VENCASA - TEMPUR
Verified Business
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
61h 48mReply Time
-100 NPSUnlikely
Replied to 75% of negative reviews
Reply time on negative reviews: 61 hours 48 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
61h 48m
NPS Score
-100
Recommended: Unlikely
Replied to 75% of negative reviews
Reply time on negative reviews: 61 hours 48 min
Review Distribution
1|4 Reviews
Jun '25 - May '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About VENCASA - TEMPUR
VENCASA - TEMPUR has a TrustIndex of 0 out of 10 on Hellopeter, based on 4 reviews in the last 12 months. They reply to 75% of negative reviews, typically within 61 hours 48 min. Hellopeter has tracked VENCASA - TEMPUR across 107 total reviews. How is the TrustIndex calculated? →
Recent reviews (4)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencerN
ruahan N
1 reviews | Active since Jan 2020
21 Nov 2025, 12:37
⭐️ 1-Star Review: Tempur / Vencasa Does NOT Honour Their Warranty
⭐️ 1-Star Review: Tempur / Vencasa Does NOT Honour Their Warranty My experience with Tempur/Vencasa has been extremely disappointing. While the mattress was great for the first few years, the internal structure began collapsing after just three years. I lodged multiple complaints — what a complete waste of time. Their so-called “inspection” is a joke. They send someone out with a stick, place it across the mattress, and if no gaps show, they claim the mattress is “fine.” They have NO way of measuring softness, internal cell collapse, or the fact that the mattress no longer supports your body. The mattress became progressively softer and completely collapsed, yet they refused to acknowledge the problem. After several complaints, they finally collected the mattress. Same story again. This time they blamed the base — saying the gaps between the slats were too wide. They repaired the base, but the mattress was already ruined. Now it’s out of warranty, completely soft, collapsed, and causing severe back pain and repeated visits to the chiropractor. I’ve now replaced it with a mattress from another company because Tempur/Vencasa clearly does not stand behind their product. ⚠️ Be very careful spending over R60,000 on a mattress from Vencasa. It does NOT last, and they do NOT honour the warranty.
Helpful (0)
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ruahan N
1 reviews | Active since Jan 2020
21 Nov 2025, 12:37
⭐️ 1-Star Review: Tempur / Vencasa Does NOT Honour Their Warranty
⭐️ 1-Star Review: Tempur / Vencasa Does NOT Honour Their Warranty My experience with Tempur/Vencasa has been extremely disappointing. While the mattress was great for the first few years, the internal structure began collapsing after just three years. I lodged multiple complaints — what a complete waste of time. Their so-called “inspection” is a joke. They send someone out with a stick, place it across the mattress, and if no gaps show, they claim the mattress is “fine.” They have NO way of measuring softness, internal cell collapse, or the fact that the mattress no longer supports your body. The mattress became progressively softer and completely collapsed, yet they refused to acknowledge the problem. After several complaints, they finally collected the mattress. Same story again. This time they blamed the base — saying the gaps between the slats were too wide. They repaired the base, but the mattress was already ruined. Now it’s out of warranty, completely soft, collapsed, and causing severe back pain and repeated visits to the chiropractor. I’ve now replaced it with a mattress from another company because Tempur/Vencasa clearly does not stand behind their product. ⚠️ Be very careful spending over R60,000 on a mattress from Vencasa. It does NOT last, and they do NOT honour the warranty.
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Replies (0)YO
Yaqub O
1 reviews | Active since Jan 2020
17 Nov 2025, 08:48
False delivery time zero accountability
I purchased a bed on the 23 September 2025 at Vencasa Canal Walk. The Sales assistant (Sean) advised me that the mattress will arrive in 8 working days. He contacted me a day later and advised that there 'was a misunderstanding' and that the stock will only arrive in late November or early December, this is 2 months later. i have heard nothing from them since and when i prompted them for an answer a month later, they first advised they are trying to get it 'in time' whatever that means. Then later in that same conversation they advised that he has spoken to the CEO and the feedback was not positive, the bed will not make it to Cape Town before Christmas. They contacted me today advising that the bed will only be here on the 24th February 2026, this is over 5 months later. Their dealings have been totally misleading and not at all willing to assist in any manner. I must say they did ask if i wanted one that in their own words was not in a great condition but is new and only has a few stains on it alternatively i can take two singles push it together. That is their solution. i spent almost R40,000.00 on a mattress and some accessories in that store and this is how they treat their customers. They are not forthcoming at all with regards to a solution i must merely wait. The way this has been handled is unacceptable, ********* and damaging to customers.
Helpful (0)
|Replies (0)YO
Yaqub O
1 reviews | Active since Jan 2020
17 Nov 2025, 08:48
False delivery time zero accountability
I purchased a bed on the 23 September 2025 at Vencasa Canal Walk. The Sales assistant (Sean) advised me that the mattress will arrive in 8 working days. He contacted me a day later and advised that there 'was a misunderstanding' and that the stock will only arrive in late November or early December, this is 2 months later. i have heard nothing from them since and when i prompted them for an answer a month later, they first advised they are trying to get it 'in time' whatever that means. Then later in that same conversation they advised that he has spoken to the CEO and the feedback was not positive, the bed will not make it to Cape Town before Christmas. They contacted me today advising that the bed will only be here on the 24th February 2026, this is over 5 months later. Their dealings have been totally misleading and not at all willing to assist in any manner. I must say they did ask if i wanted one that in their own words was not in a great condition but is new and only has a few stains on it alternatively i can take two singles push it together. That is their solution. i spent almost R40,000.00 on a mattress and some accessories in that store and this is how they treat their customers. They are not forthcoming at all with regards to a solution i must merely wait. The way this has been handled is unacceptable, ********* and damaging to customers.
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Replies (0)RK
Robin K
1 reviews | Active since Jan 2020
18 Sept 2025, 15:32
Warranty lies - Don’t buy Tempur
If I could give 0 stars I would. I purchased a R31800 mattress and R28600 adjustable base on 17/10/2019 in Hyde Park. Over the course of the last 3 years my thoracic spine has deteriorated and I have spent thousands of rand at chiros, physios and such and never consider that my bed is causing the issue - I know I must be stupid but after having spent this much money on a bed, claiming to be orthopaedic by nature, I guess I assumed otherwise. 2 months ago I decided to inspect a little closer and low and behold, although I had suspected for some time due to the feeling that my mattress is sagging heavily in that area. I call Vencasa Brooklyn and after listening to their story, I am forced to pay a call out fee for an assessment for a product that carries a 10 year warranty. Anyway, I pay that, 2 men arrive and they uncover that the base is collapsing in that area and has caused the issue. Reminder, I bought both the base and the mattress at the same time, both being Tempur products. Now it dawns on me what the cause of my pain has been and subsequently after a week or so, I received a formal response that the mattress issue has ultimately been created through this “structural” decline in the base unit. Suprise Suprise, the base is out of warranty and the mattress (which carries a 10 year warranty), well, let’s just say that after a very long time and numerous phones calls, emails and me sleeping on the floor on another mattress, has led us to Vencasa offering me a discount on a brand new mattress and after a lot of moaning, a proposed base repair - gratis. I have repeated my story ad nauseum and bottom line is, Vencasa will not honour the warranty and repair the mattress or replace it free of charge. Instead they say let’s first repair the base and then let’s see if the mattress corrects itself. I have repeated on numerous occasions that the mattress is already on another tempur adjustable base and no magical self correction has happened over a month. I’m so exhausted from the lack of this company addressing the issue of honouring the warranty and repairing the mattress or replacing it that I can only say, this place is a **** and I will never recommend them to anyone. They are hide behind an upgrade at my cost to solving the issue and have stated after my final ultimatum, that Tempur’s technical team maintains that the mattress is not defective based on their assessment and warranty guidelines ,which consider both usage and structural support over time. Don’t buy this product unless you’re happy to buy into a defective product and a misrepresentation of a warranty. I will do everything in my legal capacity to besmirch and decry this sham and grifting organisation.
Helpful (0)
|Replies (0)RK
Robin K
1 reviews | Active since Jan 2020
18 Sept 2025, 15:32
Warranty lies - Don’t buy Tempur
If I could give 0 stars I would. I purchased a R31800 mattress and R28600 adjustable base on 17/10/2019 in Hyde Park. Over the course of the last 3 years my thoracic spine has deteriorated and I have spent thousands of rand at chiros, physios and such and never consider that my bed is causing the issue - I know I must be stupid but after having spent this much money on a bed, claiming to be orthopaedic by nature, I guess I assumed otherwise. 2 months ago I decided to inspect a little closer and low and behold, although I had suspected for some time due to the feeling that my mattress is sagging heavily in that area. I call Vencasa Brooklyn and after listening to their story, I am forced to pay a call out fee for an assessment for a product that carries a 10 year warranty. Anyway, I pay that, 2 men arrive and they uncover that the base is collapsing in that area and has caused the issue. Reminder, I bought both the base and the mattress at the same time, both being Tempur products. Now it dawns on me what the cause of my pain has been and subsequently after a week or so, I received a formal response that the mattress issue has ultimately been created through this “structural” decline in the base unit. Suprise Suprise, the base is out of warranty and the mattress (which carries a 10 year warranty), well, let’s just say that after a very long time and numerous phones calls, emails and me sleeping on the floor on another mattress, has led us to Vencasa offering me a discount on a brand new mattress and after a lot of moaning, a proposed base repair - gratis. I have repeated my story ad nauseum and bottom line is, Vencasa will not honour the warranty and repair the mattress or replace it free of charge. Instead they say let’s first repair the base and then let’s see if the mattress corrects itself. I have repeated on numerous occasions that the mattress is already on another tempur adjustable base and no magical self correction has happened over a month. I’m so exhausted from the lack of this company addressing the issue of honouring the warranty and repairing the mattress or replacing it that I can only say, this place is a **** and I will never recommend them to anyone. They are hide behind an upgrade at my cost to solving the issue and have stated after my final ultimatum, that Tempur’s technical team maintains that the mattress is not defective based on their assessment and warranty guidelines ,which consider both usage and structural support over time. Don’t buy this product unless you’re happy to buy into a defective product and a misrepresentation of a warranty. I will do everything in my legal capacity to besmirch and decry this sham and grifting organisation.
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Replies (0)GB
Georgios B
1 reviews | Active since Jan 2020
15 Aug 2025, 11:43
Breach of Trust and Misleading Information at Vencasa
As a previous and very satisfied customer of the Vencasa Design Quarter branch, I am deeply disappointed and feel misled by my recent experience at the Hyde Park store. I urgently needed a standard bed and base for immediate delivery. The sales team at the Hyde Park store explicitly told me that they had no stock of cheaper mattresses or bases, compelling me to purchase a significantly more expensive option. Just a few days later—on the Sunday—I called the Vencasa Design Quarter branch, and was informed that they had the exact mattress and base I needed in stock at one-third of the price. This directly contradicted what I was told at the Hyde Park store. When I confronted Vencasa's customer support, their response was to dismiss my concerns with a claim that the stock only arrived "the following week." This is incorrect; I made my inquiry that same week on the Sunday. This attempt to cover up a lack of transparency is unacceptable. The company's proposed resolution of an exchange plus a store credit is entirely useless to me. I have lost all faith and trust in Vencasa due to this dishonest and misleading conduct. I am not a customer who wishes to be compelled to remain a customer through a store credit after a fundamental breach of trust. A company that is willing to mislead customers and then refuse to take responsibility has failed to uphold its values. I will not be purchasing from Vencasa again.
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Georgios B
1 reviews | Active since Jan 2020
15 Aug 2025, 11:43
Breach of Trust and Misleading Information at Vencasa
As a previous and very satisfied customer of the Vencasa Design Quarter branch, I am deeply disappointed and feel misled by my recent experience at the Hyde Park store. I urgently needed a standard bed and base for immediate delivery. The sales team at the Hyde Park store explicitly told me that they had no stock of cheaper mattresses or bases, compelling me to purchase a significantly more expensive option. Just a few days later—on the Sunday—I called the Vencasa Design Quarter branch, and was informed that they had the exact mattress and base I needed in stock at one-third of the price. This directly contradicted what I was told at the Hyde Park store. When I confronted Vencasa's customer support, their response was to dismiss my concerns with a claim that the stock only arrived "the following week." This is incorrect; I made my inquiry that same week on the Sunday. This attempt to cover up a lack of transparency is unacceptable. The company's proposed resolution of an exchange plus a store credit is entirely useless to me. I have lost all faith and trust in Vencasa due to this dishonest and misleading conduct. I am not a customer who wishes to be compelled to remain a customer through a store credit after a fundamental breach of trust. A company that is willing to mislead customers and then refuse to take responsibility has failed to uphold its values. I will not be purchasing from Vencasa again.
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Replies (0)LS
Liezel S
1 reviews | Active since Jan 2020
19 Jan 2025, 04:36
Unhappy customer
Bought their top of the range mattress and have been waking up with lower back pain every morning. Have looked at all the other options and they are worse. They refused to refund and this was reported to them within a week of purchasing the mattress. No improvement and going on 3 months now. Having to spend money and time at the physio and chiropractor, battling with lack of sleep and all they can say is give it time. DO NOT BUY FROM VENCASA BEDFORD CENTRE!!!!
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Liezel S
1 reviews | Active since Jan 2020
19 Jan 2025, 04:36
Unhappy customer
Bought their top of the range mattress and have been waking up with lower back pain every morning. Have looked at all the other options and they are worse. They refused to refund and this was reported to them within a week of purchasing the mattress. No improvement and going on 3 months now. Having to spend money and time at the physio and chiropractor, battling with lack of sleep and all they can say is give it time. DO NOT BUY FROM VENCASA BEDFORD CENTRE!!!!
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Replies (0)AW
Adel W
1 reviews | Active since Jan 2020
21 Nov 2024, 06:47
AVOID VENCASA-TEMPUR
Super expensive beds that promise to last 10 years but did not make it to even the halfway mark. The mattresses form a body shaped indent that is uncomfortable and make it impossible to keep fitted sheets in place, especially on the single beds (we own a king and two singles). We reported it and had them come out to assess, the response was that the memory foam was supposed to do that. Absolutely ridiculous, it’s just plain deterioration like with a plain, cheap mattress. I will not buy from Vencasa-Tempur again.
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Adel W
1 reviews | Active since Jan 2020
21 Nov 2024, 06:47
AVOID VENCASA-TEMPUR
Super expensive beds that promise to last 10 years but did not make it to even the halfway mark. The mattresses form a body shaped indent that is uncomfortable and make it impossible to keep fitted sheets in place, especially on the single beds (we own a king and two singles). We reported it and had them come out to assess, the response was that the memory foam was supposed to do that. Absolutely ridiculous, it’s just plain deterioration like with a plain, cheap mattress. I will not buy from Vencasa-Tempur again.
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Replies (0)GB
Grant B
1 reviews | Active since Jan 2020
9 Nov 2024, 08:58
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!
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Grant B
1 reviews | Active since Jan 2020
9 Nov 2024, 08:58
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!
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Anonymous
1 reviews | Active since Jan 2020
18 Jul 2024, 09:34
VENCASA - TEMPUR
Called Vencasa bedfordview (15/07) and suggested that they refer to their records as I have sent several emails, called and eventually they sent 2 people to assess my mattress (using a wooden stick). They also asked me to give them another full written complaint and said that I would be provided with a written report. Still no response after a month. Their customer service is appalling and certainly doesn't live up to their advertising hype.
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Anonymous
1 reviews | Active since Jan 2020
18 Jul 2024, 09:34
VENCASA - TEMPUR
Called Vencasa bedfordview (15/07) and suggested that they refer to their records as I have sent several emails, called and eventually they sent 2 people to assess my mattress (using a wooden stick). They also asked me to give them another full written complaint and said that I would be provided with a written report. Still no response after a month. Their customer service is appalling and certainly doesn't live up to their advertising hype.
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Replies (0)