Bensons for Beds review: Bed quality

Formal Complaint – Faulty and Unusable Bed | Finance Agreement 19365046

Dear Bensons for Beds Directorship,

I am writing to make a formal complaint regarding the bed I purchased from you using finance agreement number 19365046, in mid 2024.

Considering how much the bed cost, I am extremely angry and disappointed by both its quality and the way my original complaint was handled.

The bed first developed faults within a few weeks of purchase. The sides began coming apart because the bolts had pulled out of the pre-drilled holes. When I contacted you, I was told that we must have assembled it incorrectly and that Bensons would therefore do nothing to help.
I strongly disputed that explanation then, and I still do now. The assembly involved fitting a small number of bolts or screws into holes that had already been drilled by the manufacturer.

It was neither complicated nor reasonably possible to assemble those particular sections incorrectly. Blaming us without properly investigating the quality of the bed or its components was completely unacceptable.
Because Bensons refused to help, we were forced to purchase retrofit parts and eventually construct an additional wooden frame inside the bed simply to keep it stable and usable.

Customers should not have to reinforce an expensive bed themselves because its original structure is falling apart.

Unfortunately, the failures have continued:
• The original fixings pulled out of the pre-drilled holes.
• The sides of the bed began coming apart.
• The centre support bracket subsequently failed.
• The fixings and bracket for the under-bed storage mechanism have now pulled out.
• When we lift the storage base, it becomes trapped beneath the frame or pushes against the side of the bed and pulls it apart.

The bed is now approximately two and a half years old and is effectively unusable. We are also concerned that continuing to sleep on or operate it could cause further damage or potentially lead to somebody being injured.

This is not reasonable wear and tear. It is a pattern of repeated structural failures affecting several different parts of the bed. This strongly suggests that the product was not sufficiently robust, durable or of the quality anyone would reasonably expect from a bed at this price.

I operate a reputable and ethical company and have built a strong
professional network and reach on LinkedIn through honesty and integrity.

I mention this because I do not want my complaint dismissed as somebody simply trying to obtain something for free. That is absolutely not what this is about. I paid a significant amount for this bed and would have been perfectly happy had it been fit for purpose and lasted for a
reasonable period. I am complaining because the bed has repeatedly failed, now to the point all elements have failed, and I do not feel that my concerns have been taken seriously.

I am asking Bensons to provide one of the following resolutions:
• A full refund; or
• A complete replacement bed of suitable quality, provided and professionally assembled at no additional cost.

Please do not simply repeat the original claim that the bed was assembled incorrectly. If Bensons continues to rely on that position, I require a clear written explanation of the evidence supporting it, particularly given that several separate structural components have now failed.

I would like Bensons to accept responsibility and resolve this directly and promptly.

Please acknowledge this as a formal complaint and provide your proposed resolution within 14 days. If the matter is not resolved satisfactorily, I will have no other option but to pursue legal action.

I look forward to receiving your response.

Many thanks,
Adam Paine
Adam Paine
Date: Thursday 17th September
Finance agreement: 19365046
Address: Caldecote Cottage, Abbotsley, St Neots, PE19 6XQ
Telephone: [protected]
Email: [protected]@gmail.com | [protected]@evolutionsalesrecruitment.co.uk
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ADDENDUM
This is the feedback I left on Google Reviews, to give you a “less structured” overview;
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 2 months ago
Absolutely shocking customer service. Bought a £2000 TV bed (£3000 before the sale). It was
so poorly built. That the sides had no centre support (ie, feet) so it sat warped with the weight
of the bed frame (without us on it). This then meant that there was pressure from the weight of
us (combined 25 stone so not heavy at all), and this pressure after a very short time (I'm talking
weeks) meant it ripped the bolts/screws from the head and footboard on one side.
Complained to HQ who said they would get an engineer out to replace for us. Only to then get a
call from Bensons saying it was user error and we must've built it wrong. There are only about
12 bolts in total and the metal connectors were already screwed in place! They were rude and
still blaming us, even though it wasn't us. I then ordered some new brackets and installed
them whilst going through this whole mess, and when they finally came back to me they said
they didn't need to do anything as I'd fixed it. YES I DID BUT... it shouldn't have happened. We
shouldn't have had to fix it. There are still huge holes where the original bolts were. The
structure integrity has been compromised and we've now had to add a timber frame to it to
support where it was weak. I would NEVER EVER EVER EVER buy from Bensons again. They are
crooks. They take your cash then don't care once you've left the store! 0/5. Please dont buy
from them.

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