Faulty bed, missed collections and a refund that remains unresolved

I bought a Restonic Rebalance Medium Queen Bed Set from Beds Crafters on 23 July 2026. Less than three months later, the mattress was sinking. What followed has become a never-ending nightmare of missed collection arrangements, unanswered calls and uncertainty about when I will get my money back.

On 15 October, I reported the problem, sent photographs, requested a full refund and offered to cooperate with a reasonable inspection.

Solly suggested that I exchange the bed for another one, and I did consider it. However, after having to chase Beds Crafters and wait through collection promises that were not kept, I lost confidence in them. I want a full refund.

On 26 October, Sleep Group issued a written "Credit/Collect" authorisation, recording sagging and loss of shape in the pillow top and marking the claim as within the guarantee period. I thought we were finally getting somewhere. I was wrong.

On Friday, 30 October, we called Beds Crafters and arranged collection for Monday, 2 November. We waited, but nobody arrived.

On 3 November, I called again, and we were initially told that collection would happen at 12:00. By after 14:00, we were still waiting. I called, but my call was neither answered nor returned. My partner then called from a different number and was told collection would happen at 16:00.

After 17:00, the bed was still in our home.

I dealt with Solly Ntshudisane and Matome, who gave us collection times that came and went without the bed being collected. At times, my calls to their number went unanswered.

When they failed to collect, we did not even receive a call or an *** to tell us they would not make it. We were left waiting and had to contact them ourselves to find out what was happening. What kind of customer service is this?

The stress of trying to get the bed collected and my refund resolved is giving me sleepless nights. When we buy something, we do so in good faith. We trust that if there is a problem, the seller will assist us through the process.

I have lodged a complaint with the Consumer Goods and Services Ombud, requesting a full monetary refund and collection at Beds Crafters' expense. I do not want a replacement or store credit.

As of the evening of 3 November 2026, the bed remains uncollected and my refund request remains unresolved.

I regret buying this bed from Beds Crafters. I reported the problem, supplied the photographs and waited when they said they would collect. I am still left with the faulty bed and the worry of not knowing when I will get my money back.

I am asking Beds Crafters to arrange a reliable collection and confirm, in writing, how and when my full refund will be processed.