MA
Mattress and Couch Factory Outlet
Unclaimed Business
MA
Mattress and Couch Factory Outlet
Unclaimed Business
27 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Mattress and Couch Factory Outlet faces significant criticism around delivery failures, poor after-sales service, and lack of communication. Customers frequently report delayed or missed deliveries, damaged goods, and difficulty obtaining refunds or resolutions. Several reviewers describe being ignored after raising complaints, with issues dragging on for weeks or months. Product quality concerns, including peeling surfaces and cracking legs, are also recurring. Positive experiences highlight helpful individual staff members such as Steve, Sully, and Addy, along with praise for well-priced furniture and prompt service at select branches.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-47
Recommended: Unlikely
Review Distribution
2|27 Reviews
May '25 - Apr '26
5(20%)
4(8%)
3(0%)
2(4%)
1(68%)
5(20%)
4(8%)
3(0%)
2(4%)
1(68%)
Frequently Asked Questions About Mattress and Couch Factory Outlet
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (27)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceBT
Banyana T
1 reviews | Active since Jan 2020
14 Feb 2026, 06:32
Confirmation Message *Business Name:* Mattress and Couch Factory Outlet *Rating:* 1 out of 5 *Review:* We bought 2 x headboards and 2 x pedestals for our kids bedroom at Eastgate Branch, the Salesperson who was assisting us did not inform us that the p
Confirmation Message *Business Name:* Mattress and Couch Factory Outlet *Rating:* 1 out of 5 *Review:* We bought 2 x headboards and 2 x pedestals for our kids bedroom at Eastgate Branch, the Salesperson who was assisting us did not inform us that the pedestal comes in pieces and that we must either do the assembly ourselves or pay extra for them to do them for us, To our suprise upon delivery the Driver delivered 2 boxes saying those are pieces of the pedestal and we must do the assembly ourselves and when we enquire with the Branch manager, he told us that they can come and do the assembly for us but there will be a fee for call out and a fee for assembly. The lack of information that was given us is costing damage. Should we have known this, we would not have bought these items
Helpful (0)
|Replies (0)BT
Banyana T
1 reviews | Active since Jan 2020
14 Feb 2026, 06:32
Confirmation Message *Business Name:* Mattress and Couch Factory Outlet *Rating:* 1 out of 5 *Review:* We bought 2 x headboards and 2 x pedestals for our kids bedroom at Eastgate Branch, the Salesperson who was assisting us did not inform us that the p
Confirmation Message *Business Name:* Mattress and Couch Factory Outlet *Rating:* 1 out of 5 *Review:* We bought 2 x headboards and 2 x pedestals for our kids bedroom at Eastgate Branch, the Salesperson who was assisting us did not inform us that the pedestal comes in pieces and that we must either do the assembly ourselves or pay extra for them to do them for us, To our suprise upon delivery the Driver delivered 2 boxes saying those are pieces of the pedestal and we must do the assembly ourselves and when we enquire with the Branch manager, he told us that they can come and do the assembly for us but there will be a fee for call out and a fee for assembly. The lack of information that was given us is costing damage. Should we have known this, we would not have bought these items
0
Replies (0)JM
Joyce M
1 reviews | Active since Jan 2020
10 Feb 2026, 07:24
Mattress & Couch Centurion warehouse
I bought a Casablanca coffee table there and paid R350 delivery fee. Upon delivery the table had scratches, I then returned it on those basis. The delivery guy was EXTREMELY rude! They then refuse to deliver the right table and o has to organised my own transport and they refused to refund me my money. The quality of the table 0/10. Within a a month it was already peeling. I would never ever buy anything in that store nor advise anyone to buy furniture there. Their quality is extremely poor and their service is horrible.
Helpful (0)
|Replies (0)JM
Joyce M
1 reviews | Active since Jan 2020
10 Feb 2026, 07:24
Mattress & Couch Centurion warehouse
I bought a Casablanca coffee table there and paid R350 delivery fee. Upon delivery the table had scratches, I then returned it on those basis. The delivery guy was EXTREMELY rude! They then refuse to deliver the right table and o has to organised my own transport and they refused to refund me my money. The quality of the table 0/10. Within a a month it was already peeling. I would never ever buy anything in that store nor advise anyone to buy furniture there. Their quality is extremely poor and their service is horrible.
0
Replies (0)MT
Mxolisi T
1 reviews | Active since Jan 2020
4 Feb 2026, 11:45
Refund
The Regional manager is refusing to pay my refund for a laybye fee. The company changed my original order to suit their non refund terms. We bought a blue couch but we just realized that it was changed on the description to a Charcoal color and by so doing it was submitted as a special order and their terms stipulates that they can't refund me. And now they are saying they will charge me storage for that couch which will amount to the full amount of my deposit of 15000.
Helpful (0)
|Replies (0)MT
Mxolisi T
1 reviews | Active since Jan 2020
4 Feb 2026, 11:45
Refund
The Regional manager is refusing to pay my refund for a laybye fee. The company changed my original order to suit their non refund terms. We bought a blue couch but we just realized that it was changed on the description to a Charcoal color and by so doing it was submitted as a special order and their terms stipulates that they can't refund me. And now they are saying they will charge me storage for that couch which will amount to the full amount of my deposit of 15000.
0
Replies (0)JK
Jean K
1 reviews | Active since Jan 2020
26 Jan 2026, 05:32
Good prices, good service, promises kept
Great quality, great service! We co-incidentally came across Mattress and Couch Factory Outlet on our way to another furniture dealer and ended up stopping at Mattress and Couch first. What a surprise! We were greeted with the best prices and the best service, we were fortunate enough to get them on a quieter day however the service has been streamline from start to finish. We were interested in a couch, after being disappointing at another Green and White brand, but I digress. In the shop Sully explained to us all the options available in the specific couch we were interested in and also managed to upsell us a new cupboard, as there inventory is beautiful and very well priced! We were initially hoping for immediate delivery but we were reminded that their stock gets made to order with the options we chose and we were given a very reasonable time frame of 3 weeks. 3 weeks later we called first thing the morning and delivery took place on time! We opted to pay for the assembly as well, and what a pleasure that was. The two gentlemen were friendly and prompt, not wasting any time with carrying in everything one by one and assembling our beautiful couch and cupboard! I will recommend Mattress and Couch every single time, they have earned themselves a customer for life, after saving our initial horrible experience from the other company. Thanks Mr Sully!
Helpful (0)
|Replies (0)JK
Jean K
1 reviews | Active since Jan 2020
26 Jan 2026, 05:32
Good prices, good service, promises kept
Great quality, great service! We co-incidentally came across Mattress and Couch Factory Outlet on our way to another furniture dealer and ended up stopping at Mattress and Couch first. What a surprise! We were greeted with the best prices and the best service, we were fortunate enough to get them on a quieter day however the service has been streamline from start to finish. We were interested in a couch, after being disappointing at another Green and White brand, but I digress. In the shop Sully explained to us all the options available in the specific couch we were interested in and also managed to upsell us a new cupboard, as there inventory is beautiful and very well priced! We were initially hoping for immediate delivery but we were reminded that their stock gets made to order with the options we chose and we were given a very reasonable time frame of 3 weeks. 3 weeks later we called first thing the morning and delivery took place on time! We opted to pay for the assembly as well, and what a pleasure that was. The two gentlemen were friendly and prompt, not wasting any time with carrying in everything one by one and assembling our beautiful couch and cupboard! I will recommend Mattress and Couch every single time, they have earned themselves a customer for life, after saving our initial horrible experience from the other company. Thanks Mr Sully!
0
Replies (0)MM
Mercy M
1 reviews | Active since Jan 2020
27 Dec 2025, 13:40
STAY AWAY FROM MATTRESS AND COUCH BAD SERVICE
Please stay away from Mattress and Couch, you will literally beg them to deliver your items after you waited for weeks and when you call or text they don't respond, when you go to the shop your delivery is not even scheduled, when you request for refund they tell you will never be refunded you can even bring your own lawyers but you will not get the refund, Stay away from Mattress and Couch.
Helpful (0)
|Replies (0)MM
Mercy M
1 reviews | Active since Jan 2020
27 Dec 2025, 13:40
STAY AWAY FROM MATTRESS AND COUCH BAD SERVICE
Please stay away from Mattress and Couch, you will literally beg them to deliver your items after you waited for weeks and when you call or text they don't respond, when you go to the shop your delivery is not even scheduled, when you request for refund they tell you will never be refunded you can even bring your own lawyers but you will not get the refund, Stay away from Mattress and Couch.
0
Replies (0)LM
Lerato M
1 reviews | Active since Jan 2020
22 Dec 2025, 16:19
No delivery after a Purchase
Bad service regarding delivery we were given a date for but it never got here till we had to follow up After we were told our tv stand got damaged ,I mean whose problem is that.I am not buying there ever
Helpful (0)
|Replies (0)LM
Lerato M
1 reviews | Active since Jan 2020
22 Dec 2025, 16:19
No delivery after a Purchase
Bad service regarding delivery we were given a date for but it never got here till we had to follow up After we were told our tv stand got damaged ,I mean whose problem is that.I am not buying there ever
0
Replies (0)FO
Febriazo O
1 reviews | Active since Jan 2020
21 Dec 2025, 10:49
Bad service and communication
Tenable experience no communication at all… I paid for couches 2 weeks ago, they deliver the wrong couches. Sent it back and no communication on when I’ll get the right ones. Store doesn’t even have a number
Helpful (0)
|Replies (0)FO
Febriazo O
1 reviews | Active since Jan 2020
21 Dec 2025, 10:49
Bad service and communication
Tenable experience no communication at all… I paid for couches 2 weeks ago, they deliver the wrong couches. Sent it back and no communication on when I’ll get the right ones. Store doesn’t even have a number
0
Replies (0)TK
Thandanani K
1 reviews | Active since Jan 2020
16 Dec 2025, 19:27
Happy Customer
We had a great experience at the Woodmead branch. Thanks to Steve for his exceptional service, knowledge and expertise. We will definitely be going back there again.
Helpful (0)
|Replies (0)TK
Thandanani K
1 reviews | Active since Jan 2020
16 Dec 2025, 19:27
Happy Customer
We had a great experience at the Woodmead branch. Thanks to Steve for his exceptional service, knowledge and expertise. We will definitely be going back there again.
0
Replies (0)