A FIRM Sealy mattress, brand new now has a HOLLOW after 6 nights

Incredibly unsatisfactory experience I've ever had. 1. I have a back problem. 2. I have to have the correct firm mattress.

We went into the store a few months ago and then again on 5 August 2024 to purchase a Sealy Arrezo XL Base and Firm mattress. Price R9000,00 paid in full and bed to be delivered about the 12th August.

Store phoned me to advise there's no stock of XL so it must be made 7-10 working days. No contact, no bed. We phoned and were told it has to be made first, its not a stock item. The old bed had been given away by now. So, the store arranged for one of their brand's beds to be delivered to us to use until ours was made. It was not a firm one. I appreciated the gesture and didn't complain. After again not hearing from the store, I called the factory in Krugersdorp called Dynamic Bedding. The person said she would check up for me what was actually going on. She did call me back with feedback - the bed was being made. After a few days the Store called = they were receiving a delivery "today" Store called again = sorry no Sealy's delivered "today". On 22 August (12 working days since order placed) the bed arrives, and the borrowed bed is taken back. I slept on it 22,23,24,25 and my back is getting sore, same on 26 and 27 August. This morning (28th) , I awake with a really sore back and pull all the bedding off. There is a hollow where I sleep. My partner takes a photo, goes to the store to complain. There is an area manager on site. He hears the complaining customer and first dallies around on a call. He then says they can give a refund and take the bed back ....

How is this going to help after all we've been through and now, we must go through it again.

The Bed Store: this is not acceptable service Sealy: this is not an acceptable product