Unbelievable shockingly poor customer service....in fact the lack of customer service (and the customer support system itself) on this particular occasion beggers belief - Bensons having been advised of the partial failure of the frame of my elderly aunt and uncle's [in their 80's and him having advanced Parkinson's disease] bed purchased from Bensons just some 6 months or so ago. - local Bensons showroom staff said they couldn't help...."phone the customer service line" - numerous attempts to phone their customer service line were 30 to 45 minutes long without answer! - Emails sent on their behalf by me resulted in an auto reply stating there should be a response within 10 days....10 days! - the email response actually took 3 weeks and amounted to "phone us"!! - When on one occasion I did get through to them on the phone they refused to do anything as they did not have my aunt and uncle's permission to speak to them despite my advising them of their age and health circumstances. - finally my aunt got through to them (after many aborted attempts to get through over a period of 10 days or more) only to be told they would have to pay for an independent assessment of the bed and would have to post the report to Bensons! An incredibly poor service and system at any time but absolutely unacceptable for elderly customers....I cannot tell you how much stress this has but on my aunt who has more than enough worries in her life caring for her husband. Angry to say the least!