Shocking Service and Poor Quality Beds – Requesting Full Refund

I purchased a Sleepmasters Santos MK II bed set on 25 March 2025 from the N1 City branch, which was delivered on 28 March—to the wrong address, despite confirming my address twice with the store manager. After a frustrating back-and-forth, I received the bed only to discover it was the wrong model (Sleepmasters Santos instead of the MK II).

That mattress was extremely hard and uncomfortable, causing serious back and shoulder pain. I tried to resolve the issue with Sleepmasters, but communication was slow and unhelpful. I was promised a callback on a Wednesday (early April), but never heard back. I escalated the issue on 4 April, and by 10 April, I still had no response regarding collection or exchange.

Eventually, the incorrect mattress was collected, and I received a Sealy ****et set on 25 April. Unfortunately, that mattress was just as problematic. Within three weeks, it began sagging, making springy noises, and even developed a tear with foam coming out. I rotated it more than four times in two weeks, with no improvement. It is uncomfortable and defective, causing back and hip pain, I am a side sleeper.

I contacted the store on 12 May 2025 requesting a replacement—again, no response. The assistant manager then proceeds to tell me that it is a minimum of 14 days before the supplier gets back to me. In other words, I have to probably wait another month, before they collect this broken, reject mattress.

I am no longer willing to wait weeks for poor-quality replacements or deal with rude and unprofessional staff, especially the store manager whose attitude has been dismissive and sarcastic throughout this ordeal.

I am now demanding a full refund so I can purchase from a reputable store. This entire experience has been exhausting and unacceptable.

If I could rate Sleepmasters zero stars, I would. Poor product quality, lack of communication, no urgency in resolving complaints, and absolutely no regard for customer service.

I strongly advise others to think twice before buying from Sleepmasters.