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Naomi O

1 reviews | Active since Jan 2021

30 Jul 2025, 13:55

POOR QUALITY MATRESS - SEALY / SLEEPMASTER

EXTREMELY UNHAPPY CUSTOMER!! I am totally desperate and do not know what to do anymore.

We bought a bed through sleepmasters online on the 5th of June 2025 (Invoice attached). Since then, we have been on a business trip for 3 weeks. So basically, we slept on this bed for less than 60 days.

The bed is completely sagging on the sides (where we lay) and in the middle it makes a HUGE bump.

I have now been in contact with Sleepmasters and Sealy since the 21st of July. But I am not getting any definite answer with a plan of action. Both me and my husband have back problems. That is why we went for this Evoke firm. After a thorough review of this product on the internet, we decided it is the best for us. However, This is extremely poor quality. It is getting worse by the day.

In photos you can't really see the sagging. However, they can send an inspector and see how bad this mattress is. We cannot wait indefinitely for a new bed, as our health is now suffering due to this bad product.

Reference numbers received from Sleepmasters 21 July 2025 - with a promise they will make contact with me within 36 to 48 hours: ***, CO-SEAL*** They have never contacted me. If I do not constantly follow up. I hear nothing. My follow ups do not help, as NOBODY knows what is going on.

Yesterday (29.7.25) I was informed that there will be a replacement - ref JD COMPLAINTS: ***, but that there is no stock

Today, after I followed up again, I was informed that the Evoke is out of stock and I will be refunded. When asked, Tshepiso was not able to tell me the amount, only that the refund will be within 7 - 14 working days.

When I asked how I can follow up. Who I can contact. I was informed that they are sourcing stock as the bed has been discontinued. So what is it now? Will the mattress be replaced or will I get a refund?? When will I get a refund as this bed is stuffing up our backs. We DO NOT HAVE another bed to sleep on.

I need a proper answer, and I need it urgently. It is ridiculous that a "respected" well known company such as Sealy and Sleepmaster, delivers such extremely poor customer service!! What about the pain and discomfort we must endure due to the extremely poor-quality mattress and very bad or rather non existent customer service!!

0
Replies (7)
Sealy
Sealy's reply30 Jul 2025, 14:12
Official
 Hi Naomi We have auth the set for exchange please note that the replacement can only take place from the store and not Bravo, 
NO
Naomi O's update30 Jul 2025, 14:26
Reviewer Update
Sealy is still providing the store with the product. According to the store they do not have stock. So, must we now wait indefinitely for them until they get stock. Where do they get the stock from? Is it not from Sealy?
Sealy
Sealy's reply30 Jul 2025, 14:28
Official
Yes, and the store needs to place an order if they do not have stock.
NO
Naomi O's update30 Jul 2025, 14:31
Reviewer Update
And we must wait forever due to their bad service. You are now aware of the issue. Are you not ultimately responsible to assist. This is your product.
NO
Naomi O's update21 Aug 2025, 10:20
Reviewer Update
STILL NO REPLACEMENT. ONLY EMPTY PROMISSES. tried to deliver incorrect bed. 30cm smaller. A week back. And did not even attempt to reschedule an immediate new delivery date. Sleepmaster is a huge dissapointment!!!! Should Sealy take som responsibility as it is their product?
Sealy
Sealy's reply21 Aug 2025, 10:27
Official
Hi Naomi, this has to be addressed with the store as they made the mistake. thanks, Verdi 
NO
Naomi O's update21 Aug 2025, 10:33
Reviewer Update
I have been trying to get this sorted with the store for the last month. It is your poor quality product!! The whole pillowtop is in the centre of the bed with us lying on either side of it on a rock hard bed feeling as if we are lying in a ditch!!!