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