Bensons for beds wrong item delivery help

[Titchrules]

Ive never had to seek help on a product matter before.

We purchased a double frame and double mattress from Bensons. Delivery was Thursday just gone.

We are expecting our second child so decided once we had confirmation of delivery date we would move the bedrooms around as our old bed had to come down anyway.

This bed was ruined so no point in keeping it. Thursday arrives. Delivery on time. But... Double frame turns up... With a KINGSIZE mattress. Not what I ordered obviously.

I contacted the HO warehouse that was on my paperwork. To be told yes I'm not at fault, obviously, and they would speak to the 'DC' team? And they would call me back.

I explained I was heavily pregnant with no bed and was therefore advised to sleep on the mattress.

I called again after 4 hours of no response and confirmed I was to sleep on the mattress. Told again I would be contacted.

Having received no call I phoned again this morning to be spoken to in a rude manner by the advisor that I shouldn't be using this mattress.

He said Bensons were looking into my issue as to whether it's a pickers fault or manufacturers fault. I don't see how this stops them delivering my product as they should have done.

I'm currently waiting for a response with what they will be doing and when.

Bare in mind it's now the weekend and no doubt il not be phoned until Monday, what can I do to ensure I get my product ASAP? I fear I'm just going to be given the run around over this which is not acceptable as even though the mattress is comfy it's still on the floor. I don't know how long il cope with not being comfy.

[MARTIN3030]

Welcome to the site.

This is pretty shocking,and not for want of trying have you done your best to try and get some answers.

We have a rep from Bensons who does come here now and again.

Some of the stories have not been too good to read.

Here is a chance for them to redeem themselves and sort it out fast.

I will email them now and see if they can take a look at your thread.

[rebel11]

Also here's their Twitter account:- http://twitter.com/#!/BensonsForBeds

[Titchrules]

Thanks for replying.

Have no idea how twitter works unfortunately.

I have phone numerous times.

Their offices are closed over the weekend.

Now part of me wonders whether we should not phone Monday and actually see of they contact us as they are support to do or to actually re chase them first thing Monday?

[rebel11]

Hi titch

 

Don't bother speaking to them over the phone.

 

Send them a Formal Letter of Complaint, mark it as such. Explain whats happened, how they have let you down and what you want them to do.

 

Send it to:-

Head of Customer Services

escalated.complaints@bensonsbeds.co.uk

 

Here are some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

[Guest bensonsforbeds]

Hi, We are very sorry you have not received the correct size bed frame. If you can please email enquiries@bensonsbeds.co.uk with "ConsumerGroup" as the subject we will look into urgently. Kind Regards, Bensons for Beds

[MARTIN3030]

There you go Titchrules,try this and let us know how you get on.

Maybe would be a good idea to include a link to this thread in your email as well.

[Titchrules]

Thanks for all your helpful responses.

My husband phoned today and was told we would get a new mattress Wednesday. This is yet to be confirmed and I will wait for Wednesday to come. Can't wait to have a bed again!!

[MARTIN3030]

I bet you cant.

Looks promising then.