Report Abuse

“Bed/Mattress Lovely - Customer experience not so good”

written by MrsAnnieS on 16/03/2017

So on 28th December 2016 my husband and I decided that we needed a new bed and went to have a look in Bensons for Beds in Derby. We were encouraged to go on the comfort station so that we knew what sort of mattress would be good for us. We both came out at Level 3 (medium/firm) and were promptly shown 3 different types of mattress and settled on the Sealy Singapore Titanium Mattress. We knew we wanted an ottoman style bed base and chose one because it came in flat pack and told the lady in the store that we were choosing it due to the fact that we would struggle to get a normal bed base up the stairs (of which we have 2 sets).

So that to me should have set the alarm bells ringing and I think there and there we should have been offered the option of a Zip and Link mattress rather than the full size Super king mattress which we have been told should not be squashed or bent.

However we did a good deal and arranged a delivery date of 16th January 2017 for the bed base and was told that Sealy would contact us directly to arrange delivery of the mattress. Almost 2 weeks after making the order I was contacted by Sealy who arranged delivery for 27th January.

So 16th January came - I had a confirmation text message that the base would be delivered between 1pm and 6pm. At 5.45 pm I tried to telephone Customer Services as we hadn't had the delivery, they were closed! So I called the Derby store who said that there had been a problem but they WERE going to deliver the base TODAY. At 8.15pm the store Manager phoned me telling me that the bed base was at the store but the van had broken down and they would deliver it personally the next day - I had already waited in all afternoon on the prearranged delivery date and was not available until around 3pm the next day due to my work. I got a phone call at 1.30 pm the next day asking if they could drop off now - No! They will have to wait until I get home. I managed to get there for 2.45 pm and they were sitting outside waiting for me.

So 27th January the Mattress delivery. Had a message about delivery time and although they were late the delivery guys did turn up. The mattress got stuck at the bottom of our stairs (bearing in mind that its a 6 ft mattress they can't bend or squash and the gap is just around 5 ft). The guys ask me to get some more people to help them deliver it (sorry that is not my job), it just so happened that my Husband was on his way home from work at that time. After some huffing and puffing it was decided that it was a failed delivery and they took the mattress away with them.

The next morning (Sat 28th Jan) we went back to Bensons for Beds and they said that they could get a Zip and Link Mattress sorted out with Sealy but they would have to phone them on Monday (30th) to confirm and they would call me to let me know the outcome of that. No phone call!. I went back into the shop on Tuesday 31st January and they said that they could get the new mattress but it would cost another £295.00 - taking away all the discount that we had negotiated in the first place (all that money for a zip!). They couldn't print out the new invoice there and then because they were "having trouble" with their printer and they would send it to me in the post. I ended up going back in to get it over a week later.

We went back in to Bensons on Saturday 18th February as we had heard nothing from Sealy about the delivery and for my husband to discuss with the manager why they had changed our credit agreement without us authorising it (something which we didn't really resolve) - they said that because when we repurchased the mattresses it wasn't a sale so therefore they had to charge us the full price. The Store Manager told us that he would contact us on the Monday at 11am to tell me when the mattresses would be delivered. This phone call did actually happen. Then I get a phone call from Sealy to arrange a delivery date of Saturday 4th March.

So the delivery happens (finally) and the mattress is lovely (although a little warm) and we are sleeping so much better which is why I am giving this review a 3 star but I would not recommend my friends to go to Bensons for the customer service is way below par.