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Bensons send flatpacked bed...but the sections are incomplete for assembly ** FINALLY RESOLVED**


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Hi

 

I am having a problem relating to Bensons For Beds i'm afraid.

I ordered a single bed from them earlier this year (Modus 90cm Ash wooden 3drw bed frame) for my young daughter to sleep in once she moves into her own room.

 

 

Delivery was slow but eventually the bed was delivered. It comes in 3 boxes for you to self-assemble.

 

 

3 boxes were delivered (the delivery men put them in the spare bedroom for me) and off they went.

 

 

About a month ago I decided to assemble the bed as my daughter is ready to sleep in it now, but once I started opening the boxes I realised that I had not been sent the correct ones.

 

I should have Box A, Box B and Box C but what I actually have is Box A, Box A and Box B (2 Box A's but no Box C). So I have 2 sets of head and foot boards but no drawers etc.

 

 

As soon as I realised this I phoned their customer service number and the man I spoke to was totally unhelpful and just kept saying that there was nothing they could do because it is now beyond the '28 days guarantee'.

I came across this forum and after reading the advise on this thread I emailed the company explaining the problem.

 

 

Over the past 2 weeks I have emailed the 'enquiries' email address twice and the 'escalated complaints' email address twice and have had no reply whatsoever (except their automatic reply saying they will be in touch within 2 working days).

 

 

I am very frustrated by this situation now as I have a young daughter who wants to sleep in her new 'big girls bed'.

 

 

If phoning them is a waste of time (as it appears to be) and they are ignoring my emails then what should I do next?

 

 

I don't believe the customer service guy who told me that they can't do anything as it's after 28 days.

 

 

I paid for this bed and they haven't provided me with the complete bed so surely there is no time limit to it.

 

 

I haven't received what I paid for!

 

Hope you can help/advise me what to do next

 

Regards

 

Lissa B

Edited by citizenB
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Hi Lisa Welcome to the site.

First of all for your privacy and security I am editing some info from the post.

It would be a good idea to create a new thread of your own so that there is no confusion with other posts.

I will do this now.

Of course it is correct that they have a duty and obligation to sort this out.

As you may have seen,we do have a rep on the site here who I am going to contact and see if they will deal with it.Failing that,you will get help here to resolve things one way or another.

Lets hope we can see this sooner rather than later.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Thankyou for your help. I hope we can get this sorted.

To update the situation I thought I should let you know that I finally received an email from them this afternoon, see below:

 

"Dear Mrs ******

 

Thank you for your email

 

I believe you did in face to speak to one of my colleagues on the 27th of August, which he advised you that unfortunately that because you only notified of this six and a half months after delivery, we will be unable to take your complaint any further

 

If you have any further enquiries, please do not hesitate to contact us.

 

Kind Regards

 

****** *********

Customer Services Advisor"

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I sent them an email last night.

The Rep was actually on the site here early yesterday.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Do you know exactly what date you ordered the bed and the date it arrived ?

Also how was payment made for it ?

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I just checked my invoice and it says I ordered the bed from their website on 1st Jan 2012 (as to take advantage of January sale).

I paid by card via the website.

The boxes was delivered to me on 6th Feb 2012 ( I have neighbours statement papers verifying this because the delivery driver reversed into and destroyed my garden wall, but that's another story :-/).

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Was it a credit or debit card ?

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Pity if it had been a credit card you could have done a charge back as there is no time frame.

Surely the fact that you have identical duplicate sections of the same bed should be enough proof.

Are they still in the packaging and have they got any Benson for Beds numbering on them ?

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Yes the duplicate box A is sat here unopened with Bensons For Beds logos, model, finish etc all printed on the box. (I can post up a photo if you want?)

I really don't understand why they are being so unreasonable. I'm not asking for a refund or anything extra, i just want the bed that I ordered.

I just need this Box A swapped for a Box C, that's all.

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Yes not rocket science.

If they looked at their stocks on their inventory they would see there is one Box A missing.

Assuming of course they have not done this too often......

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Just out of interest-what does box A contain ?

And what should box C contain ?

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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It s a little disturbing to see that Bensons rep has viewed this thread and made no response.

I hope this maybe in consideration that the rep has chosen to refer it to their upstairs.

It would be unthinkable,and totally unacceptable for Bensons to be viewing and aware of this thread and fail even to make a response.

The site team will be expecting a response,in consideration of agreeing to allow official rep status.

If we see that Bensons cannot be bothered to respond after being aware of CAG members complaints,then we will have to review this account status.

Up to you Bensons.........deal with our member or no deal from The CAG.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Thankyou for your help. I hope we can get this sorted.

To update the situation I thought I should let you know that I finally received an email from them this afternoon, see below:

 

"Dear Mrs ******

 

Thank you for your email

 

I believe you did in face to speak to one of my colleagues on the 27th of August, which he advised you that unfortunately that because you only notified of this six and a half months after delivery, we will be unable to take your complaint any further

 

If you have any further enquiries, please do not hesitate to contact us.

 

Kind Regards

 

****** *********

Customer Services Advisor"

 

 

Well this is an attempt at a cop out that's for sure.

 

You purchase something to take advantage of a sale - with a view to using it at a later date. How are you to know until you actually start to put it together that there is something missing/duplicated/damaged!

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Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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citizenB - Yes I totally agree with what you say.

 

Martin - Box A contains the Headboard and footboard, Box C should contain the draws and fixtures that go under the bed.

So I expect Box C is significantly smaller than box A.

Box B contained the sides to the bed and wooden slats incase you were wondering.

 

Oh and I just had an email from their customer services saying that the invoice number I have provided is wrong.

It isn't.

I have forwarded the invoice to her to prove this.

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I have forwarded the invoice to her to prove this.

 

The invoice or a copy of it ?

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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I received another email from the customer services lady yesterday.

She has now said that as a 'gesture of good will' she will arrange for a Box C to be delivered to me.

Hallelujah!

I shall let you know when/if i receive it and if it is the correct make/finish etc.

Hopefully we are nearing the end of this battle.

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On receipt, please open the box and check the contents !

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Good news! Box C arrived and is the correct size and finish. Hurrah!

Was just left on my doorstep by the delivery company but luckily it didn't rain.

So thankyou very much to you Martin for your help,support and advise on this.

I don't think it is a mere coincidence that they finally replied to my emails and acted once you got involved.

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Excellent news - I will amend your title to show this is now resolved :)

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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As quick as I am to chastise Bensons,I am glad this has finally been resolved and that common sense has prevailed.

Clearly,this was not a computer error but a handling error in dispatch,a quick manual stockcheck of pack C,would have revealed the truth,and why this was not done weeks ago is hard to understand.Our member was not looking for a new bed,just the missing parts which should have been supplied.

I hope that there are lessons can be learned from this,if only that sometimes there is a need for discretion and for customer services to go the extra mile.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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