S
Sleepmasters
Unclaimed Business
S
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Sleepmasters faces severe and systemic criticism across virtually every aspect of the customer experience. The overwhelming majority of feedback describes defective mattresses that sag or make noise within weeks, catastrophic delivery failures with broken promises and no communication, and a complaints process that leaves customers waiting months without resolution. Positive reviews exist but are vastly outnumbered.
Top Strengths:
- •Customer Service & Support: A small number of named employees like Bonang, Caroline Shelembe, Grace Goromena, Sindi, and Zanele receive genuine praise for going above and beyond, showing that individual staff can deliver excellent service when empowered.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
2.6
Score
Ranking
#4
in Furniture & Home
NPS Score
-84
Recommended: Unlikely
Review Distribution
1.6|315 Reviews
May '25 - Apr '26
5(10.9%)
4(1%)
3(1%)
2(1%)
1(86.1%)
5(10.9%)
4(1%)
3(1%)
2(1%)
1(86.1%)
Recent reviews (315)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceTM
Thobile M
1 reviews | Active since Jan 2020
19 Mar 2026, 09:27
Faulty bed
I bought a bed from Sleepmasters Jhb store in January 2025, the mattress started to make noise within 6 months and I reported the matter at the store, i was told to write down my details and i will contacted, to this date i have not received assistance, i went back to the store in January and in February 2026, i was just told to wait fora WhatsApp and a call from the complaints department however to this date no one has contacted me, i am not happy with the service i have received, the bed is getting worse every day. The bed has a 7 year warranty but i am suffering with a broken bed because Sleepmasters doesn’t care about their customers
Helpful (0)
|Replies (0)TM
Thobile M
1 reviews | Active since Jan 2020
19 Mar 2026, 09:27
Faulty bed
I bought a bed from Sleepmasters Jhb store in January 2025, the mattress started to make noise within 6 months and I reported the matter at the store, i was told to write down my details and i will contacted, to this date i have not received assistance, i went back to the store in January and in February 2026, i was just told to wait fora WhatsApp and a call from the complaints department however to this date no one has contacted me, i am not happy with the service i have received, the bed is getting worse every day. The bed has a 7 year warranty but i am suffering with a broken bed because Sleepmasters doesn’t care about their customers
0
Replies (0)KH
MG
Millicent G
1 reviews | Active since Jan 2020
19 Mar 2026, 07:25
Complaint Regarding Defective Mattress and Poor Warranty Assistance
Since purchasing the bed, the mattress has already started sagging, which has made it extremely uncomfortable to sleep on. I contacted the store several times but they are not helping, they referred me to the supplier they also did not help. They say there is a warrantee and guarantee but they do not care.
Helpful (0)
|Replies (0)MG
Millicent G
1 reviews | Active since Jan 2020
19 Mar 2026, 07:25
Complaint Regarding Defective Mattress and Poor Warranty Assistance
Since purchasing the bed, the mattress has already started sagging, which has made it extremely uncomfortable to sleep on. I contacted the store several times but they are not helping, they referred me to the supplier they also did not help. They say there is a warrantee and guarantee but they do not care.
0
Replies (0)HA
Heinrich A
1 reviews | Active since Jan 2020
18 Mar 2026, 07:39
Sleep Masters N1 City
Sleep Masters, thank you so much. I'm speechless about the incredible service I received from Nazli and Mimi, 20 out of 10. After a stressful day, you made it so much better by making me feel like royalty, you listened, advised, and let me make the best decision for myself. Your attitude and demeanor are top-notch. You two ladies are winners. Thank you for treating me like family. I have not had such amazing services in years. Keep doing this amazing job, ladies. From the bottom of my heart, I thank you, and I appreciate you 100%, Sleep masters N1 City
Helpful (0)
|Replies (0)HA
Heinrich A
1 reviews | Active since Jan 2020
18 Mar 2026, 07:39
Sleep Masters N1 City
Sleep Masters, thank you so much. I'm speechless about the incredible service I received from Nazli and Mimi, 20 out of 10. After a stressful day, you made it so much better by making me feel like royalty, you listened, advised, and let me make the best decision for myself. Your attitude and demeanor are top-notch. You two ladies are winners. Thank you for treating me like family. I have not had such amazing services in years. Keep doing this amazing job, ladies. From the bottom of my heart, I thank you, and I appreciate you 100%, Sleep masters N1 City
0
Replies (0)VM
Vhuhwavho M
1 reviews | Active since Jan 2020
16 Mar 2026, 07:35
Complaint Regarding Mattress Quality and Request For Assistance
I am writing to formally raise a concern regarding a bed that I purchased from Sleepmasters at Cosmos City Mall last year. I collected the bed on the 25th of September. Unfortunately, before the 25th of October, the bed was already no longer in good condition. After contacting the store, I was assisted and a replacement bed was provided to me around November 2025. However, it has now been less than five months since receiving the replacement, and the bed is once again no longer in good condition. This is extremely disappointing, as a bed should last much longer than a few months. Considering that the bed costs approximately R6000, it is not reasonable for me to have to replace a bed every year due to poor durability. I kindly request that this matter be investigated and that a suitable solution be provided. I would appreciate guidance on how this issue can be resolved, as I expected a product of better quality and longevity.
Helpful (0)
|Replies (0)VM
Vhuhwavho M
1 reviews | Active since Jan 2020
16 Mar 2026, 07:35
Complaint Regarding Mattress Quality and Request For Assistance
I am writing to formally raise a concern regarding a bed that I purchased from Sleepmasters at Cosmos City Mall last year. I collected the bed on the 25th of September. Unfortunately, before the 25th of October, the bed was already no longer in good condition. After contacting the store, I was assisted and a replacement bed was provided to me around November 2025. However, it has now been less than five months since receiving the replacement, and the bed is once again no longer in good condition. This is extremely disappointing, as a bed should last much longer than a few months. Considering that the bed costs approximately R6000, it is not reasonable for me to have to replace a bed every year due to poor durability. I kindly request that this matter be investigated and that a suitable solution be provided. I would appreciate guidance on how this issue can be resolved, as I expected a product of better quality and longevity.
0
Replies (0)JS
J S
1 reviews | Active since Jan 2020
12 Mar 2026, 19:18
WORSE SERVICE EVER!!
I bought a bed cash at Sleepmasters in Meyerton and got disappointed the bed was sagging. I did report but even today they did not get back to me I was asked for an extra R1000 for replacement.. which I did not.
Helpful (0)
|Replies (0)JS
J S
1 reviews | Active since Jan 2020
12 Mar 2026, 19:18
WORSE SERVICE EVER!!
I bought a bed cash at Sleepmasters in Meyerton and got disappointed the bed was sagging. I did report but even today they did not get back to me I was asked for an extra R1000 for replacement.. which I did not.
0
Replies (0)VM
Vhuhwavho M
1 reviews | Active since Jan 2020
11 Mar 2026, 14:11
Complaint Regarding Mattress Quality and request for assistance
I am writing to formally raise a concern regarding a bed that I purchased from Sleepmasters at Cosmos City Mall last year. I collected the bed on the 25th of September. Unfortunately, before the 25th of October, the bed was already no longer in good condition. After contacting the store, I was assisted and a replacement bed was provided to me around November 2025. However, it has now been less than five months since receiving the replacement, and the bed is once again no longer in good condition. This is extremely disappointing, as a bed should last much longer than a few months. Considering that the bed costs approximately R6000, it is not reasonable for me to have to replace a bed every year due to poor durability.
Helpful (0)
|Replies (0)VM
Vhuhwavho M
1 reviews | Active since Jan 2020
11 Mar 2026, 14:11
Complaint Regarding Mattress Quality and request for assistance
I am writing to formally raise a concern regarding a bed that I purchased from Sleepmasters at Cosmos City Mall last year. I collected the bed on the 25th of September. Unfortunately, before the 25th of October, the bed was already no longer in good condition. After contacting the store, I was assisted and a replacement bed was provided to me around November 2025. However, it has now been less than five months since receiving the replacement, and the bed is once again no longer in good condition. This is extremely disappointing, as a bed should last much longer than a few months. Considering that the bed costs approximately R6000, it is not reasonable for me to have to replace a bed every year due to poor durability.
0
Replies (0)KM
Kefiloe M
1 reviews | Active since Jan 2020
11 Mar 2026, 09:28
Defective bed within 10 days and extremely poor after-sales service – Sleepmasters Dlamini Junction
I am extremely frustrated with the service I have received from Sleepmasters, particularly the Dlamini Junction (Soweto) branch. I purchased two beds from this store, and one of them started sagging within just 10 days of use. Since reporting the issue, I have made multiple trips to the store and logged several tickets with the customer care call centre. Unfortunately, I receive no feedback unless I personally follow up, and each time I make contact, I am given different and conflicting information by different staff members. What is most concerning is that the call centre agents claim they do not know who the regional manager is or what the escalation process entails. The store staff have also refused to provide the manager’s contact details, stating that I must come in when the manager happens to be present. This is highly inconvenient and not an acceptable way to handle a customer complaint. All I want is a refund for the defective product, yet I have been given the run-around with no clear resolution or accountability. This experience has been stressful, time-consuming, and very disappointing. I would strongly caution other customers to think carefully before purchasing from this branch
Helpful (0)
|Replies (0)KM
Kefiloe M
1 reviews | Active since Jan 2020
11 Mar 2026, 09:28
Defective bed within 10 days and extremely poor after-sales service – Sleepmasters Dlamini Junction
I am extremely frustrated with the service I have received from Sleepmasters, particularly the Dlamini Junction (Soweto) branch. I purchased two beds from this store, and one of them started sagging within just 10 days of use. Since reporting the issue, I have made multiple trips to the store and logged several tickets with the customer care call centre. Unfortunately, I receive no feedback unless I personally follow up, and each time I make contact, I am given different and conflicting information by different staff members. What is most concerning is that the call centre agents claim they do not know who the regional manager is or what the escalation process entails. The store staff have also refused to provide the manager’s contact details, stating that I must come in when the manager happens to be present. This is highly inconvenient and not an acceptable way to handle a customer complaint. All I want is a refund for the defective product, yet I have been given the run-around with no clear resolution or accountability. This experience has been stressful, time-consuming, and very disappointing. I would strongly caution other customers to think carefully before purchasing from this branch
0
Replies (0)