Grant B

Terrible Service - 5 months and still no delivery

A Tempur mattress has been an aspirational purchase for me for several years. I finally saved enough money to buy a Tempur One mattress and went to the Canal Walk store. The salesman was great, very patient and helpful. I purchased a Firm Tempur One Mattress and a base on 9 June 2024. I was told the base would need to be manufactured with a lead time of 6-8 weeks which I accepted. Great experience so far. The next day, I was informed that there was no stock on the mattress I had ordered and there would be a delay until end September. This was very disappointing as I would not have made the purchase knowing this. I was offered a loan mattress of a different specification to my purchase, which I accepted. When time came for delivery, I was told I had to pay an extra delivery fee for the loan mattress of over R700 despite the fact they were delivering the base at the same time on the same vehicle. End of September, no word on the mattress. Had to follow up with salesman who then told me there was a further delay to early November. Early November arrives, no communication from salesman. Followed up and received a reply three days later saying still no mattress but “could be any time from now”, which is unacceptably vague. Requested clarity, no response. This has been the worst purchasing experience I have ever had. Proactive communication has been non-existent. How is it possible to have such a ridiculous delay in delivering a product? Beware before you pay over your money!