Bensons for Beds

[MARTIN3030]

How long is it exactly since you made the complaint ?

 

"Today received a call and an email asking for the date on the fire lable to enable them to contact the manufacturer"

 

Manufacturer ?

 

The onus is on them to sort this out regardless.

Did they send you a copy of their complaints procedure ?

 

I am sorry but if this were me I would be filing a complaint with the FOS by now.

[platta]

You're a better person than me because by now i'd have given up by and demanded my money back.

[locutus]

LOL you're both more forgiving than me, Its been 11 months, I'd have LBA'd, filed court action, been to court and won or got judgment by default, sent in the bailiffs, bought a new mattress and written a smug "I told you so" letter by now.

[MARTIN3030]

Well for a Court claim there would not be too much pre action protocols left to follow.

A 14 day LBA would suffice.

No harm in doing both-let them cough up for the FOS complaint too.

[louiserawlings01]

High everyone, just a very quick update... After a couple of week correspondence with BFB they are replacing my mattress... They have stated that the mattress I have may be faulty as they have not had an influx of complaints regarding the indents. I should expect delivery of my new mattress within the next couple of weeks. RESULT i hope!!!!!! or am i being a little pesemistic

[Bazooka Boo]

That is a good result, let us know when you receive it and hopefully it will be much better than this one...

[MARTIN3030]

Well at least there looks to have been a result.

Although to make you wait yet more weeks,after the many weeks you have already been waiting,is not very good.

I have never dealt with Bensons but after following your story,would steer well clear.

No matter how good their products are,how established they may be,or whether they are competitively priced,all those things count for little if their after sales and service is unacceptable-and in your case it looks as though it certainly was.

[Bazooka Boo]

Yes I concur, I certainly wouldn't use them again, and have advised all of my friends and family who were thinking of buying from them not too, you buy cheap you buy twice, and that was certainly the case with these.

[Afternoon Assasin]

A house move of some 300 miles prompted me to order from Bensons Beds....

 

I ordered two beds back in September, one was being discontinued, but was available in the wharehouse, salesman confirmed that it had been allocated to my order. All appeared to be going great until I rung the shop to confirm the delivery date, I was told that the mattress had been sold to another customer !

 

After several failed attemps to get any satisfaction on the phone I had to almost camp in the shop and force the staff to agree to let me choose another mattress, which I did. So after a couple of hours in the shop I thought issue resolved......Errrr No, deleivery date was moved without letting me know, wharehouse manager agreed to change date, but then said it was his last day as Sleepmasters had made him redundant !

 

So a few days later I was lucky enough to find the new area manager in the showroom, explained it all to him he agreed to order another mattress, which he did. I was now about to move into a place with no beds. (One being for my 70 year old mother-in-law) The area manager even wrote me a letter promising to deliver a loan mattress, which he did, and giving a delivery date of today, 06/12/11, I got a text message on Friday saying my delivery from Sleepmasters telling me that my delivery would be here today between 7am and 1pm...

 

So at 2.15pm delivery not arrived I thought I'd give them a call to make sure it was on it's way, only to be told it was'nt ! And one person says it was taken off the delivery van this morning and another says it never arrived at the wharehouse to be put on the van !

 

It can't be that hard to deliver a mattress to complete an order can it ?

[Guest bensonsforbeds]

Hi, I am very sorry hear you are having problems with your delivery. Can you please DM your invoice number and I will check what the status is of your order. Kind Regards, Bensons for Beds

[Afternoon Assasin]

How do I DM you ?

Edited December 6, 2011 by Afternoon Assasin

[Guest bensonsforbeds]

Hi, If you click on our name on the left you will be able to send a message to us. Kind Regards, Bensons for Beds

[Afternoon Assasin]

When I do that it says the bensonsforbeds has decided not to accept messages ?

Edited December 6, 2011 by Afternoon Assasin

[Guest bensonsforbeds]

Hi, I am very sorry but the store is correct they will not be able to get an update time slot for you until the morning. There is a note on the system for the store to ring you once they have a new delivery date for you. Kind Regards, Bensons for Beds.

[Afternoon Assasin]

Many Thanks for your efforts,

 

I'll see what happens in the morning.

[Conniff]

When I do that it says the bensonsforbeds has decided not to accept messages ?

 

You must have clicked on something wrong AA, I have just tried it and there are no problems.

[seanamarts]

Hi, I am very sorry but the store is correct they will not be able to get an update time slot for you until the morning. There is a note on the system for the store to ring you once they have a new delivery date for you. Kind Regards, Bensons for Beds.

I have to say that is incredibly poor service. Does BFB have some sort of compensation plan, when this sort of thing happens.

[MARTIN3030]

Were only 6 posts.

[Afternoon Assasin]

They are now saying it will be delivered next Monday, 12th December....

 

Conniff, works with other users, but not for BFB's ?

[seanamarts]

lets hope they deliver

[Afternoon Assasin]

They have at last delivered.

 

I doubt I would ever use them again as the level of customer service I recieved was awful.....

[Bazooka Boo]

Yes agreed, I will never use them again either.

[DLStott]

Would be interested to hear how the new mattress is getting along. I too bought the same mattress (Sleepmaster Airflow memory mattress 5000 Double) back in March 2012 and it has been a nightmare. Have to climb into a sagging hollow in the middle of the bed each night. Have just written to Bensons for Beds and have sent some photos. Can't wait to see the back of this mattress and would never have the same again. Will push for a replacement of a different type or a refund. If neither are offered will head for the small claims court. £500 is no small sum of money for such an appalling mattress.

Edited January 13, 2013 by DLStott
missed name of mattress off entry

[Conniff]

I wonder why they don't give one to a member of staff to try for a few months before they put them on general sale, it would save them an awful lot of heartache.

[Sue his]

Would be interested to hear how the new mattress is getting along. I too bought the same mattress (Sleepmaster Airflow memory mattress 5000 Double) back in March 2012 and it has been a nightmare. Have to climb into a sagging hollow in the middle of the bed each night. Have just written to Bensons for Beds and have sent some photos. Can't wait to see the back of this mattress and would never have the same again. Will push for a replacement of a different type or a refund. If neither are offered will head for the small claims court. £500 is no small sum of money for such an appalling mattress.

 

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.