Bad quality beds and poor customer service

klerksdorpi bought a queen bed to the value of R9 500 on the 11 March 2023 at Sleep Masters . it was delivered on the 20th March 2023 from Mafikeng store. After a period of 2-3 weeks, i experienced funny sound on the bed. I then contacted the store where i bought the bed. I explained my dissatisfaction to the lady by the name Dikeledi who was assisting us when we bought the bed.

Because by the it was around Easter Holidays, she advised me to rotate the bed and check if the sound is still there. she mentioned that she was going on leave and i must phone again if there still a problem with the bed. dI did that, and after 3weeks of rotating the bed i phoned the store again. I asked to speak to the sale person but the person who answered the phoned indicated that the person who was assisting me is no longer working at the store.

Again i started to explain the story to the new lady, Ammelia. She promised to log the complain of which she did. The bed was registered with my husband detailed but i give them my cellphone number as alternative and indicated to her that my husband is having network problem where he is working, they can also call me if they cant reach him. I received an text message on the 17th May with a reference number of the complain.

On the 29th May 2023, the lady by the name Rachel called me regarding the complaint. Narrated the story of the bed and she gave me a cellphone number and requested that i sent the a video (with a person rolling on the bed) so that they can clarify the sound. i requested her to give me until weekend to sent the sent the video and she promised to call me the following Monday (5th June 2023) . I managed to sent the video, reference number of the complaint as well as bar code of the bed on the 04th June 2023.

I expected the call or acknowledgement of the video but nothing happened. on the 14th June 2023,, my husband received a call from Klerksdorp saying that their Head Office have been trying to get hold of him regarding the complaint. He explained to them that he is encountering network problems were he is working and asked the to call back of call his wife.

Till today were have been waiting for that call. i then phoned the store as a follo- up and they told me that the complaint is handled by Head Office and i must wait. after few days, i phoned again to make follow up but there was still no progress. I then requested Head Office number (complaint department) so that i can hear from them about the progress.

I spoke to Zodwa on the 30th June 2023, i was shocked when she told me that the complaint was closed. I asked her how was that done when the problem was not resolved. As i speak, the bed is still with me and was never collected. Head office is telling me that the store where i bought the bed must communicate with the supplier regarding the bed and on the other hand the store is telling me that the complaint is handled at Head Office level.

I am so disappointed with the service received and also the quality of their beds. How can i bed of less than three week have sounds????

The main reason why bought the bed was because of my back problem and i was advised to buy that bed. I am now experiencing severe back problem to the point that i stopped using the bed and sleeping on the floor in this cold weather because the bed is making my back worse.

I would like to seek assistance from Hello Peter because from where i am, i don't know who is telling the truth, Head office or the store???