Mattress and Couch Factory Outlet
Unclaimed Business
|2.1|21 Reviews (last 12 months)|This business does not respond to reviews
Mattress and Couch Factory Outlet
Unclaimed Business
|2.1
21 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Mattress and Couch Factory Outlet receives sharply divided feedback. Customers consistently mention strong in-store sales experiences, competitive pricing, and friendly assembly teams when things go well, with several branches earning praise for attentive salespeople. However, a recurring theme is breakdown after the sale, with shoppers describing failed or delayed deliveries, poor communication, refund refusals, product quality issues such as cracking legs and peeling finishes, and commitments that are reportedly reversed by management.
Performance(last 12 months):
Trustindex Rating
3NPS Score
-46Unlikely
TrustIndex
3
NPS Score
-46
Recommended: Unlikely
Review Distribution
2.1|21 Reviews
Sep '25 - Aug '26
Recent reviews (21)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceEN
Estelle N
1 reviews | Active since May 2011
26 May 2026, 09:33
Don’t even go into a “store” it is a glorified showroom
They call their branches stores, but then expect you to either collect your purchase at their warehouse in Centurion or pay delivery fee of R850! They are not stores they are showrooms and exploiting the public. They refuse to consider a request for the goods to be brought to the store for collection. They have branches as far as Boksburg. This is misleading and bordering on a **** to get you to pay a scrupulous price for delivery!
Helpful (0)
|Replies (0)EN
Estelle N
1 reviews | Active since May 2011
26 May 2026, 09:33
Don’t even go into a “store” it is a glorified showroom
They call their branches stores, but then expect you to either collect your purchase at their warehouse in Centurion or pay delivery fee of R850! They are not stores they are showrooms and exploiting the public. They refuse to consider a request for the goods to be brought to the store for collection. They have branches as far as Boksburg. This is misleading and bordering on a **** to get you to pay a scrupulous price for delivery!
0
Replies (0)BG
Benny G
1 reviews | Active since Jun 2011
6 May 2026, 08:05
Title: Couch – Promised backrest Replacement - decision Reversed After 2 Months
I purchased a brand new couch from Mattress and couch in early March 2026. Shortly after delivery, the headrest material began to discolor and peel. I reported the issue immediately and sent photos. The salesperson confirmed that the factory had reviewed the issue and suspected it was due to detergent. Despite this, they offered to replace the affected backrest at no cost, stating the part would be ordered from overseas and ready for me by the end of April. I accepted this resolution in good faith. From there, I followed up on whats app: 6 March: Follow-up Mid-March to mid-April: Repeated follow-ups with salesperson reporting no progress 17 April: Told stock had not yet been received I explicitly asked for confirmation whether the order had actually been placed and was on the way On 3 May, I went into the store in person due to the lack of feedback and spoke to the salesperson. Then on 5 May, I was suddenly told: “nothing can be done.” This after them stating that they would get a replacement piece, and me thanking them for that. How does a confirmed replacement suddenly turn into “nothing can be done” after two months of delays and follow-ups? Even the salesperson admitted confusion, stating that the same person who previously approved the solution had now changed their stance. This reflects: Lack of trust Misleading commitments to customers Lies I am now doubting any integrity at all from this business. If you do buy, you need to treat it as voetstoots , I would caution other buyers to be mindful that commitments made in-store may not be upheld. Buyer beware and be informed.
Helpful (0)
|Replies (0)BG
Benny G
1 reviews | Active since Jun 2011
6 May 2026, 08:05
Title: Couch – Promised backrest Replacement - decision Reversed After 2 Months
I purchased a brand new couch from Mattress and couch in early March 2026. Shortly after delivery, the headrest material began to discolor and peel. I reported the issue immediately and sent photos. The salesperson confirmed that the factory had reviewed the issue and suspected it was due to detergent. Despite this, they offered to replace the affected backrest at no cost, stating the part would be ordered from overseas and ready for me by the end of April. I accepted this resolution in good faith. From there, I followed up on whats app: 6 March: Follow-up Mid-March to mid-April: Repeated follow-ups with salesperson reporting no progress 17 April: Told stock had not yet been received I explicitly asked for confirmation whether the order had actually been placed and was on the way On 3 May, I went into the store in person due to the lack of feedback and spoke to the salesperson. Then on 5 May, I was suddenly told: “nothing can be done.” This after them stating that they would get a replacement piece, and me thanking them for that. How does a confirmed replacement suddenly turn into “nothing can be done” after two months of delays and follow-ups? Even the salesperson admitted confusion, stating that the same person who previously approved the solution had now changed their stance. This reflects: Lack of trust Misleading commitments to customers Lies I am now doubting any integrity at all from this business. If you do buy, you need to treat it as voetstoots , I would caution other buyers to be mindful that commitments made in-store may not be upheld. Buyer beware and be informed.
0
Replies (0)SH
Srikar H
1 reviews | Active since Feb 2023
14 Apr 2026, 09:34
Pathetic customer service and after sales - would not recommend
This has been one of the worst customer service experiences I’ve had. I purchased a couch from the Woodmead branch on 28 March 2026 and scheduled delivery for 4 April 2026. On the day, delivery was confirmed in the morning and I was told to expect it before 12:00. I stayed home the entire day, only to later find out after multiple follow ups that the couch was never loaded onto the truck and was not available. This means I was instructed to wait at home for a delivery that was never even possible. What is most concerning is what happened after: • No proactive communication was provided at any point • I had to chase multiple people just to get an answer • The failure was clearly due to internal planning and coordination I escalated this to regional management expecting accountability, but instead I was told that the delivery fee cannot be refunded because “whenever the couch is eventually delivered, it still counts as a delivery.” This response completely ignores the fact that: • The original delivery failed entirely • I lost an entire day waiting unnecessarily • The failure was caused by internal issues, not the customer I also requested that my delivery be prioritised due to the inconvenience caused but was told they could “try” and could not guarantee anything. This shows a clear lack of ownership and urgency from management. The couch has now been delivered, but that does not change the fact that I was expected to pay for a service that was not rendered on the agreed date. At no point has there been any meaningful accountability or effort to resolve the inconvenience caused. If this is how failed deliveries are handled, customers should seriously reconsider relying on their delivery commitments.
Helpful (0)
|Replies (0)SH
Srikar H
1 reviews | Active since Feb 2023
14 Apr 2026, 09:34
Pathetic customer service and after sales - would not recommend
This has been one of the worst customer service experiences I’ve had. I purchased a couch from the Woodmead branch on 28 March 2026 and scheduled delivery for 4 April 2026. On the day, delivery was confirmed in the morning and I was told to expect it before 12:00. I stayed home the entire day, only to later find out after multiple follow ups that the couch was never loaded onto the truck and was not available. This means I was instructed to wait at home for a delivery that was never even possible. What is most concerning is what happened after: • No proactive communication was provided at any point • I had to chase multiple people just to get an answer • The failure was clearly due to internal planning and coordination I escalated this to regional management expecting accountability, but instead I was told that the delivery fee cannot be refunded because “whenever the couch is eventually delivered, it still counts as a delivery.” This response completely ignores the fact that: • The original delivery failed entirely • I lost an entire day waiting unnecessarily • The failure was caused by internal issues, not the customer I also requested that my delivery be prioritised due to the inconvenience caused but was told they could “try” and could not guarantee anything. This shows a clear lack of ownership and urgency from management. The couch has now been delivered, but that does not change the fact that I was expected to pay for a service that was not rendered on the agreed date. At no point has there been any meaningful accountability or effort to resolve the inconvenience caused. If this is how failed deliveries are handled, customers should seriously reconsider relying on their delivery commitments.
0
Replies (0)BT
Banyana T
1 reviews | Active since May 2018
14 Feb 2026, 08:32
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 May 2018
14 Feb 2026, 08:32
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 Sept 2020
10 Feb 2026, 09:24
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 Sept 2020
10 Feb 2026, 09:24
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 Apr 2021
4 Feb 2026, 13:45
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 Apr 2021
4 Feb 2026, 13:45
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 2026
26 Jan 2026, 07:32
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 2026
26 Jan 2026, 07:32
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 Apr 2023
27 Dec 2025, 15:40
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 Apr 2023
27 Dec 2025, 15:40
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)