Extremely disappointing experience with Bradlows Promenade Mall – defective Cloud Nine bed and delayed refund

I am extremely disappointed with the service I have received from Bradlows Promenade Mall.

On 15 August 2026, I purchased a Cloud Nine bed after testing the model in-store. The bed I tested was firm, including around the edges, which was the main reason I decided to purchase it. The bed was delivered to my home on the same day, but I immediately noticed that it was not firm like the one I had tested in-store.

I attempted to return the bed the following day, but the store refused to accept it because the manager was not available.

On Monday, 17 August, I returned to the store and spoke to the manager, Melvinia I was told that a complaint would be logged and that the bed would be collected once a reference number was received.

I continued following up with the store. On Friday, 21 August, I went back to the store and insisted that the bed be collected. Mario, the sales consultant who had assisted me with the purchase, requested my ID and bank statement so that the refund could be initiated. My ID was copied and I emailed my bank statement to the email address provided by the store. I was told that the documents would be sent to Head Office for processing.

The bed was subsequently collected, and I reasonably believed that my refund was being processed.

Today, 1 September, I contacted the store myself to enquire about my refund. To my surprise, I was asked to provide the same documentation again. No one had contacted me during the previous seven days to inform me that there was supposedly a problem with my documentation or that my refund had not been processed.

I am extremely frustrated that I have had to repeatedly follow up, visit the store and provide documentation for a matter that should already have been dealt with. I am now escalating this matter to Bradlows Head Office and requesting a clear written confirmation of the status of my refund, when it was submitted for processing and when I can expect the money to be paid.

I hope Bradlows will resolve this matter urgently. I have been patient and cooperative throughout this process, but my patience has now run out. I want my money urgently.

Bradlows Promenade Mall – please escalate this matter and provide a proper resolution.