Mattress Warehouse - No Stock, No Refund, No Accountability!

I placed order TMW-O-534971 with The Mattress Warehouse on 8 December 2025, expecting the advertised 5–7 day turnaround, but when I enquired on 11 December I was told the item was out of stock. This was unacceptable, as sale items should not be listed online if stock is unavailable, and I should have been informed immediately. Although I was willing to accept an alternative, no suitable option in the same brand and class was offered, so I requested a refund and submitted the forms the same day. Since then, despite daily follow-ups with Monique Jordaan and with this brought under the attention of Amber Hasenjager, the Regional Sales Manager, I have only received repeated excuses and shifting promises, including claims on 22 and 24 December that the refund had been processed, yet no payment has reflected.

This experience has been frustrating and disappointing, especially from a company that promotes the slogan “In the end, what we do, shows who we are.”

What I expect now is immediate completion of the refund, transparent communication with a confirmed payment date, and a review of internal processes to ensure customers are not misled about stock availability or left waiting for refunds in future.