Bensons For Beds - Thurrock561 Avis 

Experience in store was very good, the assistant was juggling 3 or 4 customers at one time and she made this effortless. She had a good knowledge of beds and I never felt pressured into purchasing until I was ready. I purchased the electronic ottoman with mattress & headboard.
My only gripe is I have to pay for a double bed even though I’m purchasing a small double, if you can have set prices for all other sizes then why is a small double the same price as a double? This is very mean of you.

We ordered Alexis Ottoman Upholstered Bed Frame from Lakeside store and got it delivered on time.
Being done lot of assemblies before I chose not to opt for assembly service and was very happy that they offered 5 year frame warrantee.
After assembling the bed, straight away I observed that the gas lift on one side was not opening fully and when opening or closing the base, it was tilted on one side.
Also noticed gradually that the bed was not feeling solid at all and was making lot of noises while being on the bed with slight movement.

Reported the whole experience to their customer care on 5th Oct, who came back promptly asking for videos and photos, I sent them all the information and waited patiently.
They came back with very poor reply and I am pasting it here, and basically blamed it on assembly (because I had not taken that service from them).
Since their reply I am chasing them for more details, but they seems to have closed my case and think they can get away with it.

I will never ever shop with them, and would like to warn everyone making any plans.

Here is their reply,

Thank you for your recent contact in relation to your bed base.

I am so sorry to hear that you are experiencing an issue with your product. I understand this can be frustrating.

The problem you are experiencing with your product does not appear to be due to a manufacturing fault. This is due to the assembly and the way the product has been taken care of, and so we are unable to take your claim forward at this time.

You may be able to make a claim against your household insurance for accidental damage and we would recommend you check your policy documents to see if you are covered.

We would advise disassembling the bed frame and reassembling following the assembly guide.

I am sorry that we have been unable to help with your guarantee claim at this time and I apologise for any inconvenience caused.

If you require any further assistance, please do not hesitate to contact us.

Kind Regards,

Raj took his time to take us through the wide range of beds and mattresses available and gave detailed explanations to our questions.

Very helpful staff who gave us help in which mattrass to purchase

There was a great choice of beds and mattresses. The sales team were professional and very knowledgeable of the products available in store.

Very professional and excellent customer service experience. Was able to help and guide with choosing mattresses

I dealt with two branches, Cambridge and Thurrock. Very helpful staff especially with alterations to my order, thank you very much.

Very happy with the service

Good service, shop employees were very friendly and approachable, also rang up to change a delivery address which was sorted very quickly

Great bed and Excellent customer service from the shop right through to delivery.

Great experience

The sales man was very friendly and professional. Took time to answer the questions. He was very helpful.

The sales associate that attended to me on Friday 7th June 2024, a female of Asian descent was very rude, condescending and utterly unprofessional when I went to make the final payment on my purchases after the initial deposit paid the previous day with another sales associate at the same store.

I only proceeded with the transaction because of the courtesy and respect showed to me by Lateef Idris the associate who served me the previous day who actually went above and beyond the call of duty to provide world class customer service to me.

Her behaviour was beneath that expected of anyone who provides frontline customer service to people who have come to Bensons to spend their hard earned money especially in the face of stiff competition from other providers within same retail complex at Lakeside.

Her dismissive and totally unacceptable behaviour only mellowed when she realised I was paying almost £1800 for two beds without taking the finance option.

Date of experience: 07 June 2024

we were greeted at the door, the lady let us take a look, was not pushy, just said that she was here for any questions. when we had questions she was very knowledgeable. we have had bad backs recently so we needed guidance and ended up with a mattress that was approved by orthopaedic association.

No fuss, no pushy sales person, we knew what we were looking for, found it / bought it. easy transaction - made a nice change not to be jumped on the second you walk through the door.

The service was good nice friendly staff very helpful

No pressure from salesmen a good service

Good experience with bensons beds
Very knowledgeable and helpful