We received a text to say that the mattress would be delivered but due to past experience I contacted the store (day before) to confirm and explain that we would be making a long journey for the delivery.

We patiently waited with repeated checks to ensure that the driver was not lost etc. As the final hour approached I contacted the store and was told not only that the mattress would not be delivered, it had not been loaded and would be delayed for a fourth time.

The sales team apologised and explained that they are not updated with regards to deliveries etc. I explained that I had taken the extra precaution of contacting them the previous day to explain the long journey that would be made but this seemed to be dismissed with the offer of a refund.

Absolutely, no confidence in Bensons for Beds - very unprofessional, lack of communication and total disregard for the inconvenience caused!

Am still awaiting resolution to a faulty bed they delivered - cannot get through to customer services within 30 minutes and have been placed at 36 and 24 in the queue before. The fact there are so many people calling means they have serious issues. Wish I had not bought from them and will demand a refund when someone eventually contacts me - DO NOT BUY FROM BENSONS they cannot back up their products with the after sales you deserve.

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 noone 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, 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.
MY ADVICE TO ANYONE CONSIDERING BUYING FROM BENSONS FOR BEDS IS TO PLEASE DON'T DO IT FOR YOUR OWN WELLBEING AND FOR YOUR OWN FINANCIAL SECURITY. STAY WELL CLEAR!

Ordered 2 new (not cheap) beds on 3rd Feb, delivery due 20th April, delivery canceleed, promised delivery, 20th May, delivery driver turned up at 6.50am with just head boards and mattress and not divan bases, was told to refuse delivery by the driver, so I did, I phoned customer service, told I could have £200 BOB vouchers, Hmmm no thanks, refunded £150, told delivery would be 20th June. And a promise from customer service that it would be delivered not further delays.

20th June Delivery driver turned up at 8am, unloaded, no mattress, this time i took the delivery and phone customer service at 9am - 79 in the queue, requested a call back as there is no way can sit on the phone for an hour or 2.

Popped into Stores, was told by a very unhelpful mananger (Milton Keynes) that Mattress was out of stock, annoyed off I went before throwing my phone at her, the customer service phoned me back, was told that the delivery driver hadn't actually picked it up, so where did the fact it was out of stock come from?

Now reschedule for 20th July!

Not holding my breathe for this mattress turning up

Brought a bed frame in January which finally got delivered in may! Went to put it together and and box was missing after we got rid of our bed. Called customer services four times who were completely useless. Not one call, email our text. So me and wife took bed back to store, they didn't even apologise! Hopefully refund on Friday 1st July! Watch this space. Going to buy a frame from a company that looks after it's customers. Don't buy from bensons you will regret it.

I've tried emailing numerous times and have spent hours waiting on the phone, but no one answers. The mattress I ordered has not arrived and it's impossible to talk to anyone about when I can expect it. The worst customer experience I've had in decades.

I was 50/50 going to buy from Dreams or Bensons. Unfortunately for me, I opted for Bensons as in-store I had chosen a firm mattress, which felt perfect at the time. I also purchased a stain guard in case it got stained (as they do). Turned up ok and was great until about 6 months later when it started going badly out of shape. This was £700 so not a cheap one.It was a twist not flip design so weight goes in middle as expected. I am around 90kgs. The bed has a warranty of 5 years. So after this happened I went into store who said call the aftersales team. I did when I said the issue they said a different number you need to call? It wasn't it was correct they couldn't be bothered. So went back into the store and they emailed HQ with no reply. So again I called and got given an email to send in pictures, which surprise surprise they said 'is within tolerance'. This dip with no weight on they deemed fine via a photo. Also adding that because of the stain (yes I did purchase the warranty), it was void anyway! Seriously, just AVOID this shop 100%. The aftersales is so bad. I am now looking to claim against these jokers. It is not a shop it is a con merchant. Please go elsewhere, they do not deserve your hard earned!

THIS COMPANY IS A COMPLETE RIPOFF. BOUGHT A SIMBA HYBRID MATTRESS FROM THEM FOR OVER £600 LESS THAN 2 YEARS LATER IT HAS A DENT ALL THE WAY DOWN THE MIDDLE (I ONLY WEIGH 11 STONE) SO CAN ONLY SLEEP ON EITHER EDGE OF THE MATTRESS NOW. SENT THEM PHOTOS AND EVERYTHING THEY ASKED FOR AND NEVER GOT ANY REPLIES AT ALL THEY JUST KEPT SAYING WE NEED THIS SPECIFIC INFO, EVERYTIME I SENT IT NOTHING CAME BACK WHEN CHASED IT UP EXACTLY THE SAME REPLY WE NEED SPECIFIC INFO I HAD TO GO INTO THE SHOP TWICE TO KICK OFF AND ASK THEM TO SEND IT. EVENTUALLY, THEY GOT BACK WITH A FORGET IT MESSAGE. I'VE EVEN GONE TO THE HOME & FURNITURE OMBUDSMAN AND SIMILAR THINGS THERE I HAVE HAD TO CHASE THEM UP CANT EVER GET THROUGH OVER THE PHONE AND THEY HAVE SAID FORGET IT. IF I COULD UPLOAD A PHOTO OF THE MATTRESS IAM CERTAIN ANYONE WHO READS THIS WOULD SAY HOW CAN SOMEONE SLEEP IN THE MIDDLE OF THAT AND FOR OVER £600... THIS MESSAGE IS FOR BENSONS I HAVE ALREADY BOOKED MY APPOINTMENT WITH CITIZENS ADVICE AND WILL BE SENDING ALL THE DETAILS TO THE SOLICITORS THAT I HAVE ACCESS TO THROUGH MY WHICH SUBSCRIPTION I WILL ALSO BE REPEATING THIS MESSAGE ON EVERY REVIEW SITE I CAN FIND TO LET PEOPLE KNOW WHAT A RIP OFF COMPANY YOU ARE.

I can not imagine that Bensons 4 Beds is allowed to trade in the UK with such appalling customer service. I ordered 2 double sized mattresses in April and we are at the end of May now and I still do not have my order.

The items have been booked and rebooked for delivery 3 times and still no show. To top that off, the calls to their customer service number (*******800) is a nightmare and it predates prehistoric times when we had analogue phones and when you have to be number 105 on the queue. That you have so many callers on the queue waiting for customer service help is a clear indication that their customer service is CRAP.

After waiting on the call from number 91 to 45, my call was cut off on 3 occasions and I still can't get my money back. I want a refund now, no longer interested in the mattresses anymore, I can buy elsewhere.

Buyers be warned!

Bensons 4 CRAP is what you would get when you buy from Bensons 4 beds.

When we look around in New Malden Benson beds and there were good deals. We sat down and talk through with staff and order three back boards and three beds and already paid for everything. When on Deilvery day which is in March 2022 and all new beds are Damages by sliding in and out of the Deilvery van and only receive 1 back board which is could be 3. We went to bensons beds again to make complain of damages and 3 missing back boards, they keep saying " need to contact customer service to make complain" which is okay so we've ask them to replace the damages beds and thay have order new bed for replace it and they will let me know which the date for Deilvery which is take 4-5 weeks of waiting to Deilvery. On that day second Deilvery to replace beds and Guess what... Again bed was badly Damages then first one, Deilvery driver who not working for Bensons said" Bensons bed always damages" I was so Angry for wasting time. Never use them again