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!

After signing the petition, I wanted to add my voice to the many here with a negative experience of this diabolical company. I can't fault my in store experience, but once a problem occurred post payment, things deteriorated rapidly. Basically, the store loaded the wrong (Firm) variant of the (Medium) mattress I ordered and paid for back in October. The store manager had told me to come to him first if I had any problems with delivery, so I called him. Despite having paperwork proof which he himself signed, he was hostile from the outset and said there was no way "he" had made a mistake. He messed me around for a few weeks pretending to deal with my request to send the correct mattress, only to dump me via a carefully timed voicemail (when he knew I was unavailable) saying he was too busy to deal with it and I had to start again from scratch with Customer Services. The first person I spoke to started fairly well but wouldn't action my request to exchange mattresses before speaking with the very store manager who not only had chucked me over the fence to them in the first place, but also hadn't even bothered to write notes on my order to give Customer Services a head start on this. She wanted to investigate my story to basically confirm if I was, or was not, a liar and if I was they would refuse to exchange the mattress for the one I actually ordered and have paperwork to prove it! How insulting is this? She / they missed their own deadline for investigating and then went incommunicado for over 4 weeks until I emailed them again, having failed to get through on their 9am-5pm, Mon-Fri call line for 20 working days straight (I'm limited to my lunch hour only for personal calls). I had a reasonable response which still wouldn't accept any responsibility but as a "gesture of goodwill" the mattress I actually ordered and paid for, would actually be sent to me, but I'd have to first speak to the very store that cocked it up in the first place. What kind of "Customer Service", is this? I pushed back and, reasonably, asked them to call the store and notify me of the date of exchange as I'd take a day off work to fit around them. Since then, the lazy so and so's have done nothing at all and are now completely, wilfully, systematically and deliberately ignoring me and 3.5 months on from first raising this issue, I am still without the mattress that I in "good faith" ordered and paid for. Even emailing them with the CEO - Mark Jackson - and other senior Bensons managers, has had no effect and I still can't get through on their infernally restricted Customer Service call line. Bensons for Beds are in a category of their own where Customer Service is concerned, as there are no words in English I can think of to drive home how abysmal and ethically and morally challenged they are. My perception of their culture is that it is deplorable, and the stress they put on their customers who have simple to fix problems that any other company on the planet would resolve quickly, is inexcusable. I have a nightly reminder, after all, that I am still not able to sleep on the mattress I paid for months ago, and how unimportant and insignificant I am and how utterly powerless I am to do anything about their childish "I'm ignoring you, ha ha, what are you going to do about it?" tactics. Please count me available to do anything and everything to bring them to account for the unignorable and growing number of complaints out there.

I would give them negative stars if I could.
Went to the York shop on 03/10/2021, on a Sunday and considered ordering 2 sets of bedframes, mattresses, headboards and wardrobes. Key requirement was that must not be DIY and must be assembled. We were categorically repeatedly told by 2 salesmen that this was the case.
We hesitated initially as were unsure if needed mattress recycling service. 2 of the salesmen immediately reassured us and encourage to go ahead as any changes can be done over the telephone.
In the shop repeatedly promised everything except one double ottoman frame was assembled for us, everything in in stock and given a delivery date of 19/11/2021. The double ottoman was light weight and came in 2 pieces which simply hooked on to each other.

There is restricted space here.
What followed is a nightmare which is still ongoing
- Rang next day and cancelled mattress recycling worth 45.00 but still remained after a few weeks. Rang to be told we misunderstood and needs to go back to the stores
Gradually what unraveled was delivery date was cancelled without any message or reason, part of the furniture delivered and told after delivery all self assembly despite repeatedly telling us over the phone and in person that wasn't the case as that was make or break for us.
Incompatible parts so unable to assemble.
Kingsized mattress delivered no delivery date for the frame at all as manufacturers delay as of on the 22/11/21.

Rude, unhelpful salesmen lied through their teeth just to get our business, denied every conversation and told we misunderstood not one but several conversations, as they know better. We are 2 professionals, we heard and understood everything right, repeatedly and we have no reason to lie.

Essentially what we see when we look back is that goods bring sold using false and misleading information followed by, failure to deliver goods, failure to provide services as promised and failure to make any attempts to resolve the situation.
More over, at every contact they denied absolutely everything and essentially calling us liars and making us feel like beggars.
Please note above is the shorter version of what happened and how we feel!
We sent an email with an official complaint and a request for resolution by either cancelling the bed-frame or an alternate bed-frame, on the 11/12/2021 followed by a reminder on the 22/12/2021. To date no response.

What is also surprising is that when we were experiencing all these issues there were many complaints like ours on various websites all of which have magically disappeared!

So please do not fall for these people. Take your business elsewhere.

Within a few months of buying a Simba mattress from Bensons For Beds I noticed it started dipping in the center. It got so bad I contacted Bensons with photos & they admitted they could see a fault. They sent a technician from FIRA who confirmed it had a defect. A replacement was ordered although I would've preferred a refund as I had lost faith in a new one doing the same. They said I couldn't have a refund as it had happened 30 days after delivery. This mattress has a 10 year guarantee, & didn't last 10 months before it started to dip.

When the replacement was ordered, it wasn't long after we all went into lockdown due to Covid. Understandably, this then put a delay on my replacement arriving. In the meantime I am having constant sleepless nights, having to take medication to help me sleep. Back pains, and horrendous hip pains caused by this mattress, to which the technician had put on his report.

In June once the rules has relaxed I contacted Benson For Beds again to ask when I would get my mattress. I was told it hadn't even arrived at their distribution centre & they would contact me once it had arrived.

One month on, at the end of July I contacted them again where I was told they had got it & gave me options of dates for delivery. I chose 24th August as I was off work.

I was sent a text message on 20/08 to confirm it would be delivered between 12pm-6pm on 24/08. Then another in the morning of the 24th August to say estimated time of delivery between 13:10 - 15:10 with a tracking link.

I sat & waited then once I realized it was getting nearer to the latest time of delivery I clicked on the link only to read "Delivery Failed - Taken Off Route"

I was obviously fuming. I've been sleeping or trying to sleep on this faulty mattress for months. There was no follow up or any explanation from Bensons For Beds regarding this "Failed Delivery" Ive tried to contact them on numerous occasions on social media & have only been fobbed off with "we'll get back to you"

I am absolutely furious with their shocking customer service. I have requested a refund as these mattresses cannot be stored in a box at a maximum of 3 months. Simba themselves have stated this. I don't know how long they've had this mattress of mine in the 1st place which is in a box. That's IF they had it anyway on a van which didn't turn up. They don't even stock Simba mattresses anymore in their shop so how am I to believe they did have one for me which didn't arrive. I originally told them I wanted a refund as I'd lost my faith. Who's saying the next wouldn't go the same.

Bensons For Beds are completely ignoring my requests for help. They're not responding at all. I put in a search on Twitter 'BensonsForBeds' & 'BensonsHelp' & I can see I'm not alone. There's plenty of people in the same boat. Paid for goods. Been given delivery dates which then haven't shown up. These people are also getting no response. Seems like Bensons For Beds are taking peoples money no problem but failing to give them what they've paid for.

I will be taking this matter further if I need to. Whether that's legal advice, ombudsman or even the media.

I would never have dreamt Bensons For Beds were so incompetent & a downright appalling company, but they are & I will never purchase from them again.

In the meantime I'm still having to try & sleep on a mattress that's affecting my health & life.

WORST EXPERIENCE EVER!
We entered the shop mid january 2020 we were looked after brilliantly through out the order process although it tooks a while to find any staff in the shop but when we did we were dealt with the store mnager as other staff had not turned up or were late, my wife and I decided on a otteman bed mattress and head board and was told that it would be at least a three month wait which my wife and i were fine about... we left the showroom and i immediatly left a google review saying how happy i was.
Around end of Febuary we were contacted by Benson for beds to say the bed was in STOCK and tht they would like to deliver new bed and collect old bed/matress on the 02/03/2020 ( we had paid to have all of the old bed removed) We were excited our new bed was arriving. We recived a call which i missed which went to voice mail and it basically said the bed had been delayed and would not be with us until the 10/03/2020... NO PROBLEM i thouht its not the end of the world. Along came the 10th March and my wife took the day off work and we had carried our old bed downstairs and put it in the green bag as advised, my wife thought as it got closer to midday bit weird not had a call yet, so called Benson for Beds in Milton Keynes and was told that the bed had been delayed until 24/03/2020, they were very sorry that noone had called us to tell us that the bed had been delayed... this was unacceptable as my wife had lost a days pay at work so asked to speak to the manager... after a little while we got through to who was supposedly a manager called LEO, he also was very apologtic and said that he would get his head office to call us and give us something as compenstaion... no problem we thought... this called never arrived... I emailed the complaints team and got an email back to say that someone would be back to us with 48 hrs. GUESS WHAT THIS NEVER HAPPENED EITHER... then COVID-19 struck and i held off with the complaint and we were again very understanding when B4Bs told us that they have to cancel the delivery... NO WE TOTTALLY UNDERSTAND... we move onto around the begining of May... we were contacted by WAKAS and was told great news beds in stock we can deliver 13/05.2020.>I asked him are you 100 percent sure the bed is defintaly coming and you have the full order including collecting the old bed... YES THE ORDER WILL BE THERE IN FULL... 12/05/2020 we recive a text saying the delivery will be with us between 12 and 5 OH ITS HAPPENING WE THINK...( we had spent over 1000 on this bed)... My wife then noticed that there was something missing off the order. THE NEW MATTRESS FOR THE NEW BED! She had had a missed call from a strange number earlier on in the day had tried to call the number back but no reply and checked to make sure that there was no voice mail left, there was not, She then called this am at 9am and got through to WAKAS again... oh he said in the notes it says Rebecca at the warehouse called you yesterday and left a voice mail to tell you the mattress would be delivered later (no date that they could give us.) We asked to speak to a manager as by now the patience had worn thin... we were put on hold while WAKAS got hold of his manager... he then came back to us and told us the manager refuses to talk to you or discuss this with you for 24-48 hrs... I work for a large motor company and have to deal with compliants all the time... THIS I FOUND DISCUSTING... I WANT TO POINT OUT THAT WE ORDERED THIS BED IN JANUARY BEFORE COVID-19 HAD ARRIVED AND WHEN B4BS CANCELLED THE DELIVERY WHEN COVID HAD ARRIVED WE WERE VERY UNDERSTANDING BUT THIS HAS NOW GONE TOO FAR.

ZERO STARS. Mis-sold me a bed on 5th January. I swapped in store on 6th Feb for a more expensive bed with delivery scheduled for 6th March. My brother died suddenly, funeral was scheduled for 4th March. Begged them for a PM slot so I could pay someone to come and swap the beds as I would be on my own and grieving - not an ideal situation. They kept promising to call me back. Never did. When I did manage to speak to someone, the day before the funeral, they refused to pay the £80 for said dismantle/assemble service despite admitting they mis-sold the bed. Sent me a text during my brothers funeral to say it had been rescheduled for the 24th March. No apology. No explanation. I was beside myself with stress.

Called them on the 5th, was told three different reasons why it was moved, initially BLAMING ME, saying I told them I wouldn't be available on that day?! Had to get my partner to deal with them as I couldn't cope. Kept date of 24th March.

I rescheduled this delivery for the 9th April because I had COVID symptoms and didn't want to risk THEIR STAFF getting sick. Delivery was then cancelled because of lockdown.

I get a text on 8th May to say it will be delivered on the 19th May. Tried calling to confirm promised PM slot. Could never get through. Sent two emails, which were completely ignored. Called twice yesterday, was PROMISED by Sam and Shawna it was on the truck and out for delivery today. Told them I have had no other confirmation bar the text on the 8th. Requested a manager to call and confirm PM slot, as promised the last three times. No call back.

Today, still no text or call. I phoned CS to confirm delivery time for today. Told by Danielle that NOTHING was actually scheduled to be delivered today. I said I was promised yesterday, please check the notes. They LIED yet again and said they told me yesterday it WASN'T on the van and there was a problem with distribution! I have AGAIN asked for a call back from management and NOTHING.

My partner is working 18-20 hours a day to ensure that healthcare patient safety systems are running to enable hospitals, care homes, and hospices around the world have adequate facilities to report on Covid-19, and he had to help me dismantle the bed yesterday, then SLEEP ON THE FLOOR and will now have to help me REBUILD IT when he wakes up before he carries on providing 24 hour support to front line services.

This is not acceptable. You have taken my money and keep LYING to me regarding the deliveries. The way we have been treated is beyond disgusting. The attitude is disgraceful. I want my money back NOW. I am now contacting the Ombudsman to make a formal complaint. I will also be making a complaint to the ICO over the lack of information provided in response to a SAR and the very late compliance of this request which was in breach of the ICO SAR regulations. I have added my order number so no excuses not to check my account and resolve this issue. Not holding my breath though.

I have bought the Sealy Melbourne Divan

I have bought the Sealy Melbourne Divan Bed from benson for beds. Looks amazing and in store felt really comfortable so i bought it. Costing over £1000 for a bed that states spin alignment, breathability properties, perfect pressure relief and offers full body support.
Within 4 nights it saged where i was sleeping. I reported this and was told too rotated the mattress every week for 6 weeks. I did this and still they is a dent where my body has been. It has been inspected by a technician and he told me that he only reports his findings and is up too bensons for beds too decide if it is faulty. And what a surprize. To them its not and wont change it unless i pay them 10% of the cost of the bed. So i will be over £100 out of pocket. In their letter they say that the technician has said it is not faulty. But is not the case. Seems to me they are just passing the book and constantly lying too me. I have also been told by staff that a bed of this kind should not sage where i have been sleeping and should reform back too its original shape. So it would seem customer care dont give a dam about their customers and just take the money and run so too speak and constantly lie. I had a bed 15 years and was in better shape than this. Really is a joke this company.
I have sweet in this bed, had no spine alignment at all and the bed does not reform to its original shape. But they wont do anything unless i pay 10%.
Seriously dont buy a bed from them. You will be messed about and ripped off and even if they do offer a exchange it will cost you.
I will not let the matter go.
Date now 14th april
Update. Benson for beds now confirm the mattress is faulty and will arrange collection. They wont do me a deal on another mattress even though they did one on this faulty mattress. They said some one will phone me too arrange collection within 2 days.
One week later and no phone call. I wont get a refund till the bed is picked up and they wont pick it up. I explained they is a bed i want too buy thats in a sale over the easter but wont do nothing till after the easter holidays. Im over £1000 out of pocket and cant buy another bed ive seen so they are costing me money as well as keeping hold of mine.
I will be taking this further.