Update. We sent detailed copies of everything to visa and to Bensons who both acknowledged these promptly. We gave Bensons four weeks to come up with a response. Exactly four weeks later we had a call to say that our mattress was to be sent to the shop for sale as nothing was wrong with it, but they got a technician to check it again who said it was normal but out of tolerance. How can that be normal?! They then offered to refund the rest of our money. The thought of re-selling the mattress is beyond belief, especially when a FIRA technician had reported sinkage, roll and loss of support. There was no way I was going to give up, and fortunately they saw sense. My new mattress from John Lewis hasn't arrived yet, so I am sleeping on one from the guest room. So comfy I am sleeping much longer!

Well done Sue. Bensons are collecting my mattress tomorrow and offered us 80% refund on the cost of it. That is not acceptable and we will be taking them to the small claims court for the rest, and we also have the paperwork to notify visa (we paid by visa credit card). The mattress is less than a month old, and as you say, FIRA seem to think a 3.4cm dip is "normal". Try telling my back that! They wouldn't refund 80% if they thought for one second it was normal, we all know that. I won't be giving up. They sell a heap of junk. My John Lewis mattress won't be here for another four weeks or so, so I will have to make do with another bed for a while.

The mattress is truly horrible. I have flown around the world, as cabin crew, for years, and never in my life have I slept on a mattress like this! It really is like lying on sand, there is just no give in it at all (supposedly a "softer mattress"). I just need to spread the word about Bensons. We have just bought a holiday home, and guess who will not be getting the order for five new beds! I will stick with John Lewis in future, I was a fool to go elsewhere.

My husband has just emailed them. We will not let this drop. We will take to Small Claims. Bensons is well aware that we will do this, and do it we most certainly will. Interesting article in The Guardian re FIRA and Bensons. http://www.theguardian.com/money/2013/jan/12/bensons-for-beds-mattress-guarantee-nightmare We have already quoted the relevant Act to them, as quoted to us by a solicitor, but Bensons don't have a clue. It boils down to FIRA claiming a 3.4cm sag in a mattress and loss of support (the exact words of the FIRA agent in his report) is acceptable in the eyes of Bensons and FIRA. All this on a mattress just two weeks old. Time for a drink I think

Post ten. See if I can attach a photo. The photo is taken after straightening the fitted sheet, pulling it tight, and then sliding my hand across where I sleep. FIRA measured sinkage at 3.4cm, I measured at 5cm, but it obviously depends which point is measured. grr still can't post, will try post 11

post 9 (sorry) I have to get the count to 10 to show the photo

Well the FIRA technician did as we expected. Despite him noting a 3.4cm sag and loss of support, he claimed that in a mattress less than two weeks old, this is normal. I can't even sleep on the darn thing!! Bensons said tough, then my husband discussed an article about FIRA which was in the Guardian, saying how they come down 90% in favour of retailers. They then said we could have an 80% refund. So let me get this straight. 1) The shop assistant sees a photo, says it is definitely sinkage and they agree a replacement. All their mattresses are junk, latex, foam or the cr@p I was lumbered with. 2) They claim the mattress is normal, but agree to take it away and refund me 80%. If it was normal, would they honestly do that? We have informed them we will pursue for the 20% through the Small Claims Court. I need to get the count up to 10 so I can post the pictures!

Love it I am just about to scan in the FIRA report and email them it. They have received the recorded delivery letter (duly ignored), and I also sent them it via email (duly ignored). I am sending the FIRA report, and reminding them the next step is small claims.

I tried looking for the local trading standards on the council website, but it just refers people to CAB. I will indeed hammer Bensons, and will not give up. I am going to have to book some sessions with a chiropractor now, I can't believe how painful my back is getting, I'm starting to limp. Did you ever get your bed replaced or a refund? I will check out the BBC link too. When I was in the shop, I could hear them spouting the same old rubbish about how great they are, to other customers!

Yes, we gave them ten working days for a response, stating that we wanted the mattress removed and a full refund. I will try to attach two photos. I like the idea of charging them storage. I will have no mattress for two months, so will be sleeping on duvets I think. We are short of beds over the Christmas period as we have visitors. I tried to attach a photo, but no idea how to with all this url business. If you see the photo of the bed, it pretty much says it all. I did contact the bed federation today, and they said they would forward my email to Bensons and Relyon. Would you believe, Bensons then finally acknowledged my complaint and said they will respond when they have the FIRA technician's report. I can't add photos as I don't have enough posts apparently

Thanks Conniff. The letter we sent recorded delivery was worded with legal phrases and giving them a deadline for removing the mattress and giving us a full refund. We attached photos showing the dip in the bed. Is there any way we can post photos here? My daughter is a law graduate and wrote the letter for me. If they don't respond, we will start the small claims process.

A quick update. Bensons has ignored three emails I sent via their website, and two by regular mail (including one which was recorded delivery). I have sought advice from CAB and also my daughter's friend who is a lawyer, in contract law. There is no doubt whatsoever I am due a full refund. The FIRA agent came to my house today, and the comments he wrote on the report, of which I have a copy, include (remember the mattress is less than two weeks old): Technician visually inspected mattress and could see one side was dipping. There was roll present when lay on mattress toward the outer edge. Compression test revealed lower levels of support in areas of wear. Settlement measured 3.4cm" I have now ordered a new mattress, but from John Lewis this time. I will keep you posted on what this bunch of bandits (Bensons for Beds) respond with. I will most certainly take this to the small claims court if they do not give me a full refund and take away this heap of rubbish. I am also raising a dispute with visa, as we paid by credit card. The mattress is Relyon conoisseur.

Bazooka Boo, I loved your submarine reference. Thanks for the laugh . I have tried email and regular mail, but they simply don't respond. I offered the shop manager A4 sized photos of the sunken mattress to put on display to show how proud he was of his product, but he declined. I wonder why?!

My one thousand pounds Relyon mattress was delivered on Thursday 5th December. After the first night there was deep sinkage in the bed where I had slept. I weigh just under nine stones, so weight isn't the issue. I persevered a couple of nights, then on Monday called "customer service" (laugh!) and was told this is normal and they wouldn't even consider looking at it for six weeks. Another night and by then I was in so much pain I called customer service in tears, my back was unbelievably painful. They agreed to send someone to inspect the mattress a week and a half later. I went to the shop and showed a photo of the mattress, and the lady made a note on my computer record that there was indeed sinkage. The next day I couldn't cope with the pain any more and called again, and spoke so a young guy who agreed it could be replaced as sinkage had been noted by the shop assistant, but it had to be for at least the same amount. Off I went to the store to choose another to find they are nearly all latex (I am allaergic to this) or memory foam, plus the one I had bought which was beyond useless. I asked for my money back and was then given lots of excuses. Be warned, Bensons say a two inch dip where you sleep is perfectly normal and to be expected. after one use. I am making a fuss about nothing apparently. They are the biggest bedding company yada yada. Their beds are rubbish and customer service even worse. They ignore emails sent via their website, and letters sent by regular mail. I am off to John Lewis to buy a mattress, which I tried two days ago and they are much better quality and actually cheaper. Bensons are bandits, selling rubbish and no after sales service at all. One week on and a thousand pounds worse off.