Bensons For Beds, delivery problems.

[judest]

I placed an order with Benson's For Beds from the Hastings store, 2nd February 2010. I was advised that delivery would be two weeks. On the 13th February delivery confirmation was given by text to my mobile and in a telephone call to my landline. As a result holiday was taken from work and on the morning of the 15th February, the old bed was taken to the council tip. At around 9pm on the 15th February they called to say that the Sealy mattress would now not be delivered (manufacturing problems/supplier problems). however a lack of notice caused more frustration than was necessary - only 11 hours until the delivery window of 16th Feb 8am - 1pm.

 

I emailed Customer Services, I phoned the Hastings branch. I didn't bother to wait on the phone with Customer Services, I looked for reviews on them and since I have found 80 appalling ones on reviewcentre, I figured they are inundated with telephone complaints. I was shocked and wished I'd checked their reputation first and decided cancelling might be the least stress.

 

I received an email from Customer Services advising that they are "not a cancellation company" (quoted from email of 17th Feb 2010). They also said that they have not breached the contract since they are due to reattempt delivery on the 23rd Feb, if it arrives all well and good but to err on the side of caution, my response was to consult Legal Services and from their advise to put the following points to them:

 

In a letter along the lines of

Subject to the Sale of Goods Act, we are now enforcing a 'Time of the Essence' condition to the contract. We were advised at the time of the order that delivery would be two weeks. Delivery was confirmed on the 13th February once by text and once by phone and therefore the old bed was taken to the council tip on morning of the 15th February. We received a phone-call at about 9pm on the 15th February, inadequate notice of cancelling the delivery appointment (8am - 1pm 16th February) and therefore has caused inconvenience, holiday has been taken.

 

If you fail to deliver the order a second time, we will deem that you have breached the terms of the contract, the contract will be terminated as a result. The order will be cancelled as is within our consumer rights, we will expect a full refund of the deposit, the direct debit will be cancelled. Should you fail to deliver on the 23rd February 2010, or the order is found to be unsatisfactory in any way we will engage Trading Standards.

 

Next stop,

Watchdog, MCG A6, Media Centre, Wood Lane, London W12 7TG.

[maroondevo52]

Hello and Welcome,

 

I've started a new thread for you.

 

Regards.

 

Scott.

[loopinlouie]

Had a problem with them a few years ago, simmilar in nature. In the end they couldnt get me the bed in reasonable time and asked if I would accept a display model, I said yes and was given a top of the range divan worth double what I paid. One of those back support ones. But stressful chasing them as had no bed and sleeping on sofa, if they play funny over refund could ask them for better bed they do have instock,might make them move a little quicker. Worth a try as I didnt expect it so maybe they do it in such cases. If not they should give your refund if stick to chasing them xxx

 

Good luck.

Edited February 19, 2010 by loopinlouie

[loopinlouie]

Incidently for future reference just had daughters new bed frame and matress delivered from homebase care of argos lorry. They rang me twice to confirm delivery and this morning automated to say between 0830 and 10am and guess what it arrived at 0745am, hows that for prompt. I know homebase and argos are same company but this bed was 80.00 more ex[ensive on argos site and a fantastic bed with great delivery, nice to post positive for once. Moral is I wont go to big stores anymore, just use whichever is cheaper between argos and hbase. Incidently they have some great deals on matresses at the moment, thinking of replacing mine eventually.

[judest]

The mattress arrived on the rescheduled date a week later so that was good but it wouldn't go up the stairs, another mattress (thinner) was chosen at the store although had to spend same amount as the previous one (Finance contract was drawn up) so ended up making up the difference with duvets, protectors, pillows etc. Mattress arrived on 4th March and did fit up the stairs, hurrah!.

 

I am not sleeping on a mattress on the floor anymore. Bedframe was constructed and mattress fitted. We couldn't fault the delivery guys they were great - both sets.

 

I have seen worrying reviews about the mattress we've now got but time will tell and I it is certainly much better than what we've been used to of late.

[maroondevo52]

Good to hear you've got things sorted

 

Regards.

 

Scott.