Beyond Poor After Sales Support

I bought a new king size bed from here and I regret doing so. The mattress started breaking and springs started coming out through the sides of the mattress within 3 months of getting it, well within the warranty. I logged the ticket with house and home tokai and was told someone would get back to me. It took a month of constant calling and following up to eventually get the number of the bed manufacture to then have to send them pictures and videos of the springs sticking out of the side. It has now been more than 3 months since I logged the initial replacement request and I still don’t have my new mattress. No one ever returns your call, and when I eventually get hold of someone they never know what’s going on and always say they are going to check where the replacement mattress is and get back to me. After a week of no call backs I would follow up again and the same cycle continues. The branch manager does not care, he is never available to take my call and never calls back when I leave a message. The person who deals with the returns/repairs is even more useless as she never calls back and when I eventually get hold of her after a week of waiting for her to call me back with an update she still doesn’t know what’s going on. I have been told for the past 3 weeks that the mattress will be arriving this week but each week comes and goes with not even a call or email to let me know it didn’t arrive. I was then told yesterday that my mattress has finally arrived and would be delivered. Again nothing arrived and no one called me to let me know why. I have spent a lot of money buying expensive appliances and furniture from house and home and I regret it. I will never buy anything from them again, their after sales support is disgusting. During all this I needed a new stove, another bed for my guest room and TV which I rather got from Tafelberg, a 58k sale that would have gone to house and home if their customer service wasn’t so appalling. If you care about after sales support and want a company that will actually uphold warranties and guarantees then this is not the place for you. I had a problem with the Siemens oven I got from Tafelberg and they had the unit completely replaced and installed within 5 days of logging the fault. At this point I don’t know if I am ever going to get the mattress replaced and the protruding springs have now torn 2 of my expensive bed sheets and mattress protector which I will now need to replace. This is the first time I have ever left a review of a store as I don’t normally like to complain but the service I have received is so bad I feel that I need to warn people.