Defective mattress and pathetic service

I purchased a Sealy Picanto Queen bed set on 29 Nov 24 from the Centurion Mall branch. They said same day service however I only received the item on 01 Dec 24. I should have already guessed that this was the start of their poor service.

Towards the end of Dec 24, I noticed that the mattress was defective. On 15 Jan 25 I laid a complaint. I had to constantly follow-up and eventually on 24 Feb I laid a complaint with the Consumer Goods and services Ombud.

They responded that the Supplier was given 15 business days to respond, and this was merely an indication of the timeframe it might take. This can take longer taking into account the circumstances of each matter. There is no time frame within which a complaint will be resolved. The process to investigate the complaint is lengthy and cumbersome.

Which it exactly is the case because a month later and still nothing.

On 7 Mar the supplier eventually collected the bed set and said it would take between 7-21 workings days to process the refund, and their website says 7 working days. When I asked about this, they said this was not true and so I said that either you are lying, or your website is to which they could not answer.

I continuously followed with the supplier and each time there was a different response. You cannot imagine the frustration and stress I have had to endure.

I called the supplier again today and the lady I spoke to said that the refund had not been processed because they were waiting for the warehouse to collect the item from the store. Why am I not even surprised??? Every time I called, they said they would escalate the refund only to find out today that it was not even processed.

I called the CGSO, and they said they were waiting for feedback and there was nothing further they could do until they received a response from the supplier's HO.

So, basically, I am *****ed because I do not have a bed set nor do I have money to purchase a new one and looks like I may not even get a refund. I don't understand how they cannot process the refund because they have the item. I think they are deliberately delaying the process because I had the audacity to request a refund and not a replacement. What they fail to understand that it is their shoddy service that forced me to request a refund.

It appears the level of service or lack thereof is nothing new and even though companies say they are working on improving there is little / no change. They have absolutely no empathy at the fact that I urgently need the money to purchase a new bed set. And, that due to the fact that I had be sleep on a defective mattress for approx. 2 months it caused my spouse, and I back pain which they do not even factor into the equation.

I would think twice if I were you before purchasing an item from Sleep master.