Unacceptable Service, Zero Accountability, Non-Delivery, False Tracking, and Extremely Poor Customer Conduct Toward Consumer

I ordered a bed online from Sleepmasters on 24 December, with the delivery date confirmed as 29 December 2025. On the delivery day, no bed arrived. When I tracked the order online, it falsely reflected that the order had been delivered.

I contacted the call centre on 30 December and was given a reference number and promised a call back within 24–48 hours. No call ever came. I followed up again on Friday, 2 January 2026, only to be told that the turnaround time is suddenly 24 working hours, not 24 hours, and that I must wait until Monday.

On Monday, 5 January, after 12 days of waiting with zero communication, I called again and spoke to an agent named Fortunate Maswanganyi. Her attitude throughout the call was extremely unprofessional and dismissive. While I explained my frustration, her responses were limited to repeated “mhm, mhm” with clear attitude, offering no empathy or accountability.

I was informed that the issue had been “escalated to the warehouse” and that I must wait another 24 working hours, despite already waiting nearly two weeks. To make matters worse, the system apparently shows the bed was not delivered, contradicting the online tracking, with no reason provided and no new delivery date available. I was told plainly that they “do not know when the bed will be delivered.”

When I asked to speak to a manager, I was told this was not possible because they “don’t have a switchboard” to call customers back — an unacceptable excuse for a company of this size.

This is hands down the worst service I have ever experienced. Sleepmasters shows a complete lack of respect for consumers, no urgency, no accountability, no communication, and no apology. This conduct is deeply concerning and appears to be in breach of the Consumer Protection Act, including Sections 19, 22, and 47.

Consumers are treated like fools, with false delivery confirmations and endless delays. I will be escalating this matter to the National Consumer Commission and the Consumer Goods and Services Ombud. I strongly advise others to think twice before ordering from Sleepmasters online and NOT ORDER.