Refusal of Refund

Good day Peter,

My name is Mrs Tinyiko Grace Sibise. I am writing to formally raise my dissatisfaction regarding a purchase made at Sleepmasters, Protea Gardens branch (Store 4715, Shop 71, Protea Gardens Mall, Soweto).

On **29 November 2025**, I purchased an **extra-length queen-size bed set**. However, on **6 December 2025**, the store delivered the **incorrect base**, as it was a **standard length instead of extra length**.

I immediately went back to the store to lodge a complaint and followed up again with a second complaint on **09 December 2025**. Unfortunately, to date, the matter remains unresolved. I have not received any communication from the store—neither a phone call nor an SMS—regarding the correction of this error.

As the correct base has still not been delivered, I am now requesting a **full refund**. I also request that Sleepmasters urgently arrange to **collect the incorrect items.

I paid **R8,349.00 in cash**, which is a significant amount of money. I waited for **three weeks** for the correct bed set to be delivered without success. Now that I am requesting a refund, I have been informed that a refund cannot be processed because the plastic wrapping was removed. This is deeply disappointing, considering that the error originated from the store’s side.

Below are the details of my purchase for reference:

Order Number:** *** Customer ID:** *** Customer Name:** Tinyiko Grace Sibise

I trust that this matter will be treated with urgency and resolved fairly.

Kind regards, Mrs Tinyiko Grace Sibise