Defective bed, Exceptionally bad service

This company reserves a zero rating. I bought a new bed from them in Nov 2018.

We were assured that the bed was of exceptional quality and one of their best sellers. A few months later we noticed the bed is dipping where we are sleeping and forming a ridge in the middle. We had relocated from CT to George by then. My husband went to see them at the Canalwalk store in Nov 2019 to explain that the mattres is dipping. They wanted us to bring the bed at our own expense to CT for them to inspect.

In July this year, I noticed that the fabric of the mattress is making pilling all over. Upon closer inspection I saw that the stitching all over the mattress is coming loose and the fabric has numerous holes in it.

This a bed that they had custom made for us in extra length size. They took a week longer than promised. And upon inspecting the fabric it appears that there is a defect in the fabric. Even the weave of the pattern appears to be askew.

I called in July 2020 to the Canalwalk branch and the white lady who assisted me became very unhelpful as soon as I told her that my Surname is Plaatjies.

She even accused me of not looking after the mattress properly and assumed that I did not use the mattress cover that they usually provide with their new beds. I pointed out that I did not get a free mattress cover actually, but I do in fact always use a mattress cover. I told her that even if I didn't use a mattress cover, the fabric and the stitching of the mattress shouldn't be fraying and tearing.

I was very disappointed at the way she treated me, but she at least asked me to send her the invoice and the pictures. I emailed her pictures of the appearance of the mattress and the invoice in July 2020 and have not heard from her since, inspite of leaving numerous messages for her.

I then tried to obtain their manufacturing plant / Head office contact number. Canalwalk staff refused to give it to me and insisted I should speak only to this Linda person that I have dealt with before.

I then called the Pinelands branch, and got the same stonewalling attitude from another white woman who was just plain disrespectful towards me. She also refused to give me the head office details or the owner's name. She was actually rude and dismissive.

Today I called Canalwalk and managed to get the complaints dept contact nr from a black guy, who seemed genuinely interested in helping me.

I spoke to a white lady called Stephanie in their "complaints dept", at their manufacturing plant in Parow. Again I encountered the same unhelpful, disrespectful attitude as before, with the other 2 white persons.

I again explained my story. She also was unwilling to assist me in solving the problem of the DEFECTIVE BED, that now visibly dips even more, clearly showing two hollows where my husband and I sleep.

She sounded suspicious of my motives and eventually accused me of being rude because I countered every thing she said with reasonable arguments, even explaining that I have a background in credit management. I did not use any abusive language, but she accused me of using abusive language. She didn't appear to like being outsmarted and would not entertain my reasoning about goodwill, making restitution and displaying good customer service at all, in order to show that their good name is important to them.

She refused to provide me with an email address to forward her my complaint in writing and then SHE THREW THE PHONE DOWN IN MY EAR. When I called back, the line went to their answering machine.

Their is no Goodwill at all from Beds from Home. Neither are they willing to protect their name. I told them in July that I am giving them a fair chance to make restitution, before I report them to Hello Peter and other institutions.

Beds from Home is unwilling to ship me a new bed at their cost. They are neither willing to ship their old bed from George to CT to fix the problem. They want me to incur the cost of sending the bed to them, so that they can see what is wrong with it.

They were not willing to negotiate or compromise in any away. I am very disappointed and stuck with a broken bed. Even the one leg of the bed broke off last week, which leads me to believe that they use substandard materials, but charge normal prices for their goods. I did explain to every person I spoke to that we always take exceptionally good care of our possessions, and the same went for the bed that we bought from them. So there has been no negligence on our part.

I called the Unashamedly Ethical organization today to lay a formal complaint, but Beds from Home is not on their database. Beds from Home in my experience, does not appear to be bothered with integrity and ethical conduct.

As a customer, I have been totally alienated by them.