Acc no : ***3 Defective Bed Delivered - No feedback on Logged Complaint

Dear Sleepmasters Customer Care Team,

I am writing to formally lodge a complaint regarding a bed purchased on lay-by from Sleepmasters Woodmead, which was delivered during the 2nd week of January 2026.

Bed and purchase details are as follows:

• Store: Sleepmasters Woodmead • Lay-by Provider: Pepkor Trading (Pty) Ltd • Customer Name: Mrs Maria Ratladi • Product Description: Serta Apollo Base Set F 152 SL • Product Code: ***2 • Quantity: 1 • Warranty: 10 Years • Delivery Fee: R303.48 • Total Value of Goods: R5,848.00 • Agreement Concluded At: Waterfall Street, Sandton • Address Where Delivered: 38 Royal Court , 11th Avenue , Alexandra , 2090 Within two days of delivery, we contacted the store to report quality issues with the bed. The defects noted are:

• Two of the bed legs are loose and unstable. • The mattress produces an unusual noise immediately when used by a person weighing approximately 100kg, despite the bed being advertised as suitable for a minimum weight capacity of 200kg.

The salesperson advised that, due to company policy, the bed could not be returned to the store and requested that we submit a video of the defects. This was done promptly. Photos and videos of the bed are attached for reference, however it got very weird when we were told that they can not do anything about it unless the complaint is logged after 30 days of delivery.

It has now been over three weeks with no response, no reference number, and no confirmation that the complaint has been logged. This lack of communication is extremely disappointing and unacceptable.

The client paid for this bed using hard-earned funds and has received no feedback or reassurance that the matter is being attended to. Even a courtesy update from head office confirming that the complaint is under review would have been appreciated.

In good faith, the client was even willing to top up additional cash to upgrade to a higher-quality, more expensive bed due to the dissatisfaction experienced. Unfortunately, Sleepmasters Woodmead has not assisted with this request, leaving us to repeatedly follow up without any progress.If this request can not be met kindly do process full refund, as we can go look elsewhere for quality bedding.

We therefore kindly request, as a matter of urgency:

• Confirmation that the complaint has been formally logged, • A reference number for tracking purposes, and • Clear guidance on the next steps to resolve this matter.

We trust that this issue will now be addressed promptly and professionally.

Kind regards, Andrew Ratladi on behalf of Maria Ratladi