Disappointing Experience, Resolved in the End I ordered a £2,500 Tempur mattress from Bensons for Beds in June with an expected delivery date later that month. Unfortunately, the delivery was cancelled at the last minute — twice — citing "supplier issues", including one time where I had already taken time off work based on their confirmed slot. While the local store was initally polite, I was offered only a 10% refund for the inconvenience, and when I tried to cancel the order, I was told I'd be charged £300 for a pair of promotional pillows that were originally included for free. Despite being unopened and still in original packaging, the store refused to accept them back due to hygiene policy. Thankfully, the head office customer service team stepped in. They were excellent throughout — helpful, responsive, and fair. After chasing the branch manager multiple times (it took him two days to action), they confirmed I shouldn’t have been charged and processed a full refund, including the pillows. While I appreciate how well head office handled the situation, I can’t recommend Bensons based on my experience. Communication was poor at branch level, and the delays were unacceptable for a premium product. A frustrating situation that was only resolved thanks to head office support.