I bought a Pure Serenity mattress from Bensons beds last March, this was en expensive pillow top mattress. At the same time I purchased a new base from another reputable company as Bensons didn't have anything that I liked. After just a few weeks it sagged considerably I contacted them and they sent Homeserve to inspect it and they agreed it was faulty and replaced it with another one the same model which due to covid was finally delivered to me at the beginning of July.After just a few weeks exactly the same thing happened and I contacted them again as my feeling was it was obviously a faulty product design. They once again sent Homeserve to inspect it at the beginning of December and the technician could immediately see the problem, he measured the sagging in the mattress and it was over 5cm, well below settlement level. He mentioned that the mattress below was probably perfect but the pillow top was faulty. I didn't hear anything back from Bensons about the report so chased them up after 2 weeks had passed. I was surprised to hear their interpretation of the report! They said and I quote “there is no manufacturing fault and on this occasion the base isn't supporting the mattress”. Despite several attempts trying to ascertain why this is the case, by email of course as they are never available by phone, I have yet to get an answer! In my final email i simplified the question Facts - same mattress, same fault, same base all within a few months, WHAT CHANGED? Their reply - we cannot send the mattress back to the manufacturers as there is nothing wrong with it and we cannot discuss this with any further. I am now handing this over to the ombudsman, they have the worst customer service I have ever known and that it evident in the numerous bad reviews on this page.