Bensons For Beds Reviews

Name: Bensons For Beds
Address: Bensons for BedsHuncoat Industrial EstateBolton AvenueAccrington, Lancashire
Rating: 1.17

1.2 Rating 1,760 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

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Metrics

1.2

Based on 1,760 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 31%
Accurate And Undamaged Orders	Greater than 49%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

0845 678 1800

Email:

enquiries@bensonsforbeds.co.uk

Location:

Bensons for BedsHuncoat Industrial EstateBolton AvenueAccrington
Lancashire
BB5 6NJ

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"My partner and I purchased a Igel 2000 mattress 1year ago. \nThe mattress we tried in the shop felt great, loads of support, really firm but comfy. \nSadly the first mattress we recieved we had to send back before the 40night period as it sagged in the middle and when you slept near the edge it felt like you were falling out. Bensons sent out two different examiners in this time and who both said the mattress was defective and yet we still had Bensons saying the mattress was fine, eventually after many photos and back and forth emails and phone conversations they finally agreed to replace the mattress. \nWe now have another Igel 2000 mattress and we've had it about a year. Honestly this is one of the worst mattresses I have ever slept on, the rating is suppossed to be FIRM and yet when you lay on the mattress it just doesn't support your body at all. You sink into it, but not like a comfy sinking feeling, more like a sagging lumpy feeling with no support at all, every single night I wake up with back ache and aching issues all down my body. I even have to sleep the opposite end of the head board as the mattress seems to be at a higher angle at the bottom of the bed which causes my legs to get pins and needles. By the way im a 31 year old weighing 14 stone, who is reasonably active and works over 48hours per week, so this has nothing to do with my age or health. \nThe Mattress is suppossed to be cooling, this is definately not true! If anything the mattress makes you hotter! It seems to trap the heat when you lay on it after a while. My partner and I even bought a Cooling mattress protector and this still doesnt help keep you cool due to the mattress simply being unable to disapate and heat. \nOverall I would not rate this mattress to anyone it truely is uncomfortable and just a darn waste of money, which may I add is around \u00a31200. I thought spending this type of money would get us a decent mattress but obviously not! If could swap it i most definately would, but Bensons say you cannot do this as its past the 40days period, in my opinion this is not a suitable time frame to test a mattress that is suppossed to be able to last you 8-10years."

Bensons For Beds 1 star review on 31st August 2022

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I placed an order in the Milton Keynes Branch just after Christmas for a new bed, my sales assistant was called Donna (very helpful). A delivery date was given to me of 31.01.19. Once I was home I noticed that on delivery instructions it didn’t say that the bed needed assembly, the bed does assembly as it is an electric ottoman bed. At this point I called customer service to discuss. From this conversation with them it was decided I needed to pay an additional charge to secure a am delivery and then arrange assembly forsame day pm. A new delivery date was given to me of 6th February 2018 – today. Also for your information I am a blue badge holder – registered disabled, this will become relevent further in. At 10.20am this morning the delivery driver called me to say my delivery would be between 1pm & 3pm. I explained that this wasn’t what I had paid for, here are just some of the phrases I can quote you from this driver: “Aint my problem love” “Nothing to do with me” “I just turn up to work of a morning and deliver beds”. “theres at least 10 drops before you and Im not changing it” Even after I explained to the driver that the fitter had advised me that if the bed delivery was going to be this late he can not assemble it today, he response was “not my problem”. At this point my old bed was outside in the rain as I had paid another additional charge for the old bed to be taken away by delivery. As I had received a text Monday 4th February confirming delivery was indeed going to be between 7am & 1pm today we had cleared the room of the old furnishings early this morning and placed it in the green bag as instructed. Customer service conversation 1 With these points in mind I decided to call customer services, this was at 10.25am. After queuing in the automated phone system for 45 minutes I was put through to yet another charming member of your staff. As I followed the automated instructions I had assumed I was connected to customer services but somehow I was connected to the warehouse/distribution. I explained my issue for the second time and his reply was “not my problem Im not customer service” “ you may need to just sleep on your matress”. Im sure you would agree this is not an appropriate response. He went on to say “ sigh, hang on love I’ll transfer you”. I then waited in the automated queue for a further 15 minutes. I was then connected to a third employee of Benson Beds who I explained my complaint to for the third time, she had several things to say in response: “Yeah well these unforseen problems happen all the time”. “Delivery is nothing to do with me, nothing I can do” “Its just one of those things” After I pointed out AGAIN that I could not be left with no bed to sleep on tonight and that I am registered disabled and that I cant sleep on the floor due to medical conditions, she replied with “why don’t you ring the store”. After I had expressed this was not good enough she offered to go away investigate and would call me back by 2pm. I informed her that this too was not good enough, she then assured me she would call back sooner. Store Manager Call In the meantime of this return call I received a call from the Branch Manager of Milton Keynes (covering manager for today), This had been instigated by customer service. The manager went on to advise that all he can suggest is that I call the fitter once the bed had been delivered and try to persuade him to come later. If this wasn’t sucessful them there wasn’t anything else he could do. His responses to me were; “Well madam you have changed the delivery date previously so that is why there is a delay today”. (Just to remind you I had to change the orignal date because the store had not requested am delivery/assembly). “I don’t know what you want me top say madam, the fitter doesn’t work for Bensons” (Just to remind you the issue wasn’t with the fitter but with the delivery). “I don’t know what else you want me to say, there is nothing else I can do. Go back to customer setrvices”. Please also note this manager had a very heavy accent and he was extremely difficult to understand or to communicate with. Customer Service Call 2 Whilst waiting in the automated queue for customer services the first time I had also used my mobile to request a callback. A third member of staff called me in response to this request. I explained that a member of the customer service team were already dealing with my complaint did he still need to continue the call. He asked to explain my problem, so for the third time I explained the circusmtances. After a very lengthy conversation, he suggested that I may have to use just the mattress until the fitters were available. Although this chap was not rude his manner was very relaxed and not appropriate for a professional environment. At the end of the call he still had no solution other than maybe I should call the store again. Customer Service Call 3 At 12.20 (nearly 2 hrs after I first contacted customer services) I received a call from the first customer service employee. After reapeating the same responses as per our first conversation. She said that if I wanted to call the Store Manager of Milton Keynes he would give me another contact for yet a different assembler. I said I was not calling him again after the first experience with him and I suggested she get the number and call me back. I pointed out that surely it is not for me to be making all of these calls and doing all the chasing when it is Bensons’ responsibility to resolve the matter not mine. It is currently 14.59 pm, I have just been delivered half a bed, so still no bed for the night and therefore no solution. After reading this list of incidents of this morning, Im sure you can only agree that not only is this level of service (or lack of) not acceptable but it is quite unbeleive that one company can mess up one delivery so badly. This list of events are quite atrocious, it is appalling to treat ANY customer in this way but in my case I am disabled and it is very important to sleep in a supportive bed. Here is a list of my concerns: • Aftersales provide a virtually non existant sericve to customers. • Sales staff may well be abliging and polite etc but are let down by the remainder of the process. Surely no customer brings Bensons return business after being treated in this way. • After having spoken to several members of Bensons staff not one person wanted to take resposiblity for the errors created by Bensons. • Only one of these several staff members were actaully even polite. • Nobody has actually even apologised. • Nobody could offer me a solution. Other than, for me the customer, to make all the calls and do all the chasing. • Its quite apparent that customer service have a script to follow and when given a question/problem that could mean them actuially thinking for themselves or even showing compassion they just pass the buck to somebody else. • Having to make all these calls and have these conservations today has dramatically impacted on my working day. • I had arranged for a family member to be at my home this morning take to delivery/assembly of the bed as I was in the middle of a very tight dealdine at work, I am in education. This family member is self employed and has now last a whole days earnings. • My employer would most certainly not accept me applying the Bensons attitude to my daily work duties. I feel that the service I have received from Bensons is so below what is expected by me a customer, that I know I will not be bringing any return business to your company. I find is quite disgusting that any customer is treated how I have been today but to actually disregaurd a registered disabled customer in this manner and leave them in this mess is morally wrong. I feel if any employee of Benson Beds were to have been put in this position that would then see how unacceptable the service actually is.”

Helpful Report

Posted 5 years ago

“Appalling customer service... The experience in the shop was fine. Staff was helpful. But... The bed delivery had been agreed for 5th November 2018. However, when it was delivered one mattress was missing. I had dismantled the previous bed, but with one mattress missing the new bed was not fit for purpose. No explanation was given as to why the mattress was not delivered. After spending a lot of time on the phone to customer services I was promised that the second mattress would be delivered one week after the bed delivery. The day came, and the wrong mattress was delivered. I have ordered one mattress with the firmness “2” and one mattress with the firmness “3”. I received two mattresses with the firmness “3”. As the label was folded over I could not see it as long as it was in the packaging material. I will have to stay at home for a third day for the exchange of the mattress. In addition I have spent a lot of time on the telephone, as customer services are very hard to reach (today the automated message says, waiting time 103 minutes!!). I tried the automated call back system previously, but it doesn't seem to work. I have sent an email (an got an automated reply) which has not been answered after 9 days... I was promised that someone from Bensons for Beds will ring me back after the second mattress was delivered. It never happened. What else can be done? It's an appalling customer service. Addition on 11th December 2018: Today between 7am and 1pm the exchange of the wrongly delivered mattress should have happened. Now we are well into the afternoon. No sign of bensonsforbeds, no contact, nothing... and I have to go out... How long will this continue???? Addition on 12th December 2018: Bensonsforbeds still didn't contact me. If I don't make the effort nothing happens. Once they have your money they don't care. Today I've spent about 2 hours on the phone (getting through is the problem) but all they can say is, "We are looking into it." I will find out how I can step up the game... Addition on 21st December 2018: Today between 7am and 1pm the exchange of the mattress should have happened (for the second time). The delivery man rung me at 4.35pm informing me that he hasn't got the correct mattress. This was the 4th day I had to stay at home, without result. I am now determined to return the bed and get a compensation. I rung the retail place (because it is near impossible to get through to customer services), and they told me that the bed has to be returned first before they can refund the money. I'm worried that they may pick up the bed and I will never see my money. I have a solicitor on standby, and there is also the ombudsman... What will happen if this marode business goes bust in the meantime? I will continue writing the saga once there is an outcome. Addition on 19th January 2019: The manager of the shop where I selected and ordered the bed was helpful. I had to organise the return of the bed through him as it is near impossible to get through to customer services. The bed got picked up on 8th January, but not without irony: The delivery people had two job notes - 1) to pick up the complete bed, 2) to deliver 2 new mattresses. Of course I refused the delivery. What sense does it make??????? This week I actually got my money back. So, there is something positive. I will still ask for some sort of compensation as I had to stay at home for 5 days for a complete shamble. How I will do it? I will find a way, but emailing them is a waste of time as they don't reply to emails.... Summery: Stay away from bensons for bed.”

Helpful Report

Posted 5 years ago

“Awful customer service. Bought a TV ottamon bed. Sat on the side of the bed and heard a crack. The wood had cracked. The bed was only 2 months old. They sent a man out to look at it and accused me off standing on the bed to change the light bulb (it's on the other side of the room) and that my children must've jumped on the bed! He said it was obviously accidental damage and they wouldn't fix it! Beds collapsing. Customer service wait time is 2hrs. They said I can appeal and will send me a form. That was 8 weeks ago, still no form! I would never buy from them again.”

Helpful Report

Posted 5 years ago

“Absolutely shocking customer service and very poor staff in the shop in Rayleigh Essex .. purchased a mattress which in our opinion is faulty so sent some pictures to their head office and many weeks later a phone call .. I tried to change under there so called comfort guarantee and was told we have to keep the bed for 40 days plus pay a 10% charge and delivery .. and wait for it if I chose a cheaper bed I would not get a Refund .. so please read the small print very carefully, totally regret ever set foot in there show room .. I would rather chuck there new matress in the skip and purchase from another shop then deal with them again .. shocking purchase at your peril .. you have been warned”

Helpful Report

Posted 5 years ago

“Never experienced such lack of customer service. Call the customer service number but the wait is usually 1.5 or 2hrs!! Ridiculous. Have a delivery due today and they said we would receive a delivery text 2 days beforehand... never got that text. Now cant get through on the phone (again!) to ask what's going on.. WILL NEVER BUY FROM BENSONS AGAIN.”

Helpful Report

Posted 5 years ago

“Delivery men told my husband to remove all dust sheets as health and safety they provide their own protection for customers house. They dragged the bed through wet mud no need had they held it properly and walked upstairs on our light gold carpet wet muddy feet! Asked them where was the protection they were using and they never answered! The package the mattress in ripped and dirty, the base of the bed ripped and dirty and staples hanging out that we have had to remove. We are having to get a carpet cleaning company in as the hallway carpet ruined. Tried calling but 56 min wait. I will be complaining and taking legal action”

Helpful Report

Posted 5 years ago

“Incorrectly advertised prices in store and when you get to ordering and paying you get caught out. You are better off ordering online or with another retailer who clearly prices their items. We ended up paying £80.00 more for a bed than the price we were told 10 minutes previous when browsing. Sales adviser obviously wanted to get ahead of himself and put the next day's prices out before they closed for the day. Customer services aren't interested in resolving anything and are quick to tell you to get independent advice instead of dealing with it themselves. Store and area managers are also quick to call a customer dishonest.”

Helpful Report

Posted 5 years ago

“It's like I forgot our anniversary, I'm receiving the silent treatment from Bensons For Beds. After a month of waiting my bed arrived, whereupon it turned out the base was faulty. The ottoman tops didn't align and certain parts hadn't been screwed together correctly. Great. I called a few times but found the queue was over an hour long, I guess most customers aren't happy judging by that queue. So I emailed customer services immediately, they took a month to reply saying they would arrange a technician to fix the bed. Weeks have passed and they haven't organized anything or replied to my follow up email. Given the price of the bed as well I really wouldn't recommend, especially with service that isn't dissimilar to going through a break up.”

Helpful Report

Posted 5 years ago

“DO NOT USE THIS COMPANY - ZERO STARS Absolutely appalling customer service. Failed to deliver mattress on the correct day. Now have to wait another 4 weeks for delivery after arranging collection and disposal of old one which I had to cancel. Staff at the shop have no ability to help and customer service attitude is "like it or lump it". Have sent 3 emails of complaint and not had a reply. Will never use this company again.”

Helpful Report

Posted 5 years ago

“Everything went swimmingly. E mailed delivery date as expected, delivery team phoned to give the estimated delivery time. Then guess what the bed is broken. I was not so much angry but really disappointed. I’ve thrown my bed out I’ve now got no bed. I rang bensons shop in Blyth. Basically they are getting 1 star as the customer service was good. I asked for my money back have been promised it tomorrow I was even offered a loan of a bed and to give them a second chance. Once bitten as the saying goes just hope I get my refund now. I still haven’t got a bed but I won’t be going to bensons again.”

Helpful Report

Posted 5 years ago

“Absolute shambles of a company. Ordered two beds in December with an estimated delivery of 2 weeks. 4 weeks later: one bed arrives, the other one faulty. That same evening, we unwrapped the received bed to discover it wasn’t the one we had ordered. We’re now stuck with a double bed in the house for 2weeks as they “can’t pick up any sooner” and refuse to refund until they have collected. Customer services are USELESS. Avoid this company at all costs!!!! Disgraceful, you should be ashamed of yourselves!!”

Helpful Report

Posted 5 years ago

“We ordered 2 beds at different times but not really happy with either of them. They have an exchange policy but if you try to exchange it’s very cleverly set up that it’s impossible to do this without spending a lot more money. Not great quality and skimpily made. Wouldn’t use again.”

Helpful Report

Posted 5 years ago

“If you have any concerns whether what you’re buying isn’t right for the room, the right size etc then do not buy from Bensons. Their returns policy is probably the worst I have ever come across. Not only is it almost impossible to get hold of anyone, when you do they inform you that they will be collecting the items over 2 months down the line...I have since tried to get in touch through twitter, called various stores, phone numerous numbers found online. The number of times I’ve heard, a manager will get back to you and a week later nothing else...please do not waste your time!! I wish I hadn’t!”

Helpful Report

Posted 5 years ago

“Mattress caved in!”

Helpful Report

Posted 5 years ago

“Ordered a bed 2 weeks ago. Paid in full for delivery, assembly etc Never received the bed, when I rang up, was told to pay 20% charge for a new delivery Now on the phone, for 60 minutes trying to get my bed or a refund. I will take which ever is easiest”

Helpful Report

Posted 5 years ago

“Great web ordering and easy home delivery. Only disappointment was in help and guidance in store as they didn't seem too interested in our order (hence we decided to order online instead after looking for reviews on the item we purchased - whereas I'd expected to order in store that day)!”

Helpful Report

Posted 5 years ago

“Awful customer service. Bed arrived with incorrect sized base. Was reported immediately but then started a lengthy process of me sending photos, being told it was a damage issue, then they ordered a mattress instead of a base. Finally, 4 months later base turns up and it’s damaged! Furthermore the mattress has a defect. Now getting absolutely nowhere in getting matter resolved. Has been an awful, stressful and downright upsetting experience and I would urge everyone to avoid this company at all costs”

Helpful Report

Posted 5 years ago

“After sales customer services was disgusting bought two beds inc two tempur mattresses th base on one has been damaged according to an independent inspector when installed according to yourselves it's fair wear and tear it's not even a year old shocking never buy from yourselves again”

Helpful Report

Posted 5 years ago

“Awful company terrible customer services. Purchased expensive sofabed and unfortunately when open there is a large metal bar that jolts out leaving it unuseable, spent a fortune on toppers but didn’t help. Bensons claim no refund or return policy then change mind and say totally my fault I should have checked comfort first (purchased on line). Dirty players these lot best avoid.”

Helpful Report

Posted 5 years ago

“Worst worst e delivery service, worst se products offer and from far the worst costumer service I ever had to faced in my live!!! Shame on them!!!”

Helpful Report

Posted 5 years ago

Bensons For Beds is rated 1.2 based on 1,760 reviews