Bedshed ACT, Fyshwick

We purchased a $5000 mattress with high expectations, but the experience has been nothing short of disappointing. The mattress arrived with visible dirt marks and even tomato ketchup stains—completely unacceptable for a premium product. Despite reporting the issue immediately, it's now been over 60 days and we’re still waiting for a replacement. … Read more

Instead of resolving the matter, we were advised to use the mattress with the protector we purchased—essentially asking us to sleep on a stained product. To make matters worse, the mattress is excessively high and retains heat, making it extremely uncomfortable at night.

Now, the store is trying to charge us for a replacement, even though their own 60-night replacement policy should cover this situation. We feel misled and let down by the lack of accountability and customer care.

A $5000 mattress should come with quality assurance and responsive service—not excuses and extra charges. We hope this review helps others make a more informed decision.

Antoinette is a great sales person and helped me choose a comfy mattress. That mattress didn't work out but that wasn't her or the store's fault; it just didn't suit my back. I used the 60 night comfort guarantee to select a new mattress and paid the additional costs, but this is where Bedshed fell down as far as I'm concerned. Advice given to me… Read more

in the store led to me inadvertently ordering a really uncomfortable mattress. The selection was made after the advice was given to me but neither Bedshed (the chain) nor the manager (the store) would accept responsibility or even part-responsibility. Instead, they chose to hide behind terms and conditions of the 60 night comfort guarantee (not really relevant to what my complaint was about) and offered no solution nor even an apology for the so-called advice. So for me this was a HUGE FAIL because aftersales support is a test of a store. The mattress's manufacturer, Sealy, on the other hand, has been wonderful, demonstrating genuine concern and responsiveness - in the process showing that Bedshed could easily, and for a decent price, have helped their customer find a solution, but the point is Bedshed didn't even bother trying. Would I shop at Bedshed again? Absolutely not. Never again. Not at Fyshwick and not at any other store in the chain. But should you shop there? I would ask: Why not? We do need to remember that one unsatisfactory customer experience doesn't mean that every sales experience will be a bad one. They do seem to know their stuff. They do have a selection of decent beds and mattresses - and others that are not so good, but then that's the case with all bed stores, including the two other bed stores that are a short distance away and that you might also want to check out. It's just that Bedshed could also do well to consider that when it does go wrong, a knee-jerk reaction of blaming the customer and blindly quoting from terms and conditions instead of showing genuine concern for the customer is not actually good business practice in this day and age. It leads to publicly available negative reviews. It can lead to consumer rights complaints. And even if a negative review acknowledges that really there is no reason why you shouldn't still try shopping there, some potential customers will think twice because a negative review puts doubt in their minds. For those who understand that my experience doesn't mean you would necessarily have a bad experience, should you go into the store, you can ask for Antoinette. She's the reason why this isn't a 1-star review.

Worst quality mattress – Worst quality mattress I’ve ever owned, and ironically the most expensive. Purchased the Entice QB Queen mattress late 2022, within 12 months slight permanent depressions in the springs had appeared. Because were able to visually prove this we were not able to make a claim under the warranty. With 24 months greater depressions have appeared in… Read more

multiple points across the mattress leaving slopes and holes where we intend to sleep.

I would not buy from here again.

Be wary of the delivery timeframes – I have never had so many issues with delivery of an order. Be wary of the delivery timeframes. We ordered on 2 Mar 2024 - expected delivery 5-10 business days. We had asked them to book it in for the 22nd, stayed home waiting for delivery all day, and when I called in the afternoon to see if it was still coming they said it wasnt booked in. My son… Read more

slept on the floor as we had dismantled his cot/bed in anticipation of delivery that day. They assured me it would be delivered the following day (23rd).

Stayed home all day awaiting delivery again. Called and tried to get confirmation of when to expect the delivery and they didnt give a clear time. Then they call and say "actually we have the mattress but there is no base, that never arrived at the store, but the mattress will DEFINITELY be with you today". 5pm rolls around and nothing. I call again, someone made a mistake and the delivery wasnt made.

Thankfully, when I pointed this out, the manager kindly came and delivered the mattress the same day after 5:30pm. The bed base arrived on the 30th March. After contacting bedshed several times, they agreed to refund the difference between the price we initially paid and the discounted price that was available when the product was delivered.

Positive experience – Great product - the Acoma bed. Bought two of them! Good communication and were kept up to date on delivery timeframe. Show details

Worse customer service. No communication and i dont know where is the furniture i have ordered months ago – Ordered a bed and 2 bedside. I was advised that it will come by 28th May. I didn’t receive no communication which i was expected that that I will at least get a call or some sort of communication couple of days before it would be arriving Canberra so that i can arrange for the delivery. When i called the store, the phone was not working. I tried… Read more

for another day but same problem so I thought i better visit the store. Upon visiting the store sales rep have no clue about the delivery and i was promised that store manager will get in touch with me next day to advise further. But, i did not receive no calls, therefore I decided to call myself and luckily their phone was working this time. Upon asking for the order I was advised that the shipment is delayed for a week so it will arrive on 7th June. When i further asked when can i pick up my order, i was advised that it will take couple of days to arrive to canberra and they will give me a call. I again called on 9th June and i was advised that shipment has arrived in Sydney and it will be here in couple of days. No call received in couple of days and when i called them they said it will be here soon but no specific date was given. I called again on 11th and advise same that it will arrive soon here. I have been calling almost every 2nd day and now twice they have advised me that it has reached here and it will take couple of days to unpack the container which has been going for past 1 week. No response of when and where is the order. I wish I could sue this place.

Great service – Great service by staff, they also gave you space to think about your decision and could answer questions asked with ease Show details ·  1

Not an ethical company - don't buy from Bedshed – We purchased a bunk bed from Bedshed Fyshwick in March 2021. We are now in October and the company has not been able to supply the product. We are reasonable and can accept this as a potential Covid supply issue. The real problem is that the company will not refund our money. Understandably, we have had to purchase a bed elsewhere. Every time we… Read more

call Bedshed, they inform us that they need to call head office and they will phone us back to confirm the refund. We never hear back from them and no refund has been processed. Unethical bunch.

Terrible customer experience – In January 2021 I purchased a bedside table and tallboy. I was told they were both in stock and delivery would be 6-8 weeks, I agreed that was reasonable and made the purchase. For 2 months I heard nothing. Finally I called in April and was told that they were both delayed, the bedside table would be 3-4 weeks and the tallboy wouldn't arrive until… Read more

June. I was unhappy with this response as I was told it was in stock when I purchase this so I asked if I could get a refund. After various calls back I finally got the answer that I would not be able to get a refund only cancel the order for a fee. At the time I wasn't happy with that response but they assured me the bedside table would be soon and the tallboy in June. The bedside table came in May and I waited to hear about the tallboy. I called at the start of June and asked for an update I was told 2 more weeks. I finally called mid June and asked for some sort of compensation as I have now been waiting nearly 6months for something I purchased. I have just been told by the manager Regina now that they are not able to do anything for me but deliver it whenever it finally arrives. As much as I am frustrated with the long wait Bedshed Fyshwick were also not providing me with good customer service, they made me wait for information and at each instance I had to call back to get any sort of response. I wouldn't recommend shopping here unless you're prepared for that.

Excellent high quality products – Their dressers are fun to play with because you can discover secret compartments. Their top range bed frames are beautiful and made of solid wood. The staff were friendly and happy to support the customer demands. Show details ·  1

Excellent service and products – Bed was assembled professionally and quickly. Beautiful and classy set. The service was also great. Well-worth the price paid. Will shop again from Bedshed and recommended to others Show details ·  1

Embarrassing Customer Service – I purchased a bed and mattress late November 2020. I was very excited about the bed and it has actually turned out to be great. The service however was one of my worst experiences. I was charged in store, and two times I was required to pay more due to clerical errors. I was advised the bed would arrive in the last week of December which is why I… Read more

bought it because I needed it early January. It didn’t arrive until March. I had to call three times to find out when it will arrive. At no time did the store manager Regina provide satisfactory service, rather her expectation seemed to be for me to make all of the contact. The bed was scheduled to be delivered Thursday, it didn’t arrive. I took the day off. It was rescheduled to Friday - once again I had to call them. The bed side tables didn’t arrive and I was advised they will be delivered and installed by the end of March. I called on April 10, again no contact from the store to update me on the delivery. It is now expected late April. I requested Regina, the store manager, assess my verbal complaint and that she offer something to make good on this terrible experience. She promised to call me. She did. But she had no response and promised to call me the next day. She didn’t call. When I called she said she had left a voicemail. I never received a voicemail.

Dont shop here – Delivery agreement not honoured 3 times, No courtesy call or follow up. Product defective. 3 complaints. Still no follow up. Show details

WORST STORE AND CUSTOMER SERVICE! – WORST STORE AND CUSTOMER SERVICE! IF I CAN GIVE A -10 STAR THEY DESERVE IT! After inquiring and talking to a sales person, about a bedframe with supposedly integrated bedside tables,we were told for an advertised boxing day sale price, and so we paid for it. Just after 30 mins they called and said they maid a mistake and the side tables are not… Read more

included and need to pay for an additional $450. As we already liked the set, we paid the $450.

We are now told that it will be delivered 2nd week or 3rd week of January. After calling several times, they told us that its probably 1st week of February and they will call us. No call,so we followed up, now they still cannot give us an exact date when it will be delivered. The worst thing is we cannot cancel our order or else WE STILL NEED TO PAY THE 30% OF THE PRICE??!!! What is this a scam?

Disappointing – I placed my order for a bedroom suite, in October last year. Each time I call for an update I am told something different, it's at the at the warehouse; it has just arrived; there has been delays; ect. Seriously, how many times has it arrived at the warehouse?

Fantastic, above and beyond! – We ordered the Insignia Enchant King size mattress. Yadi was absolutely amazing and delightful to deal with. We received nothing but outstanding customer service from all staff involved from communicating about the arrival of the mattress to making sure it had been delivered. The mattress itself is absolutely fantastic and we would not hesitate in… Read more

recommending it to anyone wanting a comfortable quality mattress. Thank you for all the effort to ensure our customer satisfaction from beginning to end.

great service – I recently purchased a mattress with my elderly father and found the staff to be very helpful, both with showing us different bed options, as well as emailing further information and ensuring that the delivery people went the extra mile in setting up the bed for my elderly parents. I would recommend Bedshed in Fyshwick as a place to shop for beds. Show details

Great customer experience and product – We were able to order over the phone and still got a great price (and a great discount). When we went to collect our Aspen bedroom suite, they went above and beyond to accommodate us. Got the bedroom suite home and all set up and it looks amazing! Thank you to the all the staff at the Bedshed Fyshwick Show details

Bedshed fyshwick Canberra – Great customer service, halley was exceptional in making my delivery happen, my first night sleep was fantastic, to halley and staff, thank you, I visited many stores over many weeks, tried many beds and I have no hesitation in recommending highly halley and team at fyshwick bed shed.  Show details

BedShed Fyshwick Canberra. Shop Elsewhere! – My husband and I visited Bedshed in Fyshwick Canberra and purchased a bed head and base from one of their flexible, interchangeable ranges where you can select different bases and bed heads according to your liking. The transaction went smoothly as did the initial delivery. When my husband tried to put together the bed the day after it was… Read more

delivered, the base didn't match the head and so the bed didn't form a square but more of a triangle and the slats didn't fit. The bed was completely faulty and unable to be used. This was a particular problem as we had guests arrive which we subsequently paid for to stay at a hotel costing us about $500.

I phoned Bedshed and explained the situation. I was advised the matter would be looked into. After 1.5 hours the person called me back and said there was an issue with the manufacturing and that they could swap the base out for an older version of the stock and that it would be delivered on Monday. I was guaranteed that he had been to the warehouse and that they had the older stock in the warehouse and that we would hear from the delivery company at about 10:30am Monday morning. We were told the delivery company would make this a priority. Incidentally, this person also advised that the possible issue with the new bases not matching the head boards had been identified when staff tried to put one together but they simply put it down to a one-off fault.

By Monday at 12:30 my husband, who had been waiting at home had heard nothing, so he rang the store and was promptly told by a different person that they didn't have the base in stock but that we could pay an additional $300 for a base they did have which had drawers. In a subsequent phone call my husband was told he could reduce the additional cost to $200 extra and then he was told we could wait until they get another delivery in which should arrive in December. We advised this was urgent as we had guests in a hotel. During another phone call we were advised that we could swap the entire bed for a different colour which we didn't want to do as we wanted the neutral colour we chose, not slate grey. To add to further frustration, I received a phone call at work advising the bed base would be delivered at 3pm. Who knows what that was all about.

Bedshed didn't seem to realise the full extent of the inconvenience and the unacceptable nature of being told various different things and being asked to pay for an upgrade when the bed had a major fault and according to the ACCC we are in our rights to ask for financial reimbursement which could involve the replacement of the item with one of higher value. They also seemed to think it was ok to just offer free delivery of the replacement bed/base and pick up of the faulty one which under the ACCC they are obligated to do given the bed is an oversized item and its a major fault. We ended up phoning the state manager of Bedshed who tried his best to help. After accepting an offer to pay an extra $100 for the replacement of the bed with one that had the drawers, the Franchisee phoned the state manager to advise that the person in the shop did one last check and realised they didn't have the stock!

We promptly asked for a refund. The state manager was deeply embarrassed and apologetic. We were irate. We arranged through the state manager that the refund was to happen immediately and that the bed was to be collected the following day at 6pm when we return from work. The state manager advised that he told the franchisee to just make this happen as things were handled so poorly and do indeed look bad for Bedshed.

The person at the store promptly phoned and refunded our money. He guaranteed me multiple times that a delivery person had been arranged for the following day at 6pm! He tried to make weak excuses about problems in the warehouse which I rebuffed having worked in retail myself involving furniture and warehouses. Its not acceptable to be reassured and promised that items are in stock and will be delivered when they aren't!

Just when we thought it was done and we put it down to an appalling and costly exercise but we know never to shop there again, we receive a phone call the following day advising that no one can collect the bed at 6pm! After angrily asking the person to follow up with the state manager we were advised that someone would collect the bed at 6pm.

So here are the points in terms of the poor customer service. If you advise that you are going to the warehouse to look at Sku's to match up stock and check availability, actually do so and if you guarantee that stock is in the warehouse make sure this actually is the case. It would be worthwhile for staff to actually check whether an issue identified in store is a one off fault or a major issue with a batch, that way the customer is not inconvenienced. Don't minimise the impact to the customer by trying to suggest that free delivery/pick up of $79 is adequate when you have guests now in a hotel costing the customer $500. Lastly, in terms of how you talk about your colleagues, both of these staff members involved in this matter on different days, just advised that the other was wrong and that this isn't how they would do things. Bedshed would do well to retrain their staff in customer service, that includes how they discuss each other. Training in how to read shock levels, allocations to customers and sku's in the warehouse is also needed. Communication between staff across different days needs to be improved as its very unprofessional to then phone a client and say "I'm not really aware of the issue but we don't have anyone after 3pm to pick up the bed" The only person who actually came out of this looking professional and helpful was the state manager. Perhaps he should be the person to take the staff at this store through re-training.

Through my own retail experience when issues inevitably arise, you do you best to remedy the matter promptly. I have been part of teams where we have worked back late, driven specially out to customers homes or to other stores to get stock. I've worked with store managers who have been actively involved in fixing problems, so I know the lengths genuine customer service can go to. Customers pick up on the superficial apologies and they look for behaviours that match the apology - behaviour that remedies the customer's issue not at further expense to the customer. Bedshed staff didn't display this and we are aware that the only reason we got a refund and pick up at 6pm was because of the state manager.

My biggest tip to customers is go elsewhere - the money you might save isn't worth the inconvenience and for us it ended up being more expensive anyway.

The service at Fyshwick bed shed was fantastic. The owners of the shop were really courteous and fr – We went to bedshed in Fyshwick. They have a friendly staff and top quality mattresses, beds and pillows. We were impressed with their friendly service. Will recommend everyone to visit the shop;. Terry & Kiran  Show details