Appalling customer service... The experience in the shop was fine. Staff was helpful. But... The bed delivery had been agreed for 5th November 2018. However, when it was delivered one mattress was missing. I had dismantled the previous bed, but with one mattress missing the new bed was not fit for purpose. No explanation was given as to why the mattress was not delivered. After spending a lot of time on the phone to customer services I was promised that the second mattress would be delivered one week after the bed delivery. The day came, and the wrong mattress was delivered. I have ordered one mattress with the firmness “2” and one mattress with the firmness “3”. I received two mattresses with the firmness “3”. As the label was folded over I could not see it as long as it was in the packaging material. I will have to stay at home for a third day for the exchange of the mattress. In addition I have spent a lot of time on the telephone, as customer services are very hard to reach (today the automated message says, waiting time 103 minutes!!). I tried the automated call back system previously, but it doesn't seem to work. I have sent an email (an got an automated reply) which has not been answered after 9 days... I was promised that someone from Bensons for Beds will ring me back after the second mattress was delivered. It never happened. What else can be done? It's an appalling customer service. Addition on 11th December 2018: Today between 7am and 1pm the exchange of the wrongly delivered mattress should have happened. Now we are well into the afternoon. No sign of bensonsforbeds, no contact, nothing... and I have to go out... How long will this continue???? Addition on 12th December 2018: Bensonsforbeds still didn't contact me. If I don't make the effort nothing happens. Once they have your money they don't care. Today I've spent about 2 hours on the phone (getting through is the problem) but all they can say is, "We are looking into it." I will find out how I can step up the game... Addition on 21st December 2018: Today between 7am and 1pm the exchange of the mattress should have happened (for the second time). The delivery man rung me at 4.35pm informing me that he hasn't got the correct mattress. This was the 4th day I had to stay at home, without result. I am now determined to return the bed and get a compensation. I rung the retail place (because it is near impossible to get through to customer services), and they told me that the bed has to be returned first before they can refund the money. I'm worried that they may pick up the bed and I will never see my money. I have a solicitor on standby, and there is also the ombudsman... What will happen if this marode business goes bust in the meantime? I will continue writing the saga once there is an outcome. Addition on 19th January 2019: The manager of the shop where I selected and ordered the bed was helpful. I had to organise the return of the bed through him as it is near impossible to get through to customer services. The bed got picked up on 8th January, but not without irony: The delivery people had two job notes - 1) to pick up the complete bed, 2) to deliver 2 new mattresses. Of course I refused the delivery. What sense does it make??????? This week I actually got my money back. So, there is something positive. I will still ask for some sort of compensation as I had to stay at home for 5 days for a complete shamble. How I will do it? I will find a way, but emailing them is a waste of time as they don't reply to emails.... Summery: Stay away from bensons for bed.