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

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“DO NOT USE THIS COMPANY!! WE HAVE HAD A SHOCKING EXPERIENCE WITH THEM AND WILL NEVER ORDER FROM THEM AGAIN! WILL BE REPORTING THEM TO THE OMBUDSMAN THIS WEEK AND WOULD URGE OTHERS TO DO THE SAME.BENSONS SHOULD BE SHUT DOWN!”

Helpful Report

Posted 6 years ago

“Ortho mattress £350, delivered with sagging all along centre of mattress. I was advised the filling takes time to settle and it needs turning every two weeks. After four weeks it is worse. I cannot sleep on the soft saggy mattress as it is nothing like the firm mattress we ordered from the store. Customer Service asked for photos of it, which we did, they said they could see the base was not from Bensons for Beds and therefore it is our fault not theirs, if the space between the wooden slats is more than 7 cm then it is definitely our fault! Nobody had said anything about this when I bought it from the store, despite my telling them I had a wooden bed frame and the last mattress was good on it for ten year. They think it is a comfort issue not a fault with the mattress and an independent inspector will be calling soon to verify this. Customer Services were extremely rude and unhelpful. We shall see what the technician from their independent company says. I can see many other customers have had this same problem with their reject mattresses, is it a scam?”

Helpful Report

Posted 6 years ago

“Had a faulty mattress replaced three years ago, was upgraded due to numerous issues with the previous mattress and failed delivery/service. Replacement mattress has developed a fault where the side wall has collapsed after 3 years. Numerous texts, calls and messages later they have agreed has fault but are trying to deduct the upgrade and provide me with the price of the original mattress which was 8 years old (with a 10 year guarantee) when replaced 3 years ago. Impossible to deal with, I am issuing a court summons as had enough with this kind of service. Don't use them!!”

Helpful Report

Posted 6 years ago

“I was charged £45.00 for a mattress delivery for which I paid the driver (Courier) on delivery after I bought in store even though Benson for beds website advertises FREE DELIVERY on everything, total misrepresentation.”

Helpful Report

Posted 6 years ago

“Fault with mattress. Supplied us with wrong e-mail address to send report to. Then claimed report was not good enough and stated the drivers had not reported any fault. The fault had been packaged over so the drivers would not have seen it. This has now gone on for over a month without them fixing it. Customer Service is shocking.”

Helpful Report

Posted 6 years ago

“Ordered a bed £1600 arrived wet. Was told it was up to me if I accepted it. Rejected naturally, it's been weeks now and the appallingly customer service team can't even tell me if another's been ordered,!! When I said I want a full refund they said sorry wrong department Just shocking”

Helpful Report

Posted 6 years ago

“Shop staff and salesman very helpful and friendly, so we fell for it - the aftersales experience though was positively vile. There are plenty of places you can buy a bed from, try any of them other than Bensons. our 2-3 week delivery became 6-8 weeks, bed turned up without headboard, delivery idiots damaged the house, stairs and wallpaper then urinated all over the bathroom floor (didn't wash their hands either) so we had to repair their damage and clean up their urine. The headboard still hasn't turned up, countless calls and emails go ignored, complaint about delivery ended up with my wife being called a liar - we're 2 months into complaining and chasing a crappy headboard. Do yourself a favour and go somewhere else - Bensons really put the 'screw you' into aftersales customer service”

Helpful Report

Posted 6 years ago

“Telford manager a disgrace! Treated my family and saleswoman like dirt! Made saleswoman CRY! DEGRADED her and us! Refused to help. Vile vile customer service!”

Helpful Report

Posted 6 years ago

“Headboards turned up no beds, impossible to contact customer service, had disposed of old one, was told to buy a blow up bed and they ll reimburse. Earliest a week to re deliver, absolutely appalling service.”

Helpful Report

Posted 6 years ago

“Bed was delivered with a part missing, now having to wait 2-3 weeks for it to arrive - meanwhile no bed to sleep on, lots of apologies but no follow up. Arrange for 2 follow up calls, neither took place - I had to ring - nobody at suppliers to give information. Really disappointed with service - how can you dispatch a bed with a whole side missing???”

Helpful Report

Posted 6 years ago

“I agree with the reviews written here and have had the same experience. It is amazing how many reviews there are within just a few days saying the same thing. Staff at bensons are not properly trained. They give incorrect information and don’t tell you everything . A book is given with terms after you have bought matress and it doesn’t match what the staff say. When challenged L at Stevenage branch said ‘oh it must have changed’. Managers are not prepared to accept responsibility for their staff. Get shoved from shop to customer services and back to shop. DONT GO TO BENSONS.”

Helpful Report

Posted 6 years ago

“Bought two mattresses for £800..the salesman took our money, pointed out that details of the 40 night comfort guarantee were in the wallet which he then gave us, which contained the terms and conditions.....the mattresses were awful, only managed two nights before sleeping on the spare bed. Phoned the shop to request changing the mattresses under the 40 night guarantee. Then we were told that the guarantee didn't apply because we only bought mattresses - customer services just pointed out the clause in the guarantee even though the guarantee was handed to us after we'd paid for the mattresses. Would have been good if the salesman had pointed out that the item in the wallet about 40 night comfort guarantee didn't apply to us. So we're stuck with two brand new, extremely uncomfortable mattresses.”

Helpful Report

Posted 6 years ago

“My partner and I ordered a mattress from Bensons, however long delivery wait of literally weeks meant we would not have a mattress for the first week in our new home. The following day we found mattressman who could deliver mattress a lot sooner, infact before we even moved in. The next day I attempted to cancel our order with Bensons to be told that as we were a few hours over the 24 hour 'free' cancellation period, they would charge us 20% of our purchase to cancel. Yes this was on the t&c's when we read them, however who would even think that such a rule would exist?! The delivery could of been better communicated i.e. I would of preferred being informed the day before that delivery would be at 11.00 instead of phone call at 07.00 in the morning. Delivery was also a few hours late and when it arrived one of the men started taking photos of the mattress in the bedroom without explaining what he was doing. I had to ask why they were taking photos in my home. Luckily, mattressman did not charge for cancellation, as we could not afford to pay Bensons fees.”

Helpful Report

Posted 6 years ago

“It would be impossible to write a short review about the dreadful experience I've had with this company as their sales and customer services is so appalling. I purchased a bed to discover that it wouldn’t actually fit into the attic room. At the time of purchasing the bed I discussed this possibility with the sales person. After placing the order and paying for the bed in full she handed me a tape measure to take away to measure. The delivery was scheduled for weeks ahead. I measured the space to discover it wouldn’t actually fit so I returned to the store within days to cancel the order. The sales staff then told me there would be a 20% cancellation fee for cancelling the order after a 24 hour period. They told me that this clause in their T&C’s. I looked in the wallet that they had given me when I placed my order and there were no T&C’s. I asked why they hadn’t included them or made me aware of this important clause when they handed me the tape measure to take away. I certainly wouldn’t have placed the order if I was made aware that I had 24 hours to measure and get back. They failed to answer the question - they just repeating over and over again in parrot fashion that all this was in the T&C’s. (Ive since discovered from reading other customer reviews that this is a problem that many other customers have experience). Leaving out the T&C’s and claiming a 20% fee for absolutely nothing is a money earner for this company it seems. When I said I wasn’t given the T&C’s or shown them at the time I was placing my order they just said I should have asked for them. I suggested that it surely it was their obligation to inform customers about such important and unusual clauses such as a 24 hour cancellation policy and a 20% cancellation fee. They told me that is their company policy and they weren’t obliged to inform customers about such clauses. They kept telling me to get in touch with their customer service dept. Customer services were just as difficult and uninterested in resolving the problem. They also repeated that this was in their T&C’s and didn’t want to know anything about the sales staff not providing me with any T&C’s and again suggested I should have asked for them. I’ve never had to ask for them in other high street stores. Customer service said they couldn’t comment on individual sales staff and failed to recognise that I was now paying a large fee as a result. The conversation went around and around and they used the excuse that this was in their T&C’s but would not take responsibility for the fact that their sales staff didn’t provide me with any. Since having the misfortune of this costly experience I have read several reviews about this appalling company treating hundreds (possibly more) customers in the same way - No T&C’s included, failed deliveries, poor quality products etc etc. I hope anyone thinking about buying anything from BENSONS reads the reviews and goes to a decent company such as JOHN LEWIS or M&S - anywhere but BENSONS for BEDS.”

Helpful Report

Posted 6 years ago

“Absolutley agree one star way too may for this awful company. We paid £2109.98 for king size devan bed and mattress, devan base as expected but mattress dreadful! In store one like lying on a cloud, one received like lying on a brick! Reported this to manager in store even retried instore one again, concluded one received nowhere near the same tension rating as one tried in store. Manager promised he would "sort the situation to our satisfaction, with no extra charges or with a full refund", ( his exact words ) all we had to do was call customer services & notify them of our problem, and that's where the nightmare really begins!!! With lots of backwards & forward to store, trying display mattress again, again and awful phone calls to customer services ( a title they definitely do not deserve!!) being told " you will never receive what you have tried in store coz they've been there since day dot ( translation of " day dot " is long time, I was told) not told this at time of sale! Finally told by manager - after 9 weeks of pure hell, frustration, stress & no sleep due to lying on a brick - he can no longer offer exchange or refund as Bensons have changed their company policy in last few weeks and he now does not have the authorisation to use his discretion to give us an exchange or refund!!! Surely this is misrepresentation or mis- selling if they can not deliver a true likeness of their display items? Having filled in all the forms, completed 5 & half pages of details of dates,conversations and visits to store, we have handed this over to our credit card company in the hope they can help get us a refund! Please anyone out there looking for a new bed, please, please, please avoid the nightmare, DO NOT GO to BENSONS FOR BEDS, their in store staff may be pleasant but believe me they can not help when things go wrong and their "Customer Services" are absolutely appalling!”

Helpful Report

Posted 6 years ago

“Very poor delivery service with little room for moment. I placed an order for a new mattress through Bensons for Beds on Friday 9th , and today have been given a delivery date Friday Feb 23rd which unfortunately does not work. Before placing an order I was informed that it is very easy to change your delivery date if this does not work..... however the next delivery slots available are the 1st March or 24th March which is ridiculous. Asked if I could collect the mattress as the lead times are too long, and was informed this is not possible. Do not buy with BFB if you wish to receive your order "quickly" as they advertise. False advertising and very annoyed considering I confirmed before placing an order if it is easy to change.”

Helpful Report

Posted 6 years ago

“After being recommended by a friend that had previously bought a mattress from Bensons I decided to purchase a bed, mattress and protector. After locating a bed and a mattress that I thought was suitable in terms of comfort style and finance cost the salesman suggested putting it on a 0% finance agreement. Paperwork generated, credit check passed, delivery date agreed. They even sent a friendly message to my mobile to confirm everything had been confirmed. All good so far. I was at work for the delivery date so my partner accepted the delivery. The delivery driver assured her that accepting delivery of these damaged boxes would have no consequences to the quality of the goods inside, so after some coercion the delivery was signed for . When I inspected the delivery I was confronted with two heavily damaged boxes with holes, drag marks on the plastic protective layer on the mattress. I called the local shop where I had originally placed the order and was told in no uncertain terms that they are not interested in after-sales customer care and would have to phone a call-centre to get this matter cleared up. The first phone call went badly. It was insinuated that perhaps I had damaged the items and I should just accept the order and make the best of it. Undeterred I called again, this time with slightly more luck. I had previously e-mailed pictures with the purchase agreement reference. This time the advisor accepted why I was cancelling the order in its entirety, I was well past the point of them coming up with a counter-offer. They agreed a date to come and collect the rejected order. They were unwilling to confirm a specified time slot. On the day in question they 'attempted' collection. In as much they took a picture of my door and did not collect the goods. More frustration. I had to call them again to find this information out, clearly nobody at Bensons was taking ownership of this matter and clearly did not take my complaint seriously, bearing in mind this is a purchase of over £1000. Another set of phone calls and stunted conversation via social media arranged a second collection date, but this time they were able to give me a morning time slot. I thought it would be prudent to book a days annual leave to cover this situation. At about 10.15 on the 12th February they arrived and collected said goods after demanding yet more signatures. All signed "rejected goods" along with my name. Just to be on the safe side I also called the third party finance company to confirm that the agreement had been cancelled and that no payments have been taken. After some investigation from the advisor it turns out that the plan was cancelled on the second phone call to Bensons, but I was not advised of this. They will be confirming the cancellation in writing. Overall I thought the entire experience was a piss-poor performance in terms of Quality Assurance and providing customer service for what is meant to be a premium experience in terms of customer expenditure. At no point did anybody remain committed to follow-through on prior promises and this whole sorry episode could have been avoided if the delivery driver thought to himself "My customer deserves better than this, I'll get this returned and deliver an undamaged order". At every stage it felt like I was being subjected to "tick-box" attention spans and no initiative being put forward. I would say avoid, but if you want an exercise in banging your head against a brick wall when things go wrong, disregard this review.”

Helpful Report

Posted 6 years ago

“Purchased a bed and mattress and went back to the store 6 days later to cancel the order as my circumstances changed for very genuine reasons. I was told that there would be a 20% cancellation fee for cancelling the order after 24 hours. I was totally shocked by this as the bed was not due to be delivered for a further 4 weeks. I was told that this was in the Terms & Conditions which I was given. I was NOT given any Terms and Conditions - only the copy of the order which I had paid in full. When I told the staff at Bensons I hadn't been given any T&C's they still kept referring to them (a parrot fashion - stuck record sentence - contact our customer service department). I asked them why they hadn't told me verbally about this 24 hour cancellation period which is very unusual. They informed me that they were not obliged to tell customers about the 24 hour cancellation time. This highlighted to me what sort of a s company Bensons really is. I am a retired pensioner and every penny counts so to be charged a 20% cancellation fee for a bed that probably hasn't even left the warehouse is criminal. At no point during the sale was I made aware of a 24 hour cancellation fee or asked to read their T&C's. I returned home after a dreadful experience to read reviews about Benson's on the internet and to find that the reviews were all BAD. Customers not been given T&C's or being made aware of this 24 hour cancellation period. I would NEVER use this company again and I would suggest to anyone thinking of buying a bed to go to JOHN LEWIS were customer service really does matter. Bensons are only interested in taking your money and not addressing genuine customer complaints. I feel like standing outside their store and warning potential customers about these hidden T&C's and the 24 hours cancellation period that they keep quiet about. Read the reviews on Twitter and Google about this company and save yourself a lot of hassle and money - I wish I had!”

Helpful Report

Posted 6 years ago

“A bloody nightmare experience - absolutely disgusting after sales. Having had two incorrect orders delivered, no arrangement to collect a previous delivery, no help or other options from customer service or offer of compensation - finally they’ve agreed I can just keep the wrong order so as to just end this mess and repeat incompetence!!”

Helpful Report

Posted 6 years ago

“Mattress sunk 10cms within 4months, industry standard is 2.5cms. Not faulty according to Bensons. Got money back using our own survey, but only because we used a credit card to pay.”

Helpful Report

Posted 6 years ago

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