After-sales process needs a serious revamp!

I’m leaving this review because while the 100-day comfort trial itself is a great offering in theory, the after-sales communication has been disappointing.

I purchased a mattress from Mattress Warehouse and also took the mattress protector to qualify for the 100-day exchange. After trying the mattress for about a month, unfortunately it wasn’t the right fit for me and was causing discomfort.

I visited the Randburg branch and Micayle was very helpful in assisting me and explaining the next steps. Neo then emailed on 15 May confirming the exchange mattress had been ordered with the supplier and that production would take approximately 7–10 business days.

My frustration has been the lack of communication since then. I followed up on 21 May and again today, and haven’t received any response. I completely understand that manufacturing timelines may be outside of their control, but a simple update — even just to say there’s no news yet — would go a long way.

The sales side was handled quickly and professionally, and Micayle was genuinely helpful, but the after-service communication has let the experience down