bensons issue

[tolvern]

Faulty Mattress from Bensons for beds

We purchased a Kingssize divan bed 16 months ago when it was delivered the mattress and base were both covered in red ink, Bensons agreed to replace the whole bed but insisted on ordering one instead of supplying from stock this took almost 3 months to be delivered now a year later the mattress is colapsing along the whole legnth of the bed on both sides, we turn the mattress regularly as instructed but it makes no differece also one of the drawers keeps on falling off its runners. Bensons sent out what is supposed to be an independent inspector from Eco master however Bensons put a lot of work through Eco master so im not sure how independant they can be if they want the work from Bensons. The Inspector looked at the mattress and sai it was faulty he asked if I sit on the edge of the bed which I dont I pointed out that I have a stoll to sit on to do my hair and makeup he agreed that because the fault is along the whole legnth it could not be from sitting on the bed, he then lied on the bed and said how uncomfortable it is and how it almost tips you off the egde when you are lying on it he said he would not repair the drawer as there is no point due to the fact that the mattress is faulty and the whole bed needs replacing. I then waited and after 10 days Bensons had not contacted me so I called them to find the Independant Inspector has told Bensons the complete opposite of what he told me, he has said that the Mattress problem is due to sitting on the edge of the bed and the drawers can be repaired and he has ordered the parts. As a result of this report Bensons are refusning to do anything abou the Mattress and 2 weeks later I have still not been given a date to repair the drawer.

I now have a 12 month old bed which is not fit for the purpose intended.

[Tim Deegan]

Faulty Mattress from Bensons for beds

We purchased a Kingssize divan bed 16 months ago when it was delivered the mattress and base were both covered in red ink, Bensons agreed to replace the whole bed but insisted on ordering one instead of supplying from stock this took almost 3 months to be delivered now a year later the mattress is colapsing along the whole legnth of the bed on both sides, we turn the mattress regularly as instructed but it makes no differece also one of the drawers keeps on falling off its runners. Bensons sent out what is supposed to be an independent inspector from Eco master however Bensons put a lot of work through Eco master so im not sure how independant they can be if they want the work from Bensons. The Inspector looked at the mattress and sai it was faulty he asked if I sit on the edge of the bed which I dont I pointed out that I have a stoll to sit on to do my hair and makeup he agreed that because the fault is along the whole legnth it could not be from sitting on the bed, he then lied on the bed and said how uncomfortable it is and how it almost tips you off the egde when you are lying on it he said he would not repair the drawer as there is no point due to the fact that the mattress is faulty and the whole bed needs replacing. I then waited and after 10 days Bensons had not contacted me so I called them to find the Independant Inspector has told Bensons the complete opposite of what he told me, he has said that the Mattress problem is due to sitting on the edge of the bed and the drawers can be repaired and he has ordered the parts. As a result of this report Bensons are refusning to do anything abou the Mattress and 2 weeks later I have still not been given a date to repair the drawer.

I now have a 12 month old bed which is not fit for the purpose intended.

 

Contact Trading Standards as soon as possible. I have heard of this happening on many occasions with many of the big retailers.

 

Did the engineer give you a copy of the report?

[dx100uk]

own thread created

 

dx

[tolvern]

Contact Trading Standards as soon as possible. I have heard of this happening on many occasions with many of the big retailers.

 

Did the engineer give you a copy of the report?

No the Inspector did not fill out the report on the premises he just scribbled a few notes down after complaining that Bensons are saying different to what the Inspector told me Bensons have since sent me a copy of the report which I have copied below

 

Local and furniture good. Wear and tear; Customer has a king size posture care pocket 1000 Mattress is sitting on a

 

horizontal split solid divan with 4 drawers which is supporting well. Customer has had bed for 13 months and is

 

complaining that both sides of the mattress are collapsing and giving no support and causing customer to roll to

 

outer edge. Mattress is clean and unsoiled and customer vacuums monthly. Customer turns and rotates monthly.

 

Manufacturing; also the customer was complaining regarding the bottom right hand facing drawer which was not

 

running smoothly. Report; Compression test showed very firm in middle but lacking support at edges. Lay test

 

showed firm and supportive but there was some rolling to both edges. Level test showed no signs of dipping.2 users

 

13 stone and 14 stone Customer advised they do no sit on the edge but the edge it appears that perching on the edge

 

would be consistent with this. The right hand facing side is worse than the left hand facing side. On inspection of the

 

drawer the runners were slightly buckled. There were no items in the drawers on attendance and no signs of

 

overloading. The customer advised the drawer had been like this since delivery. Parts to be ordered from

 

manufacturer 1 set of drawer runners 2nd visit repair time 30 minutes

[Tim Deegan]

It would be very interesting to find out if that is exactly what was in the engineers report, or if it has been edited slightly. Especially as you say that he agreed that due to the dip being along the whole length of the mattress, that it wasn't consistent with sitting on the edge.

 

I would stronly advise you to contact Trading Standards, and maybe BBC Watchdog as well. You may be advised by TS to get your own independent inspection done.

 

THe furiture industry ombudsman is FIRA: 0845 653 2064 or email [email protected]

 

Bensons aren't a member of FIRA, but Steinhoff (who own Bensons) are.

 

For more impartial mattress advice have a look here: http://www.mattressadvice.co.uk

[tolvern]

Thanks for your help, I have contacted Trading standards today I am now waiting for them to get back to me and I have also contacted Watchdog, I will let you know once I have replies from both.

Thanks again

[Tim Deegan]

Thanks for your help, I have contacted Trading standards today I am now waiting for them to get back to me and I have also contacted Watchdog, I will let you know once I have replies from both.

Thanks again

 

It is often a good idea to send a copy of the letter to Bensons, making it quite clear that you have sent copies to Trading Standards and Watchdog.

[tolvern]

ok thanks I will do that, Bensons have replied saying that as far as they are concerned there is nothing wrong with the bed the dipping is due to us sitting on the bed and they say you should not sit on a bed so they will not do anything about it

[rebel11]

Hi tol

 

Have a read of no,10,12 and 13 in my signature.

[Tim Deegan]

ok thanks I will do that, Bensons have replied saying that as far as they are concerned there is nothing wrong with the bed the dipping is due to us sitting on the bed and they say you should not sit on a bed so they will not do anything about it

 

They will always try that one, until they realise that you are being serious. At which point they often back down.

[daryllowe]

i have got a visit from ecomaster on 9th july for bed that has collapsed on one side from k&co (shop direct ltd)

and dont have much faith in ecomaster after reading your comments

[rebel11]

Hi daryl

 

Welcome to CAG

 

If you need help with this, start your own thread, so the guys can advise.

 

i have got a visit from ecomaster on 9th july for bed that has collapsed on one side from k&co (shop direct ltd)

and dont have much faith in ecomaster after reading your comments