We’re here to help you get the best out of your new mattress, bed, sofa bed, wardrobe, and any other item of bedroom furniture - even after you receive your purchases from Bensons for Beds.
Part of our service is to help you with any problems you may have when receiving or using your purchase.
We’ve collected some of the most popular queries our Customer Services team addresses regularly and provided solutions to them in our helpful troubleshooting guide.
Buying a mattress isn’t always as simple as it seems. You may have bought a mattress that has the same comfort rating as your old one only to find the new mattress doesn’t feel the same as your old mattress.
Depending on the age of your old mattress, it could be that it now feels like a soft mattress when you initially bought it as a medium mattress. This could lead you to buy the same comfort rating as your old mattress, despite its support changing over time.
Alternatively, you may find that your new mattress is a lot firmer than you expected. It can take time to get used to a new mattress and a firmer mattress may be offering support to areas of your body that weren’t receiving it before.
The type of bed base you have can affect the feeling of your new mattress. For example, if you’ve switched from a bed frame to a divan, you may feel an initial difference.
This different feeling of support may be unfamiliar at first, but it could merely be a matter of getting used to this new, supportive mattress.
If you tried a mattress in store, it’s important to note that the display model may have softened with use over time.
However, one of the best ways to ensure you get the right mattress for your needs is to use our sleeppro® guide. This helpful guide shows how sleeppro® is used in store and is brimming with top tips to use when buying a mattress online.
Many new mattresses have a distinctive aroma. This smell will disappear over time. The more you can air the mattress, the quicker the aroma will go.
It’s perfectly normal for the filling layers of your mattress to compress over time. This is due to the weight of the sleeper or sleepers pushing any air out of the mattress.
The only way a mattress wouldn’t experience any compression whatsoever is if it was made of something completely uncomfortable, like wood or concrete.
You can however ensure that the compression process happens evenly across the mattress by rotating it regularly.
There can be many reasons why your bed is being noisy.
If you can’t determine the reason for the creakiness on first look, consider:
Have you dropped your bed while moving it or been using it to stand on for tasks such as changing the lightbulb? If so, you could have unwittingly knocked the bed frame out of shape, causing the bed to squeak.
Although you may be convinced that it’s your bed being annoyingly creaky, it could actually be your flooring. If you’ve moved your bed or use it to stand on (which is highly inadvisable!) you could have caused your floorboards to become damaged by localised weight in a certain area of your floor. The floor boards could have become unlevel or loose.
Weight shouldn’t be placed on the bed base until the mattress is placed on top of it. Lying on the bed without using a mattress on top can damage the top of the base. Damage can also occur when the base is being carried, when you are constructing or positioning it in your home, or when rotating the mattress.
Should one or more of your divan bases drawers become stuck, there are some steps you can take that can help to resolve this problem:
If you can’t open the drawer:
If the drawers often become jammed:
If you find that your ottoman has become misaligned, it may have occurred when the lid has suffered an impact. This can cause the lid to slide from one side to another. In many cases, we have found that this problem can be resolved by adjusting the brackets or actions with a flat-head screwdriver.
When the runners on the sides of your draws come off the rails inside the drawer frame, the drawers can become stuck. Resists the urge to use a heavy handed approach, and avoid forcing the drawer back out as this can damage the runners and even cause them to come away completely. You may be able to gently ease the drawer out to place it back onto the tracks once more.
To avoid this situation, be careful when handling your bedroom furniture. Drawers that are dropped onto the floor rather than placed, or drawers that suffer from knocks can result in damaged runners.
It can be extremely annoying to find that slider doors aren’t remaining in place and come off their tracks. You’ll find sliding doors on some of our sliding door wardrobes and also on many of our mirrored wardrobes.
One of the main reasons for slider doors coming off their tracks is that the sliding door wardrobe isn’t level. This causes the doors to lean forward or the unit to twist which can create an uneven guide for the runner and glide.
However, you can help prevent this from happening by:
This is not only important to avoid slider doors coming off their tracks, but also to secure the entire unit so it is safe.
When items are placed on carpets and carpets with underlay they can compress the area on which they are placed. Over time this can cause the item to shift from its original position which, in turn, can affect the alignment of the slider doors in their tracks.
Gripper rods are often used to secure carpets and underlay to the floor. These gripper rods are usually found approximately 2cm from the edge of the room and are 3cm wide. If you place your sliding door wardrobe on top of gripper rods, this causes it to tilt forward and the doors to move outwards.
It’s important to keep your unit on a level surface, not only to prevent slider doors from coming off their tracks, but also to reduce stress on the joints of your furniture. A level surface can also help to stop the unit twisting and damage being caused.
To avoid getting to the end of the construction process only to discover some parts are missing, check the parts before you begin.
When you receive your product do the following:
1.Look out for stickers on bed bases telling you where you can find some parts
2.To order part replacements, complete our online Spare Parts Order Form.
Parts may be found inside drawers in bases.
Instructions on how to assemble your bed, or any other Bensons for Beds product are included with any product that requires self-assembly. It is important that you read these instructions thoroughly before attempting to construct your new bed or piece of bedroom furniture.
Never attempt to carry out assembly by yourself - a minimum of two people is required to assemble most of our products.
Make sure all parts are present before you begin assembly. You can do this by comparing the components with the list included in your assembly instructions.
Often, we are contacted about problems that could have been prevented.
Take a look at our list of common mistakes people make when ordering items from Bensons for Beds and discover how to avoid them.
Check the measurements of different areas of your home
When buying a bed or an item of bedroom furniture, it’s common sense to measure the room in which it will be placed.
However, you’ll also need to measure the areas through which the item will be delivered.
You should also consider what space is available for the delivery van.
Our delivery vans are approximately 8.5 metres long, 2.5 metres wide, and 3.5 metres high.
Consider:
Address these factors before placing an order to prevent any problems receiving your items.
We recommend using our Care and Protection Cleaning kits for use on bed sets and bedroom furniture.
Each kit contains carefully selected cleaning products and materials to help keep your items in great condition.
Using alternative products may cause damage to items and could invalidate your optional 5 year care and protection guarantee (see your guarantee).
If you need any further help with a product purchased from Bensons for Beds, please get in touch with our friendly customer services team. We'll be delighted to help you in any way we can to ensure you are getting the best out of our products.
Mark has worked at Bensons for Beds for 15 years and the wider furniture industry for over 40 years. Mark’s role encompasses an end-to-end approach to overseas products: from the design and development of products to how they perform when they’re in a customer’s home.
Read more from Mark
On orders over £500
On beds, mattresses & furniture
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