The Bed Shop
Claimed Business
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, The Bed Shop delivers a sharply divided experience. In-store staff at select branches receive warm praise for friendliness, knowledge, and patience. However, the business is severely undermined by recurring mattress quality failures, chaotic delivery timelines, adversarial refund and warranty processes, and a near-total breakdown in post-sale communication from head office and regional managers.
Top Strengths:
- •Customer Service & Support: Several branches earn strong praise for named, friendly, and knowledgeable staff such as Mahlatse, Rhoda, Beauty, and Ndumiso. Positive in-store experiences are consistently described as patient, professional, and welcoming.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
0Trustindex Rating
#10Ranked In Furniture & Home
225h 10mReply Time
-75 NPSUnlikely
Replied to 14% of negative reviews
Reply time on negative reviews: 166 hours 36 min
TrustIndex
0
Ranking
#10
in Furniture & Home
Avg Reply
225h 10m
NPS Score
-75
Recommended: Unlikely
Replied to 14% of negative reviews
Reply time on negative reviews: 166 hours 36 min
Review Distribution
2.3|86 Reviews
May '25 - Apr '26
5(32.1%)
4(0%)
3(0%)
2(3.7%)
1(64.2%)
5(32.1%)
4(0%)
3(0%)
2(3.7%)
1(64.2%)
Recent reviews (86)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceR
sS
sinobukhosi S
1 reviews | Active since Jan 2020
16 Mar 2026, 12:07
Bad experience
I bought a mattress from them. When it was delivered i discovered that it's very high. I phoned them and they told me am not allowed to exchange the mattress as it was bought online. They r telling me to instead pay an extra R1000 if i am to exchange and wait for 30 days.
Helpful (0)
|Replies (0)sS
sinobukhosi S
1 reviews | Active since Jan 2020
16 Mar 2026, 12:07
Bad experience
I bought a mattress from them. When it was delivered i discovered that it's very high. I phoned them and they told me am not allowed to exchange the mattress as it was bought online. They r telling me to instead pay an extra R1000 if i am to exchange and wait for 30 days.
0
Replies (0)LR
Lebogang R
1 reviews | Active since Jan 2020
16 Mar 2026, 05:50
Lack of quality and integrity from The Bed Shop
I purchased two beds on 17 Dec 2025 and they were delivered on 18 Dec 2025. Soon after the delivery when putting on the linen, we noticed that the base was damaged and called the store immediately speaking to Innocent advising him of same and he shared his what’s app number and I sent him the pictures. He then assured that we should wait for replacement base in January when the factory opens. On 15 January I called and texted to follow up and was advised that the Factory had burned down and I was assured that I should anticipate an update with a replacement base mid February. I again followed up yesterday, 23 Feb 2026 and then I was only requested then to send an email detailing the above, over two months later? I was promised a bed would be delivered on Thursday, 26 February after a more defective bed was delivered and returned on the spot on 24 February. I’m honestly on the verge of requesting you to take the bed back as I brought this to your attention well within seven days per the Consumer Protection Act. This has been a terrible customer experience to say the least and trust you will now give this matter the attention it deserves. Even sent an email to their customer care and no response to date?
Helpful (0)
|Replies (0)LR
Lebogang R
1 reviews | Active since Jan 2020
16 Mar 2026, 05:50
Lack of quality and integrity from The Bed Shop
I purchased two beds on 17 Dec 2025 and they were delivered on 18 Dec 2025. Soon after the delivery when putting on the linen, we noticed that the base was damaged and called the store immediately speaking to Innocent advising him of same and he shared his what’s app number and I sent him the pictures. He then assured that we should wait for replacement base in January when the factory opens. On 15 January I called and texted to follow up and was advised that the Factory had burned down and I was assured that I should anticipate an update with a replacement base mid February. I again followed up yesterday, 23 Feb 2026 and then I was only requested then to send an email detailing the above, over two months later? I was promised a bed would be delivered on Thursday, 26 February after a more defective bed was delivered and returned on the spot on 24 February. I’m honestly on the verge of requesting you to take the bed back as I brought this to your attention well within seven days per the Consumer Protection Act. This has been a terrible customer experience to say the least and trust you will now give this matter the attention it deserves. Even sent an email to their customer care and no response to date?
0
Replies (0)MC
Micaela C
1 reviews | Active since Jan 2020
11 Mar 2026, 11:52
Disgusted service
It has been a back and fort story with the bed shop . We contacted the store regarding my bed that's started sagging .The ladies at the store but through on their side for someone to come and and inspect .The guy spoke with my husband on the phone saying it will take 3 weeks ..Me and my husband returned to the store they contacted the person and they said they have no feedback as yet , and then they contacted the regional manager and they said to change our mattress.Iys going on for almost 2 months and yes no mattress.My husband went back to the store on Sunday and the guy from he warehouse Cobus said they waiting for the trucks with the beds etc and theat they will be on contact with us . I'm so frustrated because the person who inspected the bed is clearly hopeless. All I can say too the ladies at n1 city the bed shop thank you for actually trying to assist us as you could see our frustration..BUT too the person's who are higher in the company you guys clearly don't know about giving customer service
Helpful (0)
|Replies (0)MC
Micaela C
1 reviews | Active since Jan 2020
11 Mar 2026, 11:52
Disgusted service
It has been a back and fort story with the bed shop . We contacted the store regarding my bed that's started sagging .The ladies at the store but through on their side for someone to come and and inspect .The guy spoke with my husband on the phone saying it will take 3 weeks ..Me and my husband returned to the store they contacted the person and they said they have no feedback as yet , and then they contacted the regional manager and they said to change our mattress.Iys going on for almost 2 months and yes no mattress.My husband went back to the store on Sunday and the guy from he warehouse Cobus said they waiting for the trucks with the beds etc and theat they will be on contact with us . I'm so frustrated because the person who inspected the bed is clearly hopeless. All I can say too the ladies at n1 city the bed shop thank you for actually trying to assist us as you could see our frustration..BUT too the person's who are higher in the company you guys clearly don't know about giving customer service
0
Replies (0)DW
Divan W
1 reviews | Active since Jan 2020
5 Mar 2026, 08:51
The bed shop ontdekkers.Just a **** show!
Bought a bed 9 years ago with a 20 year warrantee. the bed sagged and i requested a repair as its still under warantee But no they would rather give you a lousy R1100 instore purchase cant even buy half a bed. Really pathetic service!
Helpful (0)
|Replies (0)DW
Divan W
1 reviews | Active since Jan 2020
5 Mar 2026, 08:51
The bed shop ontdekkers.Just a **** show!
Bought a bed 9 years ago with a 20 year warrantee. the bed sagged and i requested a repair as its still under warantee But no they would rather give you a lousy R1100 instore purchase cant even buy half a bed. Really pathetic service!
0
Replies (0)NS
Ntobeko S
1 reviews | Active since Jan 2020
20 Feb 2026, 13:52
Struggling with refund
Good day I have a problem with the the bed shop at Rosebank mall in November last I lay buy the and I have a problem with money so go to them in January to inform them with my problem.so now the don’t want to refund me with my money please help .
Helpful (0)
|Replies (0)NS
Ntobeko S
1 reviews | Active since Jan 2020
20 Feb 2026, 13:52
Struggling with refund
Good day I have a problem with the the bed shop at Rosebank mall in November last I lay buy the and I have a problem with money so go to them in January to inform them with my problem.so now the don’t want to refund me with my money please help .
0
Replies (0)sM
sizwe M
1 reviews | Active since Jan 2020
15 Feb 2026, 11:25
Horrible service
I have been visiting the branch for over 2 months trying to cancel a laybuy I made because of finding a cheaper option elsewhere but I have been turned back due to a manager not being available and on Thursday and I was told my money should reflect back in to my account saturday but today makes it jt 3days and I still don't have funds in my account i mean its been too long trying to cancel this and now I must wait 4 days for my money this is horrible service
Helpful (0)
|Replies (0)sM
sizwe M
1 reviews | Active since Jan 2020
15 Feb 2026, 11:25
Horrible service
I have been visiting the branch for over 2 months trying to cancel a laybuy I made because of finding a cheaper option elsewhere but I have been turned back due to a manager not being available and on Thursday and I was told my money should reflect back in to my account saturday but today makes it jt 3days and I still don't have funds in my account i mean its been too long trying to cancel this and now I must wait 4 days for my money this is horrible service
0
Replies (0)AR
ALICIA R
1 reviews | Active since Jan 2020
11 Feb 2026, 17:06
Faulty bed that was sold to me
I purchased a bed last year end of November to only find my bed sinking in the January 2026 I contacted them and told them even sent pictures but I was helped because I didn’t have my receipt but I had proof on my banking statement I then spoke to the customer care agent who was of no Help she gave me an email that belongs to mr muller who I been sending emails too the whole of January and no response I then went to the store to the person that assited me and told me that the bed is good who is Enoch he then said too me no can I have your cellphone number I gave him he pulled out my slip and told me he will come view the bed as me bringing it to The store will be too much off a hustle but he never did I then contacted him and he said too Me that his waiting for the very same muller to give him transport allowance so that he can come I been waiting I been calling my calls are not answered and emails not answered the bed shop Cresta is a **** and they really did me dirty with this faulty bed they have the money In they account and I have a faulty bed I don’t not recommend anyone one off you too go there they are not helpful to they customers they only care about money that’s it . The bed doesn’t even have 3 month and look all they do is excuse I don’t recommend them at all they just taking our money and no nothing at all about customer service!!!!
Helpful (0)
|Replies (0)AR
ALICIA R
1 reviews | Active since Jan 2020
11 Feb 2026, 17:06
Faulty bed that was sold to me
I purchased a bed last year end of November to only find my bed sinking in the January 2026 I contacted them and told them even sent pictures but I was helped because I didn’t have my receipt but I had proof on my banking statement I then spoke to the customer care agent who was of no Help she gave me an email that belongs to mr muller who I been sending emails too the whole of January and no response I then went to the store to the person that assited me and told me that the bed is good who is Enoch he then said too me no can I have your cellphone number I gave him he pulled out my slip and told me he will come view the bed as me bringing it to The store will be too much off a hustle but he never did I then contacted him and he said too Me that his waiting for the very same muller to give him transport allowance so that he can come I been waiting I been calling my calls are not answered and emails not answered the bed shop Cresta is a **** and they really did me dirty with this faulty bed they have the money In they account and I have a faulty bed I don’t not recommend anyone one off you too go there they are not helpful to they customers they only care about money that’s it . The bed doesn’t even have 3 month and look all they do is excuse I don’t recommend them at all they just taking our money and no nothing at all about customer service!!!!
0
Replies (0)