NS
Nick S
1 reviews | Active since Dec 2015
05 Jan 2026, 13:04
what customer service FAQ warning on website
be very careful when logging a return with them. their FAQ state bedframes can be returned open and used for a full refund within 7 days of purchase....... i do not want a full refund just exchange for a different size frame and headboard. Received said order on friday 02/01/2026 assembled 04/01/2026 noticed size was incorrect logged a return for exchange disassembled the frame packed all into original packaging , received a message today 05/01/2026 there will be a R1000 service fee to return something that is now considered used and no longer sellable
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Sloom's replyOfficial
13 Jan 2026, 11:57Hi NickThanks for sharing your experience. We appreciate the opportunity to clarify this.
You’re absolutely correct that our policy allows furniture items to be opened and tried within 7 days for a full refund. That option was available here, and we’re always happy to process a refund under those terms.
Where the difference comes in is exchanges.
In this case, the original order (Queen) was delivered correctly, after which we assisted with an exchange to a King at your request. Once the King was delivered and assembled, we were then asked to exchange the item again.
An exchange requires additional services, including collection, handling, re-delivery, and the loss of original packaging. Once a furniture item has been opened and assembled, it can no longer be resold as new. For this reason, our policy applies a 10% service fee to opened items when an exchange is requested.
This approach allows us to keep our product pricing fair for all customers, rather than building repeated logistics costs into our prices. We also send size-check reminders and guides via email and WhatsApp before delivery to help avoid sizing issues.
We understand how frustrating sizing mistakes can be and genuinely aim to be as accommodating as possible. In this instance, however, the service fee reflects the additional service provided rather than a return for refund.
We appreciate the feedback and will continue improving how clearly we communicate these distinctions.
Kind regards
The Sloom Team
You’re absolutely correct that our policy allows furniture items to be opened and tried within 7 days for a full refund. That option was available here, and we’re always happy to process a refund under those terms.
Where the difference comes in is exchanges.
In this case, the original order (Queen) was delivered correctly, after which we assisted with an exchange to a King at your request. Once the King was delivered and assembled, we were then asked to exchange the item again.
An exchange requires additional services, including collection, handling, re-delivery, and the loss of original packaging. Once a furniture item has been opened and assembled, it can no longer be resold as new. For this reason, our policy applies a 10% service fee to opened items when an exchange is requested.
This approach allows us to keep our product pricing fair for all customers, rather than building repeated logistics costs into our prices. We also send size-check reminders and guides via email and WhatsApp before delivery to help avoid sizing issues.
We understand how frustrating sizing mistakes can be and genuinely aim to be as accommodating as possible. In this instance, however, the service fee reflects the additional service provided rather than a return for refund.
We appreciate the feedback and will continue improving how clearly we communicate these distinctions.
Kind regards
The Sloom Team
Sloom's reply13 Jan 2026, 11:57
Official
Hi NickThanks for sharing your experience. We appreciate the opportunity to clarify this.
You’re absolutely correct that our policy allows furniture items to be opened and tried within 7 days for a full refund. That option was available here, and we’re always happy to process a refund under those terms.
Where the difference comes in is exchanges.
In this case, the original order (Queen) was delivered correctly, after which we assisted with an exchange to a King at your request. Once the King was delivered and assembled, we were then asked to exchange the item again.
An exchange requires additional services, including collection, handling, re-delivery, and the loss of original packaging. Once a furniture item has been opened and assembled, it can no longer be resold as new. For this reason, our policy applies a 10% service fee to opened items when an exchange is requested.
This approach allows us to keep our product pricing fair for all customers, rather than building repeated logistics costs into our prices. We also send size-check reminders and guides via email and WhatsApp before delivery to help avoid sizing issues.
We understand how frustrating sizing mistakes can be and genuinely aim to be as accommodating as possible. In this instance, however, the service fee reflects the additional service provided rather than a return for refund.
We appreciate the feedback and will continue improving how clearly we communicate these distinctions.
Kind regards
The Sloom Team
You’re absolutely correct that our policy allows furniture items to be opened and tried within 7 days for a full refund. That option was available here, and we’re always happy to process a refund under those terms.
Where the difference comes in is exchanges.
In this case, the original order (Queen) was delivered correctly, after which we assisted with an exchange to a King at your request. Once the King was delivered and assembled, we were then asked to exchange the item again.
An exchange requires additional services, including collection, handling, re-delivery, and the loss of original packaging. Once a furniture item has been opened and assembled, it can no longer be resold as new. For this reason, our policy applies a 10% service fee to opened items when an exchange is requested.
This approach allows us to keep our product pricing fair for all customers, rather than building repeated logistics costs into our prices. We also send size-check reminders and guides via email and WhatsApp before delivery to help avoid sizing issues.
We understand how frustrating sizing mistakes can be and genuinely aim to be as accommodating as possible. In this instance, however, the service fee reflects the additional service provided rather than a return for refund.
We appreciate the feedback and will continue improving how clearly we communicate these distinctions.
Kind regards
The Sloom Team