This issue with Lewis Store Malmesbury has now escalated further.

This issue with Lewis Store Malmesbury has now escalated further.

After my initial complaint, customer care confirmed that a bed with a maximum capacity of 150kg per person would be delivered, which would resolve the issue.

Today, delivery arrived with a bed that only supports 100kg per person, which I refused to accept, as this is still not what was promised and is not suitable for my needs.

I immediately contacted the store and asked to speak to the store manager, Gino Petersen. The staff member who answered said she was putting me through, then returned to ask who was calling. After I identified myself, she hesitated and said he was “busy with a consultation.” I clearly explained that the matter was urgent and that he needed to be informed. I was placed on hold for over 5 minutes, after which I ended the call. No call-back was made.

To summarise:

* I purchased a bed on 25 November 2025 for 120kg per person I received a 70kg per person bed I was later promised a 150kg per person replacement I was then sent a 100kg per person bed instead The store manager is now unreachable and unresponsive

This is no longer just a stock issue — it is poor communication, broken promises, and avoidance. I have made every reasonable effort to resolve this matter, yet the problem continues due to Lewis Malmesbury’s failure to take accountability.

At this point, the Lewis Malmesbury branch has demonstrated an inability or unwillingness to resolve this issue, despite multiple opportunities to do so. I am therefore requesting that Lewis Head Office / Customer Care please step in to assist. I would appreciate clear written communication confirming the next steps and a realistic timeline for resolution. I am simply asking for delivery of the correct bed (minimum 120kg–150kg per person) as promised, or a full refund, and hope this can be resolved amicably and without further delay.