Bensons For Beds Reviews

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

1.2 Rating 1,779 Reviews

4 %

of reviewers recommend Bensons For Beds

Company Reviews

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Metrics

1.2

Based on 1,779 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

“It would be impossible to write a short review about the dreadful experience I've had with this company as their sales and customer services is so appalling. I purchased a bed to discover that it wouldn’t actually fit into the attic room. At the time of purchasing the bed I discussed this possibility with the sales person. After placing the order and paying for the bed in full she handed me a tape measure to take away to measure. The delivery was scheduled for weeks ahead. I measured the space to discover it wouldn’t actually fit so I returned to the store within days to cancel the order. The sales staff then told me there would be a 20% cancellation fee for cancelling the order after a 24 hour period. They told me that this clause in their T&C’s. I looked in the wallet that they had given me when I placed my order and there were no T&C’s. I asked why they hadn’t included them or made me aware of this important clause when they handed me the tape measure to take away. I certainly wouldn’t have placed the order if I was made aware that I had 24 hours to measure and get back. They failed to answer the question - they just repeating over and over again in parrot fashion that all this was in the T&C’s. (Ive since discovered from reading other customer reviews that this is a problem that many other customers have experience). Leaving out the T&C’s and claiming a 20% fee for absolutely nothing is a money earner for this company it seems. When I said I wasn’t given the T&C’s or shown them at the time I was placing my order they just said I should have asked for them. I suggested that it surely it was their obligation to inform customers about such important and unusual clauses such as a 24 hour cancellation policy and a 20% cancellation fee. They told me that is their company policy and they weren’t obliged to inform customers about such clauses. They kept telling me to get in touch with their customer service dept. Customer services were just as difficult and uninterested in resolving the problem. They also repeated that this was in their T&C’s and didn’t want to know anything about the sales staff not providing me with any T&C’s and again suggested I should have asked for them. I’ve never had to ask for them in other high street stores. Customer service said they couldn’t comment on individual sales staff and failed to recognise that I was now paying a large fee as a result. The conversation went around and around and they used the excuse that this was in their T&C’s but would not take responsibility for the fact that their sales staff didn’t provide me with any. Since having the misfortune of this costly experience I have read several reviews about this appalling company treating hundreds (possibly more) customers in the same way - No T&C’s included, failed deliveries, poor quality products etc etc. I hope anyone thinking about buying anything from BENSONS reads the reviews and goes to a decent company such as JOHN LEWIS or M&S - anywhere but BENSONS for BEDS.”

Helpful Report

Posted 7 years ago

“Absolutley agree one star way too may for this awful company. We paid £2109.98 for king size devan bed and mattress, devan base as expected but mattress dreadful! In store one like lying on a cloud, one received like lying on a brick! Reported this to manager in store even retried instore one again, concluded one received nowhere near the same tension rating as one tried in store. Manager promised he would "sort the situation to our satisfaction, with no extra charges or with a full refund", ( his exact words ) all we had to do was call customer services & notify them of our problem, and that's where the nightmare really begins!!! With lots of backwards & forward to store, trying display mattress again, again and awful phone calls to customer services ( a title they definitely do not deserve!!) being told " you will never receive what you have tried in store coz they've been there since day dot ( translation of " day dot " is long time, I was told) not told this at time of sale! Finally told by manager - after 9 weeks of pure hell, frustration, stress & no sleep due to lying on a brick - he can no longer offer exchange or refund as Bensons have changed their company policy in last few weeks and he now does not have the authorisation to use his discretion to give us an exchange or refund!!! Surely this is misrepresentation or mis- selling if they can not deliver a true likeness of their display items? Having filled in all the forms, completed 5 & half pages of details of dates,conversations and visits to store, we have handed this over to our credit card company in the hope they can help get us a refund! Please anyone out there looking for a new bed, please, please, please avoid the nightmare, DO NOT GO to BENSONS FOR BEDS, their in store staff may be pleasant but believe me they can not help when things go wrong and their "Customer Services" are absolutely appalling!”

Helpful Report

Posted 7 years ago

“Very poor delivery service with little room for moment. I placed an order for a new mattress through Bensons for Beds on Friday 9th , and today have been given a delivery date Friday Feb 23rd which unfortunately does not work. Before placing an order I was informed that it is very easy to change your delivery date if this does not work..... however the next delivery slots available are the 1st March or 24th March which is ridiculous. Asked if I could collect the mattress as the lead times are too long, and was informed this is not possible. Do not buy with BFB if you wish to receive your order "quickly" as they advertise. False advertising and very annoyed considering I confirmed before placing an order if it is easy to change.”

Helpful Report

Posted 7 years ago

“After being recommended by a friend that had previously bought a mattress from Bensons I decided to purchase a bed, mattress and protector. After locating a bed and a mattress that I thought was suitable in terms of comfort style and finance cost the salesman suggested putting it on a 0% finance agreement. Paperwork generated, credit check passed, delivery date agreed. They even sent a friendly message to my mobile to confirm everything had been confirmed. All good so far. I was at work for the delivery date so my partner accepted the delivery. The delivery driver assured her that accepting delivery of these damaged boxes would have no consequences to the quality of the goods inside, so after some coercion the delivery was signed for . When I inspected the delivery I was confronted with two heavily damaged boxes with holes, drag marks on the plastic protective layer on the mattress. I called the local shop where I had originally placed the order and was told in no uncertain terms that they are not interested in after-sales customer care and would have to phone a call-centre to get this matter cleared up. The first phone call went badly. It was insinuated that perhaps I had damaged the items and I should just accept the order and make the best of it. Undeterred I called again, this time with slightly more luck. I had previously e-mailed pictures with the purchase agreement reference. This time the advisor accepted why I was cancelling the order in its entirety, I was well past the point of them coming up with a counter-offer. They agreed a date to come and collect the rejected order. They were unwilling to confirm a specified time slot. On the day in question they 'attempted' collection. In as much they took a picture of my door and did not collect the goods. More frustration. I had to call them again to find this information out, clearly nobody at Bensons was taking ownership of this matter and clearly did not take my complaint seriously, bearing in mind this is a purchase of over £1000. Another set of phone calls and stunted conversation via social media arranged a second collection date, but this time they were able to give me a morning time slot. I thought it would be prudent to book a days annual leave to cover this situation. At about 10.15 on the 12th February they arrived and collected said goods after demanding yet more signatures. All signed "rejected goods" along with my name. Just to be on the safe side I also called the third party finance company to confirm that the agreement had been cancelled and that no payments have been taken. After some investigation from the advisor it turns out that the plan was cancelled on the second phone call to Bensons, but I was not advised of this. They will be confirming the cancellation in writing. Overall I thought the entire experience was a piss-poor performance in terms of Quality Assurance and providing customer service for what is meant to be a premium experience in terms of customer expenditure. At no point did anybody remain committed to follow-through on prior promises and this whole sorry episode could have been avoided if the delivery driver thought to himself "My customer deserves better than this, I'll get this returned and deliver an undamaged order". At every stage it felt like I was being subjected to "tick-box" attention spans and no initiative being put forward. I would say avoid, but if you want an exercise in banging your head against a brick wall when things go wrong, disregard this review.”

Helpful Report

Posted 7 years ago

“Purchased a bed and mattress and went back to the store 6 days later to cancel the order as my circumstances changed for very genuine reasons. I was told that there would be a 20% cancellation fee for cancelling the order after 24 hours. I was totally shocked by this as the bed was not due to be delivered for a further 4 weeks. I was told that this was in the Terms & Conditions which I was given. I was NOT given any Terms and Conditions - only the copy of the order which I had paid in full. When I told the staff at Bensons I hadn't been given any T&C's they still kept referring to them (a parrot fashion - stuck record sentence - contact our customer service department). I asked them why they hadn't told me verbally about this 24 hour cancellation period which is very unusual. They informed me that they were not obliged to tell customers about the 24 hour cancellation time. This highlighted to me what sort of a s company Bensons really is. I am a retired pensioner and every penny counts so to be charged a 20% cancellation fee for a bed that probably hasn't even left the warehouse is criminal. At no point during the sale was I made aware of a 24 hour cancellation fee or asked to read their T&C's. I returned home after a dreadful experience to read reviews about Benson's on the internet and to find that the reviews were all BAD. Customers not been given T&C's or being made aware of this 24 hour cancellation period. I would NEVER use this company again and I would suggest to anyone thinking of buying a bed to go to JOHN LEWIS were customer service really does matter. Bensons are only interested in taking your money and not addressing genuine customer complaints. I feel like standing outside their store and warning potential customers about these hidden T&C's and the 24 hours cancellation period that they keep quiet about. Read the reviews on Twitter and Google about this company and save yourself a lot of hassle and money - I wish I had!”

Helpful Report

Posted 7 years ago

“A bloody nightmare experience - absolutely disgusting after sales. Having had two incorrect orders delivered, no arrangement to collect a previous delivery, no help or other options from customer service or offer of compensation - finally they’ve agreed I can just keep the wrong order so as to just end this mess and repeat incompetence!!”

Helpful Report

Posted 7 years ago

“Mattress sunk 10cms within 4months, industry standard is 2.5cms. Not faulty according to Bensons. Got money back using our own survey, but only because we used a credit card to pay.”

Helpful Report

Posted 7 years ago

“The lady we spoke to on purchasing our bed seemed very interested in our needs, however this is where the story of good customer service from this lady stops, despite calling on two occasions and talking to her she seems to forget to update the screen following our conversations and has not given us any support. However when we did call back we spoke to a very helpful guy in-store. Bensons for Beds Customer services were also extremely helpful, but we are still disappointed with the Overall experience.”

Helpful Report

Posted 7 years ago

“Absolutely shocking service and real attitude from customer services. The wrong sized mattress was delivered to my 83 year old dad. The delivery man noticed it was the wrong size to the order but unpacked it and put it on the bed anyway - my dad asked him to take it back but he refused. I called customer services several times to try to resolve - the attitude I got from a guy called Tim was astoundingly bad. He said we should not use the mattress and would have to wait 2-3 weeks until a new one was delivered, so effectively my dad would have no mattress to sleep on for 3 weeks! I asked to speak to someone more senior and Tim flat out refused!!!”

Helpful Report

Posted 7 years ago

“We live in a town house and told the sales rep that the second flight of stairs may be problematic for a large mattress. "Don't worry, if it doesn't we'll replace with a zip & link". So we didn't worry when the original mattress didn't go up the stairs and got in touch with the store. "Yes we can replace with a zip & link for £400 but as a favour we'll do it for £200".This is on top of the £2,400 already paid - Shocking! The zip & link arrived 3 weeks later and was installed. On checking the head board I found several slashes to the material on the back, probably caused in transit. I reported this straight away with pictures and was told a replacement would be delivered in another 3 weeks. I still await delivery and have tried several times to contact customer services in the last week but they are constantly busy. I recommend never using this retailer, once they have your cash they just don't give a damn.”

Helpful Report

Posted 7 years ago

“Stay away from Benson's for beds.delivery date that don't materialize.customer services tell you on wrong van.then say not even on van.give a wide berth.”

Helpful Report

Posted 7 years ago

“bought a bed for £2000 slept in one bight fell out 8 times as the mattress moves as you roll over,the side of the mattress collapses when you get up,i am disabled and needed a firm bed rang Benson got the runaround but finally ordered a new bed waited another 4 weeks new bed arrived today,they took the plastic of the mattress and they are all wet Rang Bensons the parson was to busy to talk to me so still waiting for a calll back. If you want a new bed don't buy from this shop”

Helpful Report

Posted 7 years ago

“Ordered a king size mattress and pillow - 8 days later received mattress...wrong size (double) and the forgot the pillow ! Complained and now been told both will be delivered on 5th February. When I contacted the Bury store just now, the lady didn't think it was poor service as 'we are only human' and that 99.9% of the time they get it right - it's just the other 1% they don't (great maths :-/ ) - and when I contacted the customer service number they said they will action this as an emergency -"even though we don't normally do this".as if they were doing me a favour! Appalling. I am now awaiting a call back from the salesman who was only to eager to help when I was walking around the store 10 days ago with my money, and also the customer service department who previously had also ignored my 2 e-mails.”

Helpful Report

Posted 7 years ago

“Does it matter - your customer care sucks”

Helpful Report

Posted 7 years ago

“Refused refund. Shoddy products, health and safety a non issue”

Helpful Report

Posted 7 years ago

“Even one star is too much. Absolutely appalling customer service. Item not fit for purpose. Avoid at all costs.”

Helpful Report

Posted 7 years ago

“Even one star is one too many. After purchasing a king size tv bed with really helpful staff I booked a day off work. I got a call in the morning saying that the mattress had been damaged and they would deliver in two days time. After again rearranging another day, the bed arrived hours later than the designated last delivery time. But unfortunately Bensons for beds don't realising that just a bed without a mattress is not very comfortable. So having got rid of my old mattress I was left with just the basic bed frame. When I complained to the office they said I could buy a blow up mattress for £60. What a joke! They were rude and completely disinterested. After paying over £2000 for bed and mattress this is diabolical service. So I put the bed together only to find the speaker doesn't work! I was told to ring the office in two days time. What a shambles. Now I have found this review site and the truth emerges. I am horrified now at what my mattress will be like, maybe the blow up one would be better! The saga continues.........”

Helpful Report

Posted 7 years ago

“Do not buy from here nothing but problems from day 1, they’ll find an excuse not to do anything about any of the issue. Just caused a lot of stress.”

Helpful Report

Posted 7 years ago

“Delivery of heaboard good thats why i give one star the workmanship of wood headboard is very poor the joints in places not together showing gaps i managed to tap them together myself it should have not passed inspection will not buy from bensons again i went back to shop to explain but salesman did not seem to interested”

Helpful Report

Posted 7 years ago

“Our bed is the most uncomfortable piece of rubbish I have slept on. It started out fine and over a 2 year period is now so uncomfortable it beggars belief. We contacted Bensons and got all the nice talk but when it comes down to it they have many escape routes as to why you will not receive back up. The inspection of the mattress by an independant assessor was undertaken and the mattress was found not to be faulty, the dips were accptable at 3 cm and it was agreed with the assessor that our beating the mattress on a daily basis was an acceptable way to treat it to gain comfort?? The bed and mattress when purchased was well in excess of £1,000 and I have since discovered that we are not the only people who have experienced troubles with the connoisseur supreme divan range of bed with a marino wool top etc. The bed has a 5 yr guarantee, Ha what a joke!! The assessor mentioned that a bed is for sleeping and resting, you should not read a book or watch TV from your bed, and I assume with that in mind Bensons beds come with built in birth control??? I have given up with Bensons or should we be calling them BENT sons!! Since our raw deal we felt it best to go to a bed specialist and purchase a mattress that can be slept on without fear of lumps and hard bits not to mention bumps and dips. We require a company that can be trusted to sort out any problems in the future, not just throughout the trial period or the first year. Don't think you will get a refund from Bentsons after any time has elapsed, what you will get is some very nice small talk at the beginning and that will be that.”

Helpful Report

Posted 7 years ago

Bensons For Beds is rated 1.2 based on 1,779 reviews