Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Dial-a-bed presents a sharply divided experience. Showroom consultants are named and celebrated for patient, knowledgeable selling, yet a recurring theme is that everything after payment unravels. Customers consistently report broken delivery promises, unanswered online and call centre follow ups, mattresses sagging or squeaking within months, and refund or warranty claims that drag on for weeks between the retailer and its suppliers.
Top Strengths:
- •Customer Service & Support: In store staff are the brand's strongest asset, with consultants such as Theolin Moodley, Linda Gindra and Emanuel repeatedly named for patient, honest guidance. Senior managers who intervene often rescue a complaint, though online and call centre support remains the weak link, keeping Customer Service & Support (2.5) merely average.
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 53m
TrustIndex
5
Ranking
#4
in Furniture & Home
Reply Time
18h 44m
NPS Score
16
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 14h 53m
Nov '25 - Oct '26
Frequently Asked Questions About Dial-a-bed
What do customers say about Dial-a-bed?
Based on recent customer reviews, Dial-a-bed presents a sharply divided experience. Showroom consultants are named and celebrated for patient, knowledgeable selling, yet a recurring theme is that everything after payment unravels. Customers consistently report broken delivery promises, unanswered online and call centre follow ups, mattresses sagging or squeaking within months, and refund or warranty claims that drag on for weeks between the retailer and its suppliers.
What is Dial-a-bed's biggest strength?
Dial-a-bed's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. In store staff are the brand's strongest asset, with consultants such as Theolin Moodley, Linda Gindra and Emanuel repeatedly named for patient, honest guidance. Senior managers who intervene often rescue a complaint, though online and call centre support remains the weak link, keeping Customer Service & Support (2.5) merely average.
What are the most common complaints about Dial-a-bed?
The most common complaint about Dial-a-bed, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Value. Product Quality & Value (1.7) is undermined by reports of Forty Winks, Simmons and Sealy beds sagging, squeaking or exposing springs within months, plus mattresses arriving dirty or wet. Customers paying premium prices describe back pain and value that does not match the spend.
How does Dial-a-bed compare to other Furniture & Home companies?
Dial-a-bed scores 2 out of 5 on Hellopeter's AI analysis of service quality in Furniture & Home, compared to the Furniture & Home industry average of 1.6. Their strongest theme is Customer Service (3.2); their weakest is Returns & Warranty (1.1). The top AI-rated Furniture & Home business on Hellopeter is Cielo (3.3). How is the AI Score calculated? →
Is Dial-a-bed trustworthy?
Dial-a-bed has a TrustIndex of 5 out of 10 on Hellopeter, based on 101 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 14 hours 53 min. Hellopeter has tracked Dial-a-bed across 841 total reviews. How is the TrustIndex calculated? →
Recent reviews (101)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2012
Poor advice & now stuck with a hard mattress
I bought the Forty Winks firm mattress (after exchanging a medium mattress within the 100 day policy) a year ago and unfortunately, this bed is now hard instead of firm. I like a firm mattress and was told to buy a firmer mattress as it would soften with time - this has not been the case. It is hard and now I wake up with aches and pains. When I went back to the store, they only asked for photos & a video to be sent to the main office for review, and then came back saying that they cannot detect any factory fault and it appears that the mattress is fine as is. I was given poor advice at the time of purchase (despite the good customer service from the store staff) and am now stuck with a hard bed which I am told to just get a topper (to spend more money on top of the *** I spent originally). When I went to a competing brand store, they immediately described my issue without hesitation knowing that the bed I chose would do that. I wish someone had told me and then I would have chosen differently. I will be going to one of your competitors from now on instead.
1 reviews | Active since May 2012
Poor advice & now stuck with a hard mattress
I bought the Forty Winks firm mattress (after exchanging a medium mattress within the 100 day policy) a year ago and unfortunately, this bed is now hard instead of firm. I like a firm mattress and was told to buy a firmer mattress as it would soften with time - this has not been the case. It is hard and now I wake up with aches and pains. When I went back to the store, they only asked for photos & a video to be sent to the main office for review, and then came back saying that they cannot detect any factory fault and it appears that the mattress is fine as is. I was given poor advice at the time of purchase (despite the good customer service from the store staff) and am now stuck with a hard bed which I am told to just get a topper (to spend more money on top of the *** I spent originally). When I went to a competing brand store, they immediately described my issue without hesitation knowing that the bed I chose would do that. I wish someone had told me and then I would have chosen differently. I will be going to one of your competitors from now on instead.
1 reviews | Active since Aug 2026
The springs on the bed a sqeecking, when I turn the bed makes sounds it has even made shapes where
Horrible experience.I bought 2 forky winks beds both queen and double from dial a bed. In less than a month, I mean less than a month of delivery of the beds, the queen bed is so uncomfortable, the springs are sqeecking, when I turn the bed makes a
1 reviews | Active since Aug 2026
The springs on the bed a sqeecking, when I turn the bed makes sounds it has even made shapes where
Horrible experience.I bought 2 forky winks beds both queen and double from dial a bed. In less than a month, I mean less than a month of delivery of the beds, the queen bed is so uncomfortable, the springs are sqeecking, when I turn the bed makes a
1 reviews | Active since Jan 2019
Excellent Customer service from Mr Cruz Naidoo Dial a Bed Umngeni
Special mention to Mr Cruz Naidoo in Umngeni Springfield Dial a bed branch ,who assisted me with selecting a bed , he was very efficient and took his time showing different kind of brands and to him it wasn't just about making a sale it's ensuring it's exactly what we needed , it's been a week and still very much happy with bed it's comfy , overall excellent customer service from Mr Naidoo keep up the good work and your warm smile . Thank you
1 reviews | Active since Jan 2019
Excellent Customer service from Mr Cruz Naidoo Dial a Bed Umngeni
Special mention to Mr Cruz Naidoo in Umngeni Springfield Dial a bed branch ,who assisted me with selecting a bed , he was very efficient and took his time showing different kind of brands and to him it wasn't just about making a sale it's ensuring it's exactly what we needed , it's been a week and still very much happy with bed it's comfy , overall excellent customer service from Mr Naidoo keep up the good work and your warm smile . Thank you
1 reviews | Active since Jul 2024
Bed Complain
OMG what a nightmare buying a bed in that shop and when you complaining about the product they demand fees to be paid for exchange. What a horrible experience even via *** they not helping. Now I am stucked with an uncomfortable bed because I don't have money to return it on top of paying thousands for rands. Stay away from this company for your peace.
1 reviews | Active since Jul 2024
Bed Complain
OMG what a nightmare buying a bed in that shop and when you complaining about the product they demand fees to be paid for exchange. What a horrible experience even via *** they not helping. Now I am stucked with an uncomfortable bed because I don't have money to return it on top of paying thousands for rands. Stay away from this company for your peace.
1 reviews | Active since Oct 2026
Exceptional customer experience
⭐⭐⭐⭐⭐ Exceptional Customer Service from Des at Dial-a-Bed! I cannot thank Des from Dial-a-Bed Customer Care enough for the incredible service I received! What could have been a frustrating shopping experience turned into an absolute pleasure, all thanks to her willingness to go the extra mile. I had a very specific bed and colour scheme in mind, and without Des's help, I would have had to rethink the entire look I was planning. Instead, she went out of her way to find exactly what I needed, sent me the relevant links, and personally guided me through the entire process, from confirming the right product to completing checkout. And the best part? I placed my order that morning, and it was fulfilled and delivered that very same day! Des was proactive, efficient, genuinely helpful and an absolute delight to deal with. This is what exceptional customer care looks like. Not just answering questions, but taking ownership and making things happen. Dial-a-Bed, you have an absolute gem in Des! She deserves recognition for the outstanding service she provides. Thank you, Des, for going above and beyond and making the entire experience so effortless! 🌟
1 reviews | Active since Oct 2026
Exceptional customer experience
⭐⭐⭐⭐⭐ Exceptional Customer Service from Des at Dial-a-Bed! I cannot thank Des from Dial-a-Bed Customer Care enough for the incredible service I received! What could have been a frustrating shopping experience turned into an absolute pleasure, all thanks to her willingness to go the extra mile. I had a very specific bed and colour scheme in mind, and without Des's help, I would have had to rethink the entire look I was planning. Instead, she went out of her way to find exactly what I needed, sent me the relevant links, and personally guided me through the entire process, from confirming the right product to completing checkout. And the best part? I placed my order that morning, and it was fulfilled and delivered that very same day! Des was proactive, efficient, genuinely helpful and an absolute delight to deal with. This is what exceptional customer care looks like. Not just answering questions, but taking ownership and making things happen. Dial-a-Bed, you have an absolute gem in Des! She deserves recognition for the outstanding service she provides. Thank you, Des, for going above and beyond and making the entire experience so effortless! 🌟
1 reviews | Active since Oct 2026
DON'T ORDER FROM DIAL A BED!!!
We had a terrible experience with the dial a bed customer service team. Waited 12 days for an email response even after following up twice. Imagine your 80 year old grandmother sleeping on a faulty mattress for over a month due to their lack of urgency or care. I had to call them to ask for someome to respond to me, and then had to follow up the very next day again as I still hadn't received a response as promised. We then had to follow up AGAIN after being assured that their warehouse team would contact us regarding a delivery, only to receive a random call that a driver was at our gate, with no prior arrangement that they'd be collecting the mattress. This is something that a person needs to prep for. I still haven't been contacted by their head office as promised, nor has my query been escalated after asking multiple times to speak to a manager. Terrible! We'll never support this business ever again due to their pure lack of care for customers.
1 reviews | Active since Oct 2026
DON'T ORDER FROM DIAL A BED!!!
We had a terrible experience with the dial a bed customer service team. Waited 12 days for an email response even after following up twice. Imagine your 80 year old grandmother sleeping on a faulty mattress for over a month due to their lack of urgency or care. I had to call them to ask for someome to respond to me, and then had to follow up the very next day again as I still hadn't received a response as promised. We then had to follow up AGAIN after being assured that their warehouse team would contact us regarding a delivery, only to receive a random call that a driver was at our gate, with no prior arrangement that they'd be collecting the mattress. This is something that a person needs to prep for. I still haven't been contacted by their head office as promised, nor has my query been escalated after asking multiple times to speak to a manager. Terrible! We'll never support this business ever again due to their pure lack of care for customers.
1 reviews | Active since Dec 2020
3 weeks no delivery, sleeping on the floor.
My worst online shopping experience. I'm traumatized. Orders a mattress on the 7th(estimated delivery is 3-5 days), 3 weeks later I'm still sleeping on the floor. Once they take your money, they don't care.
1 reviews | Active since Dec 2020
3 weeks no delivery, sleeping on the floor.
My worst online shopping experience. I'm traumatized. Orders a mattress on the 7th(estimated delivery is 3-5 days), 3 weeks later I'm still sleeping on the floor. Once they take your money, they don't care.