Bensons for Beds New Malden Burlington Road, New Malden KT3 4RP

"Very friendly and made every effort to get the super king size mattress up the stairs which they did. I couldn’t have asked for me. A great service."

"As soon as we walked in we were greeted by Monica and shown to the "test" bed (sleep pro) with all of the different firmness and comfort options. This really was a great addition to the store as otherwise we wouldn't really have known where to start. Monica made the process so easy and actually fun!"

"Purchase of mattress at New Malden branch. Very good service (Monika) all my options were explained in terms of the product, guarantees, delivery, etc, I was allowed to take my time and did not feel pressurised. It was a pleasant shopping experience"

"SALES EXPERIENCE: I went to the New Malden store at the weekend and received excellent service. The staff showed me several different beds in the style that I was after (wooden frame with a wooden headboard) and he discussed the differences between them with me. He also helped me choose a mattress and explore the different price points, I went for a mid-range, pocket-sprung, firm mattress in the end. Where the staff member went above and beyond was on showing me a style of bed frame that met my needs, but was not yet constructed in the showroom. The staff member used his tablet to show me the style of bed he thought would match my requirements (the Ezra bed frame) but it was not yet constructed in the store. So he took me out back to the warehouse bit where he showed me the bed still in its box which was enough for me to understand the style and finish of the product. Overall the service was great at the New Malden store. Attentive and interested, clearly listening to my requirements. I felt under a bit of time pressure because the Sale that was on ended soon but because I visited the previous Sunday I had enough time to sleep on my purchasing decision so that was OK. DELIVERY EXPERIENCE: My main gripe (and where my review drops a star) is that I had to wait at home for two days for two separate deliveries. A bedside table was not available for my first delivery so I got the bed and one bedside table. However, I had to wait for the second bedside table, taking another day working from home, to wait for the second bedside table. When it came to the bed and mattress delivery, it was flawless. I live in a 3rd story flat with no lift and the two delivery people were heroes, getting the bed and mattress up to my flat up the narrow staircase. The bed and mattress arrived in perfect condition and I am very pleased with them and have enjoyed several excellent nights of sleep. When both bedside tables finally arrived I was very pleased with them."

"You delivered a bed to us after a MONTH'S delay that was incorrectly manufactured, giving us no way to assemble it. While your employees at the New Malden branch were very helpful it absolutely baffles me that there is clearly such a lack of quality control at Bensons. Even after a month's delay this product left the factory faulty. We have been told we will receive a new piece in 7-10 business days (which is a timeframe I don't for an instant think you'll be able to stick to), but in all honesty when you buy a new bed you want to assemble it ONCE and not have to worry about it until you absolutely have to disassemble it again. The bed we received we have now part assembled and disassembled, and will have to reassemble it again once the new piece arrives. At this point the bed is already second hand before the time we've even had the chance to use it. Be assured that I will be writing to the Bensons CEO and head of customer care about this experience and we will be seeking considerate compensation, both for the time we've wasted both waiting for the delayed bed in the first place, and then part assembling and disassembling due to the bed being faulty. As mentioned this bed is no longer new given the stress it will have undergone during this whole process. We will fully expect assembly to be included upon delivery of the new piece and I will warn all friends and family against using Bensons in the future. We ordered a mattress from Dreams which arrived exactly on time with no hassle at all. Next time we will be sure to use them instead. We are extremely disappointed and as I said, will be seeking considerable compensation for this utterly terrible experience."