kP
katlego P
1 reviews | Active since Jul 2013
28 Apr 2026, 11:32
Faulty Mattress and Poor Service Order TMW O 542201 We purchased a king size Kooi Performa bed in Jan with a Sealy mattress protector
Faulty Mattress and Poor Service Order TMW O 542201 We purchased a king size Kooi Performa bed in Jan with a Sealy mattress protector. This is our third purchase from Mattress Warehouse so we expected better service. Delivery was delayed and only received mid to late Feb. After just 2 months the mattress is faulty one side makes a loud squeaky noise when getting on off or moving which is unacceptable. I contacted the WhatsApp line last Tuesday and was instructed to email Colleen with photos which I did immediately. No response has been received. This has become a pattern. Follow ups with Nadine have been very disappointing. She has taken no ownership offered no apology and repeatedly only states Colleen will call. When asked about the lack of response she said she did not know and provided no urgency. This is the second time I deal with her and the service remains unacceptable. We expect urgent resolution inspection and replacement or refund. We will not recommend Mattress Warehouse again
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Replies (2)
The Mattress Warehouse's replyOfficial
29 Apr 2026, 10:06Good day, Katlego
Thank you for reaching out and sharing your concerns.
Our sincere apologies for the inconvenience caused and lack of proper assistance. This is certainly the level of service we aim to deliver.
Please note that your complaint was escalated to our Customer Care team who will ensure that the complaint get's resolved as soon as possible.
Again, we are truly sorry and will ensure to turn your experience around.
Kind regards,
The Mattress Warehouse
Thank you for reaching out and sharing your concerns.
Our sincere apologies for the inconvenience caused and lack of proper assistance. This is certainly the level of service we aim to deliver.
Please note that your complaint was escalated to our Customer Care team who will ensure that the complaint get's resolved as soon as possible.
Again, we are truly sorry and will ensure to turn your experience around.
Kind regards,
The Mattress Warehouse
The Mattress Warehouse's reply29 Apr 2026, 10:06
Official
Good day, Katlego
Thank you for reaching out and sharing your concerns.
Our sincere apologies for the inconvenience caused and lack of proper assistance. This is certainly the level of service we aim to deliver.
Please note that your complaint was escalated to our Customer Care team who will ensure that the complaint get's resolved as soon as possible.
Again, we are truly sorry and will ensure to turn your experience around.
Kind regards,
The Mattress Warehouse
Thank you for reaching out and sharing your concerns.
Our sincere apologies for the inconvenience caused and lack of proper assistance. This is certainly the level of service we aim to deliver.
Please note that your complaint was escalated to our Customer Care team who will ensure that the complaint get's resolved as soon as possible.
Again, we are truly sorry and will ensure to turn your experience around.
Kind regards,
The Mattress Warehouse
kP
katlego P's updateReviewer Update
18 Jun 2026, 10:54Thank you for your response dated 29 April, in which you apologised for the inconvenience and advised that my complaint had been escalated to your Customer Care team for urgent resolution.
Unfortunately, we are now nearing the end of June and absolutely nothing has been resolved.
Since lodging this complaint in February/March, no inspector has visited to assess the mattress, no meaningful progress has been made, and no resolution has been provided. The consultant assigned to this matter, Colleen, has been largely unresponsive. On the rare occasions that we do receive communication, it is simply to advise that she has been on leave, while the matter remains unresolved.
Approximately three weeks ago, I contacted Mattress Warehouse again and was assured that this issue was receiving attention and that action would be taken. Despite those assurances, we are still in exactly the same position.
What is most disappointing is that Mattress Warehouse was able to process payment immediately when the product was purchased, yet months later there appears to be no urgency when it comes to addressing a legitimate customer complaint.
At this point, your apology and acknowledgement mean very little without action. Customers should not have to repeatedly chase a company for months to obtain assistance with a matter that should have been addressed long ago.
As a result of the continued delays, lack of communication, and failure to resolve this matter, I will now be escalating my complaint through all available channels. I have been patient and have given Mattress Warehouse more than enough opportunity to rectify the situation, but my patience has been exhausted.
Unfortunately, we are now nearing the end of June and absolutely nothing has been resolved.
Since lodging this complaint in February/March, no inspector has visited to assess the mattress, no meaningful progress has been made, and no resolution has been provided. The consultant assigned to this matter, Colleen, has been largely unresponsive. On the rare occasions that we do receive communication, it is simply to advise that she has been on leave, while the matter remains unresolved.
Approximately three weeks ago, I contacted Mattress Warehouse again and was assured that this issue was receiving attention and that action would be taken. Despite those assurances, we are still in exactly the same position.
What is most disappointing is that Mattress Warehouse was able to process payment immediately when the product was purchased, yet months later there appears to be no urgency when it comes to addressing a legitimate customer complaint.
At this point, your apology and acknowledgement mean very little without action. Customers should not have to repeatedly chase a company for months to obtain assistance with a matter that should have been addressed long ago.
As a result of the continued delays, lack of communication, and failure to resolve this matter, I will now be escalating my complaint through all available channels. I have been patient and have given Mattress Warehouse more than enough opportunity to rectify the situation, but my patience has been exhausted.
kP
katlego P's update18 Jun 2026, 10:54
Reviewer Update
Thank you for your response dated 29 April, in which you apologised for the inconvenience and advised that my complaint had been escalated to your Customer Care team for urgent resolution.
Unfortunately, we are now nearing the end of June and absolutely nothing has been resolved.
Since lodging this complaint in February/March, no inspector has visited to assess the mattress, no meaningful progress has been made, and no resolution has been provided. The consultant assigned to this matter, Colleen, has been largely unresponsive. On the rare occasions that we do receive communication, it is simply to advise that she has been on leave, while the matter remains unresolved.
Approximately three weeks ago, I contacted Mattress Warehouse again and was assured that this issue was receiving attention and that action would be taken. Despite those assurances, we are still in exactly the same position.
What is most disappointing is that Mattress Warehouse was able to process payment immediately when the product was purchased, yet months later there appears to be no urgency when it comes to addressing a legitimate customer complaint.
At this point, your apology and acknowledgement mean very little without action. Customers should not have to repeatedly chase a company for months to obtain assistance with a matter that should have been addressed long ago.
As a result of the continued delays, lack of communication, and failure to resolve this matter, I will now be escalating my complaint through all available channels. I have been patient and have given Mattress Warehouse more than enough opportunity to rectify the situation, but my patience has been exhausted.
Unfortunately, we are now nearing the end of June and absolutely nothing has been resolved.
Since lodging this complaint in February/March, no inspector has visited to assess the mattress, no meaningful progress has been made, and no resolution has been provided. The consultant assigned to this matter, Colleen, has been largely unresponsive. On the rare occasions that we do receive communication, it is simply to advise that she has been on leave, while the matter remains unresolved.
Approximately three weeks ago, I contacted Mattress Warehouse again and was assured that this issue was receiving attention and that action would be taken. Despite those assurances, we are still in exactly the same position.
What is most disappointing is that Mattress Warehouse was able to process payment immediately when the product was purchased, yet months later there appears to be no urgency when it comes to addressing a legitimate customer complaint.
At this point, your apology and acknowledgement mean very little without action. Customers should not have to repeatedly chase a company for months to obtain assistance with a matter that should have been addressed long ago.
As a result of the continued delays, lack of communication, and failure to resolve this matter, I will now be escalating my complaint through all available channels. I have been patient and have given Mattress Warehouse more than enough opportunity to rectify the situation, but my patience has been exhausted.