Bensons For Beds - Thurrock561 Reviews 

The whole experience has been shambolic. They delayed our delivery by a month unilaterally by giving away our booked items, held us hostage for a month more by saying they will not provide a full refund despite the delay being on their part. Then finally delivered a faulty product and are again holding us hostage by not even confirming a new date for when the technician would arrive to fix it. No communication from them, customer care unhelpful - we are having to chase them for updates. Its the lowest form of customer service I have ever experienced. There is no way we will ever buy anything from Bensons for Beds and will actively discourage others from doing so.

Update - the technician they sent refused to attend and lied about not having parking space. now the company is re-arranging the technician visit for another 10 days later. This is now beyond a joke in terms of customer service.

We spent £1,500 on a mattress from Benson for Beds, expecting quality and comfort. Instead, we’ve been given a mattress that was delivered with a dip in the middle – making it worse than the one we replaced.

An inspector came out and confirmed a 2.5cm dip – just shy of their 3cm threshold to trigger a replacement. Apparently, this means a brand-new mattress with a visible and felt dip is considered “acceptable”. Frankly, that’s appalling.

The lack of care or empathy from the customer care team has been beyond disappointing. Communication has been poor, we’ve had to chase for updates, and their guidance has been inconsistent and unclear. We were told we could use the 40-night comfort guarantee (but pay 10% for this option) but now they claim it’s no longer valid – leaving us with no options but to either wait until the dip gets worse (so much for quality).

We have never had such terrible nights’ sleep until this excuse of a mattress arrived. It’s both physically uncomfortable and incredibly upsetting, especially given the price.

After just six months of trying to get a replacement to no avail, we’re now facing the prospect of sending a £1,500 faulty mattress to the tip and buying another one elsewhere. It’s disheartening, expensive, and completely unacceptable.

The staff at the Thurrock store have been kind and supportive, and even they’re shocked by how badly head office has handled this – but sadly, they’re unable to intervene.

We sincerely hope that someone at Bensons with some common sense and authority reads this and steps in to help resolve this situation. Because right now, we feel completely let down, ignored, and left with a costly mistake.

Avoid buying a mattress from Benson for Beds. If you have a problem, don’t expect any meaningful help or resolution. We deeply regret this purchase.

We recently brought a new bed and mattress from here with the help from Jodie, she was very helpful and friendly. Would definitely recommend buying a bed from here.

Excellent customer service from Asha,
UnitD1a Lakeside RetailPark Thurrock
She explained everything to us.
Thank you amazing service.

Can only give a couple of stars, and this is for the customer service in the shop when purchasing the bed. Because, after waiting since 16/2/25' since ordering the bed, I still don't have it yet. It should have been delivered in May, but due to a delay in Malaysia where the bed comes from, it was put back until mid/end of June, so still waiting. The annoying part of this though, was the fact that no-one contacted me to inform me the bed was delayed and wasn't coming. I checked on the bensons portal/link to see if it was coming just two weeks before the delivery date and found it was delayed for a further 6 weeks. I had no word from customer service. It was a complete inconvenience as I had to delay the mattresses and as I had the bedroom decorated, I had to postpone carpets etc. So, with only 3 weeks now to go, I hope it doesn't get delayed again. I suffer with Arthritis and need an adjustable bed, I wish I had paid more and got one from a proper company.

The sales rep Jodie was very helpful pleasant and professional. We found her to be very knowledgeable and we felt very much at ease with making our final decision on buying beds and mattresses

Went looking for a new pillow and the clever sales team had the pillows demo on matching mattress! Not pressured by sales team, Asha was very friendly with good product knowledge. Easy to test products. Ended up buying the bed (with free pillows)!!

The shop assistant was very helpful, knowledgeable and friendly. He gave us exceptional information but also the space to make our decision.

Staff were very helpful and knowledgeable

The staff that attended to us was very pleasant, polite, he explained everything to us thoroughly so we were able to make informed decisions. Even when we changed our minds few days after about our choice, he was there to go through in details.
Thank you Christopher for listening to our needs and helping us to make the best decision.

Lee was very helpful. And very patient with us because we couldn’t decide he has very good customer relationship

Brilliant experience in the Lakeside Store. Lateef was really helpful and very personable. The transaction went really smoothly and we can't wait to get out new matress.

The lady that helped us choose our wardrobe was very helpful

Perfect Mattress, good price. Delivered at stated time

Unfortunately the delivery team were unable to place the order up the stairs to the room of choice due to the Tempur mattress being frozen. The mattress was left in the hall to warm. As myself and my wife are both in our seventies we did not feel able to move the mattress. We had to wait for family members to visit in the evening to move the mattress for us. It was not a pleasant experience for us.

The store was well laid out. Friendly staff. Jodie the sales consultant was very helpful and professional.

From walking into the store to taking delivery of our bed the service was exemplary.

Polite and easy service