Bensons For Beds Reviews

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

1.2 Rating 1,781 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

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Metrics

1.2

Based on 1,781 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 6 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 6 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 6 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 6 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 6 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 6 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 6 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 6 years ago

“Mattress took ages to come. Promised me a day and then on the day they said it was out of stock so would come in a month. We had nothing to sleep on for the month. Me and my partner have had to take loads of days off to get it - not good at all. Delivered a side table that was so broken. They haven't emailed me back or taken any of my calls about it. Furious and NO WAY will I ever go back.”

Helpful Report

Posted 6 years ago

“Super-king Bespoke Pure Indulgence mattress delivered without a problem. After six months there were significant dips in the mattress (measured by them at >4cm) with a central ridge. Neither of us a overweight or heavy sleepers (ha ha). Rotating the mattress through 180 deg (which you should do every 2 weeks with their mattresses apparently!) unsurprisingly made no difference. Bensons for Beds have put the fault down to us and are not interested. Recommended only if you like to climb over a ridge to get at each other.”

Helpful Report

Posted 6 years ago

“Very helpful service in the Kings Lynn store. The delivery date was on my paperwork and I received a text message as a reminder of the date. On the day i got a message to say it would be delivered 4 days later. I phoned the delivery people whose attitude was tough thats the day we are delivering. I phoned customer service waited 20 minutes then got cut off. Phoned again and when it was answered got cut off before I could speak. Finally got to someone who went to help. When someone came back it was a different man who had the attitude that it was my mistake! After spending nearly 2 hours on the phone trying to resolve the problem and arrange a delivery on the next Saturday so I didn't need to take another days holiday I lost it. Finally went back to the shop who gave a refund. Dreadful customer service and attitude.”

Helpful Report

Posted 6 years ago

“I totally agree I have been trying since 3rd Sept to contact them on the phone for 25 mins first time then rung off 2nd time 39 mins and still no reply I have e mailed them twice and no response Contacted Steinhoffs who tried to help told that Bensons had tried several times to ring me but I wasn't in my phone has 1571 and also lets me know if I have missed any calls nothing was showing it is now 6th and still no contact this is totally unacceptable.”

Helpful Report

Posted 6 years ago

“Super King bed ordered with good service in store, happy with quality & delivery date initially. Then phoned & told the end of bed box we ordered at the same time would not be available (4 weeks ago still no delivery date)Then the day of delivery, (I took a half day off work for it) the delivery guys phoned saying they were outside (but were not) took 20 mins for them to understand they had put the postcode in the sat nav wrong. Arrive 20 mins later. Base upstairs, mattress upstairs OK. Then ....... Wrong size headboard in box in van. Took an hour of phone calls where I was being asked by delivery centre if we had got it wrong!!! They then tried to tell me what went wrong, well I dont care, thats your problem, I just want my headboard. Delivery men left, with wrapping, ties and packaging left around the bed, & inside the base. Then the 1.5 hours trying to get through to Benson's Customer service. Who say they cant give a delivery date, didn't apologise and 1 week later we still haven't heard back. The bed was bought with a large deposit and interest free credit. Think I will stop the DD, then see how quick they respond. What a shambles.”

Helpful Report

Posted 6 years ago

“Don't buy their beds absolutely poor quality and their customer service stinks”

Helpful Report

Posted 6 years ago

“Really helpful in store service however the after sales customer care is an absolute shambles. The order was placed in my husbands name and even after my husband giving authorization to speak with me on numerous occasions they still wouldn't deal with me over the phone. On one occasion I rang and they did confirm that authorization has been given to me and spoke to a gentleman at lengths regarding the order. I was then was passed back to customer service after being put on hold for over 45 mins to be then told that there are no notes on file that I have authorization to speak about the order due to data protection laws and therefore once again was told that they couldn't speak to me about it. The man who I spoke with was very rude and was constantly interrupting while I was trying to get my point across who then hung up on me! Yes, he really did put the phone down on me!! Been waiting now for over 8 weeks for delivery of wardrobes and still no closer to getting them it seems. Oh, and if you do ring customer service be prepared for a lengthy wait, on average its taken around an hour to be put through. Absolutely shambolic customer service. Be warned.”

Helpful Report

Posted 6 years ago

“Well it is fast approaching 2 weeks since the delivery of our King Size Strength '5' mattress that would not fit up our stairs. Remember I posted my concerns on this blog last week.... STILL no refund in the bank (about £145).... STILL no contact from Bensons.... Not an email, not a phone call, not a letter.... NOTHING.... Their Customer Service office are only open Mon-Fri 9-6, I have tried ringing them from work but my boss got fed up with me after 45 minutes and told me to get back on the line. My wife can't ring them because they will only speak to me. So unless I can have a day off work (fat chance) I guess I am up the creek without a paddle. It's as if I just drifted in and out of their lives and they have 145 quid of mine and I still have no mattress, , they are an utter disgrace to the retail trade. Customer Service.. they do not know the meaning of the word and do you know what ?? There is not a great deal you can do about it because they are at the end of a phone in an anonymous office and don't care because apart from ruining your life they also have your money. My Granddad went to France in 1945 to help fight against this sort of thing. Anyway, all is not lost, a friend has lent us a Futon bed for the time being and I have found the head office address and an email contact for Benson's. Watch this space.. PS... I beg you.. DO NOT DEAL WITH THESE PEOPLE...........”

Helpful Report

Posted 6 years ago

“Absolutely awful company despite mattress actually being very satisfying, ended up getting the delivery date wrong 5 times, screwing up 2 of my work days and then never even turning up. After sending it to the wrong delivery address twice... they then sent it a second mattress to us. Would highly recommend NOT using this company.”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“I have been waiting well over an hour now to get through to Bensons customer service have tried all week to be told a 50 minute wait obviously gave up now trying at the weekend on over an hour now walking around with phone no answer after 1 hour 10 minutes to date, this must be the worst customer service ever!! Why are they allowed to conduct in this manner the answer do not use Bensons Beds, if there is any problems you will end up very angry and frustrated with the this company.”

Helpful Report

Posted 6 years ago

“Having purchased a bed and after 10 months it falls to pieces advised that I have to pay for a report to evidence it is a manufacturing fault - before they would even consider a refund - and even then once emailing them with the report - you get no response - so trying to call their customer contact number …. waiting for an hour for them to answer the phone - absolutely disgraceful customer service - I wouldn't buy from Benson beds ever again - and I would most certainly will be telling all of my friends ….. don't buy Bensons !”

Helpful Report

Posted 6 years ago

Bensons For Beds is rated 1.2 based on 1,781 reviews