PR
Pieter R

1 reviews | Active since Dec 2009

30 Sept 2025, 09:36

Broken promises and non-delivery leave us sleeping on the floor

On the 15th of September I bought three mattresses for our holiday home, with the expectation being set that delivery would take place within two weeks, in time for the school holidays. Yesterday the regional distribution centre called me and committed to delivering two of the three this week, which already exceeded what they had committed to, but would still have been in time for the holidays. Based on that commitment, I agreed to buy a fourth mattress, only to learn this morning that there will be no delivery before next week. That will be more than three weeks since my first order, to deliver half the items ordered. This means that my family will have to sleep on the ground until we eventually receive the mattresses or I will have to spend money buying inflatable mattresses. In any event, I don't trust any promises from Mattress Warehouse anymore and now have no idea if or when I can expect delivery.

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Replies (3)
The Mattress Warehouse
The Mattress Warehouse's reply30 Sept 2025, 10:06
Official
Good day, Pieter

Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and inconvenience caused.

We understand how important it was for your order to arrive in time for the school holidays, and we deeply regret that we failed to meet the expectations set, after multiple commitments were made and then not honored. This is far from the level of service we strive to provide, and we acknowledge the impact this has had on your holiday plans and your family’s comfort.

Please be assured that your feedback has been escalated to senior management and the relevant logistics teams for urgent review and resolution. Our team will be reaching out directly to you to provide a clear update and to do everything possible to rectify this situation promptly.

We appreciate your patience and the opportunity to make things right.

Kind regards,
The Mattress Warehouse
PR
Pieter R's update30 Sept 2025, 10:22
Reviewer Update
Thank you for the prompt response. Your distribution centre has been in contact. Let us hope they do in fact manage to honour their promise to deliver the two mattresses this week.
PR
Pieter R's update13 Nov 2025, 20:29
Reviewer Update
It took more than a month for the Mattress Warehouse to refund me, even though they promised to resolve this promptly. Not an experience to be repeated. A bad experience from start to finish.