We bought a 135cm Mattress Alexandria Ortho from Bensons for Beds last year online and received the bed on 25th of September. We pay £449.99 and the invoice number is ******. after a month both my wife and myself start having back pain. My wife was even worse as her neck was very stiff every morning. I have contacted Beds for Bensons customer service in January this year. I made a complain. I was told that someone will contact me after taking my details. Nothing happened. I made a second call and this time I was asked to email photos of the mattress and the corners. Still I had to contact the customer service again after which a technician was booked to come and see the mattress. Meanwhile some red pigment like a bruise has appeared on the corners. After the technician visit we were told that we would be contacted at the end of the week. I knew no one would contact us. i phone the customer services again after a week was gone. I was told that the report says that there is no issue with the mattress and that the "bruise" was caused externally. I was told it's only a question of comfort. I told the agent I don't agree as we are both suffering from back pain every morning. She told me to book for a second technician which I'll have to phone the mattress company and pay myself. All we want is to have the mattress exchange or a refund for the mattress.

Finally managed to save some money towards a bed, after sleeping in the same bed/mattress for the past 13 years. Went to Bensons For Beds and seen a bed I liked 8 days ago. It was actually the 2nd cheapest in the shop but still cost £400 for a double bed. I am a rather big guy so I do need a double size (in all honesty, I didn't realize how much beds were nowadays) The woman asked me how much I wanted to pay today (at the time) and I just shrugged my shoulders and said "£100?" She ok and took the £100 from me. She told me that, my bed will be delivered after 12 days and that I must pay the remaining £300 within the next 5 days. However, I had an unexpected bill (not quite £300 but, it meant not having £300 at the weekend) and called them the other day and they said ok, just pay us on Monday "which is today" The thing is, I am back to having £300 savings again today. However, got a call from a family member just last night asking me if I want a bed as they are moving abroad and had just bought a bed not that long ago for guests. What is the chances of that?!!!! They said I can have it or they will be giving it to the charity shop. Just been reading the terms and conditions and it said that, after purchase, I had 1 day to cancel my order and if done after that time, they will refund me, minus 20% of the price Where do I stand here? Because I have only paid a deposit, can I get my deposit back? Or will they keep £80 as that is 20% of £400 bed. The £300 I have saved up, plus the £100 deposit I paid, really could go towards helping repairs in my house, as my house is in such a mess. Thanks

Hiya I need a little advice. I bought a mattress from Bensons For Beds about 5 years ago - it cost about £900 and was a Reactaform Memory 1440. We bought it because the dude in the shop said it wouldn't dip, and it had a 5 year guarantee After about two years it had, and they sent a guy out who said it hadn't dipped enough, and that it wouldn't be replaced. As the end of my 5 year guarantee neared I tried again, and this time they found there was an issue. However they will only refund 75% of the original cost. I have to go and choose a new mattress from the same range meaning a will have to pay extra to get a similar mattress (it also has to be from the same 'range'). I questioned this, but I'm being told that it is all covered by the Sales Of Good act. Is this correct? Do I have a case to go to the Furniture Ombudsman? I've asked for a copy of the guarantee but they wouldn't produce it. Interestingly, the letter I got says they will give me £652.17, and I can go choose a new item 'Re-selection with no charges', but if I do choose an item that is more expensive than the original then I will have to pay the extra, which seems deliberately misleading. Any advice?

Hello - I signed up to the forum today - I came across it on the web while searching Bensons for Beds Reviews. Im not the first person to say I wished I had done some reasearch beforehand, however hindsight is a wonderful thing purchased a Airflow 5000 Plus Mattresses early May this year and it was delivered at the end of May. It did not come with any sort of paperwork or guarantee; it was purchased on line and neither the order confirmation or invoice had anything relating to Product Care or Warranty. Last week while turning the matress we noticed a massive bulge in the side of the matress on one side. Before I go any further its worthwhile saying that it came without any care intrsuctions, only a small circular card with the 'flame retardent' icon. Ive read in a couple of places that Bensons advocate that the matress is turned every week (utter nonense?) and that is takes three months for it to be 'settled' (more utter nonsense?) Spoke to Bensons today and Becky at Customer Services, while being helpful, wouldnt accept that the bed was faulty and said that they would need to have the bed 'independently' assessed and said they would arrange somebody from FIRA to come and asses the bed. I explaind that I had read reports that when this had happened to other consumers the decision did not go in their (the consumers favour) and offered to pay for FIRA to come and assess the bed myself but Becky declined my offer. I was put on hold and she came back to me with the name of another company (cant remember as this all happened earlier at work) when I looked them up they were an insurance company. I did offer to send photographs but Becky said this wasnt acceptable. To conclude, I have taken a day off work next week to facilitate the assessment of out new bed - I want to be optimisitic however there's a part of me thats very doubtful I will get a replacement or refund or repair - this is based on other reviews and forums Ive looked at over the past few days. Can anyone provide any suggestions what I would do next if the assessment goes against me? As mentioned above, the matress is 5 weeks old from new, has been used for its intended purpose - to sleep on, and neither myself or my partner are obese or overweight. ANY feedback would be REALLY appreciated. Thanks Steve

Can anyone advise me please? In Jan 2013 I ordered my Bed from Bensons for beds to replace my small tatty one, The much anticipated Bed arrived on the 15/04/2013, I left it packed in the living room where the delivery person left it, as it was heavy(50kg) to carry it upstairs to the bed room. Yesterday with a little help of a friend we have unpacked it and started assembling the bed frame, head and foot end that’s when I realised how big it was? it took the the whole space of the bedroom 200 long x 240 wide When ordering the sales staff had told me it was 180cm x 200cm wide, but when I measured it, from head end to foot end it was 200cm x 240cm? I checked the order/invoice it was 180cm wide' so called the store to ask if the order had been mixed up? They told me there had been NO mix up and the order was correct and that I should expect difference's in sizes as all the bed's measurement should include head and foot ends. After much discussion it turns out that the measurement given by the staff/sales person is only for the frame and not the head and foot end, he read the dimensions out from a document assuring me that this is the right one. I guess it's all about sales and commission after all. Having contacted the store - they have referred me the customer service team at Bensons for beds, they say there is nothing they can do as the sizes are as described and advised to contact the consumer direct. How can they get away with this, who decides where the measurements are taken from, knowing that I have gave the sales person my bedroom measurement as 250cm wide and the bed will be suitable for the room with much space left to move freely can any one give me any advice? All I wanted was a bed to fit my bedroom space comfortably;not to take the whole space and leaving me crawling over my partner to get to my side of the bed. now all I’ve ended up with this new huge bed that is much bigger than the one I have wanted! I have wrote a letter to Bensons for Beds and will write one to consumer direct too. Thanks

I purchased an airflow sup5000 mattress on 1/8/2011 from Bensons Beds in Basingstoke and it is sagging on one edge. Less than 2 years old, I am not happy paid £499. Stay clear of this mattress.

I bought a Sleep to Live Mattress 3 years back. Initially it was ok but then it started to sag in the middle while sleeping. We wake up every morning with a backache! The bed cost us £1100 after a £300 discount. We complained to Bensons and they sent across a person to have a look. He measured the sag using a piece of thread and two small weights and stated that the bed sags only 6% and upto 25% is allowed for a bed of this age! I called up customer services at Bensons and clarified this and they reiterated the same!!! Besides this, the person used his hands to push the bed down and state that there is not much sag. My problems are as follows 1. Should Benson not take into account the weight of people lying on it when measuring the sag? 2. For such expensive mattresses above £1000, is there no protection or guarantee for customer satisfaction? I find it strange that Bensons has no mechanism to measure sag but to use a thread and then use bare hands to push down the mattress. All the way, I found the person who came to inspect justifying that the bed was correct with no care to resolve the issue or try and understand the customer problem. I am thinking of approaching the Furniture Ombudsman but if the same measure is used and the 6% sag is stated, then would it be a total waste of effort? I want some practical advise here. Thanks in advance.

Anyone know of the current CEO for Benson's for Beds, I have an ongoing dispute with this company & am finding that phoning or emailing their customer complaint department is utterly time consuming & useless, I need to get "to the top" with my complaint to try & get some satisfaction.

I recently purchased a 3 door sliding wardrobe from Bensons Beds. On the day of purchase I took away a brochure with all the measurements, checked my bedroom, and once I had ascertained that the wardrobe would fit, I returned to the store to make my purchase. The store gave me the contact details for a fitter, he turned up today and was unable to fit it, this is because on top of the actual height of the wardrobe you need a further 30mm of space to enable fitting! Obviously if I had been told that before making my purchase I would have known that it would fit, BUT could not be fitted! I returned to the store, the manager did not speak to me, he passed a message to me via another member of staff, the message was to phone customer services. I did this and initially the rep on the phone said that as it was the stores fault they would be able to do something for me, he then put me on hold and came back and said, "I'm sorry but I am unable to take this any further". So ..... what can I do now? If the fitting requirement had been given to me, I would never have purchased that particular item. All I want is for them to swop it for another wardrobe, it has not been unpacked. HELP....or does anyone want to buy a wardrobe ??

Hi I'm just looking for some information / assistance I bought a bed from BfB in May, when it was delivered the bed was damaged, but not obvious from the packaging. This was then replaced, with another one which was also damaged. During this period a number of the slats split, they are very poor quality. At this point I tried to cancel the bed, but they asked for one more try and said they would get a bed delivered to the store to be fully checked prior to me collecting it. After a week on silence I went to the store (who were very helpful) to be told that nothing had been done by customer services and we were no further forward. At this point I asked for a full refund and asked how I arrange for compensation for the travelling to and from the store, time off work to accept delivery, the building of 2 beds and the £10 of calls to the head office call centre. I was told that they would cancel the bed then sort out the compensation. By they 12th June the bed was finally collected and I had to return to the store again to arrange the cancellation and return of monies. After trying to get customer services to contact me about my complaint, I emailed customer services on 22nd June and got the automated, "we will get back to you within 2 days" reply. By the 4th July I was fed up waiting and emailed again, getting the same autoresponder. Fed up again I called them today (6th July) to be told that since the bed was returned, the contract was cancelled and they were under no obligation to give any compensation for out of pocket expenses, and even although they had my emails on file I don't think they had planned to contact me. I've asked to be contacted by his line manager, but in the mean time; have I basically been scr$$wed over by cancelling the contract. Is this how BfB get away with supplying rubbish quality and not having to pay any compensation? Thanks