Appalling. I ordered a wardrobe on the 2nd of January from the Tottenham Court Road Branch. I was told that it would arrive on the 11th of March. On Tuesday the 19th of March I received a call from the store manager, he told me that my wardrobe arrival date had been delayed by about 3 weeks!! ( from March 11 to April 2nd ) After a few days I called the Tottenham Court Road store to ask for a refund. The staff member who spoke to me, Francessco, told me that ge couldn’t process a refund without the store managers authorisation and that the store manager would be back in 2 days time. This was really frustrating as not only was my wardrobe delayed, I also had to wait for a refund to be processed. I decided to call Benson for Beds customer service line and explain my situation because I was not happy at all. The customer service advisor was very pleasant and understanding ( her name was Aisha if I recall correctly ) and after listening to my situation assured me that I was entitled to a refund and that a sales associate could actually process a refund without the ‘authorisation’ of a store manager. She proceeded to leave a comment on my file and instructed me to call the store back in order try resolve my situation. Following my conversation with the customer service team, I called the Tottenham Court Road branch again and explained to the advisor, Francessco, what I had been told and requested a refund. I told him that he had actually misinformed me about the process of refunding a customer and he rather embaressingly try to make up an escuse to cover for himself. He then proceeded to put a refund through for me. All in all, a very long and frustrating experience. Not only was my order delayed (by such a long time) the customer service I received was terrible as well.