The Mattress Warehouse
Verified Business
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, The Mattress Warehouse delivers a polarised experience. In-store and named sales consultants like Zonke, Jadene, and Sboniso draw consistent praise, alongside delivery teams Victor, Mbo, Phillip, and Tshepo. However, online order fulfilment, stock availability misrepresentation, refund delays, and after-sales warranty handling generate severe frustration, often escalating to Consumer Protection Act threats and Ombud complaints.
Replied to 89% of negative reviews
Reply time on negative reviews: 9h 31m
TrustIndex
7.6
Ranking
#1
in Online Shopping
Reply Time
9h 54m
NPS Score
24
Recommended: Likely
Replied to 89% of negative reviews
Reply time on negative reviews: 9h 31m
Jun '25 - May '26
Based on recent customer reviews, The Mattress Warehouse delivers a polarised experience. In-store and named sales consultants like Zonke, Jadene, and Sboniso draw consistent praise, alongside delivery teams Victor, Mbo, Phillip, and Tshepo. However, online order fulfilment, stock availability misrepresentation, refund delays, and after-sales warranty handling generate severe frustration, often escalating to Consumer Protection Act threats and Ombud complaints.
The Mattress Warehouse's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Named sales consultants such as Zonke Lwana, Jadene Packrisamy, Nadine, Sboniso, and Future receive repeated personal commendations for proactive communication, follow-ups, and product guidance. In-store experiences are warm and pressure-free, with staff often going beyond standard service to accommodate urgent needs.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Excellent service, on time delivery, continued communication until items are delivered. Friendly staff who are always willing to help
1 reviews | Active since Jan 2020
I’ve had a great experience with The Matrass Warehouse. The service has been excellent, and I’m very happy with the mattresses I’ve purchased. A special thank you to Jadene Packrisamy for her friendly and helpful assistance. Highly recommended!
1 reviews | Active since Jan 2020
I’ve had a great experience with The Matrass Warehouse. The service has been excellent, and I’m very happy with the mattresses I’ve purchased. A special thank you to Jadene Packrisamy for her friendly and helpful assistance. Highly recommended!
1 reviews | Active since Jan 2020
I have wonderful service from Jadene Pakrisamy and the Durban team. Not only are the prices lower than any other stores for the specific storage base and hotel mattress but the bed is also so comfy! Thank you Mattress Warehouse 😊
1 reviews | Active since Jan 2020
I have wonderful service from Jadene Pakrisamy and the Durban team. Not only are the prices lower than any other stores for the specific storage base and hotel mattress but the bed is also so comfy! Thank you Mattress Warehouse 😊
1 reviews | Active since Jan 2020
I would like to write a review about The Mattress Warehouse. Very happy with the great service and assistance from Zonke Lwana. She is very dedicated and friendly, I have very with her service
1 reviews | Active since Jan 2020
I would like to write a review about The Mattress Warehouse. Very happy with the great service and assistance from Zonke Lwana. She is very dedicated and friendly, I have very with her service
1 reviews | Active since Jan 2020
Faulty Mattress and Poor Service Order TMW O 542201 We purchased a king size Kooi Performa bed in Jan with a Sealy mattress protector. This is our third purchase from Mattress Warehouse so we expected better service. Delivery was delayed and only received mid to late Feb. After just 2 months the mattress is faulty one side makes a loud squeaky noise when getting on off or moving which is unacceptable. I contacted the WhatsApp line last Tuesday and was instructed to email Colleen with photos which I did immediately. No response has been received. This has become a pattern. Follow ups with Nadine have been very disappointing. She has taken no ownership offered no apology and repeatedly only states Colleen will call. When asked about the lack of response she said she did not know and provided no urgency. This is the second time I deal with her and the service remains unacceptable. We expect urgent resolution inspection and replacement or refund. We will not recommend Mattress Warehouse again
1 reviews | Active since Jan 2020
Faulty Mattress and Poor Service Order TMW O 542201 We purchased a king size Kooi Performa bed in Jan with a Sealy mattress protector. This is our third purchase from Mattress Warehouse so we expected better service. Delivery was delayed and only received mid to late Feb. After just 2 months the mattress is faulty one side makes a loud squeaky noise when getting on off or moving which is unacceptable. I contacted the WhatsApp line last Tuesday and was instructed to email Colleen with photos which I did immediately. No response has been received. This has become a pattern. Follow ups with Nadine have been very disappointing. She has taken no ownership offered no apology and repeatedly only states Colleen will call. When asked about the lack of response she said she did not know and provided no urgency. This is the second time I deal with her and the service remains unacceptable. We expect urgent resolution inspection and replacement or refund. We will not recommend Mattress Warehouse again
The most common complaint about The Mattress Warehouse, based on Hellopeter's AI analysis of recent customer reviews, is Accounts, Billing & Digital Platforms. The website misrepresents stock availability, advertising items as in-stock that require weeks of manufacture. Same-day and 1-2 day delivery promises mislead customers. Payment is taken instantly while refunds and order status updates lag, eroding trust in the digital purchase journey.
The Mattress Warehouse scores 2.7 out of 5 on Hellopeter's AI analysis of service quality in Online Shopping, compared to the Online Shopping industry average of 2. Their strongest theme is Delivery & Shipping (3.4); their weakest is Returns & Refunds (2). The top AI-rated Online Shopping business on Hellopeter is elevenpast (4.5). How is the AI Score calculated? →
The Mattress Warehouse has a TrustIndex of 7.6 out of 10 on Hellopeter, based on 898 reviews in the last 12 months. They reply to 89% of negative reviews, typically within 9 hours 31 min. Hellopeter has tracked The Mattress Warehouse across 6,413 total reviews. How is the TrustIndex calculated? →