Scores reflect the Overall AI Score for each category
Based on recent customer reviews, The Mattress Warehouse earns strong praise for its named delivery crews and online sales consultants, who are described as communicative, punctual and willing to assemble beds on site. A recurring theme, however, is stock availability and fulfilment timelines slipping well past advertised windows, with refunds and warranty claims proving the hardest part of the experience to resolve.
Top Strengths:
- •Customer Service & Support: Customers consistently name individual consultants such as Naushaad, Nadine, Zonke and Jadene for proactive updates, patient product advice and post delivery check in calls. Where staff take ownership, difficult orders are turned into loyal, repeat customers.
Replied to 99% of negative reviews
Reply time on negative reviews: 9h 4m
TrustIndex
8.6
Ranking
#2
in Online Shopping
Reply Time
8h 38m
NPS Score
43
Recommended: Likely
Replied to 99% of negative reviews
Reply time on negative reviews: 9h 4m
Nov '25 - Oct '26
Frequently Asked Questions About The Mattress Warehouse
What do customers say about The Mattress Warehouse?
Based on recent customer reviews, The Mattress Warehouse earns strong praise for its named delivery crews and online sales consultants, who are described as communicative, punctual and willing to assemble beds on site. A recurring theme, however, is stock availability and fulfilment timelines slipping well past advertised windows, with refunds and warranty claims proving the hardest part of the experience to resolve.
What is The Mattress Warehouse's biggest strength?
The Mattress Warehouse's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customers consistently name individual consultants such as Naushaad, Nadine, Zonke and Jadene for proactive updates, patient product advice and post delivery check in calls. Where staff take ownership, difficult orders are turned into loyal, repeat customers.
What are the most common complaints about The Mattress Warehouse?
The most common complaint about The Mattress Warehouse, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. A recurring theme is warranty claims and refunds stalling for weeks or months, with blame shifted to manufacturers, inspections never arranged and customers escalating to the Consumer Goods Ombud before any resolution occurs.
How does The Mattress Warehouse compare to other Online Shopping companies?
The Mattress Warehouse scores 3 out of 5 on Hellopeter's AI analysis of service quality in Online Shopping, compared to the Online Shopping industry average of 1.9. Their strongest theme is Delivery & Shipping (3.7); their weakest is Website & App (2.3). The top AI-rated Online Shopping business on Hellopeter is UBUY (4.5). How is the AI Score calculated? →
Is The Mattress Warehouse trustworthy?
The Mattress Warehouse has a TrustIndex of 8.6 out of 10 on Hellopeter, based on 806 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 9 hours 4 min. Hellopeter has tracked The Mattress Warehouse across 6,626 total reviews. How is the TrustIndex calculated? →
Recent reviews (806)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2022
Great service !
Great service from The Mattress Warehouse - simple online process with regular updates from Naushaad. Prompt delivery well ahead of expected date. Delivery Team of Mboh & Thabani, prompt, courteous and professional. Will definitely continue to use The MW.
1 reviews | Active since Jun 2022
Great service !
Great service from The Mattress Warehouse - simple online process with regular updates from Naushaad. Prompt delivery well ahead of expected date. Delivery Team of Mboh & Thabani, prompt, courteous and professional. Will definitely continue to use The MW.
1 reviews | Active since Oct 2026
Purchasing from The Mattress Warehouse has been an absolute pleasure
Purchasing from The Mattress Warehouse has been an absolute pleasure. Their service was top notch, from helping me choose the right mattress to delivering and set up.
1 reviews | Active since Oct 2026
Purchasing from The Mattress Warehouse has been an absolute pleasure
Purchasing from The Mattress Warehouse has been an absolute pleasure. Their service was top notch, from helping me choose the right mattress to delivering and set up.
1 reviews | Active since Oct 2026
Had a great service from Siboniso from the moment i stepped in the shop at Umhlanga
Had a great service from Siboniso from the moment i stepped in the shop at Umhlanga. Showed me options based on my needs and budget. Was patient & giving all info I needed. Thabani and Mboh also gave wonderful service when doing delivery, they arrived on time, were super friendly, it was difficult getting bed up the stairs but were patient and managed. I highly recommend Mattress Warehouse, great service and good quality products.
1 reviews | Active since Oct 2026
Had a great service from Siboniso from the moment i stepped in the shop at Umhlanga
Had a great service from Siboniso from the moment i stepped in the shop at Umhlanga. Showed me options based on my needs and budget. Was patient & giving all info I needed. Thabani and Mboh also gave wonderful service when doing delivery, they arrived on time, were super friendly, it was difficult getting bed up the stairs but were patient and managed. I highly recommend Mattress Warehouse, great service and good quality products.
1 reviews | Active since Aug 2012
Good and fast service
Excellent service from Monique,Andre and Phillip(delivery guy).I got my order in good condition and very happy with the service I received.Phillip was fast after receiving my location and delivered within a few minutes.
1 reviews | Active since Aug 2012
Good and fast service
Excellent service from Monique,Andre and Phillip(delivery guy).I got my order in good condition and very happy with the service I received.Phillip was fast after receiving my location and delivered within a few minutes.
1 reviews | Active since Jul 2020
I have never received such excellent service in a long time
I have never received such excellent service in a long time. Cade Lawrence was a superstar. Not only did they deliver on time but he surprised me by correcting my order the same day and gave me a wonderful surprise. Thank you.
1 reviews | Active since Jul 2020
I have never received such excellent service in a long time
I have never received such excellent service in a long time. Cade Lawrence was a superstar. Not only did they deliver on time but he surprised me by correcting my order the same day and gave me a wonderful surprise. Thank you.
1 reviews | Active since Apr 2022
I purchased a bed from Mattress Warehouse in Polokwane about two years ago, and after some time, ...
I purchased a bed from Mattress Warehouse in Polokwane about two years ago, and after some time, I noticed a bit of sagging. I reached out to the store, and I must say, the customer service I received was absolutely exceptional! A special thank you to the manager, Andries, who assisted me throughout the process. Without hesitation, they arranged an exchange, I received a brand-new, beautiful bed at absolutely no additional cost! The delivery team, Philip and Tsepo, were equally amazing! Such polite, gentle, professional and helpful gentlemen. They handled everything with care and made the entire experience seamless. It's rare to find a company that stands behind its products and values its customers even years after a purchase. This is not a paid promotion, just a genuinely happy customer giving credit where it's due!
1 reviews | Active since Apr 2022
I purchased a bed from Mattress Warehouse in Polokwane about two years ago, and after some time, ...
I purchased a bed from Mattress Warehouse in Polokwane about two years ago, and after some time, I noticed a bit of sagging. I reached out to the store, and I must say, the customer service I received was absolutely exceptional! A special thank you to the manager, Andries, who assisted me throughout the process. Without hesitation, they arranged an exchange, I received a brand-new, beautiful bed at absolutely no additional cost! The delivery team, Philip and Tsepo, were equally amazing! Such polite, gentle, professional and helpful gentlemen. They handled everything with care and made the entire experience seamless. It's rare to find a company that stands behind its products and values its customers even years after a purchase. This is not a paid promotion, just a genuinely happy customer giving credit where it's due!
1 reviews | Active since Sept 2021
Exceptional service
All round wonderful experience. From the day I ordered, confirmation of order and delivery arrangements.The base I ordered this morning was delivered with the mattress I ordered on Friday. The delivery guys Victor an Sbongiseni was very friendly and quick. Their explanation of the paperwork was excellent. If I could I would have given them 6 out of 5 stars. Keep up the good work. Will definitely recommend their service
1 reviews | Active since Sept 2021
Exceptional service
All round wonderful experience. From the day I ordered, confirmation of order and delivery arrangements.The base I ordered this morning was delivered with the mattress I ordered on Friday. The delivery guys Victor an Sbongiseni was very friendly and quick. Their explanation of the paperwork was excellent. If I could I would have given them 6 out of 5 stars. Keep up the good work. Will definitely recommend their service