Bensons For Beds Reviews

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

1.2 Rating 1,769 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

Questions

Metrics

1.2

Based on 1,769 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

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

“Bed delayed twice - now taken over 5 months and no delivery. Bensons demanding full payment before they confirm delivery date. Won’t allow me a full refund without paying 20%. Awful customer service. Do not use this company”

Helpful Report

Posted 4 years ago

“If no stars was an option I would take it - first bed delivered and the base was wet and very damaged, mattress dirty and smelly. Months later second bed came - the base was broken. Not even 3rd time lucky - 2 bases no mattress - order now cancelled. Customer service isn’t shambolic - that would flatter them - it’s non existent. Waiting for refund but guess what - no refund for the bed which I had to pay for them to take away - now I have no bed”

Helpful Report

Posted 4 years ago

“The worst customer experience I’ve ever had. We ordered our bed and mattress 8 months ago, we were told the mattress would come first and the bed the following month. The mattress arrived on time however the bed has taken 5 months to arrive from when the mattress was delivered and have been on the floor since November. We were mislead with the delivery date of the bed on 3 separate occasions and were told each time that once the bed has been delivered we can contact the customer service department to discuss compensation. The initial ‘compensation’ we were offered was a £20 gift card to buy a pillow. Absolutely unacceptable. The attitude of the advisors are appalling. We were also told at the retailer that the bed would be assembled for us yet the couriers have left us with 2 boxes to put together ourselves. We were advised to take that up with the retailer which makes no sense as the stores are not currently open, regardless it isn’t our responsibility to do so if we are already speaking to the customer service department otherwise what is their purpose? They do not have a complaints department which is shocking. My partner and I were told by 2 robotic advisors to contact a 3rd party such as the CAB if we wanted to take further action and feel that we’ve been left with no other choice but to accept their offer of a gift voucher (joke) or £75 refund for sleeping on the floor for 5 months which the lovely advisor made very clear that ‘they have no legal obligation to offer good will’ with a take it or leave it attitude. I wouldn’t recommend this company to my worst enemy. They truly only care about making a sale, not having a complaints department speaks for itself on how much they value their customers.”

Helpful Report

Posted 4 years ago

“Worst company to deal with ever. Customer services are shocking. Had a bed we spent over 2 grand on last september by october mattress was unbearable to sleep on and was due to have replacement waited 6 weeks for mattress .when it arrived we were told by the drivers they couldn't deliver it due to to many stairs bearing in mind the same company delivered the super king bed and mattress in september. They sent another driver 2 weeks later with the mattress and he refused to deliver it . Ihave now asked for the bed to be removed and full refund . I was told they won't collect bed unless i myself living on my own takes it down the stairs im stillwaiting for them to reply to my emails. Plz dont waste your money go somewhere else”

Helpful Report

Posted 4 years ago

“NOT FIT FOR PURPOSE! We purchased a pillow top mattress just over 2 years ago and it is now the most uncomfortable mattress I have ever slept on. It has dipped on both sides by over 3 inches, leaving a ridge down the middle. After several complaints, the only advice given, was to sleep in the middle!! Absolutely ridiculous, how do 2 adults sleep in the middle! After further complaints we have now been told we have to get an independent inspection at a cost of £48 to confirm its a manufacturer fault, the photos and video clearly show this. REALLY BAD CUSTOMER SERVICE! I will never purchase or recommend this company again! Totally unacceptable customer service, and unsatisfactory goods!”

Bensons For Beds 1 star review on 15th March 2021

Helpful Report

Posted 4 years ago

“Avoid at all costs! Would give no starts if possible In multiple emails in the lead up to delivery from Bensons it stated that they furniture would be delivered to a room of our choice and asked that the pathway was clear due to covid. I made sure the pathway was clear and easy access to the room to make it as quick as possible, I wore a mask and kept my distance. When the delivery drivers arrived before I could even say hello he pointed to the hallway and said we’re leaving it there. They did not give me an option of room delivery! The delivery driver was rude and when I complained to Bensons they advised the drivers had not taken liability and that the option of room choice was not taken up. The delivery driver stated where he was leaving it and did not give me an option so how is that not taking up the option of room choice. Would not order from them again and have advised family/friends who have ordered or were thinking of to cancel/ not bother”

Helpful Report

Posted 4 years ago

“Don’t ever shop with Benson! If we could have awarded 0 stars we would have! We just wish we had seen all the terrible reviews before we shopped and we certainly would have gone to Benson for Beds! Throughout our dealings with them we had absolutely shocking customer service. They questioned everything we said and we got the distinct feeling they thought we were lying. We had bought an £800 mattress in February 2020 and followed all the advice about turning etc. By July /August the mattress had lost its firmness, the covering was loose and furrows appeared on either side with a high ridge running vertically in the middle the mattress. We sent them photos and they wanted us to pay for an independent assessment. We said that we didn’t see why we should be out of pocket for a mattress which was obviously faulty after only six months use. After many conversations they finally agreed to pay for the tecnichian, who said it was most definitely a manufacturing fault. We asked for a refund but were told that it was over six months so a replacement was the only option. We asked that maybe as a goodwill gesture they take the lockdown period into consideration when we were both isolating but they refused. Their customer services took ages to reply to emails, we usually had to remind them to respond! On a separate slightly unrelated point their emails were badly written, grammatically incorrect and quite often bearing no relevance to the questions we asked. Phone calls from their customer service were equally unsatisfactory. They suggested if we were unhappy that we contact the furniture ombudsman. We did this and after three months of deliberations they unsurprisingly came out in favour of Benson! Not unsurprisingly we haven’t had any communication from Benson following the ombudsman’s decision over a week ago so we have contacted them this morning requesting a credit note for the full value of the mattress. We have to shop with them to use the credit note - whenever that will be! The alternative is to lose £800 which as pensioners in our 70’s we simply cannot afford to do! This is customer service at it’s very worst. Read all the reviews and don’t buy from Benson.”

Helpful Report

Posted 4 years ago

“Paid over £1200 for bed and mattress started to fall apart. Claimed on 5 year warranty and Bensons surveyor came and agreed it was faulty. Bensons then said as we had a discount on the bed when we purchased it of about £150 (which was in store promotion at time) it was excluded from warranty cover so we have a ruined bed and nothing we can do about it. Will never buy from them again.”

Helpful Report

Posted 4 years ago

“Absolutely shocking, ordered & paid for new bed to be delivered, put together & old bed to be taken away. I live on the ground floor, driver arrived knocked at my door and said he is not delivering my bed as it’s too far from his van! Myself & my husband carried the new bed, he was then trying to refuse to take my old bed as my husband was taking too long, refused point blank to put my bed together although we had carried it ourselves, still using the excuse that my front door is too far away from the van. He said just call customer services, he was very rude & very intimidating. I called customer services, not a sorry or any kind of acknowledgement of it being so wrong and very bad for their company. I now have to wait for the driver to be interviewed before I can get a refund! Shocking, regardless of them interviewing him, a service I have paid for has not been done! Will never buy from BENSONS FOR BEDS AGAIN. avoid at all costs. I’m currently in contact with trading standards as after reading all these reviews, they will try to avoid paying my refund!”

Helpful Report

Posted 4 years ago

“We ordered a bed frame on 14/11/20 for delivery in February. In late Jan they changed it to March 16th. Today I called to change delivery address and was told their earliest available delivery was 25/05/21. Not good enough. I have sent an email asking to cancel and for a full refund.”

Helpful Report

Posted 4 years ago

“I will never order from bensons for beds again we ordered and the beginning of September for a tv bed and mattress and a single tv bed as well we paid them £3,800 it was supposed to be delivered on the 5th of January then on Christmas Eve they told us it has been delayed till the 17th of March and now just been told we wouldn’t get it till the 12th of may now”

Helpful Report

Posted 4 years ago

“Terrible refund service. Still waiting on refund passed from pillar to post”

Helpful Report

Posted 4 years ago

“Absolutely disgraceful service from Bensons, they completely lack customer care. Just read the rest of the reviews. We made an order in December for a new mattress, mattress protector and four Orthopaedic pillows. Delivery came on the 18th January as expected, happy days. Unfortunately the mattress protector was missing and one of the pillows was incorrect- okay, no problem we could easily get this sorted right?.... think again! So on contacting Bensons I was told the mattress protector was potentially out of stock and they needed to check stock levels and they would also arrange for the correct pillow to be sent out to us and to give the incorrect pillow to the delivery driver, and to expect a call by the end of the week with them letting me know an update. I was happy with this, however no call came... Contracting Bensons is a nightmare, they take ages to get back to you and it's always a different person you get communication from and it's always different from what previously advised. In the meantime we did receive our mattress protector from Bensons but I had to let them know this, as the communication I was still received was stating they needed to check stock levels! Crazy. However, after over a month of complaining and speaking to their awful customer service team we are yet to receive the correct pillow and have our order fulfilled. I've been offered a £20 voucher as a 'gesture of good will' and then in later correspondence being told to use that voucher to purchase the correct pillow! I then expressed my dissatisfaction with this, so was then told to exchange the incorrect pillow when the stores reopen and they quoted me their closest store. We were previously told we could not return the unopened incorrect pillow for hygiene reasons, now we can exchange it?! Stores do not reopen until April and I am certainly not doing an 80 minute round trip to exchange a pillow! Absolutely no customer care at all. I don't understand why they just can't send us the pillow we have paid for!? Don't bother approaching their CEO either, you'd expect after raising a complaint, asking it be escalated and requesting contact from a Manager would mean your complaint would be taken seriously. This isn't the case, you just get passed around their unhelpful customer service team with infuriating suggestions on how they believe they can resolve the issue. I will certainly not be using their services again, I doubt I will ever receive the correct order I paid for either. From reading the other reviews I am at least happy we received our mattress with no issues as I'd probably still be sleeping on the floor!”

Helpful Report

Posted 4 years ago

“Avoid this company, they don’ have refunds policy on their company who’s customer service did tell that, bad customer service. Long wait customers services line,very very rude service.”

Helpful Report

Posted 4 years ago

“Actual disgrace of a company . Sickening . They were supposed to be delivering a bed on 21st Jan . Delivered it to the wrong place and admitted it . And after 3 weeks they have now told us they have finished their investigation and have determined it was delivered to the right place and won’t do anything else . They have took our money and I’m not sleeping on the floor. This is literally criminal . Like what do You do from here ?”

Helpful Report

Posted 4 years ago

“July 2020 I Ordered an igel mattress, base and headboard. Due to lockdown it was sept when they Delivered the goods - a navy base n headboard but a purple mattress. I wasn’t at home n returned to see this odd bed. The thing is they set it up with this odd colour n left. Told they would have to order another mattress. Rang 3 month later to be told they hadn’t ordered the mattress although they Did have record of it on the system. You can’t even get through to customer services so I had to ring the store. December we got a txt (not a phone call) to say new mattress was being delivered. The delivery men rang to say it was all marked and soaked and unacceptable. I told them I was refusing delivery so not to bring it. I tried n tried to contact bensons yet again. Eventually I spoke to someone and was told another mattress would be ordered. I am still waiting for it. This is disgusting service. 7 months later and I still don’t have what I ordered and they have been paid £2049.00. They never contact you and you are lucky if you get through to them. I have been told I will be offered vouchers WHEN it’s all sorted. I have no vision in this happening.”

Helpful Report

Posted 4 years ago

“They are a waste of space order bedroom furniture last July months late in delivery part missing or broken. They have re ordered and still not able to track 4 week delivery time 2 months later still waiting lack of communication and no one the manage team or exec team or the CEO has the balls to respond to email or calls and a kick in the teeth when they offer a good will gesture to spend in store or have the money in cash. Damaged items have to be stored until new is delivered awkward when its a mirrored door 3 ft by 7ft this company is the worst I have ever had to deal with stay well clear”

Helpful Report

Posted 4 years ago

“our bed arrived today after waiting 3 months. The mattress was muddy and wet, but the bed was fine. We weren’t allowed to take the bed as apparently it all comes together as one order for delivery. Now we are being passed around on the phones. We’ve been told we have to re do the whole order from scratch and that particular bed has now been discontinued! We only needed a mattress replacement, which I’m sure they have in stock, it could be a simply rectified! Now we have no bed to sleep on. You should not expect this to happen with delivery. There is no excuse. Absolutely ridiculous and poor service. I know a few other people who have had problems. DO NOT ORDER WITH THEM GO WITH A SMALLER COMPANY!!!!!”

Helpful Report

Posted 4 years ago

“Worst company worst customer service”

Helpful Report

Posted 4 years ago

“Never Order from Benson for Beds - nightmare continues ---------------------------------------------------------------------- Ordered complete bed online for over £800 mid October ( money taken from our account straight away ) Delivery 4th December - The mattress had mould due to water damage and was returned straight away. The base appeared to be okay until we opened the outer packaging and found that the base was also damaged. We were told that this will be collected on the 2nd delivery i.e. we must re-order again. We made countless phone calls from 9am to 12pm as we did not know what to do. Different departments total chaos. Asked for compensation but was told that this can only be discussed once the order was delivered. Okay these things happen long with the pandemic situation so we give benson for beds a second chance and had to use the sofa bed in the mean time ( 4 months ) We made it clear that we would only put in a replacement order if this future order would be damage free. - WHAT A MISTAKE TO MAKE ! Second delivery came 21st Jan 2021 - Guess what - Water Damage to be base. Refused complete 2nd delivery by us and the delivery people. Also the damaged base from the 1st delivery was collected ( the delivery people were unaware that they had to collect this as well ) Again made phone calls from 11.30am to 1.40pm. This is when "the straw broke the camels back" One of the customer services personnel said to re-order yet again ( for the 3rd time !!! ) with 4 to 5 week turn around. We then asked for compensation to which this particular person refused any compensation point blank - the word compensation does not exist for this person ( must be company policy ). When we pushed and explained that this was discussed beginning of December, he then said that we needed proof of lost wage for the delivery dates - why did he not acknowledge this at the beginning!!! and when we mentioned the countless phone calls, he then start taking the mick out of my wife - "goading" - show proof that she made the calls and had time off work to receive the deliveries and yet he could see the number of calls made on his system from my wife. This "goading" went on for 30 minutes. He also refused to pass the call to his manager. I am not saying that everyone working for benson for beds is abusive but to be verbally abused ( Goaded ) by one particular customer services rep. while over £800 of your hard earned money is with benson for beds for approx. 4 months is physically sickening esp. when we gave benson for beds another chance to reorder again. We would NEVER order from Benson for Beds ever gain. Even if it was the last bed company on the planet. If you are going to deal with Benson for Beds, we would strongly recommend that you record every conversation that you have with this company due to broken promises, half truths, even lies and in our case to be "goaded" (verbally abused) As far as compensation of any kind, we are resigned to the fact that we will not get anything. This nightmare which is still continuing ( still waiting for our £800+ refund ) we have lost time and money on days off work for deliveries and many many phone calls but benson for beds do not care about that - as far as they are concerned, benson for beds wants us to re-order 3rd time, 4th time, 5th time.... 99th times until they get the delivery right even if it it takes years the while benson for beds hangs on to our hard earned £800+ We are still waiting for our refund of over £800 ( the damaged bed is in the warehouse but no-one from the returns team is prepared to acknowledge this ) One professional kind customer services person who kept her promise to email/call us back said she has sent various emails to the warehouse / returns team who refuse to acknowledge her emails. Until the returns / warehouse team acknowledge the damaged bed is in the warehouse, she can not process the refund. we have had an additional email from another customer services team apologising for the damaged bed and that the refund will be issued ???? As I said the nightmare continues.....”

Helpful Report

Posted 4 years ago

Bensons For Beds is rated 1.2 based on 1,769 reviews