Bensons for BedsReviews 73

Purchased a bed in store in March before lockdown for delivery. We were told that deliveries had been paused which is understandable. Lockdown was over and we still had no news about the bed, until 4 weeks ago when we finally got through the customer service line and they told us delivery was expected at a specific date. The bed simply didn't show up, so rang again to clarify this and they just apologised and guaranteed delivery at a later date. They sent us a text 1 day before arrival with a delivery slot, the driver showed up 2 hours late only to tell us that they had our bed but NOT THE MATTRESS! We have had to sleep in a sofa bed since lockdown started and the only thing they offered was a £50 to purchase an airbed. Again they sent a text yesterday with a delivery slot, no sign of the bed and after calling them and being on hold forever they tell us THEY DON'T KNOW WHAT'S HAPPENED and they need to open an investigation. This company is absolute jokes, the lack of professionalism and communication as to what's going on with an order that cost us almos 1000 quid, it is just appalling. 5 months waiting for something that is not arriving. STAY AWAY FROM THIS COMPANY.

We bought our bed in February, had the delivery date changed several times by Bensons, lost the bed, given our bed to another customer, wasn't on the lorry when it was to be delivered, the bed frame is here, but we don't have the mattress. Etc. Went into the store and asked for a refund, they said they would have to take a 20% cancellation fee (That would be £250-£300) or wait till the 30th July for the bed. That was a two-month wait! Now we've been chasing and asking for a confirmation of delivery, they said the warehouse cannot locate our goods, so they have reordered it. So that will be another 3-4 month wait. Shocking customer service, staff don't care and tell you there is nothing they can do. Taken our money, but no bed. We will be taking legal advice and probably end up taking Bensons to small claims court. I will be giving Bensons negative reviews on every social media platform.

We ordered a bed on 27. 02. 20 costing £1500, had I read these other reviews I wouldn't have bothered. Very pleasant sales girl. Was due to arrive 24 March but because of lockdown was delayed. Ok no one could help that.
On 1 May the bed with headboard was delivered.
On unpacking we discovered the headboard was the wrong colour, and also one of the drawer runners was broken.
Took photos and emailed Bensons same day,
Nothing happened, so tried to phone but impossible to get through one time there were 47 people in front of me in the queue. After phoning most days just stayed on phone for over half an hour only to be told parts and headboard had only been ordered on 15 May. I had sent 3 emails none of which were answered. Getting fed up by this time.
A customer services man rang once and said more or less there was nothing they could do and to stop ringing!
Anyway today the part for the drawer arrived in the post but can't get through to let them know so a person can come and fit it! Just keep saying no customer service available at the moment and to call back, but when.
Ombudsman can't do anything until 12 weeks after delivery.
Stalemate and no message on headboard. Also was told they couldn't take the bed back due to virus.

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 ordered a bed at £699 from Bensons and was told they would call back inside two hours. No call. It took me a day to get in touch with them and guess what? It woulld take 25 days to deliver. What? Nearly a month. Money back please. I emailed a cancel order as well as saying this over the phone. A week passed, no money. I phoned. We have not got your email or cancel order notification. I typed one up there and then, yes we have it now. Ok when do I get my money back? It takes a week to process then up to five days to pay it back.
I know this is a German/South African company, but we are talking from an order placed on 30/5 and no chance of a refund until at least 19/6. Not exactly German effiency is it? More like Shanty Town traders.
I bough the same bed delivery within five days £100 cheaper from Floors and Snores in Garforth, Leeds so it just goes to show does it not?
Bensons wanted £15 to unpack it and put it together and they do not take old beds away.
F and S free delivery, free assembly £10 to take old away unless you want to pay £20 to the council... You would be better off with Benson and Hedges at least you know where you are with lung cancer, unlike Bensons Beds, who I suggest should go back to South Africa.

I bought a bed from bensons, they kept delivering the wrong bed, it took 4 deliverys over 3 months and numerous phone calls to get the bed delivered, no apology for all the days I had to have off for deliveries, and dont bother with ombudsman as that is a complete waste of time, they are obviously paid by bensons, all in all Ive never had such treatment from a business, when I ordered the bed they wouldnt let me pay by credit card, I assume this is because you have more protection paying by credit card

Do Not Buy from this company. Awful. Truly Awful.

The Guardian newspaper wrote about the Bensons For Beds scam in 2012 and sadly we had not read it. Look up 'Bensons for Beds mattress guarantee is giving me nightmares'. You'll find it online.

In essence, we fell foul to the same. Complained about a mattress we bought. B4B sent an 'independent' evaluator. He said that my son had sat on his bed. Shock horror! Whatever else. He may have even slept in it at one point!

That was their reason for not changing the mattress. It was 12 months old. My son has had to have chiropractor sessions to sort out his bad back. Not something a 14 year old should have to endure.

Avoid this company at all costs becasue their independent evaluators are not. Even when we approached the furntiure ombudmsan, they say that B4B cannot be evaluated independently because they are already independent. Eh?! Makes no sense. We then tried section 75, through our credit card, to get our money back. They wanted us to pay £250 for an independent evaluator. The mattress was only worth £330. There is basically no recourse.

3 words of advice; Avoid, Avoid and Avoid.

What a rubbish company Benson for Beds is!
I ordered a double bed online 2 weeks ago with expected delivery of 1 to 3 weeks.
Got a text this morning saying bed was coming this Thursday between 7am and 1pm.
Unfortunately my wife is going into hospital Thursday morning for an operation and i am driving her there early morning and bringing her home late afternoon so called Benson for Beds and spoke to a rude woman named Sam who advised me if i do not accept Thursdays delivery date there would be a £39 additional delivery charge.
I said i was not happy about that and any other day for delivery would be fine except Thursday and she refused to change it.
I was then transferred to Internet sales and spoke to Annie who said she would put bed on hold and get back to me with a free alternative free delivery date which i agreed to.
A while later i had an email saying she had tried to call me but i didnt pick up ( which was a lie as i had my mobile with me at all times with no missed calls) and earliest delivery date was 21/8/2017 which was another 3 weeks on top of the 2 weeks we had already waited!
I telephoned my son to see if he could take a half day off work on Thursday to take delivery of the bed and his manager agreed to a short notice half day off so i emailed Internet sales dept back and advised to deliver bed on Thursday as agreed as my son could get a half day off work.
I was then told my order had been put on hold and i have lost the option of delivery on Thursday and i would have to wait 5 weeks for delivery.
Absolutely shocking customer service
I would never of ordered from Bensons for Beds if i knew how they operated and the contempt they have for their customers.

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.