We purchased a faulty mattress from Bensons for Beds and are still awaiting a resolution two months on. The customer services are shockingly rude, you have to wait nearly an hour to get through and then if they do not want to deal with the complaint you get intentionally cut off. Emails are read and deleted and no repsonse is ever received (put read receipts on messages)
The storespeople agree that the product is faulty but you are unable to return the mattress to the store as they will not accept it.
The head of customer services took weeks to repsond and was unhelpful, clearly having not even taken to time to review the nature of the complaint.
I have lodged my own complaint now with my credit card company and also with BBC Watchdog.
If you are unlucky enough to have already purchased from Bensons do not give up as this behaviour from a high street chain is unacceptable.
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