Bensons For Beds - Milton Keynes621 Arvostelua 

Experience was great and got a fab bed. Thank you

Prior to placing the order, I visited your store on three separate occasions to seek advice regarding access to my property, particularly the staircase, and to ask how measurements should be taken to confirm whether a Super King mattress would be suitable. Despite these repeated enquiries, I was not provided with any clear or practical guidance on how to measure the access properly, nor was I advised of any specific risks associated with delivery.
At the time of purchase, I again raised my concerns about staircase access and was advised by your sales staff that there would be no issue and that delivery would be possible. I relied on this professional advice when making my purchase.
On the day of delivery, your delivery team were also unable to confirm in advance whether the mattress could be taken upstairs. It was only through physically testing the item on site that it was determined the Super King mattress and bed frame could not be safely transported up the stairs.
As a result, I was required to change my order to a King size mattress and bed frame. I was disappointed to be informed that a 5% charge would apply for this change.
In addition, as the original mattress was purchased as part of a promotional offer, I have now been informed that in order to obtain the same mattress model in the correct King size, I am required to pay an additional £187. This extra cost arises solely due to the incorrect advice and lack of guidance provided by your staff prior to purchase and delivery.
Given that I made multiple efforts to obtain accurate advice, and that my original purchase decision was based entirely on assurances provided by your staff, I believe this situation constitutes misleading advice and mis-selling under the Consumer Rights Act 2015. In these circumstances, I do not believe it is fair or reasonable for me to incur either the 5% charge or the additional £187 cost.
I therefore respectfully request that:
The 5% charge be fully waived; and
The additional £187 charge be removed, allowing me to obtain the equivalent King size mattress at no extra cost.
The last but not least, I strongly recommend Bensons for Beds to arrange onsite visit and measurement service before the ordering procedure to ensure the fitness on delivery.
The delivery and assemble service is excellent.
Thank you.

Reply from Bensons For Beds

Feb 2, 2026
Hi Siu Fung, thank you for taking the time to share this detailed feedback. We’re really sorry to hear about the difficulties you’ve experienced — this isn’t the level of guidance or support we aim to provide. We’ve requested your order details so we can review what’s happened in more depth and look into your concerns around the charges internally.
Thank you for your patience while we look into this,
Megan at Customer Care

Until now, the response is
NO RESPONSE

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