Complete Comfort

I purchased 2x Smart Flex 2 Beds (over $7k) from the Maroochydore store a few years ago. The bed has stopped working so I called the business which is now located in Adelaide. After a genuine enquiry about how the 10 year warranty worked and if I was covered for the parts that were broken, I was basically told that I did not spend any money with them and I have no leg to stand on. After enquiring further about the warranty I was hung up on. Absolutely disgraceful customer service. I would have been happy to discuss replacement parts at my cost but was not given an opportunity as the person I spoke to when straight on the defensive and then hung up. I would not advise spending any money with them.

My husband has Parkinson’s disease, and we were referred to Queensland Mobility Solutions (QMS) Maroochydore by an Occupational Therapist to help us find a suitable mobility bed. The OT and QMS did assist in sourcing the correct bed for him, which was funded through his home care package. However, as his carer, my experience with QMS was appalling. We purchased a companion bed for me, costing over $2,000 (total spend with QMS was $8,500). Before buying, I had researched other retailers and mobility suppliers, many of whom offered trial periods to ensure the bed and mattress were suitable. QMS did not. After just two nights, I was waking in severe pain – backache, headaches, and tears – from the mattress. When I returned to the store, and was made to feel like I was an inconvenience rather than a valued customer. I was told I could “upgrade” to a King Single at extra cost, but the level of service and empathy was poor. When I asked about a refund, I was told the bed was a “custom order” and that QMS would deduct $471 in pickup and restocking fees. I was blamed for “changing my mind.” This refund policy was never disclosed at purchase, and it is not available on the QMS website. For vulnerable families spending thousands of dollars, this is unacceptable. Even the OT later admitted my situation made her realise that more consideration needs to be given to carers’ needs when recommending companion beds. That acknowledgement doesn’t undo the stress, cost, and disappointment. In my opinion, QMS prioritises sales over customer care. If you are considering mobility or aged-care beds: • Don’t assume your OT’s referral protects you. • Shop around. • Insist on a home trial before spending thousands. I will never deal with this business again, and I strongly caution other families and carers to think twice before purchasing from QMS.

Ordered 2 recliners for myself and my wife. On delivery of the first recliner, the colour was completely wrong. When we informed the driver he appeared to become argumentative, threatening and very rude. He then rang his superior who was even worse, he stated "you will pay regardless" was very aggressive in his manner and tried to bully us into accepting something that was not as as per order. Would never use their services again, and do not recommend at all especially an aged person as we are.