NO CUSTOMER SERVICE. EXTREMELY POOR PRODUCT

EXTREMELY UNHAPPY CUSTOMER!!

Good day Tshepiso.

I am totally desperate and do not know what to do anymore.

We bought a bed through sleepmasters online on the 5th of June 2025 (Invoice attached). SInce then, we have been on a business trip for 3 weeks. So basically we slept on this bed for less than 60 days.

The bed is completely sagging on the sides ( where we lay) and in the middle it makes a HUGE bump.

I have now been in contact with Sleepmasters and Sealy since the 21st of July. But I am not getting any definite answer with a plan of action. Both me and my husband have back problems. That is why we went for this Evoke firm. After a thorough review of this product on the internet, we decided it is the best for us. However, This is extremely poor quality. It is getting worse by the day.

In photos you can't really see the sagging. However, they can send an inspector and see how bad this mattress is. We can not wait indefinately for a new bed, as our health is now suffering due to this bad product.

Reference numbers received from Sleepmasters 21 July 2025 - with a promise they will make contact with me within 36 to 48 hours: ***, CO-SEAL*** They have never contacted me. If I do not constantly follow up. I hear nothing. My follow ups do not help, as NOBODY knows what is going on.

Yesterday (29.7.25) I was informed that there will be a replacement - ref JD COMPLAINTS: ***, but that there is no stock

Today, after I followed up again, I was informed that the Evoke is out of stock and I will be refunded. When asked, Tshepiso was not able to tell me the amount, only that the refund will be within 7 - 14 working days.

When I asked how I can follow up. Who I can contact. I was informed that they are sourcing stock as the bed has been discontinued. So what is it now? Will the mattress be replaced or will I get a refund?? When will I get a refund as this bed is stuffing up our backs. We DO NOT HAVE another bed to sleep on. What is the amount of the refund? Do you not have a mattress to the value of our invoice amount as a replacement? It must be FIRM and it must be Sealy (or so I thought, however it seems Sealy is extremely poor quality)

I need a proper answer and I need it urgently. It is ridiculous that a "respected" well known company such as Sealy and Sleepmaster, delivers such extremely poor customer service!!