The Bed Shop
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, The Bed Shop delivers a polarised experience. In-store sales interactions with named consultants are often praised for friendliness and product knowledge, yet customers repeatedly describe failed deliveries, sagging mattresses within months of purchase, ignored warranty claims, and prolonged refund disputes. After-sales support and head office escalation channels emerge as the most consistent pain points across branches.
TrustIndex
3.4
Jul '25 - Jun '26
Based on recent customer reviews, The Bed Shop delivers a deeply polarised experience. In-store consultations often impress with knowledgeable, friendly staff, but post-purchase issues around delivery, mattress quality, and refunds dominate negative feedback. Customers describe long waits for delivered orders, mattresses sagging within weeks, and a refund process that requires repeated chasing across branches and head office.
The Bed Shop's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. In-store consultants like Beauty, Rhoda, Mahlatse, Vuyiseka and Ndumiso are repeatedly praised for warmth, patience and product knowledge. However, head office and regional managers are described as unresponsive, dragging the theme down despite strong individual showroom interactions.
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
I am very disappointed with the service I received from The Bed Shop in Protea Glen. In March, I bought beds from the store and clearly explained several times that I wanted soft beds. Delivery was done on the same day, but when I got home, I discovered that the beds were too high and very firm, which is not what I asked for. I went back to the store to request an exchange for the correct soft beds. On Friday, 15 May, I was told that I must pay R1000 per bed, which is R2000 in total, just to exchange beds that were not what I requested in the first place. This has left me heartbroken, stressed, and disappointed. As a customer, I expected better service, understanding, and fairness. I simply wanted the beds I originally asked and paid for. Under South Africa’s consumer laws, goods should match what was agreed upon at the time of sale.
1 reviews | Active since Jan 2020
I am very disappointed with the service I received from The Bed Shop in Protea Glen. In March, I bought beds from the store and clearly explained several times that I wanted soft beds. Delivery was done on the same day, but when I got home, I discovered that the beds were too high and very firm, which is not what I asked for. I went back to the store to request an exchange for the correct soft beds. On Friday, 15 May, I was told that I must pay R1000 per bed, which is R2000 in total, just to exchange beds that were not what I requested in the first place. This has left me heartbroken, stressed, and disappointed. As a customer, I expected better service, understanding, and fairness. I simply wanted the beds I originally asked and paid for. Under South Africa’s consumer laws, goods should match what was agreed upon at the time of sale.
1 reviews | Active since Jan 2020
I am writing this letter to share my utter disappointment with “The Bed Shop” – Vincent and Beacon Bay branches. Shopping around for a bed, I landed at The Bed Shop and found they had branches in my town. Getting to a store Monday to Friday is near impossible, as I work out of town. Using a phone, I tried the Vincent branch. On different days, Monday to Wednesday. No answer. On their website, using the contact us option is useless and does not work. So a week later I got to the store and bought a bed. Having used the week, something felt off. I wrote it off initially but called my wife to test and she confirmed the fault with the mattress. I called the Vincent store again, no dial tone no nothing. So I called the Beacon Bay branch and the lady who took the call, informed me the internet is down, so the Vincent store has no phone lines. I shared my concern regarding the mattress and immediately the lady felt the need to educate me and to advise that the mattress only fits on one side and you cannot turn it over. She did not listen to my complaint and assumed the fault was mine. I breathed calmly and explained the situation again. She noted, she will tell the store (who has no phones ) to contact me. She then put the phone down in my ear. She did not take a name or a number and she was not interested in resolving the issue. My advice is, please stay away from The Bed Shop. They are only interested in selling and could not care about your complaint of a fault reported. Rather shop at a larger store, where I assume, you will be looked after.
1 reviews | Active since Jan 2020
I am writing this letter to share my utter disappointment with “The Bed Shop” – Vincent and Beacon Bay branches. Shopping around for a bed, I landed at The Bed Shop and found they had branches in my town. Getting to a store Monday to Friday is near impossible, as I work out of town. Using a phone, I tried the Vincent branch. On different days, Monday to Wednesday. No answer. On their website, using the contact us option is useless and does not work. So a week later I got to the store and bought a bed. Having used the week, something felt off. I wrote it off initially but called my wife to test and she confirmed the fault with the mattress. I called the Vincent store again, no dial tone no nothing. So I called the Beacon Bay branch and the lady who took the call, informed me the internet is down, so the Vincent store has no phone lines. I shared my concern regarding the mattress and immediately the lady felt the need to educate me and to advise that the mattress only fits on one side and you cannot turn it over. She did not listen to my complaint and assumed the fault was mine. I breathed calmly and explained the situation again. She noted, she will tell the store (who has no phones ) to contact me. She then put the phone down in my ear. She did not take a name or a number and she was not interested in resolving the issue. My advice is, please stay away from The Bed Shop. They are only interested in selling and could not care about your complaint of a fault reported. Rather shop at a larger store, where I assume, you will be looked after.
1 reviews | Active since Jan 2020
Very bad service, no delivery after 2 weeks. Customer care useless and Klerksdorp staff powerless to assist with delivery of online order#11531.Must commend Gladys for trying but still no delivery to Klerksdorp from warehouse.
1 reviews | Active since Jan 2020
Very bad service, no delivery after 2 weeks. Customer care useless and Klerksdorp staff powerless to assist with delivery of online order#11531.Must commend Gladys for trying but still no delivery to Klerksdorp from warehouse.
1 reviews | Active since Jan 2020
Very happy with the way Beauty handled us. She is professional and kind. Unlike her manager. Luckly we got hold of Ross and he also assisted us very promptly. Thank you Beauty for your great service
1 reviews | Active since Jan 2020
Very happy with the way Beauty handled us. She is professional and kind. Unlike her manager. Luckly we got hold of Ross and he also assisted us very promptly. Thank you Beauty for your great service
1 reviews | Active since Jan 2020
I ordered a bed online, only to be called and told that it is out of stock and an order needs to be made for delivery to their centurion store. I am very disappointed because its been a week now and i still dont know exactly when to expect delivery because they are not giving me any feedback. Its not a good idea to buy from this shop.
1 reviews | Active since Jan 2020
I ordered a bed online, only to be called and told that it is out of stock and an order needs to be made for delivery to their centurion store. I am very disappointed because its been a week now and i still dont know exactly when to expect delivery because they are not giving me any feedback. Its not a good idea to buy from this shop.
1 reviews | Active since Jan 2020
Was sold a mattress on Friday that turned out to be out of stock. Ok not great, but mistakes happen. So went back to the store to ask for a refund to the card I paid with. I have been given one excuse after the next. It is now 3 days later, and I am still short the R4000 I paid. Absolutely useless bunch and not the faintest idea about customer service. Stay away!
1 reviews | Active since Jan 2020
Was sold a mattress on Friday that turned out to be out of stock. Ok not great, but mistakes happen. So went back to the store to ask for a refund to the card I paid with. I have been given one excuse after the next. It is now 3 days later, and I am still short the R4000 I paid. Absolutely useless bunch and not the faintest idea about customer service. Stay away!
The most common complaint about The Bed Shop, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Value. Mattresses are widely reported to sag, sink or develop holes within months, even on premium Dynamic ranges. Customers describe paying premium prices for products that fail well within warranty, with stitching unravelling and bases collapsing under light weights.
The Bed Shop has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 83 reviews in the last 12 months. Hellopeter has tracked The Bed Shop across 468 total reviews. How is the TrustIndex calculated? →
