Complaint Regarding Purchase and Communication from Bonolo Mpya, Montana Branch

I recently purchased a king-size mattress from your company. On 2 October, I searched on Google for a suitable replacement for my current mattress. The “Slumberland Tiger Activ Firm Mattress King” came up as an option, and after reading the specs, I made the purchase online, mainly because the free delivery offer was appealing. I understood the delivery timeframe would be 7-10 working days.

The first I heard from The Mattress Warehouse was via email on 8 October, and let me share the exact message I received from Bonolo Mpya at your Montana branch:

"Good Day Xuan

Thank you for placing your order with The Mattress Warehouse. Just to let you know, your phone took us to voicemail. Please provide us with an alternative number and Please note that the production line for you mattress is almost complete and we will arrange delivery once we have the unit with us.

Your account number:475411DU

We would like to confirm your order for the:

Slumberland Tiger Activ Firm - King Mattress is received.

Please note that we advise that a Waterproof Mattress Protector should

be purchased for the above-mentioned unit.

IMPORTANT NOTICE:

Should you not purchase a Mattress Protector, please note that the following will be influenced:

· You will unfortunately not qualify for the 100-Day Comfort Exchange.

· If the mattress is stained and soiled without the use of a mattress

protector this will affect your warranties and guarantees

· We as the Retailer (The Mattress Warehouse) are not holders of the

Warranty and Guarantee and therefore do not have the authority or

influence.

Please find attached our Terms and Conditions for your attention.

Should you have any questions, please do not hesitate to contact us

Thank you for your support and patience.

Kind Regards"

NOTE: All the spaces in the above is exactly how it got it. In fact, this complaint does not give the "real feel" of reading the email from Bonolo!

My first thought? Not that I had purchased from a reputable company, but from one of those sketchy stores where five ladies sit in an alley making knockoff furniture.

This email was also the first time I heard about your 100-night in-home trial and all the ridiculous terms attached to it. Let’s be honest—most clients, myself included, would not be combing through your entire site to find out that, buried somewhere, is the fact that if you don’t buy a mattress protector (which costs an extra R800), there’s basically no chance of exchanging the mattress. Not to mention, if you do want to use the trial, it’ll cost you an additional R1000, plus delivery fees. So much for “free delivery.”

My complaint isn’t about the 100-night trial itself, or even its ridiculous terms. My issue is how you handle this information. Instead of it being clearly laid out during the purchasing process, I find out through an atrociously unprofessional email from someone like Bonolo Mpya. This whole experience made me feel like I was dealing with a ***** back-alley business rather than a reputable company.

The way you handle post-purchase communication and how you introduce these hidden terms is appalling, to say the least. I would’ve expected far better from a company that is supposedly well-established in this industry.