Deeply Disappointed – Unreliable and Poorly Coordinated Service

I’m extremely disappointed in the service I received from Dial-a-Bed. I visited the Somerset West store in Cape Town and specifically enquired about delayed delivery, as I’m only moving into my new home on June 20th. I was assured that delaying delivery by a few weeks after purchase was entirely possible. My aunt then went to the Randpark Ridge Mall branch to enquire about the same bed and received the same confirmation — delivery for June 20th would be no problem. I even confirmed this once more via WhatsApp with Dial-a-Bed, and again, I was told this arrangement was perfectly acceptable.

Based on these multiple assurances, my aunt proceeded with the purchase on Saturday, May 31st, at the Randpark Ridge store and clearly arranged for delivery to Fourways on June 20th. Yet just two days later, on Monday, June 2nd, I received a call from the warehouse forcing delivery — despite every prior agreement stating otherwise.

Because I do not yet have access to my new place, the bed had to be delivered to my aunt’s house in Randpark Ridge. I will now have to pay out of pocket to transport the bed again to Fourways closer to my move-in date — a cost and inconvenience I should not have to deal with, especially after confirming the delivery date with multiple representatives across platforms.

To make matters worse, I messaged the WhatsApp support team on Monday as soon as the warehouse contacted me, hoping to stop the premature delivery. I was told they would escalate it to the store, but nothing was done. The delivery went ahead the next day, regardless.

Why make promises you clearly have no intention of keeping? This experience shows a serious lack of internal communication and customer care. I trusted your team based on multiple confirmations — in person, in-store, and in writing — and your failure to honor this basic agreement has caused me unnecessary stress, inconvenience, and extra expense.

I cannot in good conscience recommend Dial-a-Bed after this experience. You had one job — and you failed to deliver, literally and figuratively.