TM
The Mattress Warehouse
Verified Business
TM
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, The Mattress Warehouse delivers strong in-store and delivery experiences when orders go smoothly, with named drivers like Victor, Mbo, Phillip, and Godfrey earning consistent praise. However, significant friction emerges around stock availability, delayed deliveries, refund processing, and after-sales communication, particularly for online orders where promised lead times are frequently missed and customers must repeatedly chase updates themselves.
TrustIndex
8.3
Ranking
#5
in Online Shopping
NPS Score
24
Recommended: Likely
Jul '25 - Jun '26
Based on recent customer reviews, The Mattress Warehouse delivers a polarised experience. In-store and named sales consultants like Zonke, Jadene, and Sboniso draw consistent praise, alongside delivery teams Victor, Mbo, Phillip, and Tshepo. However, online order fulfilment, stock availability misrepresentation, refund delays, and after-sales warranty handling generate severe frustration, often escalating to Consumer Protection Act threats and Ombud complaints.
The Mattress Warehouse's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Named sales consultants such as Zonke Lwana, Jadene Packrisamy, Nadine, Sboniso, and Future receive repeated personal commendations for proactive communication, follow-ups, and product guidance. In-store experiences are warm and pressure-free, with staff often going beyond standard service to accommodate urgent needs.
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 extremely disappointed with my experience with Mattress Warehouse regarding two Sealy Welford Medium mattresses purchased on 29 August 2025 and 01 September 2025 (one purchased on my account and the other on my wife’s account). From the beginning, the customer service on both purchases was poor. Following my dissatisfaction, I raised concerns publicly on HelloPeter and was subsequently contacted by the company, who offered pillows after requesting that I remove the reviews. I accepted this in good faith, believing it reflected genuine customer care and a willingness to improve the situation. Unfortunately, my experience has only worsened. The quality of the mattress I have been using has been disappointing and not what I expected from a Sealy product purchased through Mattress Warehouse. More concerning is that the second mattress remains completely sealed and unused, yet when I contacted Mattress Warehouse to request assistance in exchanging it for a better-quality mattress (with me paying in the price difference), there was little to no interest in helping. I was told that a customer manager would contact me, but no one ever did. No follow-up, no accountability, and no attempt to resolve the issue. As a paying customer, I find it unreasonable that an unused, sealed mattress cannot even be considered for an exchange where I am prepared to pay additional money for a better option. The lack of customer care, poor communication, and dismissive attitude have left me feeling ignored and misled. I genuinely tried to resolve this amicably and privately, but after repeated disappointment and unfulfilled promises, I feel compelled to raise this concern publicly again. I hope Mattress Warehouse will finally take accountability, engage meaningfully, and provide a fair resolution.
1 reviews | Active since Jan 2020
I am extremely disappointed with my experience with Mattress Warehouse regarding two Sealy Welford Medium mattresses purchased on 29 August 2025 and 01 September 2025 (one purchased on my account and the other on my wife’s account). From the beginning, the customer service on both purchases was poor. Following my dissatisfaction, I raised concerns publicly on HelloPeter and was subsequently contacted by the company, who offered pillows after requesting that I remove the reviews. I accepted this in good faith, believing it reflected genuine customer care and a willingness to improve the situation. Unfortunately, my experience has only worsened. The quality of the mattress I have been using has been disappointing and not what I expected from a Sealy product purchased through Mattress Warehouse. More concerning is that the second mattress remains completely sealed and unused, yet when I contacted Mattress Warehouse to request assistance in exchanging it for a better-quality mattress (with me paying in the price difference), there was little to no interest in helping. I was told that a customer manager would contact me, but no one ever did. No follow-up, no accountability, and no attempt to resolve the issue. As a paying customer, I find it unreasonable that an unused, sealed mattress cannot even be considered for an exchange where I am prepared to pay additional money for a better option. The lack of customer care, poor communication, and dismissive attitude have left me feeling ignored and misled. I genuinely tried to resolve this amicably and privately, but after repeated disappointment and unfulfilled promises, I feel compelled to raise this concern publicly again. I hope Mattress Warehouse will finally take accountability, engage meaningfully, and provide a fair resolution.
1 reviews | Active since Jan 2020
Great service received from Trish with online purchase over the phone and kept me updated throughout. Great delivery service from Phillip and Tebello.
1 reviews | Active since Jan 2020
Great service received from Trish with online purchase over the phone and kept me updated throughout. Great delivery service from Phillip and Tebello.
1 reviews | Active since Jan 2020
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
1 reviews | Active since Jan 2020
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
1 reviews | Active since Jan 2020
The delivery team of Mboh and Thabani were excellent, courteous and obliging Considering we live on second floor. Thanks again
1 reviews | Active since Jan 2020
The delivery team of Mboh and Thabani were excellent, courteous and obliging Considering we live on second floor. Thanks again
1 reviews | Active since Jan 2020
Mboh and Thabani from The Mattress Warehouse (Durban) assisted me today. They were proactive in communicating with me throughout, called me ahead of the delivery to ensure I was home for the delivery and a smooth handover. Not only were they well presented and friendly, but brought the mattress into my unit and made sure to provide me with good advice that the mattress needs to lie flat for longevity. Gents, I appreciate the support. Thank you for your customer first approach.
1 reviews | Active since Jan 2020
Mboh and Thabani from The Mattress Warehouse (Durban) assisted me today. They were proactive in communicating with me throughout, called me ahead of the delivery to ensure I was home for the delivery and a smooth handover. Not only were they well presented and friendly, but brought the mattress into my unit and made sure to provide me with good advice that the mattress needs to lie flat for longevity. Gents, I appreciate the support. Thank you for your customer first approach.
1 reviews | Active since Jan 2020
I spoke to Carmarie about my concerns regarding a mattress, and she was incredibly helpful, friendly, and accommodating throughout the process. I live quite far from the business, but despite the bad weather, they still delivered the mattress on the exact day I was expecting it. The delivery team was also amazing, very friendly and willing to help carry the mattress exactly where I needed it, even in the rain. As for the mattress itself, it was very affordable and absolutely worth it. It’s extremely comfortable, and I’m really happy with my purchase. I recommend them for both their excellent service and quality products.
1 reviews | Active since Jan 2020
I spoke to Carmarie about my concerns regarding a mattress, and she was incredibly helpful, friendly, and accommodating throughout the process. I live quite far from the business, but despite the bad weather, they still delivered the mattress on the exact day I was expecting it. The delivery team was also amazing, very friendly and willing to help carry the mattress exactly where I needed it, even in the rain. As for the mattress itself, it was very affordable and absolutely worth it. It’s extremely comfortable, and I’m really happy with my purchase. I recommend them for both their excellent service and quality products.
The most common complaint about The Mattress Warehouse, based on Hellopeter's AI analysis of recent customer reviews, is Accounts, Billing & Digital Platforms. The website misrepresents stock availability, advertising items as in-stock that require weeks of manufacture. Same-day and 1-2 day delivery promises mislead customers. Payment is taken instantly while refunds and order status updates lag, eroding trust in the digital purchase journey.
The Mattress Warehouse scores 2.7 out of 5 on Hellopeter's AI analysis of service quality in Online Shopping, compared to the Online Shopping industry average of 2. Their strongest theme is Delivery & Shipping (3.4); their weakest is Returns & Refunds (2). The top AI-rated Online Shopping business on Hellopeter is elevenpast (4.5). How is the AI Score calculated? →
The Mattress Warehouse has a TrustIndex of 8.3 out of 10 on Hellopeter, based on 829 reviews in the last 12 months. Hellopeter has tracked The Mattress Warehouse across 6,298 total reviews. How is the TrustIndex calculated? →