Good for you keep up the fight. I was determined and wouldn't accept any thing less than a full refund.including delivery charge Bensons beds are part of the Steinhoff Group who also own Harveys and many bed manufacturing companies (look them up on the net you will be surprised as to who they do own). I'm now 2 months on with my Harrisons pillow top bed and its heaven well worth the money. Let me know how you get on. good luck.

Update from April 2013 Had FIRA back out to faulty bed and this time he agreed that the bed was faulty as the springs had collapsed in the mattress, which was causing severe dipping. Bensons told us to select a replacement bed from their shop. We tried all the beds in the shop and could not find a suitable replacement. I contacted Bensons again to demand a refund and was told that I could not have one as it was over 12 months since purchase (this would not have been the case if FIRA hadn't cancelled 3 appointments), I pointed this out but to no avail. I then told them I would be taking it to the small claims court and the press.I was then offered a £60 upgrade (which I declined) After much persistence with the jobs worth on the phone he finally agreed to give a full refund on return of the bed. This has taken over 12 months to sort out. During all of this I have found that Bensons feel that 2 inch(50mm) dip is acceptable. I would never buy anything from Bensons beds again as they knew there was a problem with the Airflow 5000 beds and hadn't acted upon it but continued to sell them. We have now bought a Harrison bed and it's like sleeping on a cloud best bed we have ever bought and well worth the extra cost If you are having problems with Bensons please do not give up hope, keep on fighting them as we did. Good luck.

We also bought an airflow 5000 mattress from Bensons beds in September 2012, and have had nothing but problems with 2 deep indentations where we lay, measuring 2.5 inch in depth (measured by us) they are still visible when we get back into the bed the next night As i am only 7.11lbs and my husband 11 stone there shouldn't be a problem with our weight. We purchased the bed for comfort and support to my spine( due to myself having had a back operation), this is clearly not the case as I have to sleep in our spare room now on our single bed, because of the big dip from the bed into spine. We contacted customer services 2 weeks ago, they sent out their assessor today who measured the dents with a piece of string and a spirit level, he referred to the care guide which say's there will be some degree of settling.He said the indentations were 2inch deep. We have turned this mattress religiously as per care guide, I just wish we hadn't wasted our money, as I am now waiting for another op on my back and will not be able to use this mattress, looks like the spare room for me yet again. We are now awaiting Bensons reply to the report, but after reading all the other threads I don't hold out much hope.