Bensons For Beds - Solihull Avis 

Very informative salesman in the showroom- no pressure - allowed to take our time👍. Delivered in time and the delivery men were very courteous and helpful

Staff were extremely patient, understanding and accommodating. Big shout out to Catherine for all of your help.

Chris was absolutely lovely and let us take our time to try out everything in the store, he gave his very honest recommendations and didn't make us feel pressured into purchasing anything, we were only planning to browse that day but after the service we received decided to make a same day purchase.

I am sharing my experience with Bensons for Beds as a returning customer who previously had positive experiences with the company and therefore purchased from them again with confidence.

I purchased a Sealy Orwell Posturepedic Super King mattress for £2,271.99 from a Bensons for Beds store.

At the point of sale, nobody explained to me that this particular mattress could require special handling to get it upstairs or that I might be asked to sign a mattress manipulation waiver affecting warranty/liability.

When the delivery team arrived, they assessed the access and asked me to sign a mattress manipulation waiver before attempting to take the mattress upstairs. This was the first time I became aware of such a waiver. As this had never been disclosed to me before purchase, I was not comfortable signing it.

The mattress was therefore taken away by the delivery team. It was never unpacked or used and remained in the same condition as when it left their warehouse.

I initially tried to resolve this through the store and Customer Services and eventually escalated my complaint to the CEO’s office and Executive Complaints Team.

During that process, Bensons confirmed in writing that the mattress manipulation waiver is not a document provided at the point of sale and is only used if mattress manipulation becomes necessary.

Despite this, Bensons would not provide a full refund. I was initially facing a 20% cancellation charge, which was eventually reduced to 10%. This meant losing £227.20 on a mattress that had never been unpacked or used.

Bensons eventually issued a final response and referred me to the Furniture & Home Improvement Ombudsman. I made enquiries about pursuing this route and understood that the process could take up to 90 days. I needed to buy another mattress and could not realistically leave more than £2,000 tied up while waiting for the dispute process, so I reluctantly accepted the 10% deduction.

To be clear, accepting the £227.20 deduction was a practical decision so that I could receive my money back and purchase another mattress. It should not be interpreted as me agreeing that the charge was fair.

Unfortunately, even getting the agreed refund processed involved further confusion. I was told I would receive a call within 1–2 hours to process it, but the call did not arrive. I then received another email asking me to arrange a delivery under a different order number, despite cancelling my mattress. Bensons subsequently confirmed that this email had been sent in error while the store was completing the cancellation administration.

The refund of £2,044.79 has now been received, so financially the matter is closed.

What disappoints me most is that I was a returning customer. I trusted Bensons for Beds based on my previous positive experiences and purchased from them again without hesitation. Unfortunately, this experience has left me feeling that Bensons for Beds is no longer the company I previously knew and trusted. I have learned a very expensive lesson at a cost of £227.20.

I will not purchase from Bensons for Beds again, and based on my experience I could not recommend them to my family or friends.

My advice to anyone purchasing a large mattress, particularly a Super King for an upstairs bedroom, is to ask specifically before paying whether the mattress can be manipulated on stairs, whether doing so affects the guarantee, whether you will be asked to sign a waiver, and exactly what charges apply if the delivery team decides it cannot be delivered without that waiver.

Sales staff were very helpful and professional. Delivery was on time with no issues.

Olivia was so great and patient with me, she tracked a bed I wanted, and then as I discussed my child, she advised me of another small double, bed that I was not aware of that was more practical so yes, excellent experience
Olivia also told me about the discount which I wasn't aware of.
Thank you Olivia (Solihull branch)

Great Experience And Knowledge In Store.

Great,Had what I needed

Staff are very knowledgeable, even the trainee we saw on our previous visit, they are not pushy as in some bed retailers, but they pointed out discounts and all the options. Very happy with the service.

Excellent service very friendly sales woman.

Very nice lady helped us she explained about the type of bed would suit us nothing was to much trouble

Olivia was most helpful in assisting me to make a purchase of a new mattress. She was very knowledgeable and enabled me to make a good choice of mattress which met my needs. I felt comfortable to try the mattress, with a pillow and was really happy with my choice. I would highly recommend Bensons for their care and expertise.

Man who served us was very friendly and helpful. Nothing was too much trouble.

Catherine was very helpful and efficient from the start. She showed us exactly what we wanted and made the buying experience very easy.

Our salesperson Catherine was friendly gave knowledgeable assistance and was helpful without being pushy.

Ordered a £3000 bed in January waited until march for it to arrive , 3 days later the frame broke causing the bed to sag in the middle, after waiting for a technician to come out and prove I wasn’t lying they ordered a replacement, that arrived this week in July , that had damaged and marks on every part and even different colours, so now I’m waiting till August for my 3rd bed , so would I recommend this company I’m afraid it’s a resounding NO , customer service is all but non existent they guy in the shop was of no help whatsoever. No form of apology or compensation was offered

We visited Benson for Beds at Solihull Retail Park and the service and attention to detail was fantastic. We felt truly looked after by Liz who took the time to show us the different products and options available. We went in a little luke warm initially, but by the time we left, we knew exactly what frame, mattress and options we wanted. Thank you for your time and expertise today.

Great cust serv at Solihull retail park branch from Gillian the manager and hood helpful friendly staff too Gillian very very helpful and informative regarding products

I have found this company to be nothing less than 5*** from being in the shop with very helpful not pushy staff so friendly and helpful give you plenty of time to try beds out .If you place an order you receive full information and updates. Delivery was perfect again the guys was polite friendly and very helpful, thanks Ian and Paul fantastic.