Poor QA, Poor Customer service. No repect for customers

I actually do not know where to start with this, but I think it is good that others know what to expect when buying Cloud 9 mattresses through The Mattress Warehouse (TMW). I have used TMW in Randburg before and bought 2 single Cloud nine superior comfort mattresses about a year ago, both of which was soiled /damaged on delivery which btw took longer to be delivered than what was promised. Both was sent rejected on delivery and sent back and replaced after numerous phone calls and effort after a few weeks. Somehow once your credit card transaction goes through, TMW passes the buck to whatever warehouse / manufacturer you receive your mattress from and you are on your own.

That brings me to my latest encounter with TMW -12:30 today. I decided that since my experience was so bad with the previous purchase that I would only buy something that is currently in stock and on the shelf - this time in Midrand. I enquired about stock of the Cloud nine Airborne single and drove there today, bought the mattress and when they loaded it onto my bakkie I inspected it based on my previous experience with dealing with TMW. I almost lost it. There was shoe and soil marks on the mattress inside the sealed plastic protection. Does Cloud nine build their mattresses in a field on a farm? Where is the QA of both Cloud nine or TMW even after I told the branch manager about my previous experience with the Randburg branch and he said they would check.??? Well the mattress was immediately offloaded again and at first I was promised a better replacement as there was no other stock available. Later I was told that TMW contacted Cloud nine and that a new mattress would be delivered directly from the Cloud nine warehouse to my home this afternoon. This afternoon at 4pm I got a "Can we please deliver tomorrow?" from TMW on which I said I am unfortunately not in Gauteng tomorrow and I was told that they would then still deliver today. They even confirmed landmarks near where I stay (Randburg). It is now 7pm. No delivery and no mobile number to call to enquire.

This is my issue. I had to take an afternoon off from work waiting for a truck that never arrived. Still sitting at home with no delivery. No phone call, no lame excuse. Poor quality control by TMW and Cloud nine. Over promise and once the sale is done you are on your own.

Fool me once, shame on you. Fool me twice, shame on me. - There will not be a 3rd purchase by me from The Mattress Warehouse - ever.

Just deliver my mattress (clean and in good condition) and lets part ways.