Extremely poor service from The Mattress Warehouse

To whom it may concern,

I am in the process of moving to Cape Town, but have been based in Stellenbosch for the last month. I ordered a mattress from The Mattress Warehouse on the 28th of January 2019. I arranged with one of the sales consultants, in your Maitland branch (Kim) that I would be coming back to Cape Town specifically to receive the order. She understood this and confirmed that the mattress would be delivered on the morning of the 30th.

I contacted her the first time at 12.00 pm, on Wednesday the 30th, after the goods were not delivered, she assured me that they were running late and the mattress would be delivered just after 13.00 pm. The mattress was not delivered, so I contacted her again at 15.00pm and asked wether the mattress would be delivered, as I had no other bed to sleep in and would otherwise need to make other arrangements or go back to Stellenbosch. She reassured me that the mattress would be delivered, on the 30th, but she could not give me a time. At 16.50 pm I contacted her a third time, after the mattress had not been delivered. Again, she reassured me that the mattress would be delivered on the Wednesday the 30th. Needless to say, the mattress was not delivered.

I am really disappointed in your service. You can improve a great deal with regards to your customer-communication loop. Obviously, your store closed at 17.00 pm, I was left having to take your sale consultant's word, which didn't come to pass. I received no courtesy call, -message or -email telling me the delivery was/would be delayed. This would have allowed me an opportunity to make an alternative arrangement. In stead I was homebound the entire day and still without a bed at night.

I would warn other potential customers to proceed with caution with The Mattress Warehouse. If their initial service is this poor I can only imagine what their after-service must be like! Dial-a-bed will take my business.

Regards, Chris