1 reviews | Active since Jan 2022
Think twice before buying from them!
I purchased a Serta Comfort Cloud Plush mattress from The Mattress Warehouse for R9,999, after being assured I could return it under their 100 Day Comfort Trial.
The mattress developed significant sagging and hollowing from the first night. I followed their requirements, including purchasing a mattress protector and waiting 30 days before lodging my complaint.
Despite providing photographs and videos, I have spent months trying to obtain a resolution. The company attributed the problem to my bed base, although my previous mattress had been used on the same base for six years without this issue.
Furthermore, at least 3 staff members, including the sales agent, Zonke Lwana, have told me that the store is owned by Indian who conduct racial profiling. So depending on the colour of your skin, you will be sent from pillar to post, and they will do all they can to frustrate you from your consumer protection rights.
I have now escalated the matter to the National Consumer Commission.
I paid R10,520 and still have a defective mattress and no refund. Based on my experience, I would strongly recommend potential customers think carefully before purchasing from The Mattress Warehouse.
Thank you for detailing your experience with your Serta Comfort Cloud Plush mattress, and please accept our sincere apologies.We regret that your mattress developed sagging so early on, and will ensure that all measures are taken to get this resolved. We also take the comments you attribute to staff members extremely seriously; this is not language or conduct we condone, and it will be investigated directly with the individuals concerned.
We would like the opportunity to review your case in full, including the bed base assessment, and reach a fair outcome regarding your refund. We will also engage constructively with the National Consumer Commission on this matter.
A member of our management team will contact you directly to resolve this.
Kind regards,
The Mattress Warehouse Team
Thank you for detailing your experience with your Serta Comfort Cloud Plush mattress, and please accept our sincere apologies.We regret that your mattress developed sagging so early on, and will ensure that all measures are taken to get this resolved. We also take the comments you attribute to staff members extremely seriously; this is not language or conduct we condone, and it will be investigated directly with the individuals concerned.
We would like the opportunity to review your case in full, including the bed base assessment, and reach a fair outcome regarding your refund. We will also engage constructively with the National Consumer Commission on this matter.
A member of our management team will contact you directly to resolve this.
Kind regards,
The Mattress Warehouse Team