I had a problem with my Serta bed and logged a complaint with Shirley in December 2012. She asked me to come in and choose a different bed, which I did, upon which she promised that the new bed would be delivered to me in January 2013. When this did not happen, I called her and she promised to find out and get back to me. This never happened and I called the store nearly 10 times to find out what was going on and everytime Shirley promised to call back to give feedback but this never happened. I had had enough and went to visit the store manager, Mick, who looked into the case and told me that the issue was only lodged with Serta on 19.02.2013, a full 2 months later after me lodging the claim. This was the reason Shirley was shurking the whole time. Then Mick takes over the claim and I was told that the bed would take around 6 weeks to be made up. I believed him and then in 6 weeks still nothing. I called him and he promised that the bed would be delivered by the latest 19.04, and still to date nothing. When I call for him, I am told that he was on course. Lebo, the acting manager took my complaint on 23.04, promising to call back with feedback. To date nothing.
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