BAD CUSTOMER SERVICE

I bought a queen size bed at Sleepmasters Gugulethu Mall Cape Town in November 2025, and two of the legs broke a month later on December 27, 2025. I reported the problem to the store manager in early January 2026, and I was told they did not have any replacement legs in stock and would contact. No call, so I went back to the store in February 2026, only to be told the same thing: they don't have any legs in stock, and the store Manager completely forgot to get back to me, but he will make it a priority to not only get back to me, but also find alternative legs.

I went to the store on March 17, 2026, with the shattered legs, only to be told once more that they do not have any legs, but the store manager would call around and see if he can be permitted in. I requested another base because they did not have any legs in stock. I was told that they needed to confirm with main office. The store manager stated that a complaint had been lodged with a three-week response time, but no reference was supp****. I was summoned by the store manager to pick up new legs, and I asked what would happen if I had the same problem again, to which he said that we would deal with it when it occurred.

I filed an online complaint with Sleepmasters, but have yet to receive a response. In early August 2026, I returned to the store and reported the same concern. A new store manager informed me that she was unable to contact their representative to advise on a course of action and would contact me the following day. Someone at the store called the following day to request my address, and a couple of days later I was contacted to inform me that someone from head office was attempting to contact me and that I had provided an alternate phone number. To far, there has been no communication from either the store or the headquarters.