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★☆☆☆☆

“NEVER EVER AGAIN”

written by tpFowler310 on 19/05/2020

My Mum purchased a pair of Zip and Link mattresses from Bensons for Beds in Congleton, Cheshire on the 18th January. With an additional pillow and some offers 'at the till' she paid £1209.98.
The products were delivered on the 14th February, Mum was delighted with them.
My Mum was admitted to hospital on the 10th March and passed away on the 23rd March. She had slept on the mattresses for 25 nights.
Bensons have a '40 Night Comfort Guarantee'. By my reckoning Mum died on day 39.
I obviously had to deal with Mum's death and arrange a funeral to which only 7 people were able to attend.
I contacted Bensons on the 12th May to discuss a refund and collection of the mattress. I was asked to send them a copy of the Death Certificate, which I did.
I phoned them yesterday to see where things were up to and was bluntly told that as we are 'out of the '40 day period' there was nothing that could be done. I said I was not happy and wanted to escalate this. I was called today by a 'senior manager' who merely reiterated the 'nothing we can do as we are out of the 40 day period' message. When I explained that my Mum had died within the 40 day period, they again only apologised and said there was nothing they would do. I have e mailed their VIP e mail account (they have such a thing!!) asking for a response stating that I feel as though I am being punished for not getting in touch with them on the day my Mum died, as it was day 39 of their guarantee period. I also have asked them what they would have done if I had contacted them on that day.

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