Bed King & Henwood Beds - Faulty Bed within 2 Months, Misleading Sales Tactics and refusal to Honour CPA Refund

We purchased a Henwood bed (base, mattress and topper) from Bed King, and within less than 2 months the bed started failing.

The mattress sags, folds inward and has almost no edge support. There are clear hollow areas where we sleep, making it uncomfortable to lie on and extremely difficult to turn at night.

The sides collapse easily and you feel like you are rolling off the mattress.

This bed was sold to us as a heavy-duty, high-quality bed with excellent support and no weight limitations, which is clearly not true. Even a person weighing only 67kg causes the mattress to fold and collapse inward.

An inspection was arranged through Henwood Beds, and despite the inspector personally seeing the issues, we were told the bed is “performing as it should.” No reasonable person would consider this acceptable performance for a bed of this price and supposed quality.

We have requested a refund in terms of the Consumer Protection Act (Section 55 and Section 56 – Right to Safe, Good Quality Goods and Imp**** Warranty of Quality).

The CPA clearly states that within 6 months the consumer has the right to choose repair, replacement or refund where goods fail to meet reasonable standards of quality and durability.

Despite this, Bed King and Henwood Beds are refusing to process a refund and are attempting to force an exchange, which is a direct violation of the CPA because the choice legally belongs to the consumer, not the supplier.

Even more concerning was the sales process. We were told that our warranty would fall away if we did not buy a mattress protector from Bed King, despite already owning a suitable mattress protector.

We were effectively pressured into buying one from the store.

This raises serious concerns about misrepresentation and pressure selling, especially now that we are experiencing resistance when exercising our CPA rights.

The experience after the sale has been extremely poor: • Defects appearing within 2 months • Obvious sagging and loss of support • Independent inspection dismissing visible problems • Delays and lack of accountability • Continuous attempts to push an exchange instead of a refund • Ignoring clear refund requests • Internal discussions used as excuses for delays

It is extremely concerning to see how many similar complaints exist online regarding sagging and poor support on Bed King and Henwood beds.

Customers should be warned that Bed King appears willing to take payment quickly, but becomes extremely difficult when problems arise.

At this stage our trust in Bed King and Henwood Beds is completely broken.

If this matter is not resolved urgently, it will be escalated to: • Consumer Goods and Services Ombud • National Consumer Commission • Further public consumer awareness platforms

We simply require: • Collection of the bed (base, mattress and topper) • A full refund in terms of the Consumer Protection Act • Final resolution of this matter

Consumers should think very carefully before purchasing from Bed King or Henwood Beds.

Our experience has been stressful, disappointing and financially unfair, especially after spending a significant amount of hard-earned money on what was supposed to be a quality bed.

Avoid Bed King and Henwood Beds if you expect honesty, quality and proper after-sales service.