PR
Pieter R
1 reviews | Active since Dec 2009
03 Oct 2025, 17:00
Tonight my family and I will have to sleep on the floor
Tonight my family and I will have to sleep on the floor. I bought four mattresses from the Mattress Warehouse, of which three should have been delivered this week. I have been checking in with them almost daily, with multiple promises of delivery the next day. It is now almost 17:00 om a Friday afternoon and, guess what, still no delivery! We will reachmour newly refurbished house in an hour’s time, beds all assembled and no mattresses in sight, so tonight my family will be sleeping on the floor. I am at the point now of cancelling my order and demanding a refund, because the promises and lies are more than I am able to contend with. What is worst, is that one of their staff in Bloemfontein offered me the choice of a mattress protector or pillow to make up for the inconvenience of sleeping on the floor! Talk about adding insult to injury! Last time I am dealing with this unreliable, dishonest outfit.
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Replies (3)
The Mattress Warehouse's replyOfficial
03 Oct 2025, 17:33Good day, Pieter
We are truly sorry to read about your experience and the deep frustration and inconvenience it has caused you and your family.
There is no excuse for a situation where a family is left to sleep on the floor due to repeated missed delivery promises, and we fully understand how upsetting this must be, especially after the excitement of moving into your newly refurbished home.
Unfortunately, our courier partner was not transparent with their route planning and failed to collect your order on the day they were scheduled to do so. This directly impacted your delivery, and we are extremely disappointed in the service you received as a result. Please know that we are addressing this with the courier company as a matter of urgency.
We also understand your frustration with the offer made in-store — while it may have been well-intentioned, it clearly missed the mark and did not reflect the seriousness of your situation. We are addressing this internally as well.
Please allow us the opportunity to make this right. A member of our senior customer service team is actively working together with the team to confirm delivery arrangements and discuss how we can regain your trust.
Once again, we are truly sorry for the distress this has caused and are committed to resolving this swiftly and properly.
Kind regards,
The Mattress Warehouse
The Mattress Warehouse's reply03 Oct 2025, 17:33
Official
Good day, Pieter
We are truly sorry to read about your experience and the deep frustration and inconvenience it has caused you and your family.
There is no excuse for a situation where a family is left to sleep on the floor due to repeated missed delivery promises, and we fully understand how upsetting this must be, especially after the excitement of moving into your newly refurbished home.
Unfortunately, our courier partner was not transparent with their route planning and failed to collect your order on the day they were scheduled to do so. This directly impacted your delivery, and we are extremely disappointed in the service you received as a result. Please know that we are addressing this with the courier company as a matter of urgency.
We also understand your frustration with the offer made in-store — while it may have been well-intentioned, it clearly missed the mark and did not reflect the seriousness of your situation. We are addressing this internally as well.
Please allow us the opportunity to make this right. A member of our senior customer service team is actively working together with the team to confirm delivery arrangements and discuss how we can regain your trust.
Once again, we are truly sorry for the distress this has caused and are committed to resolving this swiftly and properly.
Kind regards,
The Mattress Warehouse
PR
Pieter R's updateReviewer Update
04 Oct 2025, 11:23This is the secons time you apologise for poor service. The person in Bloemfontein offered me a free pillow or mattress protector to “make up for the inconvenience”. Imagine that! What nonsense! Somebody more senior called me around 19:00 last night to commiserate about the fact that we had to face the cold floor for the night. No real solutions, just promises and all-round pathetic service. Yesterday I spoke to fivw different people. The left hand at Mattress Watehouse does not know what the right hand is doing. My memory of the first night in our new home will forever be how badly we were down by Mattress Warehouse. I have cancelled the order and hope you have the integrity to refund me. This morning I did what I should have done in the first place. I drove to Bethlehem and bought three mattresses from a local supplier. Reasonable prices and good service from the local guy. Much better alternative to Mattress Warehouse, to whom I can just say, hasta la vista!
PR
Pieter R's update04 Oct 2025, 11:23
Reviewer Update
This is the secons time you apologise for poor service. The person in Bloemfontein offered me a free pillow or mattress protector to “make up for the inconvenience”. Imagine that! What nonsense! Somebody more senior called me around 19:00 last night to commiserate about the fact that we had to face the cold floor for the night. No real solutions, just promises and all-round pathetic service. Yesterday I spoke to fivw different people. The left hand at Mattress Watehouse does not know what the right hand is doing. My memory of the first night in our new home will forever be how badly we were down by Mattress Warehouse. I have cancelled the order and hope you have the integrity to refund me. This morning I did what I should have done in the first place. I drove to Bethlehem and bought three mattresses from a local supplier. Reasonable prices and good service from the local guy. Much better alternative to Mattress Warehouse, to whom I can just say, hasta la vista!
PR
Pieter R's updateReviewer Update
02 Jan 2026, 12:41As a conclusion to this saga, the refund from Mattress Watehouse took a month before it reached my account. A thoroughly unpleasant experience.
PR
Pieter R's update02 Jan 2026, 12:41
Reviewer Update
As a conclusion to this saga, the refund from Mattress Watehouse took a month before it reached my account. A thoroughly unpleasant experience.