Bensons for Beds i Oxford

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  Kay Kühne

  :: 31 January 2018 12:28:40

  The first impression was good, the trouble started when we were trying to exchange a mattress... 1. The 40 day guarantee is actually not a guarantee but a service. If you exchange the mattress you pay 10% of the original purchase price. This was not made clear to us at the beginning, so a bad surprise once we decided we needed to change the mattress. 2. When we wanted to change, this couldn't be done in the store. We had to call in to customer service, and wait on hold for 30 minutes (call back was only offered on the first call). 3. When we got to talk to a representative, we were told that we had to spend the full 40 nights on the mattress, before being able to exchange it. Why, I am wondering? 4. After insisting they started the process for an exchange. But before it could happen, we had to take a picture of the mattress. Before that, we were told by two different people (store manager, customer service agent) that the mattress would be destroyed (thus the 10% charge for exchange). Why then have us take photos? We didn't receive an answer. 5. We sent photos and didn't hear back for two days which was promised to us in the first call. So I called in again. I then received a code number with which I needed to call the store to get the exchange mattress. Overall a process that took a few days and was quite annoying. UPDATE: The delivery guy of the second bed told us, that they will resell the first mattress. Pretty fishy..