Bensons For Beds - Waterlooville743 Omdömen 

We walked into the Waterlooville branch to be greeted by the sales representative Rachel, she was not pushy, asked our son his type of sleeping position and we were off, she showed us a variety of bases and mattresses, she was extremely knowledgeable about the fillings and support they would provide, then said she would leave us to it but any further questions she would be happy to help. As the pitch was engaging, knowledgeable but not pressured we were given the opportunity to decide what base and mattress we were buying. There was a black Friday deal which helped but also offered interest free credit. Great service with the purchase too.

No pressure, very professional.

If everything else about Bensons for Beds had been as good as the delivery team, then I would be singing their praises from the roof tops. But sadly their post-purchase customer service has been nothing short of appalling - decidedly abysmal in fact - and that is the message I will be spreading far and wide. And I will be spreading that message, even beyond this review. If I didn't have a mortgage to pay I'd be happy to stand outside the store doors and warn customers to beware the incompetant money grabbing fiends, but, alas, I haven't the time.
The first member of staff we met in the Waterlooville store was incredible (I wish I remembered her name) - she deserves a raise. I adored her and would quite happily have let her double the price and pocket the difference. Sadly those two bookends to my Bensons experience are all the positives I have. Everything in the middle was absurd. For starters, despite sending me an email seven days before delivery to confirm delivery in no uncertain terms, it turned out that Bensons are a bit of a tease (the rascals). When the day came and I awaited delivery of my mattress like a very small child on Christmas morning, imagine my disappointment when my mattress did not arrive. It felt just like that time I met Father Christmas in Benidorm and he gave me a Ken Doll in a football strip - I was crushed and disgusted in equal measure. Thinking this odd, I logged on to see if I had missed a notification on my Bensons account, only to find that the delivery date had been changed, without any thought of notifying me. It had been changed to Christmas Day (a little inconvenient I hear you say). Well yes, especially given that put the delivery almost two months beyond the expected date. But it was not Christmas Day this year, oh no, it was Christmas Day 2050. Yes, a quarter of a century from now. I may very well be dead by then.
Of course, mistakes happen, I am indulgent and understanding and surely a quick call to customer services would solve the problem. But no. It would appear that was too much to ask. Bensons could not deliver my mattress for three full weeks. Even when I explained that I had sold my previous bed and mattress, was now left with nothing to sleep on beside the floor, and would not have sold them if they had not confirmed delivery and then changed it without notification. What was their suggestion? That I buy myself a blow up bed. Can you imagine. They did offer to reimburse me up to £50 for delivery, but I would need to pay it first and apply for that later. Disgusting. I sent a complaint that day to the customer services email address. I needed a solution, I had nothing to sleep on. Immediately an auto-response came back to advise that they were very busy (with other complaints no doubt) and would take between seven to ten days to get back to me. Charming. I felt so valued. What do you think - did they get back to me within the alloted time frame? Did they heck. About two weeks later a teeny tiny little email arrived, and all it said was that for Data Protection reasons they could not respond to my email without a truck-load of personal info. Well, I sent that back and, you guessed it, had to wait over tem more days for any sort of reply. What happened then? Another diminutive foetus of an email arrived to say that they had communicated to my partner on the live chat that was it. They wiped their hands of me. They did not even pretend that my complaint had been resolved, just that they had "responded to [my] live chat query". If you'll excuse the pun, they clearly felt that they had put the matter to bed.
Needless to say I replied, and needless to say they still haven't been in touch. I do now have the mattress (finally) and do you know what, it's fine, but it is late, the aggravation has driven me round the bend, and I'm not sure I have ever felt less valued and more disrespected as a customer. And when you think about how much I have spent, how much money they have made from me, I don't think a little bit of decency and some effort to care for their customers is too much to ask. So if you want my advice, save yourself the hassle, and just go to Dreams instead. Bensons are not for Beds; Bensons are for nothing but themselves.

Personable in store experience without any pressure to buy. We were only looking to purchase a headboard and the staff in Waterlooville store were extremely helpful and personable in showing us various material samples. The ordering process was simple and we were provided with the delivery date. Overall a very pleasant buying experience.

This is our second purchase from Bensons Waterlooville this year and have found the whole experience from start to finish to be excellent.

Incredibly inappropriate service in the Waterlooville store, have an open complaint with the CEO currently.

Unfortunately we’ve had a bad experience with Bensons.
We bought a Super-king bed in store, the sales person was helpful and never once explained that if the bed couldn’t fit up our stairs ( which we did mention was our concern) that there would be a 20% fee off the purchase price!
The bed didn’t fit so went back to store yesterday. Very quickly it was pointed out that in the small print t&cs 20% penalty is mentioned ( funny how that is discussed immediately but not when buying!)
We had intended to swap for a king size but still had to pay the 20% penalty so opted for a refund. The process was long and awkward. The manager of the store was very aloof, and there was no ‘customer service’ at all.
We also mentioned our concerns of it not fitting up the stairs when we went in store to pay the balance, again no 20% penalty was told to us.
My thoughts are, if this is the way you are treated in a ( shop local) store, why bother, when I can find what I like online after looking in store then order on Amazon, their return conditions are quite amazing tbh.
We’re feeling very disappointed and are £300 down for nothing!
Can I add that we would have paid an amount for the cancellation as we appreciate that there is delivery and storage expenses ( which we discussed yesterday in store, they couldn’t have cared less) but they just wouldn’t budge on the 20% charge.
Never again will you get a penny from us Bensons!
UPDATE:
After emailing Bensons our complaint, they changed the charge to 10% and refunded the difference
So it’s worth contacting customer services.
Tbh it’s what should have happened in store, rather than the terrible attitude of ‘it’s company policy, we can’t do anything’

Given advice to what we need, compared to what we thought we needed- bit of an eye opener!
Staff were great with my toddler too, and very friendly

Knowledge of beds and friendly and efficient

Staff were very helpful and took us Through the options to find the best mattress. Made the experience a good one and we left with the right mattress for us.

Brilliant customer service. Friendly and efficient staff.

Efficient and friendly staff. Very helpful and knowledgeable about product.

No heavy sell, plausible explanation of choices when asked

I found their product knowledge very helpful and nothing was to much trouble, I was very happy with the whole experience

The knowledge and helpfulness of the sales assistant, Caitlan, welcoming me then left me alone until i asked help

Very helpful, gave us plenty of time to make a choice and didn't try to push us into something we didn't want. Explained the various options and types of base/mattress.

Great service, efficient, friendly, professional.

Great service and a quality product. Really useful buying advice.

Good experience buying a bed in Waterlooville store. Helpful customer service. Still waiting for the bed to arrive as a 4 week wait so can’t comment on delivery as of yet. Fingers crossed all is ok.