I bought an ottoman bed from the store in Witney; when the salesman said that an external company would deliver and assemble it I said very firmly that I didn't want to be stuck managing third parties/other suppliers and asked that he confirm that by signing the order form I was getting a guarantee that it would all go through without me having to deal with third parties. The day before the promised delivery I was telephoned by someone wanting to know when they could come to assemble the bed - after it had been delivered! I said that this wasn't the agreement and that I had nowhere to store the new bed while waiting for assembly (several day wait, it seemed). That's when I encountered all the problems that everyone complains of: very long wait times for the phone to be answered, emails not replied to, etc. The only time the staff at the Witney shop showed any animation was when I said that I wanted the order cancelled as they couldn't fulfil the terms on which I purchased it - he perked up enough to say there would be a 20% cancellation charge. Delivery drivers tried to deliver nonetheless; agreed I had nowhere to store a bed pending assembly; said that this happens all the time. I went back into the store to get a refund. Sales staff lying on beds talking to friends (it seemed) on their phones. I did get the full refund, although the salesman flat-out lied, said he'd made it clear that I would have to wait for assembly and deal with outsiders. Reading this lot, though, it seems that I had a narrow escape. In fact the only serious response Bensons have made is when I made a posting saying that their Trustpilot ratings are fake: read them, they're all about service in the shop rather than the quality of the finished product and/or problems with delivery. Trustpilot reviews name-check the shop staff; are written at improbable times of day; have a 'sameness' to them. Narrow escape indeed.