Order Number: TMW-O-566618

Dear Monique / Management, I refer to my order TMW-O-566618, placed and paid for on 6 September 2026, for the Cloud Nine Ortho Spine King Mattress, for which I paid R10,479.50. I appreciate your efforts to investigate the matter. However, I am now formally placing on record that I am not prepared to accept an indefinite or open-ended waiting period. I have received materially conflicting information regarding the availability and delivery of the mattress: 1. The mattress was available for purchase on your website and payment was accepted. 2. I was subsequently informed via WhatsApp that the mattress was out of stock and that the ETA was 4–6 weeks. 3. I was subsequently informed by email that the expected timeframe was 7–10 business days. 4. Your current website indicates a delivery estimate of 6–10 business days. 5. Despite my repeated requests, I have still not been provided with a definite delivery date. I note that you have acknowledged in writing that your website permits customers to purchase stock despite the product potentially being out of stock. I therefore request that management urgently resolve this matter in terms of my rights under the Consumer Protection Act 68 of 2008, including sections 19, 41 and 47 where applicable. My primary request is that my original transaction be honoured and that the Cloud Nine Ortho Spine King Mattress that I purchased and paid for be supp**** without further delay and at the agreed purchase price of R10,479.50. If the exact model cannot be supp**** within a reasonable and definite timeframe, I request that you provide, at no additional cost to me, a Cloud Nine mattress of equivalent or higher value/specification as an alternative resolution. I am not requesting an unwanted upgrade or attempting to change my order. I am seeking a resolution to the supplier’s inability to provide the specific goods for which payment has already been accepted. If you are unable to fulfil the original order, please confirm this in writing and provide me with your proposed remedy, including the timeframe for a full refund. Please provide me with a definitive written response and delivery date by 12:00 on Friday, 18 September 2026 Should this matter not be satisfactorily resolved, I will escalate the complaint to the appropriate consumer dispute-resolution bodies and provide them with the complete documentary record, including the order confirmation, proof of payment, website screenshots, WhatsApp correspondence and email correspondence. I reserve all my rights in terms of the Consumer Protection Act. Kind regards, Wilna-Lize Smit