Paid for delivery. delivered to the wrong address after 12 weeks of waiting

I am extremely disappointed with the service I received from the Woodmead branch of Couch and Mattress Factory.

I paid for a blanket box on 7 March 2026 and was informed that it would take approximately six weeks to manufacture. I accepted the waiting period and patiently waited.

After six weeks had passed, I received no update. I had to follow up myself, only to discover that the blanket box had not even been manufactured yet. I was then told that the warehouse needed another two weeks.

Once again, after the additional two weeks had passed, nobody contacted me. I had to follow up yet again. By this stage, almost twelve weeks had passed since I made payment.

Eventually, I was informed that the blanket box was ready. As I could not collect it myself, I paid an additional delivery fee and provided my correct Sandton delivery address. During a telephone conversation, Steve confirmed that the address on their system was an old Pretoria address. I immediately corrected him and, at his request, sent the correct Sandton address via WhatsApp. He acknowledged receiving it.

Despite this, on 29 May 2026, the blanket box was delivered to the wrong address in Pretoria.

What is most frustrating is that I paid for the blanket box, I paid for delivery, and yet I still do not have the product.

Today is 31 May 2026. The blanket box was delivered two days ago, but not to me. It was delivered to the wrong address because the correct address that I provided was never communicated to the delivery team.

Instead of taking responsibility and resolving the issue, Steve instructed me to contact the driver myself and investigate what had happened. I found this completely unacceptable. I purchased the item from Couch and Mattress Factory, not from the driver. I should not be expected to coordinate between the store, warehouse and driver to fix a mistake that was not mine.

The driver later confirmed that he delivered to the address provided to him and that any address changes should have been communicated by the store.

What makes this experience even more disappointing is that this is not my first issue with the Woodmead branch. In November, I purchased a bed from the same branch and received a defective base. When I reported the issue, I was told to use a hammer to force the parts into place. Despite that experience, I chose to give the branch another chance because I understand that mistakes happen.

Unfortunately, this latest experience has shown a pattern of poor communication, delays, lack of accountability and disregard for customers.

I have previously received excellent service from other Couch and Mattress Factory branches, including Menlyn and Montana. The Woodmead branch, however, has been the complete opposite.

The facts are simple:

• I paid on 7 March 2026. • I was promised a six-week turnaround. • I waited almost twelve weeks. • I had to repeatedly follow up myself. • I paid for delivery. • I provided the correct delivery address. • The blanket box was delivered to the wrong address. • I still do not have the product I paid for. • Nobody has taken responsibility or provided a proper solution.

I have lost all confidence in the Woodmead branch and I am requesting a full refund, including the delivery fee.

Customers deserve better than this.