Bensons For Beds - Guildford Avis 

Update (2 January 2026):
Bensons for Beds replied publicly to this review, stating that they had contacted me to discuss this matter. This has not happened. I have received no email, phone call, or follow up since they posted their reply.

This has been one of the most alarming retail experiences I’ve had.

We visited the Guildford branch to view mattresses, where Richard (then the store manager) issued a quote and promised a specific delivery date. That delivery commitment later turned out to be incorrect and was withdrawn after the sale progressed.

When we raised this, we were dealt with by Charlie, who had since taken over as store manager. During a phone call, Charlie told me that we had been missold by Richard and that Richard had since moved to another branch. Charlie then advised that we should “take it up with Richard” at his new location - despite the quote having been issued by the Guildford store and the sale being handled by them.

What I found particularly concerning was that Charlie stated to me that this was not an isolated issue. Hearing a store manager characterise matters this way fundamentally undermined my confidence in how this business is run.

Things deteriorated further when we exercised our statutory right to cancel. Despite the sale being concluded later via email, with payment made online, the store repeatedly attempted to reclassify the transaction as an “in store sale” purely because we had viewed the mattress in person. This position was maintained even after being shown Bensons’ own documentation confirming that no in store order existed.

The overall experience left me with the clear impression of:
• Sales commitments being made and then disowned
• Managers shifting responsibility between branches
• Basic consumer law being misstated
• A complete lack of accountability or escalation

This does not feel like a one off error. It feels like a systemic failure of training, compliance, and management oversight.

If you are considering Bensons for Beds, my advice would be - do not rely on verbal assurances, get everything in writing, and be prepared to dedicate time to enforcing your legal rights if something goes wrong.

I would not return, and I would strongly caution others before purchasing here.

Good customer service at store. No problems with delivery. Whole thing went very smoothly .

Excellent experience all round - from walking in the shop to just have a look, to delivery three weeks later - could not be happier!

Excellent service and very helpful member of staff, Richard.

Very helpful and not too confusing with technicalities.

Charlie and Richard were both very knowledgable, patient and kind. I went in on Wednesday to browse but was presented with both affordable mattresses and less affordable that became affordable through the refurbished scheme. I wasn’t expecting to purchase before Christmas but having had a bad nights sleep that evening, I woke up Thursday and headed straight back to buy a refurbished mattress from the higher price point ones. This scheme is a game changer for those on a smaller budget.
Again, Charlie and Richard were amazing, very knowledgable and did not pressure me into anything just did help me find and purchase what I wanted. Would highly recommend and will be back in the new year to purchase a new divan base and headboard.

We had very good customer service. There was no pressure to make a commitment although we were told about special offers ( which we took up). We were directed to beds that would meet our needs and left to try them out. Everything was clearly explained in a pleasant manner.

Fantastic customer service. Love the way we can try before we buy!

The sales person was very knowledgeable.
He listen to my needs and made really usefull suggestions.
He took his time to show us every combination.

The gentleman who assisted me choose my bed, finally, was very patient & helpful.

great in store and on delivery, on time and good client service too, kept up to date with messages

Daron at your Guildford store was polite, knowledgeable and helpful. My husband and I both commented as we left the store on the amazing customer service. Big shout out to Daron.

We visited the store hoping to try out a few different options, but not expecting to be able to afford anything owing to a tight budget. Richard helpfully showed us the clearance stock and informed us about the refurbished program offered. He was polite and friendly throughout, and did not pressure us into looking at beds outside of our initial budget. Very happy overall and will likely return next time we need a mattress.