Last October my wife placed an order for a bed and bedroom furniture totalling over £3000 paid in full on the date of order, the furniture in question is of excellent quality and we are happy, however initially the order was mixed up and we had to wait 12 weeks for the correct chest of drawers to arrive. When they arrived one of the chest of drawers had damage to the top, this was discovered by the furniture builders that do work for Bensons. So another top was ordered 12 weeks later this arrived at store and this one was also damaged on the corner, “obviously been dropped”, this was then reordered at the Rayleigh Essex store by Graham who then told us that he had agreed with the area manager to compensate us £150 but only on completion and once we were satisfied. Last week the new top arrived at the store “still hasn’t been installed yet” we were then offered £50 compensation, my wife mentioned that we were offered £150 by Graham so how come this has now been changed to £50, after calls to CC to and throw we have been told take it or leave it if you don’t like it policy is for you to go to the Ombudsman. If we had gone through finance we wouldn’t have started paying until the order was fully satisfied. I have since had a reply from Carl a senior for esculations which I will post below, shocking experienece with this company. Thank you for your recent contact. My name is Carl and I am a Senior Advisor on the High Level Escalations Team. We work on behalf of the MD and CEOs as they do not deal with customer complaints themselves. I am sorry for the issues that you have had on your order, I appreciate the frustration that this must have caused. However, compensation is always a good will gesture and is not something that is required to be offered by law. In saying that, we do realise that there are occasions where it is appropriate to offer a good will gesture as an apology for the issues that a customer has had to suffer through, but we have to put limits on what we offer our customers. In your case, the advisors that you have spoken to have offered the most that they can. We cannot offer you £150 as this is way over the limit of what is allowed and I am very sorry if this has been offered to you in error. However, in order to find a resolution, I can increase the offer of compensation to £75, but this would be our full and final offer. If you are still not happy with this amount, then you would have to seek out third party advice from Trading Standards or Citizens Advice, or as you have been previously advised, take up your case with The Furniture Ombudsman. Again, I am very sorry. I know this is not the answer that you would have been hoping for, but we have now offered you all that we can. If you require any further assistance, please do not hesitate to contact us. Kind regards, Carl