Title: Shocking Customer Service from Bensons for Beds – A Nightmare Experience I am absolutely appalled by the terrible experience I have had with Bensons for Beds. I placed an order on 30th January 2025 at the Dover branch, expecting to receive quality products and service from what I believed to be a reputable company. My total bill came to £2085.95, which included three beds and a sofa bed priced at £654.88. As a 75-year-old customer, I put my trust in this company, hoping to receive the level of service and reliability one would expect from an established name. However, I have been thoroughly disappointed and feel completely cheated. First Delivery Disaster – Wrong Mattress Sent The initial delivery was scheduled for 24th February 2025. On that day, I received three of the ordered items, but to my dismay, the double mattress delivered was the wrong size—it was larger than the bed frame it was supposed to fit. The delivery team noticed the mistake and immediately reported it to their logistics team. I was then informed that I would need to wait for a new delivery date, but I did not expect the nightmare that would follow. Second Attempt – A Three-Week Wait for a Faulty Mattress After waiting patiently, on 24th February, I received an email stating that the replacement mattress would not arrive until Friday, 14th March 2025—a shocking three weeks later! Frustrated, I contacted customer service, hoping they could expedite the process. Their response? That was the soonest available date, and nothing could be done to speed it up. When the mattress finally arrived on 14th March, I thought my ordeal was over. To my horror, the replacement mattress was faulty. It was a Friday, meaning that I had to wait the entire weekend with no assistance available. First thing Monday morning, I called customer service again, only to be offered an air mattress as a temporary solution. I explained that this was unacceptable, as the mattress was meant for a 64-year-old woman with back problems, and sleeping on an air mattress would cause severe discomfort. The agent simply told me there were no other options available. At this point, I asked the agent if they truly believed that it was fair for the same customer to be subjected to this level of incompetence twice. Their response was to make me wait yet another two weeks for another replacement. The new scheduled delivery date was set for 1st April 2025. Third Attempt – Another Broken Promise Feeling helpless, I visited the Dover branch and personally spoke to the manager, explaining the situation and pleading for some form of expedited resolution. Unfortunately, he told me the date could not be changed and assured me that the mattress would arrive on 1st April. Then, on 31st March, I received a text message stating that my delivery was confirmed for the next day. Just when I thought my ordeal was finally coming to an end, I received a call from customer service on the day before the scheduled delivery informing me that, due to logistics issues, my delivery had been postponed once again—this time to 17th April 2025! I was completely shocked. I asked the agent if they had any record of my past complaints or issues. Their response? No, they did not have any record of my case. The agent simply told me that their job was to inform me that my delivery had been rescheduled and there was nothing more they could do. Conclusion – A Disastrous Experience This entire ordeal has been a complete disaster from start to finish. The level of incompetence, mismanagement, and disregard for customer satisfaction is beyond belief. I was sent the wrong product in the first place. I had to wait three weeks for a replacement. The replacement product was faulty. I was offered an air mattress as a solution for a 64-year-old with back pain. I had to wait another two weeks for yet another replacement. My delivery was postponed three times without valid justification. Customer service failed to keep track of my case and treated me like a new complaint every time I called. It is unacceptable for a company of this size to handle customers this way. I have wasted so much time, energy, and stress dealing with this company, and I still do not have the product I paid for back in January. The complete disregard for customer satisfaction and basic professionalism is astonishing. I strongly advise anyone considering purchasing from Bensons for Beds to think twice before doing so. If this is how they treat their customers, I can only imagine how many others have faced similar frustration and disappointment. Avoid this company at all costs!