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“Terrible Service - Wrong Mattress”

written by MissNot on 01/09/2017

I ordered a £800 mattress (a none odour mattress) last year September 2016. There is a 40 days grace for trialing a mattress, within which period you can change for another mattress for a further 10% charge. I could not test the mattress for the whole 40 days due to the mattress smelling so chemically strong, making me feel ill/sick/headaches. I just about managed a couple of nights as trial. So not being happy. I thought Id change the mattress for another.

I went to Bensons in Solihull only to find I had the wrong mattress delivered - correct label but WRONG mattress...no wonder it smelt so strong. Customer Services said I had to prove this by taking pictures of my mattress ( aswell as the one in the shop) and then to raise my complaint and reorder new correct mattress. So I did.

Bensons lost 2 reordered mattress, I kept receiving delivery calls from Bensons saying they are delivering but no mattress on van, I had to constantly chase for another reorder, Customer Service was terrible and inconsistent replies - I made over 40 calls to Bensons, no one took ownership, no one rang me back...I had to do all the chasing, pathetic/lack of communication within their company between departments and delivery men, I was never allowed to speak to a manager to sort my complaint

4 months later, the 3rd reordered mattress was correct and not lost in the system and then finally delivered. I even got a call from Bensons after delivery saying we have found your lost mattress in the warehouse and when can we deliver - how pathetic.

I raised a complaint to which I only received £125 as compensation through the Ombudsman.

I would never buy from them ever again. They are quick to take your money but disgusting with service. Not that professional are you Bensons!!!