Bensons Bed Shop > Reviews (60)

We bought a Relyon bed worth £1500 from Bensons in Hounslow. A year and 4 months after it had been delivered the mattress began to collapse on one side. On investigation it was very damp. Lifting the mattress we found mould riddled throughout the bed. This was a common complaint from other customers and one that Bensons were previously aware of but I believe we may be the only customers who got a refund without going to the courts.

Because we bought on finance, we got a refund. It took a while, but the companies concerned were fantastic. However, we were left with an enormous mouldy bed.

So, we threatened to deliver the superking mouldy bed back to Bensons store in person - complete with a National Press photographer and an invitation to Watchdog to come along for the laughs (seriously) - we not only got the refund in full but the bed was collected and disposed of by Bensons.

If you must buy from this truly awful company please take my advice:

Only buy on credit. When you report a fault to Bensons they will pretend to want to help but will ignore you, a regulated finance company won't be able to do that.

Never bother with phoning. You will queue for 15 minutes every time you dial and speak to a customer service person who appears to want to help and then do nothing. EVER. Six or seven representatives all seemed lovely but none of them did anything they said they'd do and whenever a call back was promised it never came.

Don't even try to speak to a manager. You're wasting valuable breath asking.

Always seek legal advice from Consumer Direct (Trading Standards advice line) and only ever put your complaint in writing with their guidance about what to write.

Search google for similar faults and if you find some print them off should you have to prove you are not in the minority to the finance company.

Eventually, with the will to live seeping out of you, and over the very long time it will take for you to get anywhere, you may receive a refund for a bed which you were entitled to ask for because the bed was not fit for purpose as determined by the law.

Hope this helps. Sorry if anyone out there is going through what we did. Bensons are a miserable bunch to deal with and you need great perseverence to get your money back. We'd spent far too much on this bed, getting carried away in the show room and thinking it was a good investment. We spent about £400 on the next bed which is more comfortable as well!