Store Manager’s Attitude Made a Bad Experience Worse

I am posting this review after an extremely disappointing experience with Dial a Bed Parklands.

I recently purchased a bed from the store. At the time of purchase, my understanding was that delivery would take place the next day. I arranged my availability around this. Shortly after making payment and leaving the store, I was contacted and told that delivery would only be possible two days later because the delivery schedule was apparently full.

This was already frustrating, because delivery timing was important to me and I had made arrangements based on what I understood at the time of purchase. I then had to follow up between the warehouse, salesperson, and delivery department to try to get the matter resolved. After unnecessary back and forth, delivery was eventually arranged for the next day, which I appreciated.

However, the experience did not end there.

I was also not given the mattress protector that I paid for when I left the store. I was told it would be delivered with the bed, which should not have required follow up in the first place. I also later learned from Mark that I was meant to receive a 30% Volpes voucher, which was not given to me at the time of purchase. I was then told I would need to return to the store to collect it, which is inconvenient and, in my view, poor service after payment had already been made.

What has disappointed me most, however, is the way my complaint was handled afterwards. I received a phone call from the store manager, and I found her attitude to be unpleasant, defensive, and unhelpful. Instead of simply acknowledging the inconvenience and poor communication, she seemed more focused on correcting me and pointing out where she believed I was wrong. I did not feel that there was a genuine apology or proper accountability for the way the matter had been handled.

In my opinion, once a customer has paid, the basic expectation is clear communication, accurate information, and proper follow through. I do not feel that happened here. I had to chase information, deal with conflicting communication, and then still deal with a management response that made me feel dismissed rather than assisted.

I do want to make it clear that the delivery staff were very friendly, helpful, and professional. They were the only part of this experience that I can honestly compliment. They arrived with a good attitude and handled the delivery well.

Unfortunately, the service from the store and the handling of the complaint have left a very poor impression. Based on this experience, I will not purchase from this branch again, and I would be very hesitant to recommend them.