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

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“dont go near this company staff are the rudest most arrogant staff i have ever came across all they are looking for is sales but there after sales are disgusting stay well away if possible i would give 0 stars”

Helpful Report

Posted 5 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 5 years ago

“Ordered a king size bed arrived on time to discover part of the bed was a double bed and other parts and mattress was king sized as ordered got in touch with the company straight away five days later still nothing been resolved and we are sleeping on just the mattress not good enough dont know when we are getting the rest of the bed so could not recommend benson for beds”

Helpful Report

Posted 5 years ago

“Wardrobe came with a 20 Page instructions booklet all in french . Damage doors so spent 48minutes on the phone on hold to complain after waiting 15 days for someone to email me back to be told I would have to re email with pictures of damage and cover the cost of the replacement myself . Absolutely shocking”

Helpful Report

Posted 5 years ago

“I WOULD RATHER SLEEP IN THE DOGS BASKET THAN SHOP HERE AGAIN Top sheet on mattress is debonding from the memorable foam after 6 months sent email and photos as i was asked this was confirmed as the correct procedure by Paul the area manager after 10 days still no contact from them received call from store saying they don't want email or photos now you have to ring homeserve and pay a callout fee and if the report comes out in your favour customer sevices will make you an offer less the amount of of use you have had from it”

Helpful Report

Posted 5 years ago

“Worst experience ever . £1000 bed base broke after 5 days & mattress is sagging . Went into store they said they will contact customer services, 3wks & 4 calls later they message to say the bed base is on its way another wks later no replacement. Spoke to store who said it’s in the warehouse & I will know within a few days the delivery date . Heard nothing so phoned the store to no joy !!! Most unhelpful people ever, contacted customer services by phone requested call back ( no return calls after 2 days ) messages them with my details to call me the messages back & after 1 1/2 days of messages they stopped when I asked for a definite delivery date . I then told them I will wait until Monday then if no date I will be requesting a full refund they didn’t answer me . It’s been about 8wks now with a defective bed . Disgusting company !!!!!!!”

Helpful Report

Posted 5 years ago

“Terrible, terrible, terrible. moved into a new house, bed should have been delivered on the day. Bed did not arrive, took another 3 weeks of sleeping on a blow up mattress before delivery. Offered compensation of £100, after 2 months and several requests absolutely nothing. no phone call, no communication through our Lichfield branch. This was the third bed that we had purchased from Benson's. Never again and will take every opportunity to warn people off from this despicable company.”

Helpful Report

Posted 5 years ago

“Complete failure of mattress cover zip, but apparently the onus is on and me to prove fault, I have to get my own technician to inspect the mattress and they will reimburse up to a £100 IF DEEMED FAULTY! So the 5 year guarantee is worthless then...oh and you can expect at least 50 -90 minutes waiting time on the customer service line !”

Helpful Report

Posted 5 years ago

“Bed delivered broken. Taunton shop terrible. Customer service said I’d get replacement - heard nothing. Wk later text saying it’s been ordered and it’ll be a standard lead time- which is what??? Useless customer service”

Helpful Report

Posted 5 years ago

“If I could give -1 star I would. It’s taken four months and still don’t have the wardrobe that I ordered. The delivery men damaged our walls when delivering the drawers and on top of that you get charged a 10% fee if they send you the wrong thing for them to take it back to the warehouse!”

Helpful Report

Posted 5 years ago

“We spent over £1000 on a bed, mattress and headboard. When we ordered the headboard we stressed we want the plain ivory and not the wood trim. When the bed arrived 3 weeks later the wrong headboard had been delivered. I rang the store and was told the salesperson was not in. We called in the shop and the same salesperson was there and he said it wasn’t a problem and promised to order us the correct one. Two months later we made 4 phones calls to be told the salesperson was off. After over 3 months, we decided to send an email to customer services. The automatic reply stated it would reply within 10 days. You can guess, no reply. I have sent another email and it is 12 days but again no response . We are calling into the shop this weekend almost 5 months after the order was placed.”

Helpful Report

Posted 5 years ago

“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..”

Helpful Report

Posted 5 years ago

“Supplied my disabled sister with an inadequate mattress (which they recommended) changed it under their ‘comfort warranty’ within a month having sold her a 5 year warranty. Within 3 years the mattress was hopeless. The warranty people came out and basically said it was because it had been sat upon and laid upon for prolonged periods (that is the purpose - and she’s disabled remember?). They have argued with my sister, who is ill, for over two years about this. I spoke to them last week - arrogant, unhelpful and discourteous. They have offered her no solution and are playing the ‘its now out of warranty card’ (warranty lapsed in August). Will have to take them to the small claims court. Will keep you informed if anything changes or they get back to me. :(”

Helpful Report

Posted 5 years ago

“Paid over 2,000 for a bed and headboard that is now resting on wood because of the castors causing such problems with the floor and bed. The whole bed was squeaking and the floor. We had someone visit who said it is a common problem with these castors and it happens all the time. He said take the castors off and you will have no problem. We did that but then could not use the drawers in the base. So had to use wood to make it higher so we could open the drawers. But now nothing squeaks. Customer service do not want to know. Complete rubbish and we wish we had never heard of Benson beds.”

Helpful Report

Posted 5 years ago

“Worst company to deal with, they just want you to by the item and dont care after sales.bought a tv bed a year ago the bed squeaks like mad spoke to customer service they claim it's not faulty and that I will have to pay to get it checked even though I am still paying for the damn bed.avoid at all costs better shop elsewhere BEWARE!!!!”

Helpful Report

Posted 5 years ago

“The worst customer services and quality of product ever... Do not use this company ever. I bought a mattress and it's been a night mare. Do not email the company to complaint they take 1 month to reply. Then even though you have a faulty product they will not do anything about it. You can send photos and evidence but they do not account for this. My advice is do not use, go to a good company like John Lewis. I will never ever use this company again!!!”

Helpful Report

Posted 5 years ago

“Well up to now the staff, a woman in Bensons was really polite and helpful we chose our bed an I gel and it was delivered on time we'll very early 7am on the date the delivery service was excellent and the men were very professional and polite However 402 days in and I've not really had 1 good nights sleep I toss and turn every night the bed is so warm the gel just seems to heat up the warmer I get no good for menapausel woman I'm afraid, so we are going to use the 40 day trial guarentee offer and change it the end of the week Watch this space So far Bensons 7 out of 10 let's see if we can make it 10 out of 10”

Helpful Report

Posted 5 years ago

“Bought divan and mattress, one of the drawers on the base was broken. Customer service was absolute rubbish, rang them several times, eventually got through, said they would call back but didn't. New base eventually came. Certainly won't be using them again and would not recommend them!”

Helpful Report

Posted 5 years ago

“never buy anything from benson for beds, worst customer service, their communication is the worst ive seen. i had probaly 10 issues with them on just one order.”

Helpful Report

Posted 5 years ago

“Bought £1200 bed and mattress has not worn well big dips either side rang them within the 30 days and sent photos no one bothered to contact me”

Helpful Report

Posted 5 years ago

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