Based on recent customer reviews, The Mattress Warehouse delivers a polarised customer experience. Delivery drivers and in-store sales staff are consistently praised by name for warmth, professionalism and efficiency. However, a recurring pattern of online order fulfilment failures, prolonged refund delays, and poor post-sale communication significantly undermines trust, particularly for customers ordering through digital channels.
Top Strengths:
- •Customer Service & Support: Named sales consultants and delivery drivers are regularly celebrated for friendliness, product knowledge and proactive communication. Customers frequently single out individuals like Jadene, Zonke, Sboniso, and Tokyo for going above and beyond.
Replied to 6.382978723404255% of negative reviews
Typically takes less than 17h 3m to reply
TrustIndex
9.0
Score
Avg Reply
1760
Hours
NPS Score
55
Recommended: Very Likely
Replied to 6.382978723404255% of negative reviews
Typically takes less than 17h 3m to reply
Apr '25 - Mar '26
Recent reviews (962)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Purchase
Best professional services 👌 Great job and service Anastasia is tops from Mattress Warehouse Ranburg
1 reviews | Active since Jan 2020
Purchase
Best professional services 👌 Great job and service Anastasia is tops from Mattress Warehouse Ranburg
1 reviews | Active since Jan 2020
Great customer service by Jadene Packrisamy to have a new mattress sorted when I ordered thr incorrect version
Great customer service by Jadene Packrisamy to have a new mattress sorted when I ordered thr incorrect version. Will use supplier again.
1 reviews | Active since Jan 2020
Great customer service by Jadene Packrisamy to have a new mattress sorted when I ordered thr incorrect version
Great customer service by Jadene Packrisamy to have a new mattress sorted when I ordered thr incorrect version. Will use supplier again.
1 reviews | Active since Jan 2020
Great service from employees at Durban warehouse
We ordered a Sealy bed from The Mattress Warehouse based on a 6-10 working day lead time. Unfortunately we were then advised on day 8 that the mattress was still being manufactured and had been delayed by stock take and that it would then only be delivered a week later. Had we known at the time of ordering the mattress that it still had to be manufactured, we would have chosen an alternative bed so we have taken one star off the rating for the fact that this was not informed at time of purchase. In saying this, on day 10, the Durban warehouse made an arrangement for us to go to the warehouse and choose a suitable alternative and I have to commend Zonke Lwana who is an employee of their Durban branch who went above and beyond to arrange an alternative bed for us and ensure we could sleep comfortably that night and has since followed up to ensure we are happy with the alternative. Whilst we didn't get refunded for the fact that we collected the bed instead of a free delivery, they did offer a discount on the unit which we chose.
1 reviews | Active since Jan 2020
Great service from employees at Durban warehouse
We ordered a Sealy bed from The Mattress Warehouse based on a 6-10 working day lead time. Unfortunately we were then advised on day 8 that the mattress was still being manufactured and had been delayed by stock take and that it would then only be delivered a week later. Had we known at the time of ordering the mattress that it still had to be manufactured, we would have chosen an alternative bed so we have taken one star off the rating for the fact that this was not informed at time of purchase. In saying this, on day 10, the Durban warehouse made an arrangement for us to go to the warehouse and choose a suitable alternative and I have to commend Zonke Lwana who is an employee of their Durban branch who went above and beyond to arrange an alternative bed for us and ensure we could sleep comfortably that night and has since followed up to ensure we are happy with the alternative. Whilst we didn't get refunded for the fact that we collected the bed instead of a free delivery, they did offer a discount on the unit which we chose.
1 reviews | Active since Jan 2020
Thank you so much to...
Thank you so much to Phillipe and Tshepo for the amazing service,the communication was very smooth and even the delivery was great
1 reviews | Active since Jan 2020
Thank you so much to...
Thank you so much to Phillipe and Tshepo for the amazing service,the communication was very smooth and even the delivery was great
1 reviews | Active since Jan 2020
Anastacia at Mattress Warehouse Randburg
Shoutout to Anastacia at Mattress Warehouse in Randburg – absolute legend! 🙌 Popped into the shop looking for a double bed base to go with my existing mattress. She was super chill, didn’t push anything on me, just listened to what I wanted and showed me the options that actually made sense. Explained everything properly without the sales jargon, helped me pick the right one, and sorted it all out nice and easy. Walked out with exactly what I needed, no stress at all. If you’re in Joburg and need a base (or anything bed-related), swing by Randburg branch and ask for Anastacia she’s proper helpful and makes the whole thing fun
1 reviews | Active since Jan 2020
Anastacia at Mattress Warehouse Randburg
Shoutout to Anastacia at Mattress Warehouse in Randburg – absolute legend! 🙌 Popped into the shop looking for a double bed base to go with my existing mattress. She was super chill, didn’t push anything on me, just listened to what I wanted and showed me the options that actually made sense. Explained everything properly without the sales jargon, helped me pick the right one, and sorted it all out nice and easy. Walked out with exactly what I needed, no stress at all. If you’re in Joburg and need a base (or anything bed-related), swing by Randburg branch and ask for Anastacia she’s proper helpful and makes the whole thing fun
1 reviews | Active since Jan 2020
I placed my order online taking a risk on buying a mattress without testing it
I placed my order online taking a risk on buying a mattress without testing it. Zonke reached out to me and asked me a few questions to make sure it was suited to my needs which gave me some peace of mind. She also informed me upfront that the one I ordered may take longer than the proposed delivery timeline but continuously made an effort to keep me updated throughout the wait, which made me feel valued as a customer. The mattress warehouse delivery team just dropped off the mattress and Mboh and Sbongiseni delivered it with a smile. The service and care was welcomed. Thank you team👊🏽
1 reviews | Active since Jan 2020
I placed my order online taking a risk on buying a mattress without testing it
I placed my order online taking a risk on buying a mattress without testing it. Zonke reached out to me and asked me a few questions to make sure it was suited to my needs which gave me some peace of mind. She also informed me upfront that the one I ordered may take longer than the proposed delivery timeline but continuously made an effort to keep me updated throughout the wait, which made me feel valued as a customer. The mattress warehouse delivery team just dropped off the mattress and Mboh and Sbongiseni delivered it with a smile. The service and care was welcomed. Thank you team👊🏽