Worst Experience and Customer Service from Bensons for Beds (BFB)! I placed a order for a bed frame in February 2020. Due to the pandemic, this was delayed and out of the control of BFB. I finally received my delivery in July. In putting the bed together, I noticed there was an issue with the brackets. The footboard brackets were higher then those on the headboard meaning that the sides / frame was slanting down on the headboard side. I sent pictures of this to BFB and they proposed a “HomeServe” engineer comes out to resolve the issue. After waiting another 3-4 weeks, the engineer arrived to tell me exactly what I had told BFB; the brackets were positioned wrong. The engineer then proceeded to take pictures (like I did and had provided BFB already) and create a report to give to BFB. BFB then contacted me to say the brackets needed to be relocated and they would send out another HomeServe engineer to move them. This would be another 4 weeks wait for the engineer. Not only was I not happy about this wait, but also because the first HomeServe engineer could of done this. More importantly, I wasn’t happy with them moving the brackets as it would of left holes in the fabric and frame from the re-positioning. After some back and forth, I agreed with BFB to get a replacement headboard which they assured me would fix the problem based on the HomeServe Report / measurements the engineer had provided. I was told this would take 6-8 weeks. At 8 weeks I called BFB, and was told it will arrive within 2 weeks and they would call me to let me know the delivery date. They didn’t call me and I chased them. Finally, after waiting on a call (30 Mins+) to get hold of a BFB Customer Service Representative, I managed to get a delivery date. Today (October 29th 2020), the replacement headboard arrived and they collected the previous (faulty headboard). To no surprise, the headboard they sent was exactly the same as the one they sent me before and manufactured incorrectly. My questions are: - How did you manage to make the same mistake twice when you sent out a engineer to look at the original issues, create you a report so you knew exactly what the problem was to resolve? - Have other individuals who have brought this bed frame experienced the same issue? Why are you not doing anything about it? I have asked for a full refund which the advisor told me they have to collect the bed before they give me a refund. Which I disagree with as you’ve messed up twice, therefore, I’ve lost trust in your service. However, happy the frame is going back. I have also asked that the refund team be made aware of the collection date so they know to issue the refund right away so I don’t have to wait any longer! Overall, I feel like I was more then flexible with the unsatisfactory service from BFB and this should be escalated to your senior team and executive management. Clearly you have an issue and have no control on how to handle situations like this. I wouldn’t advise anyone buying from BFB, especially if they are looking to purchase this frame - Langdon Upholstered Bed Frame. Saying “Sorry” and making a customer wait (8 Months Total) is bad service (Albeit disrupted by COVID) but you have been operating like normal since May/June. A refund doesn’t suffice, you didn’t propose a gesture of good will or anything to make this experience better. I hope this review is useful to others and from my experience, I would really recommend you steer clear of BFB and look at alternative bed companies!