Sold a Demo Bed as New – Still No Resolution After Months of Waiting

I am deeply disappointed with the service I have received from Bradlows and Bravo Brands regarding a bed I purchased, and I feel I have been misled.

Background of the Issue: I bought a bed from Bradlows Mabopane (Central city) earlier this year. Before collecting the bed, I contacted the store multiple times over a period of two weeks to make it very clear that I wanted a brand-new bed from the storeroom or warehouse, not the demo/display bed that was on the store floor. I emphasized this repeatedly because I knew that customers had been using that bed to test comfort.

When I arrived at the store to collect the bed, I noticed that the display model was no longer on the floor. I asked where it was, and I was told that it had been sold the previous day. I trusted the staff when they assured me that the bed I was receiving was brand new.

However, when I got home with the bed, I noticed it was not sealed as a new bed should be. I should have refused the delivery at that point, but I had just moved to a new house that day and desperately needed a bed to sleep on.

Condition of the Bed: Shortly afterward, I noticed that the mattress began sagging unnaturally where my partner and I sleep. We are both under 60kg each, making such wear unusual for a bed that’s supposedly new.

Follow-Up with Bravo Brands: In March, I was contacted by representatives from Bravo Brands. They requested photos of the bed, which I provided. After reviewing the photos, they called me again and confirmed that the base of the bed was faulty and promised to replace the bed.

Since that promise, it has now been over three months (as of 17 June 2025), and I have received no follow-up. I have sent follow-up emails to Bradlows with no response at all.

Current Situation: Bradlows has not resolved the matter.

Bravo Brands has not honored their promise to replace the faulty bed.

I am left with a bed that is uncomfortable and clearly not of the quality I paid for.

I am also extremely frustrated by the lack of communication from both Bradlows and Bravo Brands.

What I Expect: A new, sealed replacement bed sourced from the warehouse or storeroom — NOT a display/demo unit.

If this is not possible, a full refund of the purchase price.

Clear communication moving forward — preferably with one dedicated representative handling my case to prevent miscommunication, as I’ve already had to explain this issue to several different people.

Next Steps: If this issue is not resolved promptly, I will escalate it to the Consumer Goods and Services Ombud (CGSO), as this experience clearly violates my consumer rights.

I trusted Bradlows to provide honest service and quality products, but so far, that trust has been broken. I hope this can still be corrected.

Kindly treat this matter with urgency.

Tshenolo Matome