Previous great experience, but my online order has been a month-long nightmare

I am extremely disappointed with the service I have received from Mattress Warehouse's online store.

Ironically, this is not my first purchase from Mattress Warehouse. A few years ago, I purchased a mattress from the Centurion branch and it was an excellent experience. If I remember correctly, I received my mattress within a day or two, and the communication throughout the process was smooth and professional. That positive experience gave me the confidence to order from Mattress Warehouse again. Unfortunately, my experience with the online store has been the complete opposite.

On 4 August, I purchased a mattress after being advised that it would be delivered to the warehouse within 6–10 working days. I placed my order well in advance because I needed the mattress for my Airbnb. I was prepared to wait the quoted delivery period, provided I was kept informed. Unfortunately, Mattress Warehouse's lack of communication meant that, by the time they eventually advised me of the backlog, my need for the mattress had become urgent and I could no longer wait indefinitely.

After placing my order, I received no updates whatsoever. It was only on 18 August, well after the promised delivery period had already passed, that Nollah Mbokota contacted me to advise there was a backlog. This information should have been communicated much earlier instead of leaving me wondering what had happened to my order.

Because Mattress Warehouse could not provide any indication of when the mattress would actually be available, I requested a full refund on 20 August. Rather than processing my request, Nollah only responded two days later by offering me a different mattress. By that stage, I no longer had time to begin the shopping process all over again, so I reiterated that I wanted a refund.

Unfortunately, the poor communication continued. Nollah became unresponsive again and only rep**** on 24 August, after I had followed up myself. She then sent me a refund form, which I completed and returned on 25 August. She confirmed that she had received it.

31 August, I still had no refund and had received no further communication. Once again, I had to follow up, only to be told that refunds are processed on Fridays. Why didnt she tell me this when I initiated the refund or even when I returned the refund form? 2 Fridays later and there is still no refund and no communication.

Today is 9 September, and I still have no mattress, no refund, and no communication from Mattress Warehouse. It has now been more than a month since I paid for an order that was never fulfilled, yet I still do not have my money back.

I understand that stock shortages and backlogs can happen. However, what I cannot accept is the lack of proactive communication and the repeated need for me to chase updates every step of the way. Customers should not have to follow up repeatedly for information or wait weeks for a refund after cancelling an order because the company was unable to deliver.

Based on my previous experience, I know Mattress Warehouse is capable of providing excellent service. That is why this experience has been so disappointing. It leaves me wondering whether the issues lie specifically with the company's online ordering and customer service processes, because the difference between my in-store experience and this online experience has been completely different.

I hate posting negative public reviews. I would have much preferred for this matter to be resolved directly with Mattress Warehouse. However, after weeks of delayed responses, repeated follow-ups on my part, and still no refund or meaningful communication, I have unfortunately been left with no other option but to share my experience publicly in the hope that it finally receives the attention it deserves and I get my refund.

I am simply requesting that Mattress Warehouse process my refund without any further delay and improve the communication and refund processes for its online customers.