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“I CANNOT RECOMMEND BUYING ONLINE ONLY”

written by on 14/10/2017

BE WARNED GO TO YOUR LOCAL STORE - DO NOT BUY ONLINE!!

1 star only for Bensons for Beds Online ordering, but 5 STARS for Northwich Branch who stepped in and completely turned the experience around!!

A word of warning, do NOT order from the website. If there is any problem they will not be able to help you as the customer service staff have absolutely no decision making powers. I spoke to one woman who was really rude to me, then another who was lovely and tried to help but couldn't as she had no powers.

Fortunately for me, in the process of trying to find a bed to exchange under the 40 night sleep guarantee, my local branch did not have the bed I wanted - the closest store was Northwich. What a different experience from the one I received in my local store.

Here is a rundown of my experience:

I had originally gone to my local store, clearly been judged as a "tyre kicker"!! The guy I spoke to gave very little advice, even when I said that I slept on my stomach most of the time and that I had a bad back in my existing bed, he didn't point out that I would probably need a firmer bed. I was not told about the sleep station even at this point, I didn't know it existed until I saw an ad on the TV - and they did have it in the store!

I found one that felt really comfortable in the shop - the Heirloom with no 3 softness (which apparently is not ideal for my back) I upgraded to 4 drawers and got a great deal of 20% off but I would have to order that day. It was too much of a rush for me to decide as it was the first shop I had been to. So I looked around, decide that I really did like it and phoned the shop, about 40 minutes before they closed. The salesman had gone and I was told that they had cashed up so I couldn't place my order!!! (Quite amazing to turn away a sale on one of your more expensive beds I think) So this is how I came to order online that night.

So, after a few nights my back was not any better, they natural fibres in the topper pad were making me boil in the night (I never normally get hot) and the bed was clearly too soft for me, I now had a pain in the middle of my back as well as the lumbar region - nightmare!

I called up about the 40 night guarantee and told that it would cost £160 plus carriage to change the bed and that I would have to pay that out first to release my credit to choose a new bed. The 20% sale was not on anymore so my bed with the firmer mattress was now well out of my price range.

There was really nothing for the same price, I was going to have to choose a bed that was quite a bit cheaper than the credit I had as I really didn't want to fork out more. Disappointed was an understatement!! I really regretted not going to a different seller at this point - so many nowadays offer a free exchange without penalty. I had been stop stupid to rush into the sale!!

This is where my luck turned around! I visited the Northwich store to see a bed that was online but nowhere near me locally. The manager talked me through how he could help me and the other staff helped me to choose, fortunately over a weekend where there were more discounts, plus there just happened to be a really good discount on the bed I liked. They did an amazing job and I came away having ordered a really good quality bed.

I have been sleeping in the new bed - a Slumberland Relax for about a month now and it is the most comfortable bed I have ever slept in!! What a difference.

So thank you to the team at Northwich, you really did make all the difference! Because of you I would definitely buy at Bensons for Beds again. They were so thorough and went through all the different types of beds, asked me all the right questions, found our about the problems I had sleeping on my existing bed - a faultless service.