Bensons For Beds Reviews

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

1.2 Rating 1,775 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

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Metrics

1.2

Based on 1,775 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 50%
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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“our mattress was delivered to the wrong address and Bensons couldn't retrieve it! we had to wait nearly six weeks for an eventual replacement. during this time we visited the store several times and rang customer services at least four times (with a telephone wait of at least 20 mins on each occasion)but had no success. I sent a high level of complaint letter (advised by their own staff) but got no reply. we were loaned a mattress during this time, which we were thankful for. the staff were pleasant, but I find the whole company inefficient and lacking badly in management skills. needless to say we would never recommend Bensons.”

Helpful Report

Posted 6 years ago

“Very poor service”

Helpful Report

Posted 6 years ago

“No mattress and parts missing”

Helpful Report

Posted 6 years ago

“Worst customer service I have ever experienced. 40 mins to an hour wait to get through to customer service when we were told our bed wouldn't be arriving that day as it was out of stock. When it finally arrived the bed after many long phone calls a week later, we had screws missing, yet again another 40 minute wait on the telephone. We are still yet too receive said screws 2 months on and are awaiting a disappointing £30 compensation- I shan't be holding my breathe.”

Helpful Report

Posted 6 years ago

“Great service in the show room. They give good advice with attenative service..... However if anything goes wrong they (the store) have to refer everything to their customer service department. with 40 years of working in retail experince, I have never experinced such appalling after sales service. The phone lines take between 30 minutes to 1 and 1/2 hours to answer and its not an 0800 number! emails get an automated reply then nothing . The only exception to this was when I emailed the managing director. Be prepared to wait upto 8 weeks if you contact them to sort the problem out. Look at their facebook page this is not an isolated instance. If after sales service is a important to you shop elsewhere.”

Helpful Report

Posted 6 years ago

“Horrendous Spent £2k on bed All parts burst inside bed Side of frame is damaged and hand print in it Pathetic 40 mins waiting in customer services gave up in end”

Helpful Report

Posted 6 years ago

“I bought an ottoman bed from the store in Witney; when the salesman said that an external company would deliver and assemble it I said very firmly that I didn't want to be stuck managing third parties/other suppliers and asked that he confirm that by signing the order form I was getting a guarantee that it would all go through without me having to deal with third parties. The day before the promised delivery I was telephoned by someone wanting to know when they could come to assemble the bed - after it had been delivered! I said that this wasn't the agreement and that I had nowhere to store the new bed while waiting for assembly (several day wait, it seemed). That's when I encountered all the problems that everyone complains of: very long wait times for the phone to be answered, emails not replied to, etc. The only time the staff at the Witney shop showed any animation was when I said that I wanted the order cancelled as they couldn't fulfil the terms on which I purchased it - he perked up enough to say there would be a 20% cancellation charge. Delivery drivers tried to deliver nonetheless; agreed I had nowhere to store a bed pending assembly; said that this happens all the time. I went back into the store to get a refund. Sales staff lying on beds talking to friends (it seemed) on their phones. I did get the full refund, although the salesman flat-out lied, said he'd made it clear that I would have to wait for assembly and deal with outsiders. Reading this lot, though, it seems that I had a narrow escape. In fact the only serious response Bensons have made is when I made a posting saying that their Trustpilot ratings are fake: read them, they're all about service in the shop rather than the quality of the finished product and/or problems with delivery. Trustpilot reviews name-check the shop staff; are written at improbable times of day; have a 'sameness' to them. Narrow escape indeed.”

Helpful Report

Posted 6 years ago

“I bought a bed sofa from them, which couldn't be brought upstairs on the delivery date. The delivery staff contacted customer services and had me speak you them. I was informed that I could try taking the unit upstairs myself, even take the unit outside the package to bring it in parts. None of these options worked, so I rang them and asked for the item to be returned. Instead, I was confronted by a very unfriendly ccp who refused to take the return and told me that this is their terms and conditions. They misled me into keeping the unit and now won't take it back. Avoid them at all costs.”

Helpful Report

Posted 6 years ago

“Very poor customer service terrible quality mattresses never shop there again and advice for people to stay well clear”

Helpful Report

Posted 6 years ago

“[Taken from my post on the BfB Facebook page here - https://www.facebook.com/bensonsforbeds/] 4 bits of sleep advice for your sad excuse for a legitimate company – 1. Don’t claim you can deliver a bed within a 3-week time frame to then have it delivered over a month later. 2. If, out of the THREE separate occasions, you are unable to deliver the bed and need to reschedule, let the customer know, preferably within 24 hours so they don’t have to a take another day off work (still waiting on my three day’s wages being reimbursed, by the way), preferably not AFTER the delivery time-slot so the customer has to contact you, asking where their bed is. 3. When using obviously false excuses for the reasons behind your awful delivery service, such as ‘damaged bed’ or the wonderfully creative ‘scheduling issue’, ask your customer service team to sound at least half-sincere when providing these mind-numbing dreadful excuses for the lack of delivery. Following that, perhaps remind them to sound a bit more empathetic when attempting to reschedule the infamous bed and not to sound as enthusiastic as a dog about to be castrated. 4. If the single-only pitiful, insulting and uncompassionate item of compensation you can offer the customer, is to ‘wave the assembly fee’ for your new bed, why don’t you mention it on the delivery notes so that the delivery men don’t arrive and vulgarly refuse to assemble the bed ‘because the notes don’t say so’. If you can follow these four simple steps, then maybe, just maybe, your company wouldn’t have the customer perception equivalent of captain hook providing care-work for an orphanage. No doubt, you won’t heed this advice, and Bensons for Beds will, inevitably, slip into liquidation, sooner rather than later *fingers crossed*.”

Helpful Report

Posted 6 years ago

“Oh my goodness me. Why didn’t I read reviews before buying from Bensons Beds. The service at the Swansea store was first class. Paid for 3 door wardrobe plus drawers and bedside drawers. I also purchased a bedhead. I had text to say bedhead would be delivered in the 25 January. On 25 of January a text to say problem with manufacturer, will now be delivered in March. Oh well I thought these things happen I suppose. Went back to the store as I needed a chest of drawers as well. Same lovely lady served me, who had no knowledge my bedhead hadn’t been delivered. On Tuesday my wardrobe plus we’re to be delivered. Paid my cleaner to place all my clothes form 2 chests and two chest of drawers on the floor and charity shop picked up my furniture to sell and help their charity. Monday had missed call. thought it was a cold call. Didn’t call back. From other stores I’ve bright blinds, furniture etc, I’ve received texts giving a couple of hours delivery time. Mid morning rang the makers of furniture we rang yesterday but you didn’t answer. We’ve sent a letter telling you we’ve had a problem! Your wardrobe drawers and bedside table will arrive sometime today. When I have to go out at some point. (To return blood pressure monitor to surgery I’d worn for 24 hours because my blood pressure was so high. Didn’t get there that day. Nurse read result and had to wait to see a dr. Hopefully they can sort without hospital stay). I told girl I’m disabled. Have my cleaner here to put my clothes in my new unit. I’ve no wardrobes, have to pay my cleaner. Why wasn’t I told last week. The paint sprayer broke down. Surely you have more than one and paint needs to dry before sending to customer. It’s only a small firm I’m told. I was very upset. Rang Bensons customer (ha ha) service. To be told nothing to do with them. They took orders and another firm made it. I’m sorry, I bought from you and my contract is with you. I want my wardrobe this week as sprayer will be repaired by now. I can’t do anything. What do you expect me to do. We don’t supply the furniture. You have my money, now you contact them. I need the wardrobe as I’m disabled and can’t get my clean clothes. Hold on I’ll contact them. Came back to say sprayer should be repaired and wardrobe be with me by Friday. I told delivery men about delivery. They both burst out laughing. You’ll be lucky to get in three weeks. Yesterday I called factory to ask to ensure arriving today. We sent a text saying it would be delivered on 18th. I said surely that was for chest. No and you said it was okay. Yes, I thought it was my chest. Basically I got nowhere. Now paying cleaner to get my clothes so I can get dressed. Tried to see if I could get my old wardrobe back until delivered. It had all been sold the following morning. The charity were so lovely and concerned for me. What a difference. Absolutely disgusted with after care, or rather, no after care from Bensons. I hope it doesn’t go bust before my wardrobe and chest arrive. Let’s face it no one would go back and everyone I know now wouldn’t go there. Of course I notice Bensons Beds do not respond to reviews. Why would they read them? They all say similar things. Such a shame. They were fast enough at taking my money. They just do not care about anyone except their money. Hope it doesn’t fall to bits! When it arrives”

Helpful Report

Posted 6 years ago

“The delivery slot was 12-6. Waited in all afternoon. No delivery. Not able to get through to customer services. They are happy to take your money off you but you won't get anything after that. Do not use this company unless you have the patience of a Saint!”

Helpful Report

Posted 6 years ago

“the customer service was awful apart when buying the bed then would want the sale the bed reccomended is rubbish £844 pound and a 5year warrenty already the base is broken and the mattress is like sleeping in a marshmallow once in you cant get out a deputy manager i sowed the pics to was ok but the manager quite abrupt he had my money by then would not tell anyone to buy from bensons”

Helpful Report

Posted 6 years ago

“Worst customer service ever did not stick to times they have a don't care attitude, would not collect old mattress, despite paying for it to be re cycled, came very late, driver was rude and scruffy, he said no way am I taking it upstairs DONT BUY FROM THIS COMPANY”

Helpful Report

Posted 6 years ago

“I placed an order in the Milton Keynes Branch just after Christmas for a new bed, my sales assistant was called Donna (very helpful). A delivery date was given to me of 31.01.19. Once I was home I noticed that on delivery instructions it didn’t say that the bed needed assembly, the bed does assembly as it is an electric ottoman bed. At this point I called customer service to discuss. From this conversation with them it was decided I needed to pay an additional charge to secure a am delivery and then arrange assembly forsame day pm. A new delivery date was given to me of 6th February 2018 – today. Also for your information I am a blue badge holder – registered disabled, this will become relevent further in. At 10.20am this morning the delivery driver called me to say my delivery would be between 1pm & 3pm. I explained that this wasn’t what I had paid for, here are just some of the phrases I can quote you from this driver: “Aint my problem love” “Nothing to do with me” “I just turn up to work of a morning and deliver beds”. “theres at least 10 drops before you and Im not changing it” Even after I explained to the driver that the fitter had advised me that if the bed delivery was going to be this late he can not assemble it today, he response was “not my problem”. At this point my old bed was outside in the rain as I had paid another additional charge for the old bed to be taken away by delivery. As I had received a text Monday 4th February confirming delivery was indeed going to be between 7am & 1pm today we had cleared the room of the old furnishings early this morning and placed it in the green bag as instructed. Customer service conversation 1 With these points in mind I decided to call customer services, this was at 10.25am. After queuing in the automated phone system for 45 minutes I was put through to yet another charming member of your staff. As I followed the automated instructions I had assumed I was connected to customer services but somehow I was connected to the warehouse/distribution. I explained my issue for the second time and his reply was “not my problem Im not customer service” “ you may need to just sleep on your matress”. Im sure you would agree this is not an appropriate response. He went on to say “ sigh, hang on love I’ll transfer you”. I then waited in the automated queue for a further 15 minutes. I was then connected to a third employee of Benson Beds who I explained my complaint to for the third time, she had several things to say in response: “Yeah well these unforseen problems happen all the time”. “Delivery is nothing to do with me, nothing I can do” “Its just one of those things” After I pointed out AGAIN that I could not be left with no bed to sleep on tonight and that I am registered disabled and that I cant sleep on the floor due to medical conditions, she replied with “why don’t you ring the store”. After I had expressed this was not good enough she offered to go away investigate and would call me back by 2pm. I informed her that this too was not good enough, she then assured me she would call back sooner. Store Manager Call In the meantime of this return call I received a call from the Branch Manager of Milton Keynes (covering manager for today), This had been instigated by customer service. The manager went on to advise that all he can suggest is that I call the fitter once the bed had been delivered and try to persuade him to come later. If this wasn’t sucessful them there wasn’t anything else he could do. His responses to me were; “Well madam you have changed the delivery date previously so that is why there is a delay today”. (Just to remind you I had to change the orignal date because the store had not requested am delivery/assembly). “I don’t know what you want me top say madam, the fitter doesn’t work for Bensons” (Just to remind you the issue wasn’t with the fitter but with the delivery). “I don’t know what else you want me to say, there is nothing else I can do. Go back to customer setrvices”. Please also note this manager had a very heavy accent and he was extremely difficult to understand or to communicate with. Customer Service Call 2 Whilst waiting in the automated queue for customer services the first time I had also used my mobile to request a callback. A third member of staff called me in response to this request. I explained that a member of the customer service team were already dealing with my complaint did he still need to continue the call. He asked to explain my problem, so for the third time I explained the circusmtances. After a very lengthy conversation, he suggested that I may have to use just the mattress until the fitters were available. Although this chap was not rude his manner was very relaxed and not appropriate for a professional environment. At the end of the call he still had no solution other than maybe I should call the store again. Customer Service Call 3 At 12.20 (nearly 2 hrs after I first contacted customer services) I received a call from the first customer service employee. After reapeating the same responses as per our first conversation. She said that if I wanted to call the Store Manager of Milton Keynes he would give me another contact for yet a different assembler. I said I was not calling him again after the first experience with him and I suggested she get the number and call me back. I pointed out that surely it is not for me to be making all of these calls and doing all the chasing when it is Bensons’ responsibility to resolve the matter not mine. It is currently 14.59 pm, I have just been delivered half a bed, so still no bed for the night and therefore no solution. After reading this list of incidents of this morning, Im sure you can only agree that not only is this level of service (or lack of) not acceptable but it is quite unbeleive that one company can mess up one delivery so badly. This list of events are quite atrocious, it is appalling to treat ANY customer in this way but in my case I am disabled and it is very important to sleep in a supportive bed. Here is a list of my concerns: • Aftersales provide a virtually non existant sericve to customers. • Sales staff may well be abliging and polite etc but are let down by the remainder of the process. Surely no customer brings Bensons return business after being treated in this way. • After having spoken to several members of Bensons staff not one person wanted to take resposiblity for the errors created by Bensons. • Only one of these several staff members were actaully even polite. • Nobody has actually even apologised. • Nobody could offer me a solution. Other than, for me the customer, to make all the calls and do all the chasing. • Its quite apparent that customer service have a script to follow and when given a question/problem that could mean them actuially thinking for themselves or even showing compassion they just pass the buck to somebody else. • Having to make all these calls and have these conservations today has dramatically impacted on my working day. • I had arranged for a family member to be at my home this morning take to delivery/assembly of the bed as I was in the middle of a very tight dealdine at work, I am in education. This family member is self employed and has now last a whole days earnings. • My employer would most certainly not accept me applying the Bensons attitude to my daily work duties. I feel that the service I have received from Bensons is so below what is expected by me a customer, that I know I will not be bringing any return business to your company. I find is quite disgusting that any customer is treated how I have been today but to actually disregaurd a registered disabled customer in this manner and leave them in this mess is morally wrong. I feel if any employee of Benson Beds were to have been put in this position that would then see how unacceptable the service actually is.”

Helpful Report

Posted 6 years ago

“Appalling customer service... The experience in the shop was fine. Staff was helpful. But... The bed delivery had been agreed for 5th November 2018. However, when it was delivered one mattress was missing. I had dismantled the previous bed, but with one mattress missing the new bed was not fit for purpose. No explanation was given as to why the mattress was not delivered. After spending a lot of time on the phone to customer services I was promised that the second mattress would be delivered one week after the bed delivery. The day came, and the wrong mattress was delivered. I have ordered one mattress with the firmness “2” and one mattress with the firmness “3”. I received two mattresses with the firmness “3”. As the label was folded over I could not see it as long as it was in the packaging material. I will have to stay at home for a third day for the exchange of the mattress. In addition I have spent a lot of time on the telephone, as customer services are very hard to reach (today the automated message says, waiting time 103 minutes!!). I tried the automated call back system previously, but it doesn't seem to work. I have sent an email (an got an automated reply) which has not been answered after 9 days... I was promised that someone from Bensons for Beds will ring me back after the second mattress was delivered. It never happened. What else can be done? It's an appalling customer service. Addition on 11th December 2018: Today between 7am and 1pm the exchange of the wrongly delivered mattress should have happened. Now we are well into the afternoon. No sign of bensonsforbeds, no contact, nothing... and I have to go out... How long will this continue???? Addition on 12th December 2018: Bensonsforbeds still didn't contact me. If I don't make the effort nothing happens. Once they have your money they don't care. Today I've spent about 2 hours on the phone (getting through is the problem) but all they can say is, "We are looking into it." I will find out how I can step up the game... Addition on 21st December 2018: Today between 7am and 1pm the exchange of the mattress should have happened (for the second time). The delivery man rung me at 4.35pm informing me that he hasn't got the correct mattress. This was the 4th day I had to stay at home, without result. I am now determined to return the bed and get a compensation. I rung the retail place (because it is near impossible to get through to customer services), and they told me that the bed has to be returned first before they can refund the money. I'm worried that they may pick up the bed and I will never see my money. I have a solicitor on standby, and there is also the ombudsman... What will happen if this marode business goes bust in the meantime? I will continue writing the saga once there is an outcome. Addition on 19th January 2019: The manager of the shop where I selected and ordered the bed was helpful. I had to organise the return of the bed through him as it is near impossible to get through to customer services. The bed got picked up on 8th January, but not without irony: The delivery people had two job notes - 1) to pick up the complete bed, 2) to deliver 2 new mattresses. Of course I refused the delivery. What sense does it make??????? This week I actually got my money back. So, there is something positive. I will still ask for some sort of compensation as I had to stay at home for 5 days for a complete shamble. How I will do it? I will find a way, but emailing them is a waste of time as they don't reply to emails.... Summery: Stay away from bensons for bed.”

Helpful Report

Posted 6 years ago

“Awful customer service. Bought a TV ottamon bed. Sat on the side of the bed and heard a crack. The wood had cracked. The bed was only 2 months old. They sent a man out to look at it and accused me off standing on the bed to change the light bulb (it's on the other side of the room) and that my children must've jumped on the bed! He said it was obviously accidental damage and they wouldn't fix it! Beds collapsing. Customer service wait time is 2hrs. They said I can appeal and will send me a form. That was 8 weeks ago, still no form! I would never buy from them again.”

Helpful Report

Posted 6 years ago

“Absolutely shocking customer service and very poor staff in the shop in Rayleigh Essex .. purchased a mattress which in our opinion is faulty so sent some pictures to their head office and many weeks later a phone call .. I tried to change under there so called comfort guarantee and was told we have to keep the bed for 40 days plus pay a 10% charge and delivery .. and wait for it if I chose a cheaper bed I would not get a Refund .. so please read the small print very carefully, totally regret ever set foot in there show room .. I would rather chuck there new matress in the skip and purchase from another shop then deal with them again .. shocking purchase at your peril .. you have been warned”

Helpful Report

Posted 6 years ago

“Never experienced such lack of customer service. Call the customer service number but the wait is usually 1.5 or 2hrs!! Ridiculous. Have a delivery due today and they said we would receive a delivery text 2 days beforehand... never got that text. Now cant get through on the phone (again!) to ask what's going on.. WILL NEVER BUY FROM BENSONS AGAIN.”

Helpful Report

Posted 6 years ago

“Delivery men told my husband to remove all dust sheets as health and safety they provide their own protection for customers house. They dragged the bed through wet mud no need had they held it properly and walked upstairs on our light gold carpet wet muddy feet! Asked them where was the protection they were using and they never answered! The package the mattress in ripped and dirty, the base of the bed ripped and dirty and staples hanging out that we have had to remove. We are having to get a carpet cleaning company in as the hallway carpet ruined. Tried calling but 56 min wait. I will be complaining and taking legal action”

Helpful Report

Posted 6 years ago

Bensons For Beds is rated 1.2 based on 1,775 reviews