Sleep City - Alexandria. Purchased a bedroom suite from above store - told it would be delivered 6 days later. It was with one bed side chest damaged. This was pointed out by the delivery guys - no problem, have a new bed side chest sent out next week they said & noted same on our paperwork - which would be the following Saturday. No phone call to let us know what time it would be delivered, in fact, nothing, no delivery. So rang them this morning (being next business day) & it appeared there was no record of a warranty replacement at all & I had to supply all necessary details from scratch. Then to top it off, we were lucky to have it within the next 8 days (it was nearly going to be 14 days. The item is in stock, so I think it should be sent out by a VIP courier a.s.a.p. Also, I'm very concerned that the delivery guys obviously don't seem to talk to the returns/warranty staff. Very poor service for items that were paid for in cash over 2 weeks ago. Not happy at all!
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I recently purchased a bed from Sleep City Alexandria showroom. At the time of the sale, I requested to pick the bed up myself from the showroom, and was told that I was not able to do so and that I would have to pay for delivery - no matter what - it was part of the deal. On the day of the delivery, I was told that delivery would not happen until 5pm – when I wouldn’t be home, with the next available delivery date being another month later. With out any real choice, I asked that the bed be left on my front porch as I needed it immediately. When I returned home later that day, I found the bed had fallen and was smashed in my courtyard. I contacted the store and then the warehouse the next day to arrange for a replacement, and was told that a new bed head could be delivered to the Alexandria showroom for me to collect, but could not be delivered directly to me. I then arranged to pick it up myself. When I went to assemble the bed, I found that the slats had not been included with the first delivery. Again, I contacted the Alexandria showroom and re-ordered them. Later that week, I was told that the slats were available for me to collect from Rockdale showroom - about 20mins away. I left a message for the manager to see if something could be done to get the slats to me - but nothing - not even a call back. I later sent my builder to the Rockdale store to collect the slats. When he returned, we found the wrong size slats had been sent – so he had to cut them down to size from Queen to Double. I rang to complain with the store - the girl said that it was like I was trying to get a free bed out of them - first a bed head, now slats.... such attitude. I said that I didn't even want the first bed - and she mumbled and then hung the phone up. I later contacted the area manager with my complaint, and was told that he would call me back the next day with a resolution. A week later - nothing - so I contact the customer service manager and went through my complaint again, and was told to expect a call the next day.Nothing. I then emailed the managing director of the company - who finaly came back to me - and agreed to return my delivery fee of $33.00 to make up for the entire experience.
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