Bensons For Beds Reviews

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

1.2 Rating 1,755 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

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Metrics

1.2

Based on 1,755 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

“Terrible refund service. Still waiting on refund passed from pillar to post”

Helpful Report

Posted 3 years ago

“Absolutely disgraceful service from Bensons, they completely lack customer care. Just read the rest of the reviews. We made an order in December for a new mattress, mattress protector and four Orthopaedic pillows. Delivery came on the 18th January as expected, happy days. Unfortunately the mattress protector was missing and one of the pillows was incorrect- okay, no problem we could easily get this sorted right?.... think again! So on contacting Bensons I was told the mattress protector was potentially out of stock and they needed to check stock levels and they would also arrange for the correct pillow to be sent out to us and to give the incorrect pillow to the delivery driver, and to expect a call by the end of the week with them letting me know an update. I was happy with this, however no call came... Contracting Bensons is a nightmare, they take ages to get back to you and it's always a different person you get communication from and it's always different from what previously advised. In the meantime we did receive our mattress protector from Bensons but I had to let them know this, as the communication I was still received was stating they needed to check stock levels! Crazy. However, after over a month of complaining and speaking to their awful customer service team we are yet to receive the correct pillow and have our order fulfilled. I've been offered a £20 voucher as a 'gesture of good will' and then in later correspondence being told to use that voucher to purchase the correct pillow! I then expressed my dissatisfaction with this, so was then told to exchange the incorrect pillow when the stores reopen and they quoted me their closest store. We were previously told we could not return the unopened incorrect pillow for hygiene reasons, now we can exchange it?! Stores do not reopen until April and I am certainly not doing an 80 minute round trip to exchange a pillow! Absolutely no customer care at all. I don't understand why they just can't send us the pillow we have paid for!? Don't bother approaching their CEO either, you'd expect after raising a complaint, asking it be escalated and requesting contact from a Manager would mean your complaint would be taken seriously. This isn't the case, you just get passed around their unhelpful customer service team with infuriating suggestions on how they believe they can resolve the issue. I will certainly not be using their services again, I doubt I will ever receive the correct order I paid for either. From reading the other reviews I am at least happy we received our mattress with no issues as I'd probably still be sleeping on the floor!”

Helpful Report

Posted 3 years ago

“Avoid this company, they don’ have refunds policy on their company who’s customer service did tell that, bad customer service. Long wait customers services line,very very rude service.”

Helpful Report

Posted 3 years ago

“Actual disgrace of a company . Sickening . They were supposed to be delivering a bed on 21st Jan . Delivered it to the wrong place and admitted it . And after 3 weeks they have now told us they have finished their investigation and have determined it was delivered to the right place and won’t do anything else . They have took our money and I’m not sleeping on the floor. This is literally criminal . Like what do You do from here ?”

Helpful Report

Posted 3 years ago

“July 2020 I Ordered an igel mattress, base and headboard. Due to lockdown it was sept when they Delivered the goods - a navy base n headboard but a purple mattress. I wasn’t at home n returned to see this odd bed. The thing is they set it up with this odd colour n left. Told they would have to order another mattress. Rang 3 month later to be told they hadn’t ordered the mattress although they Did have record of it on the system. You can’t even get through to customer services so I had to ring the store. December we got a txt (not a phone call) to say new mattress was being delivered. The delivery men rang to say it was all marked and soaked and unacceptable. I told them I was refusing delivery so not to bring it. I tried n tried to contact bensons yet again. Eventually I spoke to someone and was told another mattress would be ordered. I am still waiting for it. This is disgusting service. 7 months later and I still don’t have what I ordered and they have been paid £2049.00. They never contact you and you are lucky if you get through to them. I have been told I will be offered vouchers WHEN it’s all sorted. I have no vision in this happening.”

Helpful Report

Posted 3 years ago

“They are a waste of space order bedroom furniture last July months late in delivery part missing or broken. They have re ordered and still not able to track 4 week delivery time 2 months later still waiting lack of communication and no one the manage team or exec team or the CEO has the balls to respond to email or calls and a kick in the teeth when they offer a good will gesture to spend in store or have the money in cash. Damaged items have to be stored until new is delivered awkward when its a mirrored door 3 ft by 7ft this company is the worst I have ever had to deal with stay well clear”

Helpful Report

Posted 3 years ago

“our bed arrived today after waiting 3 months. The mattress was muddy and wet, but the bed was fine. We weren’t allowed to take the bed as apparently it all comes together as one order for delivery. Now we are being passed around on the phones. We’ve been told we have to re do the whole order from scratch and that particular bed has now been discontinued! We only needed a mattress replacement, which I’m sure they have in stock, it could be a simply rectified! Now we have no bed to sleep on. You should not expect this to happen with delivery. There is no excuse. Absolutely ridiculous and poor service. I know a few other people who have had problems. DO NOT ORDER WITH THEM GO WITH A SMALLER COMPANY!!!!!”

Helpful Report

Posted 3 years ago

“Worst company worst customer service”

Helpful Report

Posted 3 years ago

“Never Order from Benson for Beds - nightmare continues ---------------------------------------------------------------------- Ordered complete bed online for over £800 mid October ( money taken from our account straight away ) Delivery 4th December - The mattress had mould due to water damage and was returned straight away. The base appeared to be okay until we opened the outer packaging and found that the base was also damaged. We were told that this will be collected on the 2nd delivery i.e. we must re-order again. We made countless phone calls from 9am to 12pm as we did not know what to do. Different departments total chaos. Asked for compensation but was told that this can only be discussed once the order was delivered. Okay these things happen long with the pandemic situation so we give benson for beds a second chance and had to use the sofa bed in the mean time ( 4 months ) We made it clear that we would only put in a replacement order if this future order would be damage free. - WHAT A MISTAKE TO MAKE ! Second delivery came 21st Jan 2021 - Guess what - Water Damage to be base. Refused complete 2nd delivery by us and the delivery people. Also the damaged base from the 1st delivery was collected ( the delivery people were unaware that they had to collect this as well ) Again made phone calls from 11.30am to 1.40pm. This is when "the straw broke the camels back" One of the customer services personnel said to re-order yet again ( for the 3rd time !!! ) with 4 to 5 week turn around. We then asked for compensation to which this particular person refused any compensation point blank - the word compensation does not exist for this person ( must be company policy ). When we pushed and explained that this was discussed beginning of December, he then said that we needed proof of lost wage for the delivery dates - why did he not acknowledge this at the beginning!!! and when we mentioned the countless phone calls, he then start taking the mick out of my wife - "goading" - show proof that she made the calls and had time off work to receive the deliveries and yet he could see the number of calls made on his system from my wife. This "goading" went on for 30 minutes. He also refused to pass the call to his manager. I am not saying that everyone working for benson for beds is abusive but to be verbally abused ( Goaded ) by one particular customer services rep. while over £800 of your hard earned money is with benson for beds for approx. 4 months is physically sickening esp. when we gave benson for beds another chance to reorder again. We would NEVER order from Benson for Beds ever gain. Even if it was the last bed company on the planet. If you are going to deal with Benson for Beds, we would strongly recommend that you record every conversation that you have with this company due to broken promises, half truths, even lies and in our case to be "goaded" (verbally abused) As far as compensation of any kind, we are resigned to the fact that we will not get anything. This nightmare which is still continuing ( still waiting for our £800+ refund ) we have lost time and money on days off work for deliveries and many many phone calls but benson for beds do not care about that - as far as they are concerned, benson for beds wants us to re-order 3rd time, 4th time, 5th time.... 99th times until they get the delivery right even if it it takes years the while benson for beds hangs on to our hard earned £800+ We are still waiting for our refund of over £800 ( the damaged bed is in the warehouse but no-one from the returns team is prepared to acknowledge this ) One professional kind customer services person who kept her promise to email/call us back said she has sent various emails to the warehouse / returns team who refuse to acknowledge her emails. Until the returns / warehouse team acknowledge the damaged bed is in the warehouse, she can not process the refund. we have had an additional email from another customer services team apologising for the damaged bed and that the refund will be issued ???? As I said the nightmare continues.....”

Helpful Report

Posted 3 years ago

“Terrible service avoid this company !! I ordered a bed frame to be delivered to our property. They couldn't find it so took the frame back promising to redeliver on the 21st Jan. They then contacted us on the 17th to say that the bed was no longer available even though it was paid for in full. Customer services were worse than useless, not offering any solution apart from a refund. DO NOT DEAL WITH THIS COMPANY !! I would have given no stars if I could.”

Helpful Report

Posted 3 years ago

“We have used Bensons for Beds for several purchases and have always been very satisfied........HOWEVER we purchased our most recent bed and mattress from Bensons in August 2019 with a Silent Night Miracoil Refresh mattress (5 year guarantee). When it arrived all was well however some 15months after purchasing the mattress it has become incredibly uncomfortable, so much so that I wake up every morning with severe back pain!!. I have contacted Bensons for Beds to see what could be done under the 5 year guarantee, I was passed to another company who want to charge me to take the issue further......I contacted Bensons again.....not interested!!!!!.....escalated my complaint and was assured that I would receive a response within 2 workings days!!.....hasn’t happened still waiting!!! AVOID AT ALL COSTS.....PRODUCT IS POOR AND THE CUSTOMER SERVICE IS WORSE!!!!”

Helpful Report

Posted 3 years ago

“I bought a Pure Serenity mattress from Bensons beds last March, this was en expensive pillow top mattress. At the same time I purchased a new base from another reputable company as Bensons didn't have anything that I liked. After just a few weeks it sagged considerably I contacted them and they sent Homeserve to inspect it and they agreed it was faulty and replaced it with another one the same model which due to covid was finally delivered to me at the beginning of July.After just a few weeks exactly the same thing happened and I contacted them again as my feeling was it was obviously a faulty product design. They once again sent Homeserve to inspect it at the beginning of December and the technician could immediately see the problem, he measured the sagging in the mattress and it was over 5cm, well below settlement level. He mentioned that the mattress below was probably perfect but the pillow top was faulty. I didn't hear anything back from Bensons about the report so chased them up after 2 weeks had passed. I was surprised to hear their interpretation of the report! They said and I quote “there is no manufacturing fault and on this occasion the base isn't supporting the mattress”. Despite several attempts trying to ascertain why this is the case, by email of course as they are never available by phone, I have yet to get an answer! In my final email i simplified the question Facts - same mattress, same fault, same base all within a few months, WHAT CHANGED? Their reply - we cannot send the mattress back to the manufacturers as there is nothing wrong with it and we cannot discuss this with any further. I am now handing this over to the ombudsman, they have the worst customer service I have ever known and that it evident in the numerous bad reviews on this page.”

Helpful Report

Posted 3 years ago

“Awful company, sold us a mattress which failed after a year and was still in warranty. Got out of replacing it as ours slats were to wide apart ... shock, nothing whatsoever said about slat spacing when we bought the mattress, nothing in the contract and the independant reviewer stated that the failure was definately not down to slat spacing. DO NOT USE THIS COMPANY, they're just ripping you off”

Helpful Report

Posted 3 years ago

“Once again we have been let down by bensons for beds, we have asked for a refund after now a five month wait for a bed delivery, and again had no response, shocking customer service, they have now been in receipt of our money since September, all the while gaining interest, so fed up with this now, just want our money back so we can finally get a bed!!!!”

Helpful Report

Posted 3 years ago

“Terrible customer service when something does not go to plan. Delayed delivery, bed base and mattress delivered (took old one away), 2 month wait for head board which would not be ideal but failed to mention that head board forms the 4th part of the bed base!!! So no bed for us just a mattress. No continuity with staff in customer service, told different things. Said they could offer blow up bed until headboard arrived. Can’t call you back, kept waiting for over an hour, have to send emails as can’t seem to deal with customers by the phone. So much more to this story but to top it all off ‘a gesture of goodwill’ was made of £75 which for what I paid for the item and the hassle endured is pathetic. Wouldn’t/couldn’t budge on that and response to complaint did not show one bit of empathy. Will never use this company again”

Helpful Report

Posted 3 years ago

“Useless Gaurentee and bad quality. The guarantee is useless and quality is terrible..... The guarantee is not worth the paper it's written on. I spent £600 on a mattress that is supposed to have a 5 year guarantee. After 20months the mattress had really bad depressions in it and the company has said it falls within the manufacturer tolerance from a few photographs i have sent them. If you actualy lay on the mattres you can feel the wooden bed slats but thats within tollerance. I've been told I can get an independent inspection if I pay for it as the mattress is more than 6 months old, the onus is on me to prove it's faulty, but they will only accept a report from one of their approved inspectors, thus removing the word independent. The only reason I'm scoring 1 star is that I can't score them a zero.”

Helpful Report

Posted 3 years ago

“After ordering a Tempur mattress and being given a delivery date in one months time from then, I was then contacted to say the delivery date would be a further month to wait. I was then text several days before that date to say the mattress would be delivered on a different date and when i said i'd been given a differnt date and worked my diray around that i was told if i wasn't in there would be a chance the mattress would simply be delivered to someone else! After understanding clients allowed me to re arrange my work diary to accommodate this I knew the bed wasn't right after a couple of weeks. Tempur offer a 100 night trial, Bensons require you to allow 40 days and then give you 16 days to contact them .I contacted them 2 days out of this window due to the last date being marked on my calendar relative to the initial date they gave me and was told it was too late to change it. For a mattress that totals the best part of £1800 it's horrendous service. When every online foam mattress company can provide 100 night no quibble exchanges, why can't a high street honour their own brands 100 night trial? It would have been sent back after 2 weeks”

Helpful Report

Posted 3 years ago

“Ordered and paid in full for mattress on 26/9/20 told delivery would be on 7/12 20 ok with this because of decorating bedroom . Got 3 texts saying delivery date on time so arranged time off work etc. Then got a phone call the day before saying no delivery until 30/12/20 . Rang customer service no valid explanation accept blaming COVID but surely a big company like Bensons would have sorted this out as 6 months since covid problems. Today got email saying might not now get delivery and blaming backlog at UK ports .Come on Bensons get your act together and start telling the truth. Feel like going down to Bensons and tells customers not to spend hard earned cash with there! Awful company so sorry I crossed their door. They just don’t care about their customers but are happy to keep taking orders.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting service Please think very carefully before you buy a bed from this company they are the worse company I have EVER had dealings with, lies upon lies I have never had stress like this . If you are thinking of parting with your hard earned money please go else where they are terrible I’m so angry and upset how I have been treated this company is a joke I wish I had review before hand. Save your money .”

Helpful Report

Posted 3 years ago

“We bought a solid wood bed from them in 2018 and it was a good bed- until a part broke off over the weekend and I found the broken riddled in woodworm. We’d had the house treated several years before, so knew that it must’ve come in with the bed itself. I have of course contacted them and the response was “Unfortunately, we are unable to take the complaint regarding your bed frame forward as your guarantee against faulty workmanship or materials has expired” Woodworm damage would not be apparent within the 12 month guarantee period”

Helpful Report

Posted 3 years ago

Bensons For Beds is rated 1.2 based on 1,755 reviews