Terrible - Terrible - Service, deal with them at your peril, and the saga continues... I am surprised Benson's are still trading.. Both my wife and I are approaching retirement. My wife has a number of conditions including full blown Fybromyalgia and Spinal Stenosis. Having taken medical and support group advice we sought a new mattress suitable for her circumstances. We chose Benson's because they (we thought) were a major high street player. We went to the Trostre store in Llanelli. Granted the sales person was very nice at the time (silvery tongue upon reflection), we were in store for nearly 2 hours during which we talked at length about our needs and demands - we wanted an extra firm King Size mattress. The sales person discussed with us the features and benefits of a firm 'strength 5' mattress and how it would be the ideal choice for my wife. We explained the problems my wife was experiencing, where we lived even to the point of the type of property we lived in. After much bouncing, laying, and testing we settled on a 'strength 5' King Size (very firm) at a cost of just over £700. We paid the deposit and the balance interest free, delivery date was 21 August.... Now the fun starts.... The day before we prepared for delivery, taking our old king Size (soft) out (slid it down the stairs) and carting it to the council skips. We tidied the bedroom, hoovered etc and cleared the hall way by the front door ( you go through the front door and straight up the stairs ahead). I was in work when the mattress arrived !!!!!!!!!!!!! It would not fit up the stairs !!!! The mattress would not bend or shift to fit under the ceiling part no matter how much the delivery men tried ( I am not blaming them in any) it was about 6" to low, they pushed and pulled and admitted that to get it up would involve breaking the springs. WHAT !! my wife cried.. yes they said " we have come across this loads of times, '5' mattresses do not give " Fortunately my wife refused to sign for the mattress and they took it away. She rang the store only to be fobbed off with the excuse that it was our fault for not telling them it would not fit - "How on Earth were we to know it would not bend, why didn't the sales person offer this advice in the first place when we were in discussion "? "Not our problem they said, we should have known it would not fit" (I will point out that we live in a basic ex local authority 3 bedroom house). I rang the store from work only to be fobbed again by the same thing, he offered me an alternative mattress - something softer that would bend a bit and go up the stairs- WHAT IS THE POINT OF THAT ? WE WANTED A FIRM MATTRESS... the man told me to ring Customer Services. I had to leave work early and when I rang Customer Services was kept waiting 47 minutes - YES 47 - before getting through. They said it was still our fault because we should have known a firm ' strength 5' mattress would not bend in any way. I accused them of not being professional and advising me of this on the basis that it was their job advise me of this because the sales person was aware of our circumstances. When I asked where my mattress was they said it had gone back to the depot in Tewksbury... SO... we had no mattress at home to sleep on and our new one was miles away... " We will send you a softer one that will fit up your stairs they said ".. WHAT GOOD IS THAT ?.. " We will return the one you have purchased " WHAT GOOD IS THAT ? They insisted they would not refund but said I could cancel the order at a cost of a 20% cancellation fee and refund the difference. I will be refunded by Friday. Well at least that is something I thought. My refund is now a week overdue and we have been sleeping on the settee so watch this space because I can't wait to see what happens next...