SS
Shanon S
1 reviews | Active since Jul 2025
08 Sept 2025, 13:36
BAD QUALITY PRODUCT BAD CUSTOMER SERVICE BY THE MATTRESS WAREHOUSE
I bought a mattress from them (Sealy Posture Premier Wellford Medium)on 25 Aug 2025( Online, Delivered by their Belville branch). Within the first week, the mattress started to give problems. I informed them about this via WhatsApp, where I was advised to send an email to ***. I followed up every week, and the agent promised me that there was nothing to worry about, that it had been reported to their supplier. It's been 4 weeks. No one calls/responds to my WhatsApps and emails. We can hear the springs. If you sit on the bed, the mattress makes loud spring noises and sinks. I am so disappointed in this company.
Helpful (0)
Replies (2)0
Replies (2)
The Mattress Warehouse's replyOfficial
08 Sept 2025, 14:40Good day, Shanon
Thank you for sharing your experience. We're truly sorry to hear about the issues you've had with your mattress and the lack of timely support.
This is not the level of service we strive for, and we sincerely apologise for the inconvenience and frustration caused.
This is not the level of service we strive for, and we sincerely apologise for the inconvenience and frustration caused.
We've escalated your concern to the relevant team and will ensure that someone contacts you directly to resolve this as a priority.
Kind regards,
The Mattress Warehouse
The Mattress Warehouse
The Mattress Warehouse's reply08 Sept 2025, 14:40
Official
Good day, Shanon
Thank you for sharing your experience. We're truly sorry to hear about the issues you've had with your mattress and the lack of timely support.
This is not the level of service we strive for, and we sincerely apologise for the inconvenience and frustration caused.
This is not the level of service we strive for, and we sincerely apologise for the inconvenience and frustration caused.
We've escalated your concern to the relevant team and will ensure that someone contacts you directly to resolve this as a priority.
Kind regards,
The Mattress Warehouse
The Mattress Warehouse
SS
Shanon S's updateReviewer Update
14 Oct 2025, 12:18it is the 14th of October 2025. This still has not been sorted out. They promised me for weeks that the exchange was authorized and that they will organize the exchange, Even asked me to pick a new mattress which I did and then just nothing happened. I followed up and then they started the process again and told me that the people that was working with me resigned like what the hell? No hand over in your company no communication? Make sense because you don't even communicate with your customers. Now today Sealy contacted me asking me that they want to come and inspect But i was promised that it would be and exchange and that it has been authorized. I reported this on time. I give the Mattress Warehouse enough time to sort this out BUT CUSTOMER SATISFACTION IS NOT A PRIORITY. They are making their problem with Sealy my problem and now sending out random people to my home.
SS
Shanon S's update14 Oct 2025, 12:18
Reviewer Update
it is the 14th of October 2025. This still has not been sorted out. They promised me for weeks that the exchange was authorized and that they will organize the exchange, Even asked me to pick a new mattress which I did and then just nothing happened. I followed up and then they started the process again and told me that the people that was working with me resigned like what the hell? No hand over in your company no communication? Make sense because you don't even communicate with your customers. Now today Sealy contacted me asking me that they want to come and inspect But i was promised that it would be and exchange and that it has been authorized. I reported this on time. I give the Mattress Warehouse enough time to sort this out BUT CUSTOMER SATISFACTION IS NOT A PRIORITY. They are making their problem with Sealy my problem and now sending out random people to my home.