I am writing to share my disappointing experience with Bensons for Beds, particularly regarding their delivery service. I had paid for dismantling, recycling my old bed, and the setup of my new bed. Unfortunately, the delivery driver, an English gentleman, was quite rude and seemed to have an issue with the fact that my apartment is on the third floor. He claimed the bed board was too large to take up the stairs, despite his 20 years of experience. I ended up helping him, and surprisingly, it fit. After making a comment about his extensive experience, he became defensive and stated that they do not dismantle beds. I reminded him that I had paid for that service, but he shrugged it off, insisting I should call the store. When I reached for my phone, he began to call someone to explain his side of the story. I managed to speak with a customer service representative named Chris. After relaying my concerns, Chris instructed the driver to leave and exhibited a dismissive attitude. I informed him that I was recording the conversation for clarity, but he was not pleased, attempted to hang up, and made disparaging remarks about the store manager, Kyle, who had assisted me with my initial purchase. It’s worth noting that Kyle had been very professional and kind, which is why I chose to shop at the Bensons for Beds Liverpool location in the first place. After the delivery, the driver left the bed in the hallway, not even in the bedroom, leaving me with two beds that needed attention. I decided to reach out to my local store again, where I spoke with the store manager, Mo Uddin. He was incredibly understanding and confirmed that the delivery driver had indeed been supposed to dismantle my old bed. Mo arranged for someone to come out that same day to handle the dismantling and setup of my new bed. His exceptional customer service made a world of difference. I then called the Liverpool store and spoke with Kyle about the issues I faced. He apologized for the inconvenience and refunded the costs for dismantling and recycling, as well as an additional £40 for the delivery charge as a goodwill gesture. His attentive approach reaffirmed my positive impression of Bensons for Beds. In contrast, Chris’s behavior was disheartening and detrimental to the company’s reputation. If I had encountered him first, I likely would have reconsidered my purchase entirely. Bensons for Beds should prioritize hiring more employees like Kyle and Mo, who provide the kind of approachable and professional service that customers appreciate. Overall, despite the initial mishaps, the resolution and support from Mo and Kyle ultimately restored my faith in Bensons for Beds.