This was sent a week ago and has been received. NOTHING YET.. NOTHING..... I shall be a little bit more patient ORDER NUMBER B3744406 MR DR MARTIN Sirs. I am writing to complain bitterly about the level of service and total lack of professionalism that I have received from Benson’s Beds. The circumstances are as follow: My wife and I are approaching retirement age and unfortunately Mrs Martin suffers from 2 life changing conditions – full blown Fibromyalgia and Spinal Stenosis. As a result of taking appropriate advice we decided upon the purchase of a new/suitable mattress, one that could accommodate my wife’s conditions and suffering. We wanted a firm mattress of Orthopedic standard and believing Benson's to be a leader in this retail sector went to their Trostre Store in Llanelli. This was on Wednesday 3/8/19. The salesperson was very accommodating, we left him in no doubt what our concerns were and explained needs and demands, this included my wife’s medical conditions, and how she was not sleeping comfortably on our existing soft mattress. He explained the features and benefits of a strength ‘5’ fully sprung mattress and left us in no doubt that it would help with the stresses of my wife’s problems. During the consultation we took the opportunity to lay on the mattress, roll around, and generally adopt sleeping positions. The consultation was informative - with a degree of salesmanship – and at times light hearted. Altogether we were in store for nearly 2 hours and finally decided to purchase a King Size strength ‘5’ mattress – code MATT HALO POCKET 1400 CR5 WHITE @ £699.99. The total order was £710.98 and after paying a deposit in store of £143 elected to pay the remainder over interest free terms. I completed the paper work during which the salesperson (quite rightly) went through the terms and conditions. This included access to the house/point of delivery in that the delivery men should not be obstructed in any way. I explained that this would be seen to and added that there would not be a problem because we lived in a standard ex local authority property and the stairs are straight in front when the delivery men come through the front door. The delivery date was set for Wednesday 21 August and the salesperson thanked us for our business. My wife and I left the store in an exited mood in anticipation of a good night’s rest. At NO TIME during the consultation did the salesperson discuss in detail the product in relation to access and some of the problems associated with delivering what was a very rigid mattress, the conversation was just an awareness for the benefit of the delivery men who would want to get to the bedroom unhindered and I reassured him that the route upstairs and into the bedroom would be clear. The day before delivery I carried our existing mattress down the stairs and folded it into my car and took it to the refuse skips. The bedroom was hoovered and entrance hall way made clear. There were no obstructions anywhere including stairs and landing. The mattress arrived on time, a 2 man team who off loaded it from their van and carried it in through the front door, then, discovered it would not fit up the stairs. The problem they encountered was the step to ceiling height was less than 5’ and with the overall size of the item it would not pass the space. I was in work at the time however I am assured by my wife that no matter how the delivery men pushed, pulled, wiggled, the mattress it would not fit up the stairs. They explained that with this type of mattress (stiff ‘5’) they often encountered this problem often, the only way to get it up the stairs is to physically force it which results in bending and possibly breaking the springs inside. My wife was naturally very upset and became anxious, she was on her own and faced with the dilemma of a mattress that would not fit up the stairs. To their credit I am told that the delivery men were most sympathetic and gave her the option of taking the mattress back to their depot in Tewskesbury, they also took some photographs. My wife rang the store in Trostre to explain the position however the staff were not willing to speak to her about things because it was I who had purchased the mattress. Having no alternative my wife told the delivery men to return the mattress, in a state of panic she then contacted me at my place of work and informed me of what had happened. I rang the Trostre store wanting to speak to the salesperson who had dealt with us but was told it was his day off. I spoke to another salesperson and explained to him what had happened. To my utter amazement I found that the man was actually blaming me for the fact that the mattress would not go up my stairs. A challenging conversation ensued during which this person used phrases similar to “You should have known that a ‘5’ mattress would not bend” and “It was your responsibility to know that the mattress would fit up your stairs” I could not believe this line of conversation. I mitigated by stating how was I expected to know that this mattress would not bend? We came to Benson’s for expert advice and the salesperson should have raised this aspect of issue as part of the negotiation, the salesperson was fully aware of our circumstances at the time. The salesperson then had the ‘common sense’ to offer me an alternative mattress! – Something softer that would bend. It beggars belief, I was sold a firm mattress on the basis of our needs and demands, if a softer mattress had been advised I would not be in this dilemma. Despite this the salesperson I spoke to at Trostre was adamant that this was not Benson’s fault but the blame lay with me because I should have realised the product I was buying. The conversation was going round in circles and he told me to ring the Customer Services desk who would deal with me. I arrived home soon after, my wife was hysterical. We had no mattress to sleep on and we had been miss sold a new one which was now on its way to Tewksbury. I rang Customer Services Head Office. I was kept waiting 47 minutes before finally speaking to “Elliot” the Customer Care man. I think he must have been made aware of what had occurred because he did make reference to the photographs that had been taken by the delivery men. A similar conversation ensued… “We will send you a softer mattress”…”We will return the one you purchased”…”It is your responsibility to make sure what you are buying is suitable”. By this time I was beside myself and conversation was pointless so I asked for a refund. Elliot put me on hold….. He then came back and stated that I could cancel the order but would have to pay a 20% cancellation fee. This was Wednesday 21st August and after conceding to a refund Elliot stated I would be refunded by the Friday and my Direct Debit would be stopped. Today is Thursday 12th September, I have NOT received my refund of £143 – 20%. I have NOT had any communications from Benson's. My wife who suffers from disability related conditions spent 2 nights sleeping on the settee until we were able to borrow a folding Futon bed from friends. I have NOT received an apology for the alarm and distress that has been caused. I cannot comment upon the quality of product because I have not slept on it however I can comment upon the level of Customer Service given by Benson’s. In a competitive industry Customer Service is and always must be a number 1 priority and should be gauged against the negative and not the positive. Having positive feedback does not mitigate against negative. In our case the experience is well below even a basic level: • We were miss sold a product. • Dealt with unprofessional representatives • Endured lengthy waiting times making telephone calls • Assured a refund that has not yet transpired • Caused unnecessary alarm and distress to family • Not a single sign of remorse or sympathy(most important) It is too much to expect an explanation from Benson’s and neither do I wish to return to the Trostre store as this will no doubt result in direct confrontation (how does that make my wife and I feel, the intimidation of going into one of your stores?) however it is acceptable to expect acknowledgement of this complaint and also have having now waited 3 weeks to have paid into my bank account, my refund of cancellation – without delay. I might add that I am not seeking compensation of any form, just simply to have my money returned that I am rightly owed. To avoid any misunderstanding or communications issues I have forwarded this letter to several recipients: Benson’s Customer Services and Benson’s Senior Management (Recorded Delivery). Also by email to Customer Services. ********************************************************************************** Be aware.. If you are desperate enough to deal with these people make a note of everything you say and do - document everything..