SleepMasters
Reviews and Complaints

I purchased a bed online at Sleep masters, upon delivery the bed was torn , i advised the delivery guys they did note down the damage. They advised that normally it takes them at least 5 days before they can exchange the bed for me. It’s been over a month now I am still waiting for them to change the bed . When I follow up they are telling me that they are still busy , no feedback is being provided unless I try to reach out to them . Pathetic service indeed . I am not happy at all .

I bought a new bed from SleepMasters on the 27 December 2023, in Middelburg. Upon getting the bed I decided to leave the plastic cover on. When I slept for the first time I hear spring noise. The following day I decided to remove the plastic cover because I thought it might be the cause. To my surprise I still hear the uncomforting noise from the bed mattress.

I have been going to the shop to swop my bed lay-bye but every time i go i don't receive assistance.. The last time, i decided to communicate with the store was telephonically and it was on the 17th November and i asked the guy i was talking to about having cellphones in the store yet anf his reply was"they have no access on cellphones" and he said all stores. When i told him i would contact the head office, he said i should wait he will check and come back to me. He did call back and suddenly they had access and said he would send me a catalog on phones, even today am still waiting and there is no more communication. I am disappointed in their service, as i have been going to the store and every time, they would tell me stories or pressure me to take up something i don't need.. My order number is15363568

Good day. I hereby want to complain about my sleepmasters account. I purchased a bed in 2022 the bed was r700, during the process I deposited r1000 and I was told i'm left with r6000 since I deposited r1000. Since I took the bed, i've paid almost r7000 but i'm shocked to know that i'm left with r7000. That will make it r14000. How is this possible? No one explained this to me at the branch. Please help me to fix this. Now i'm paying for more, I didn't know.

My husband bought a new bed and headboard with pedestals they then told us they will deliver the following day as they said the morning yet they came late afternoon with that when I checked the one pedestal was damaged as we then took pics and sent it to them and called them as well they then said they will send us another one the same day yet we have been waiting the delivery guy then messaged us to say they have one but yet it is also damaged as I said no we never paid for damaged items they then said by the following day they will deliver a new one from warehouse and yet no communication we still waiting I then called the store to find out what is going on they said oh they forgot to let us know but Thursday they get deliveries from warehouse so they can’t tell us when exactly and they can’t do a follow up from warehouse to find out either so we just have to wait hence the manager doesn’t talk to me but the sales consultant does and keep saying my manager said this and that no urgency or anything to do follow up for customers that spent so much money in the store I mean it wasn’t lay-by or anything we could’ve taken our money somewhere else if we wanted to but now we have to wait for them to set up my headboard and pedestals the way I’m feeling I would just like them to give me a refund on it.

I bought a bed in 2021 december, a year later that is 2022, the mattress started sinking, logged a complain with the store 2023 January. I was referred to the manufacturer for to submit the details and I did that. End of February the exchange was approved from the manufacturer.

I told the store, I want to switch to a brand that I know which is seally, I was then told that I need to pay additional R1500, I payed that on the 16th of March 2023, to date it istill a mission to receive the bed. It has been back and forth with stories from their side about the warehouse not being able to deliver. 1 and half month later I have not received the bed.

The latest promise made yesterday was it will be delivered on the 30th of April. I only noticed after I have bought from them that a lot of people are not happy about sleepmaster's products and their customer service in general.

Very bad and extremely poor customer service received from their warehouse, would not recommend anyone to them. It is a concern that most of their customers are complaining about bad quality of mattresses.Consumers be careful and runaway from sleepmasters otherwise you will be frustrated.

I went to the store at mamelodi crossing asking for the manager for help which i didn't get so she said they did not receive my instalments from my debtor and I'm not the first customer to complain about it,that why my name won't be on cleared from the system because we trust the debtors too much and they don't have settle our accounts, so please how can i resolve this issue even experian tried to help.

I went to sleep masters in a arbour crossing in durban, with the intention to laybye bed, yes I did, and I pay r1000, on december 2022 I decided to cancel the the laybye and add money and buy a cheaper 1, I did so the staff were very rude body shaming me and my husband about the bed we buy, we waited for the bed to be delivered unfortunately not I decided to cancel and request a refund on 21/12/22 until today no refund I phoned the store thy always come up with different story

I bought a bedroom suit at Sleepmaster diepsloot to be delivered at home Limpopo nd 3 days after purchase I got confirmation of delivery date of today 26/11/2022 . Today I got a call from delivery guy telling me tht their in Gauteng where I reside to deliver. How is it possible since I simply gave them the address of where should they deliver. I contacted the store where I bought nd I'm being told they can't assist me therefore I should cancel the purchase .

Good day, my name is Tshifhiwa Netshiozwi (Sambo) I have done a laybye cancelation at sleepmasters at hazyview on the 30 September. I was told to wait for 10 to 15 days for refund and on day 15 I called to follow up and I was told that it was rejected because I used the new ID with different surname from the previous, I sent the previous ID copy so now I want to find out if this 1 is accepted because it's been long waiting for my money

My order was placed and paid for 16 August 2022. On day five I did an enquiry because I could see my order status was still on order placed. I was informed that it`s only day five so its still too early to expect any movement. I did another enquiry on day ten because the status of my order was still the same on day 10. I was informed that the order is still within the 10-15 days period. Today is day 14 and the order status is still the same. After making another enquiry I was informed that a ticket was generated and it will take 48 hours not even considering the fact that its day 14 already. I was also informed that should I cancel my order it will take minimum 14 days for it to be actioned. Is this really reliable customer service? This is the worst customer experience ever. Its really sad that companies are allowed to do false advertising. If companies don't deliver on the online service they provide, they should not be allowed to do business online.

The bed is not comfortable, it's like you're sleeping on springs and you can hear the springs squick on the mattress. Bought it in November 2021. I bought the bed at sleepmasters Boksburg. If possible can I return the bed and get a refund coz I don't trust any of their beds anymore.

Customer -3071745

I purchased a queen Rossi bed set from sleepmaster Stanger, my bed was exchanged March 2021 as the mattress springs were an issue, now I have the same issue but this time a spring popped out of the side of the mattress, I made a complaint instore 3 weeks ago with no reply, I went back week ago to see the manager, told my there's nothing she can do cos its a Sealy issue and a complaint was logged. Please assist, thanks

We went to Sleepmasters at Southgate to look for a bed and were treated very nicely by the salesman. We joked around and asked for a big discount, but the salesman told us that he could not assist with that, but that his manager could. At that moment the manager walked in, but no smile and looking absolutely miserable!.. I had to greet her and even doing so, she did not return my greeting!.. She just looked at us waiting to tell her what we wanted, when we told her in a joking manner about giving us a discount, she just told us that she could not and walked away very rudely by dismissing us! Not even interested in assisting us further as to what else can she assist us with in terms of our short budget for the item, not a care in the world, her attitude is very disturbing, I'm sure, the store will not be getting many customers with her there!.. I would like to go back there to tell her in her face that she just lost out on a huge deal! Terrible service, I will not be going back there again and will not recommend anyone to do so.

I bought a bed online on sleepmasters site, it was delivered after month and few days of having the bed the middle part was sagging I called and made a complaint after two weeks of complaining only then I was referred to their manufacturer for investigations then they finally approved for my exchange, I was then referred to check with the closest store to check progress on my exchange . Few days later got a call for my exchange arrangements date and was told on the 9th of Oct they will deliver .. two weeks later now nothing from them.

I've just called the King Williams Town branch since I stay close to them and a Very rude manager John assistant me on the call telling me they don't deal with online matters ok waisting his time on the phone and he has to assist another customer, when I'm explaining that I was told they can see arranged exchanges he dropped my call.

At this point I want a full refund them to take their bed and give me my money because I'm treated as if I didn't pay for my bed, as if I owe them money

I purchased a sleep master mattress we have had the mattress for maybe 8 years but now it creaks everytime you move I keep having to turn it round
It was bought because of the guarantee being long
I hope this problem is resolved it was bought in Milton Keynes
Please find enclosed the original tag still on the bed
Thankyou for your attention

We ordered goods during the last week of july 2021. We waited and were informed about 5 weeks later that the bed was still out of stock. We asked for the entire order to be cancelled, as our children had already spent 2 weeks without a bed! We were charged in full, yet only the 2 x headboards were delivered. To date we are struggling to get our money back. We even ordered, paid and took delivery of all goods from ericssons within 1 week!

I MEAN TO ANYONE WHO WOULD BUY THEIR BEDS THIS MONTH, THEN THE NEXT MONTH FEELS LIKE ITS BEEN OWNED FOR 5 YEARS.

I really need some clear explanation cos I feel like I have been misled. False advertising to think when I walked in their shop I had other options but no they had to sell me bad quality for a premium quality.

I need answers, I'm not happy at all.

Sincerely

We bought a queen bed at sleepmasters with 5 years guarantee/warranty in 2018. We reported problems with the mattress in early 2020 and even today we are battling to get assistance in this regards. We have been coming to the every week to come and address the issue but there is no progress happening. Everytime we get promises that they will attend to the problem but nothing happens always after we leave the store.
Please assist.

I have had a run around with your customer service division and your warehouse for almost a year. I am completely unhappy with the service. My issue with the product is the base set damage, the mattress is squeaking when you move. In a nutshell, there has been alot of back and forth, including a recent interaction with someone from you're warehouse who insisted that I make the time for the mattress exchange during his working hours.(firstly, I found out..only the mattress would be exchanged). secondly, I explained that I am a healthcare worker, ia m unable to leave the hospital on a while. However I am available before 7:30am and after 16h00. He was meant to call me back with a resolve. Today I find out that my ticket has been closed. I'm extremely angry and horrified at the service I have received. My old ticket number is #1821935. I am available on Saturday the 19/12/202. Please collect your defective product and provide me with a refund.
Kindly note, I will never purchase anything from your stores ever again, and I will not allow the people I know to support you. Thanks.

Kind regards
Dr A Sunker