DREAM BEDS (BRACKENFELL) more like NIGHTMARE BED-PEOPLE

We needed a new bed. Tuesday, 23 May 2023 I searched online and found the Truform Hotelier Intercontinental bed, sold by “Dream Beds”. We went to the Brackenfell address to make sure Dream Beds actually existed – just in case there were issues down the line. I spoke to a friend who used to be in the bed business. She told me that the manufacturer, Truform, is a family-owned business; genuinely good people. She also recommended the Truform Hotelier Intercontinental bed. I went online and ordered a Truform Hotelier Intercontinental Queen XL. With payment options being Credit Card, Store Card, RCS and Mobicred Payment, I selected Credit Card, and paid the R5999 (I have no idea how the other options work). I messaged the owner of Dream Beds, Samantha, informing her that I’d placed the order and paid. Oh dear, Samantha was not happy with the Credit Card payment, Samantha wanted an Eft instead. (Yes, I still have that Voicenote). However, Samantha was very happy about the order being placed – listening to Samantha, it was clear that business had been slow for Dream Beds. I was informed that the bed would be delivered Saturday, 27 May 2023.

The Bed was delivered around 12:00 on 27 May 2023. Ahhhh, we slept well.

Following the instructions on turning the mattress, on Friday 04 August I noted that there was an area of around 15cm on the sidewall of the mattress, where the stitching had been missed. I immediately took a picture, and messaged Samantha to please contact me urgently.

On Saturday, 05 August I noted that Samantha had read my message, but there was no response from her, so I called her. It was a very long time before she answered, and her first words were that she had just messaged me. Really?!@#

I checked, yes, while I was waiting for Samantha to answer my call, she had typed me a message. Very sneaky! She messaged that she would “check with the manufacturer Monday when they open”.

Yet, as we spoke on the phone, Samantha said to me that “the stitching is not covered by the guarantee”. When I rep**** that this was absolute nonsense, Samantha told me that her “mattress had also broken when” she turned it. “Also”? No lady, it was not during turning the mattress that I discovered the area that wasn’t stitched! You need to put your listening-ears on! Samantha said she’d contact me Monday.

I then contacted my friend who used to be in the bed business, and she offered to contact Truform directly if Samantha didn’t contact me Monday.

Monday, Tuesday and Wednesday passed. Samantha was silent. Then Thursday evening 10 August I received a message on my WhatsApp chat with Samantha, but addressed to my wife. Lol. Seems Samantha didn’t want to talk to me anymore! She messaged that “the factory would be in touch… early next week to sort out the mattress”.

Friday 11 August I spoke to my friend, and she contacted Truform. Within minutes Robert undertook to 1) check if there had been any communication from Samantha, and 2) sort out my mattress. And not long after Robert’s undertaking, Mark called me and arranged to collect, repair and return the mattress on one day - Tuesday, 22 August 2023.

Tuesday, 22 August the mattress was collected at 08:27 by Truform. When I arrived home from work 14:00, the Truform truck was already at the house, waiting for me. My mattress appears to have been replaced rather than repaired – I made a little ink mark on my mattress the morning before collection, and this mark was missing (yes I took of photo of the mark before the bed left).

It goes without saying that I will encourage anyone needing a bed, to contact Truform directly (Tel 021 932 2000).

Dream Beds has been nothing but a disappointment. No wonder business has been slow for them!

Dream Beds can reply hereto what they like, I have the Voicenote and all the messages… They should rename to NIGHTMARE BEDS!