Bensons For Beds

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. 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.

DO NOT USE THIS COMPANY !!!!
Just had a call from the delivery team at 7 am this morning to say our divan base is on the lorry but the mattress is out of stock, absolutely fuming we have told them to cancel the whole order as this is the second delivery date we had, how can you deliver only part of the order you have had nearly 4 months to get this right. Now we have to drag a kingsize bed from the garden back up into the bedroom not happy at all, this company should not be trading if they can't deliver the goods and we will have to spend ages on the phone to get a refund now.

Appalling service and extremely poor communication.
Faulty mattress agreed by the Co. Purchased a replacement from them only for that mattress to also be faulty. It had an ottoman base in two parts and the wrong and damaged base was delivered once and then when replacing that one a further damaged one was delivered. This one was wet, the packaging torn and the cardboard protection absolutely sodden. Organising collection very difficult and time consuming, spent over 9 hours on the phone in total, mostly on hold. The company's stated comms' methods for deliveries are not followed. Customer Service does not always call you back and when you speak to an adviser everything has to be repeated and it appears that the internal communication is also terrible

I rate Benson's for beds not even one star! Customer service is worse than useless, completely unable to contact by phone and emails which bounce back to me. Don't be taken in by 40 night trial, after 20 nights I requested an exchange only to be told it was too soon and wait until full trial period was up. Since then I've spent hours on phoning without success, emails bouncing back, being told unless I could send photos of mattress they couldn't help me. My tablet won't allow me to use camera after SD card was corrupted so had visiting builder to take photos but Benson's didn't get them. Exchange should have taken place on 13/6/22 at 12.30 but 12.15 delivery van rang to say my mattress wasn't on van so kept the one I had. Rang Benson shop only to be told they couldn't get one until 27/5/22! Finally it did arrive but guess what?they wouldn't take the previous one, so despite numerous complaints, emails to Benson shop and suggestions of likely pick up on a certain, in a few days, as soon as possible..... I still have the mattress standing upright in my conservatory. I've told them it's going outside today regardless of the weather, still not heard from them. So frustrating and time wasting, no care for customers once they've got our money. Bed and mattress delivered on March 10th, twenty nights trial and it's still in my possession unfortunately. I offered to get charity to collect but heard nothing so in ten minutes it's going outside in the garden where the foxes, badger and cats with have fun on it! Don't touch Benson's for beds with even a barge pole, worst company ever.

Ordered new mattress March 20th. Got a delivery date for 27th April. Had text messages confirming order the weed and one day before. Then on the day nothing happened and I had to phone to see what was happening with it. They said it’s not in stock! Unbelievable! They then said 31st May. The day came, same thing confirmation day before. Phoned in the morning. ‘No sorry. Not in stock’ . Then took 1 hour 35minutes to get through to customer service for a refund. They convinced me to give it another go. Now waiting for June 20th. Definitely will be requesting a refund when it doesn’t happen. Pretty sure it won’t. It seems to be there policy to leave it till the last minute to disappoint people. Just mean!
I’ve got a bad back and I need my new mattress. Big companies think there so big they can treat people very poorly. They should be better regulated and fined with as many bad reviews as bensons for beds have got. It is so diapointing.?just a mean trick to play

Divan bed and mattress ordered way back in February, due to delivery 4 April. No delivery arrived. Rang customer services who responded "your order seems to have disappeared". Re-booked for 11 May which was the first available slot. Divan bed arrived, but mattress didn't. Called customer services and was 99 in the queue. When I eventually got through I was told that my query would be put through to the escalation team who would contact me within 24 hours. Two days later text message was received with a delivery date of 1 June.
I received a text message last Friday confirming my delivery would be between 1 and 6, however, at about 12, I received an email stating that due to difficulties my delivery would not be made and a new date would be sent within 24 hours.
If I could give less than one star I would.

Ordered a mattress in February, 5 weeks delivery not a problem, confirmed delivery a few days before with a 6 hour window. Got a text message 3.5 hours in to the window saying they couldn't find it in the warehouse and would be rearranged. Got the rearranged date for a further 5 week delay, confirmation a few days before delivery date but 3 hours before delivery got a text cancelling delivery. After first cancellation tried to get hold of call centre but was 101 in the queue, left a message on Facebook messenger and got a reply after 6 days saying the account was not in my name as we had bought in my wife's name, sent a reply to them but never heard from them again. Tried calling the shop but no reply after both failed deliveries. Got hold of the call centre eventually and asked for a refund to be told that could only be done through the shop. Got hold of the shop on the second day after the second failed delivery and spoke to Ben, he authorised the refund but had to speak to head office to process it. Ben phoned back to confirm the refund. Paid back to our card after 2 days. Happy now but no mattress.

Never going to buy anything from this place. Bought a sofa bed back in December 2021, give months down the line we are still waiting for it! Every time it's suppose to come either nobody calls or we get a call an hour before delivery to say they can't deliver. Hey keep promising they will get it delivered and give us some silly excuse as to why they can't deliver it. We've wasted so much time waiting it is ridiculous. Customer service is appealing, no pictures calling the helpline as they are useless and cannot provide you with an answer, that's if you can even get through o them! We will never buy anything from this place again.

AVOID
Wish I'd checked for Benson reviews before spending £2.6k with this company. Our bed was delivered with a missing headboard, which prevents us from assembling the bed. Bensons can't deliver the part for one month!
To add to our woes, one of the parts we do have came broken. Call the customer service help line and I'm number 49 in the queue. After 10 minutes on hold and not changing queue position, I hung up.
Email customer service and their response is an answer within 7 days!
If I do not hear from them within 7 days, I will be reporting them to trading standards. It was a very poor error the day we shopped in Bensons store.

Do not buy from Bensons for Beds, whatever you do. Visited the Solihull branch to buy a mattress we'd had before, as the quality was good. Sales process was fine, and even got a discount. Then it was all downhill from there.
Booked a day off work for the delivery, received the text and was waiting with an empty bed frame for the new mattress. New mattress did not arrive, no call, no text, nothing. Then finally, a call from a random mobile number, telling me it won't be delivered that day.
Reorganised for a different day (I had to call them, not the other way around), waited again, and guess what? No delivery, no call, nothing. Dreadful.
Was told they'd get in touch when I followed up, then nothing for several days. Eventually got a text message with a new date over a month away, on a day we weren't available.
Had enough by this point, so called the Solihull branch for a refund. Was fobbed off three times waiting for the manager, eventually got back in touch with me to refund card and I barely got a sorry.
If you buy from Bensons, don't expect your delivery to be fulfilled. Don't take time off work. Don't expect a follow up call. Possibly the worst customer experience I've had for a £1,000+ purchase.
I'm now £600 out of pocket after I had to take time off work, and Bensons for Beds literally couldn't have cared less. Does anyone have any legal advice?
Shop at John Lewis – our new mattress is on the way within a few days and we've been called to confirm everything already.

Ordered on the 6th of Feb 2022. First delivery was cancelled due to lack of materials. Second delivery was cancelled due to bed being lost in the warehouse. Third delivery, which was due tomorrow, was cancelled due to lack of stock and van capacity. Customer services hung up on me whilst I was in the que on the 'phone. Customer service also hasn't responded to my email sent in April. I am locked into a finance agreement for a bed and other items I have not received. Absolutely disgraceful service and I would strongly advise you avoid this company at all costs.

I ordered a small divan on 29/10/21 & was assured delivery would be within 3 months, six & a half months later the bed was scheduled for delivery today. I’ve just had a call from the delivery man to inform, he has the frame but doesn't have the mattress & he doesn’t know where the mattress is…..you couldn’t make it up… this company are shocking so, today i’ll waste hours trying to get through to customer service to request a refund. I cannot deal with this shambolic company any more. Save yourself the stress & disappointment & buy from another supplier.

We ordered a mattress 5th March and agreed a delivery date of 11th April. 8th April we were advised (via email and text) that there were 'operational difficulties' and they could not deliver on this date. We were told that noone would be able to give us any more details and we should wait to be contacted to rearrange delivery. We were given another date that we could not do and then a date of 17th May.
17th May we took our old mattress from our bed before 7am as requested and packaged it up ready for Benson's recycling service. 10:24 we get an email saying it cannot be delivered due to 'operational issues' and again that noone can help me!
Now I am testing that by working my way through from number 97 in their telephone queue to number 19 in 1 hour 5 minutes.
I will be trying to get order cancelled and go to a company that is more transparent.

Bought a new Superking mattress. With in a few months it started to form craters. Very uncomfortable. Contacted Bensons. It was a bit of a battle but eventually they said they would send an inspector. But I had to pay for it! I could claim it back if the inspector agreed it was a fault.
The inspector agreed there was a fault but then began the battle to get my money back for the inspection and a replacement mattress.
To be fair it was during covid and I did eventually get both.
Now the replacement mattress has sunk exactly like the first one did. So here we go again!

Ordered a replacement bed under guarantee as the 3yr old mattress I bought off them was faulty and had 4inch dips in causing lots of pain and discomfort. New one ordered 8/2/22 for delivery on 23/3/22. Delivery cancelled 1.5hrs into the 2hr delivery slot after I had dismantled the old bed ready for collection. Promised call back in 24hrs. Had to rebuilt the old bed. 6 days later still no call so called them. 97th in queue and got cut off at 5th after 1hr40mins on hold. Called back 93rd in queue got cut off again at 7th. Called the next day at 9am when lines opened and was still 28th in queue. Asked for a refund but was told I would only get a partial refund as the bed was 3yrs old and that a refund wouldn't be processed until they had collected the old one and it had been scanned back into the warehouse which would also take weeks and leave me with nothing to sleep on between collection and the refund being issued and cleared into my bank. Had no choice but to wait. Emailed the CEO and case was passed to an agent who promised he would personally handle the order and promised it would be delivered next time. Was given a new delivery date of 26/4/22. Morning of 2nd delivery I got no text or email to confirm so I called them. Went through telephone options about deliveries today and had the phone picked up and dropped immediately 4 times! Called back and used options for customer services instead. 39th in queue and took over an hour to be answered. Was assured delivery was on its way and would be a couple of hours max. I asked if the whole order was on the van and could they check as I had seen on social media that people were only getting part of their orders delivered. Was put on hold for 8 mins then was assured again that the base and mattress were on the van and the driver had just completed drop 1 and I was drop 5 so wouldn't be too long. Dismantled the old bed yet again ready for them to take it away. Then I got a call from the delivery driver who informed me that the base was on the van but not the mattress. This time I went into store and demanded a full refund immediately and even warned other customers of the issue I had and they left the store. They issued my refund to get me out of store and said that someone would call within 24hrs to arrange collection of the faulty bed they sold me 3yrs ago. I have now emailed them 4 times to arrange collection of the old bed and not had a response. I have had to tell them that if I don't hear anything from them by 20/5/22 when my new bed from Dreams is delivered then I will assume they no longer want to collect and will arrange for disposal. Asked for a response within 14days and still nothing. Avoid this company!

Ordered bed,mattress, headboard, about 01 01 2022 7 weeks later it all arrived as promised. Week later headboard end of Divan broken Purchased from Whitfield store Dover.Staff were brill ,said they would sort out.Was given a delivery date.No show,no call.Returned to store.Another date no show.Emails sent to CEO.Logistic problems at warehouse. OK.Store came up with a plan,il take an xdisplay, lower price .That was poo pooed, by those up the chain.Emails sent back and fourth.My bed replacement is still on a truck waiting to be off loaded,they will contact, for said delivery date.Nearly two months now,waiting for a replacement. Its not so much,the wait,but the false promises of a delivery date but themKNOWING,it wasn't going to happen.The staff are fine,and helpful in the store,but are limited to how far they can go.On the other hand,they are aware of the logistics, yet are still selling beds,and probably giving false delivery dates,does that put them in cohoots with those at the top.Well am awaiting for an email in the next couple of weeks,to say when it's on its way,haven't that much faith it will arrive,in good order and on said date.

Bed should have been delivered this morning . No show. After waiting on phone for over half an hour for customer services to respond was told that bed has never left the warehouse and i should have been informed. Of course i wasnt . Put through to customer services who didnt answer. Sent an email. Had a response :situation out of their control. Will contact me within 24 hours. I eagerly await this call. They are quick enough to take your money and are constantly advertising but are not fulfiling their commitments. These guys should be reported to Watchdog

Ottoman divan arrived on time after a long wait, unfortunately one set of hinges was loose in the ottoman the other side hanging off because the screw hole was incorrectly placed. I spent 2hrs position 94, getting through, told to send a video which i did, heard nothing, another 2hrs of ghastly music to order a replacement. The bed was unusable mattress still wrapped when I found a fist size hole in the chipboard under the fabric on the non divan half. Tried to call over the weekend and was cut off at position 1, finally managed a call back yesterday for a refund on paypal. Hope i get it before they go bust, avoid them at all costs

I don't even know where to start, reading all these reviews from only the last couple of weeks all mirror my experience. At the start of January 2022, myself, my wife and my four-year-old daughter went to our local Benson for Beds, we purchased a new bed for my daughter and my wife and I got a new mattress, which had been a long time coming. The shop staff were great, but that’s where the positives end.
We ordered a childs bed, a childs mattress, a set of draws, and an adult double mattress. 6 weeks for delivery, great. Messages all along confirming everything is fine. My wife takes the day off work for the delivery which did come, however, it was all over the place. The childs bed came, the draws came, and another set of draws we didn’t order? the child’s mattress came but was filthy and our mattress was missing.
What follows is a series of too many failures to mention. From texts pleased to advise they are changing our delivery date on the day it’s due for another months time, us taking multiple days off work for nothing, delivery drivers who did try to help didn’t know what was going on and seemed equally angered by their employers, no answers, even customer service staff on the phone (when you can get through) shrug their shoulders in confusion (or simply don’t care), honestly if I wrote every issue and listed all the misinformation we’ve had with this company this review would take way more time than I’m willing to commit to them as they have wasted enough of my time already.
It’s still on going. Shop staff are great, delivery drivers (when we see them) have been great, but everything in between is a stressful and unreliable mess.
Wish I’d read the reviews first. If that’s why your reading this, go anywhere else to purchase your bed.