Formal Complaint - Unsatisfactory Product and Service - Order ***- ***2

Dear Sleepmaster Customer Service,

I am writing to express my extreme dissatisfaction with both the product I received and the service I have experienced from Sleepmaster. On 14 December 2024, I placed an online order for a Sealy King size bed. Despite the order being processed and confirmed on your website, I was informed on December 18th that my chosen bed was out of stock. This is unacceptable, as your online platform should reflect real-time inventory.

While I appreciate the three options offered (waiting for production, alternative product, or refund), I opted for an alternative product of comparable quality, trusting Sleepmaster to provide a suitable replacement. This alternative bed was delivered before the end of the year.

However, in late January, I submitted a formal complaint regarding the mattress I received. The mattress is significantly flattened on both sides, resulting in an uncomfortable and unsupportive sleeping surface. I provided Sleepmaster with the requested photographic evidence of this defect.

Your agent, Mbali, confirmed the case was logged with Sealy, the supplier, and assured me of a swift resolution. However, on February 3rd, 2025, I was contacted by a Sealy representative who informed me that they had not received the visuals I had already provided to Sleepmaster. The contact number provided by Sealy was only for general inquiries, making it impossible to directly share the images.

On February 4th, 2025, I formally followed up with Mbali, explaining the situation with the Sealy representative. Mbali’s response was that the matter was now out of Sleepmaster's hands and that I needed to liaise directly with Sealy.

This is completely unacceptable. My contract is with Sleepmaster, and you are responsible for resolving this issue. I purchased the bed from your company, based on certain advertised expectations of quality and comfort. The current situation, where I am sleeping on a defective mattress due to a failure in communication and service between Sleepmaster and Sealy, is a breach of my consumer rights.

I expect Sleepmaster to take full responsibility for this matter and rectify the situation immediately. I demand a suitable replacement mattress of comparable quality to the Sealy bed I originally ordered. I also expect a formal apology for the inconvenience and frustration this has caused. I look forward to your prompt response and a concrete plan of action to resolve this complaint.

Sincerely,