Break Down In Service Delivery

I am highly disappointed in the level of service and the lack of feedback I am receiving from you guys. I made an error in ordering the wrong size mattress. I ordered a double and I should have ordered a queen.

I then called you guys early round about 8:30 on 14/02/2022. I was notified by Branden that he would send me an email at the end of the day with the required information to replace the bed with the correct side. Branden did not send the email as promised he gave me an excuse the next day when I called to follow up that their must have been an error in my email address, which is interesting since all my order info came to my email. I asked him if I make an immediate payment would it speed up the process, to which he agreed that it would. So I decided to incurred the extra cost in order to get things done as soon as possible. at this point I was not provided with a turn around time. I then called back once I made payment and sent proof on 15/02/2022 . I could not get through to Branden and left at message at 09:00 requesting feedback., by 12:00 I had still not received feedback and called back to find Brandon is still not available. but I could hear him telling the person I was speaking to what to say on the call. I asked for the mattress to be delivered by 17/02/2022, but I was informed indirectly by Branden that it will be delivered by 18/02/2022. today the 17/02/2022 I contacted the mattress warehouse in Pretoria, which is really bad customer service why should I keep following up with you guys. I was told by Branden he is not aware what the hold up it and that he would find out. an hour later still no response I call back and was notified that credits happen at 15:00 and that he would make sure all is sorted by tomorrow the 18/02/2022.

It is unreasonable for the warehouse to have stock and for it to be so nearby to my house and for you to take 5 days to deliver. Then there is the total lack of customer service and non existent customer expectation management.

if this mattress is not delivered by tomorrow 18/02/2022 I would like to get a full refund and for you guys to come and collect your mattress. as I can not afford to deal with a company who does no respect its customers.

I have not even included in this complaint the hassle I had get the first mattress delivered. really bad first impression mattress warehouse.

Charles Ford