What a nightmare! (Benson's for Beds)

Member Name: nickwock

Product:	Benson's for Beds
Date:	12/08/08 (183 review reads)
Rating:

Advantages: Reasonable prices, lovely beds

Disadvantages: Very, very poor sales technique & customer service

This review is mainly based on the Bensons Beds in Gloucester, which is a concession in Debenhams, Kings Square.

For about the last five months I have had my eye on a gorgeous chocolate leather bed in Bensons Beds. Many times I have purposely headed out of my way into the homewares floor just to gawp at it, but as my husband dutifully reminded me, it wasn't cheap at £499 and there is nothing wrong with the bed we have. I was also slightly put off from Bensons due to my mums bad experience with them three years previously. The bed she ordered included free duvet, pillows and linen which sounded like a good deal as they were upgrading my brothers bed from a single to a double. Delivery cost extra, £30, and after three weeks, no-one had been in contact about delivery. Numerous phone calls and visits to the store resulted in the bed finally being delivered nearly five weeks after payment. Only to find the mattress was a kingsize not a double. Three days later the correct mattress arrived - without the duvet & linens!

Any way, I should have been warned, but just after christmas I noticed the bed of my dreams had been reduced by £100. We had also decided to convert our attic into an extra bedroom so I quickly convinced my husband that we needed this bed, it was fate!

As there didn't seem to be anyone on duty, we asked a Debenhams assistant if she could help us. She thought the Bensons salesman had probably gone on a break and very helpfully went to try and find him. Ten minutes later she returned, she couldn't find him but asked us to wait. Twenty minutes later and with a very bored four year old wanting to play on the beds we asked her to take our telephone number and ask him to ring us.

When he did call us that evening, he told us he didn't really know what was going on with the bed as they couldn't sell it until the new stock had arrived. I found this response a little strange, why advertise it at a reduced price and refuse to sell it? Never mind, a week later we tried again, I was getting worried that the bed would be sold to someone else. After waiting around for the salesman again and sending another assistant to find him, he finally agreed to put a reserved sign on the bed and he promised to call when he could take it off shop floor. A fortnight later, we still had not heard from him so we rang again. Now we were told that the bed had a rip in the bottom panel and they had been waiting for a replacement, but as it was being discontinued they couldn't get the part. I was annoyed that we hadn't been kept informed and asked if he could order another bed, but because it had been discontinued he couldn't. Getting slighty frustrated with his lack of enthusiasm I then asked if he could find out if it was still avaliable in another store. He informed me that his area manager would be in to see him in the next couple of days, he should know and they would contact me to keep me up to date.

I suppose you can guess the outcome. Over four weeks later and still no contact from anyone at Bensons Beds. Okay, we have never actually parted with any cash, but we wanted to! Surely any sales person worth their salt would have at least tried to secure a sale, even if was on a different bed?

We have done a little bit of searching since, and I have to admit that Bensons have a good range of beds & mattresses and their prices are very reasonable, they actually state on the website that prices are guaranteed to be the lowest. (I presume on the same style bed.) They also offer 0% finance for 12 months when spending over £200 and delivery is charged at £30, but only avaliable Monday - Friday.

The webiste looks professional and is very helpful. As well as all the beds, accessories and furniture being listed on the left under clearly titled catagories, there is also a title bar with a store locator, bed specifications, list of brands, frequently asked questions, and an 'about us' (which states they have over 50 years heritage, over 220 outlets and are very proud of their hard earned reputation for the best choice, highest quality, best services and lowest prices. I will be leaving a message on their 'contact us' suggesting they ask the Gloucester store to read through the above statement.

After this experience I definitely will never buy anything from Bensons Beds in Gloucester, I refuse to help their sales! However, I would consider purchasing from the internet site.

The website is www.bensonsforbeds.co.uk

Please note, I have rated this two stars instead of one as I didn't feel it fair to tarnish all Bensons Stores just because of my experience with Gloucester.

Summary: Poor service from large bed retailers