SLEEPMASTER — EXTREMELY DISAPPOINTING CUSTOMER SERVICE

I am extremely disappointed with the way Sleepmaster has handled what should have been a straightforward replacement.

After dealing with an issue regarding our storage base, I was contacted by the warehouse on Friday and specifically informed that the replacement would be delivered. We made arrangements and waited for the delivery, expecting that the matter would finally be resolved.

Instead, when the delivery team arrived, they informed us that they had exchange paperwork instructing them to collect the original base. They were apparently told that if they could not collect the old base, they were NOT to leave the replacement.

Here is where this becomes completely unacceptable:

THE ORIGINAL BASE HAD ALREADY BEEN RETURNED TO THE WAREHOUSE.

This had been communicated. Yet the delivery team arrived with no knowledge of this and, as a result, refused to deliver the replacement.

So let me understand this correctly: the customer does everything that is required, the original item is returned to the warehouse, the warehouse confirms that the replacement is being delivered — and then the delivery arrives with completely different instructions because Sleepmaster's own departments have failed to communicate with one another.

How is this the customer's problem?

I should not have to suffer further inconvenience because of an internal communication failure between customer service, the warehouse and the delivery company.

What makes the situation even more frustrating is that the delivery team themselves communicated the issue to their manager, yet the replacement was still not left with us. We were simply left without the product we had been told was being delivered.

This is not the level of service I expect from a company such as Sleepmaster.

A customer should not have to chase departments, explain the same situation repeatedly, wait for promised deliveries and then be left disappointed because the company's own systems and communication are not working.

The biggest issue here is not simply the missed delivery — it is the complete lack of accountability and communication.

Sleepmaster needs to take responsibility for what happens between its departments and delivery teams. Customers should not be expected to pay the price for internal mistakes.

I am sharing this review because customers deserve to know what they may experience when something goes wrong. Selling a product is only one part of customer service. How you handle a problem afterwards is what truly demonstrates the quality of a company.

Unfortunately, based on my experience so far, Sleepmaster has fallen seriously short.

Very disappointing. Very frustrating. And completely avoidable.