We will never use this company again. We are still trying to get our money back. We have ordered a double mattress from Bensons, which we cancelled at point of delivery as it did not fit but refund is refused by Bensons for Beds. At point of purchase, apart from the receipt, we have not received any other documentation, such as Terms & Conditions, Measuring and Customer pack from Bensons. We are aware that this should have happened as the delivery man has informed us. We have checked Bensons T&Cs online, which confirms cancellation and refunds within 14 days of returning item. It is unclear what process they expected us to follow for cancellation though as talking to Customer Services, refund was not an option they offered to us at all because we bought the mattress in one of their shops. So I guess different T&Cs which we still don’t have sight of as it does not seem to be published anywhere. Bensons has attempted to deliver the mattress in September, during which it became apparent that we have been misadvised about the possibility to deliver the mattress to our house. The delivery man has informed us that we need to sign a waiver to get the mattress delivered as the mattress is too big and they will have to bend the mattress. The delivery man also stated that if we sign the waver we will fall out of refund as well as exchange policy would we experience any issues with the mattress later on. We have discussed the matter with the delivery man, as during the purchase we have specifically asked the sales person if the mattress can be delivered as we live in a cottage with a narrow staircase. We were reassured that the delivery man is trained and they can deliver the mattress to the specified size. The delivery man informed us that this happens all the time and they are facing clients with similar issues at point of delivery. As we were not happy, we have not signed the waver and we have refused to take the goods. We have asked for confirmation of the refusal and cancellation from the delivery man but we were told that we need to call Customer Services as they are the only ones who can confirm cancellation and refund. However, we were reassured that as the mattress is taken back to the depot it is standard procedure. We have rung Customer Services at which point we were told that they will not refund our mattress. They have offered us a replacement option with an additional 20% charge or they advised that we can seek independent legal representation. We have considered the alternative product offered however as the product that they offered was not fit for purpose and would have created the same delivery issue, we have asked for a refund. They have repeatedly refused. Consequently, we have contacted American Express on the same day of attempted delivery to open a dispute case and get our money back. American Express is still working on the case but it is not resolved as they are awaiting response from Bensons and asking us for Bensons cancellation policy document, which we never received. We will see what outcome we get. However, we want to report Bensons for Beds and flag with potential customer in the future the issues we are experiencing as it is disgusting that they can defraud someone of over £500 without any consequences.