Avoid this franchise, they have no after-care to support customers
I purchased a King Koil set in February 2020 totalling $4,600, one of their sets in their top range. Not a cheap expense. Within 4 weeks, the mattress has sunk on both sides of the bed and I have had my neck seize and had to have repeated remedial massage. My husband who has arthritis in his spine has had chronic muscle pain from the first week he slept in the bed. I am so disappointed with this bed and the customer service I've received from both Forty Winks ([name removed]) and AHBeard. It is unacceptable to be sold a product that was re...commended by the store yet not fit for purpose. We followed due process and had a consultant from AHBeard come to validate if the bed was faulty. We were not even asked to lie on the bed so that the observation could be made at the lack of support the mattress offers. The offer of help from AHBeard was they could remove and replace the mattress topper, not the mattress at my expense and I'd also pay for the transport costs. This resolution is unsatisfactory. I am left with a mattress I cannot sleep in, cannot get assistance with from the seller or manufacturer, and not only have I lost $4000, but I will have to purchase a new mattress to resolve the issue. What an unacceptable resolution and terrible customer experience. Forty Winks @ Alexandria, your support to help me resolve my issue is the worst customer experience I've had and AHBeard, you have demonstrated your lack of interest in the product you have manufactured and you don't care about your customers. Why should you be selling products you do not provide the customer care for? I will never purchase from Forty Winks again in my life, nor AHBeard, nor buy a King Koil and I will make sure that anyone in the market hears about my poor experience and avoids spending their hard earned cash with you. Complete disappointment.
- NSW, Bankstown
- Verified customer
Wonderful service from start to finish. Great service from the whole team. The staff provided excellent service and I would recommend anyone to go into Forty Winks Bankstown, they had an extensive range of furniture and pillow selection
excellent customer service
I would like to thank Ben and Belinda and the wonderful staff at the Erina Branch of Forty Winks for there great service they gave me after a problem with our Bed they acted with great care and professionalism
and fixed my problem without any hesitation would highly recommend both Ben and Belinda
Thank you Ben and Belinda
Very happy purchase
Heard from a friend of the service received from this store so thought we would try it as we also needed a new bed. As soon as we entered the store we felt welcomed by Bronwyn who explained everything we needed to know about beds, and after using there 'bed match' test bed pointed us to the comfort levels which we needed to see, her knowledge of beds was unbelievable, all with no pressure or expectation of a sale. After a week or so we eventually settled on a base & mattress which was delivered after approx 3 weeks by 2 very pleasant warehouse ...employees who removed our old bed and set up the new one in a very timely & efficient manner. Sadly as we are of an advanced age we found that even after 7 weeks we could not get used to firmness of our new mattress so took advantage of the stores changeover policy to get a softer mattress, again it was no trouble for Bronwyn to accommodate our needs. During our testing & decision period we went back to the store a spoke to other staff members & found them all to be extremely helpful in every way. I can honestly say that I have never had an easier or more pleasant shopping experience than I did with 40 winks & Bronwyn, and would not hesitate to recommend others to this store. Thanks again Keith
Appalling customer service
Paid $70 delivery in addition to $3,500 for the bed only for the rude and unhelpful delivery drivers to try to shake me down for extra cash to help a 52 year old 5 foot 2 woman get her old bed base downstairs. Would have taken them one minute. Why employ such awful people to damage your business and reputation? Also I wasn’t aware that I would have to construct the bed myself. I might as well have bought from IKEA. Rubbish service. Do not go here!!
If there was an option for no stars, I'd choose it.
Purchased Cobar King Bedroom Suite in May 2014 (~$7000). First bed side rail split in 2015, replaced under warranty. Second side rail split 2017. Third side rail split 2019. The fact this is happening repeatedly, and a study of the construction shows the way it is constructed the bulk of the weight load is concentrated on a small section of timber, which is causing it to repeatedly split. Contacted Castle Hill stored for resolution. They've offered ("as a gesture of good will") two new side rails which they are confident won't split. I am sure ...they will as it is inevitable given the design of the bed. Our bed now being held up with extra timber and clamps. They also told me they'd never had any warranty claims on this bed (incorrect as we did a warranty claim in 2015!) Terrible customer service, avoid at all costs.
- NSW, Castle Hill
- Verified customer
Contract stipulates 2 weeks to contact for delivery, it’s been an unacceptable 5 weeks now. Only contact I’ve had with store was because I had to call and email to get any information about my order. Responses I’ve received are “It’ll be ready when it’s ready”. “Someone will be in contact with you about delivery”. (No contact made). For 2.5k dollars you would think they would care a bit more about meeting customers expectations and holding to what is stated in their Terms . I am unsure what the REAL problem is but have to do MUCH better 40winks.
After sales service non-existent
There are plenty of mattress shops in Tweed Heads so I would suggest avoiding forty winks. They are happy to sell you a bed but if anything goes wrong, they either ignore you or fob you off. If the product is faulty the customer care team really don't care if you are happy or not.
The stitching came undone on my mattress after about 18 months of use. I reported this to the store. I received an email from the customer "care" team asking for photographs etc to satisfy the warranty. I did this and they said they would pick up the mattress a...nd leave a loan mattress in its place while they were repairing my mattress. The loan mattress was more like a slab of concrete. I now have my mattress back however the medium mattress I sent off is now a firm mattress and is very uncomfortable. The customer "care" team will do nothing about this and suggest I wait an indeterminate amount of time to let the mattress "settle". So, after being sold a faulty product, I have to put up with frustration and discomfort. When told the mattress is only replaced if its a major problem, I suggested a very dissatisfied customer is actually a major problem.
Wonderful Service and great deal - thank you Rosa
Have purchased all our beds from Forty Winks Bankstown and have never been disappointed. Attended VIP night and got a great deal on a bed for spare bedroom. Thank you Rosa for your patience and great service.
The reviewer stated that an incentive was offered for this review
Brought a bed from Campbeltown store and paid deposit, and found out that the exactly same bed in Crossroad store was cheaper by $400. So call back and spoke with store manager and she said it’s franchise and they don’t do price match. Even put complaint to Head office and spoke with Area/State manager but even he said he cannot do anything and if you wish you can cancel the order (will lose the deposit) and purchase from other store. Worst service ever from manager and area manager. They actually don’t care about customer. Never ever going to purchase from Forty Winks again.
- NSW, Auburn
- Verified customer
Over Promised and still no delivery!
We went in to the Auburn store and purchased a bed frame and Mattress on the 27th of Dec 2018. Today is the 15th of January and i still haven't received my order. What is even more frustrating is the fact that I had to keep calling the store to follow up on my delivery. The salesperson at the store should have known about the stock before attempting to sell us the product and clearly was driven by making a sale instead of understanding the customers needs. She over promised and we are still without a bed. Terrible service and I wont be shopping there anymore!!!
Bankstown store - Rosa
After 15 long years of a mattress, I talked my parents into visiting Forywinks Bankstown store. Rosa, was amazing. Not pushy at all, but very helpful, informative and most of all professional.
I ended up purchasing my parents two pillows and a mattress from Rosa. Anytime I need anything, this is the store to go to. Big Thank You Rosa.
- NSW, Coffs Harbour
- Verified customer
Rude, dishonest, uncommunicative and unprofessional
I purchased a Tempur mattress and electric base from them. They were price matching another shop, although with a very bad grace. We had a half hour discussion that to seal the deal they needed to deliver and install the bed as the other shop would. Eventually they agreed to do so. I was told I could expect delivery within about 3 weeks. It's taken nearly 8 and they have reneged on installing it, they've just dumped it in the bedroom and left. they never updated me about the delays and responded to my phone calls about it begrudgingly.
When...I called the store to resolve this before the removers left, [name removed] the manager who had been superb up until the point of my putting a deposit down, was actually rude, aggressive and dishonest on the phone! I'm shocked at the unprofessionalism of this shop and how uninterested in any form of communication or customer service they are once you have paid. I will be doing all future purchases through the port macquarie shop or a different chain altogether.
Rosa from Bankstown was so helpful great to deal with
Easy to find a bed with Rosa help good range of stock available happy with the beds I have purchased have purchased beds from Forty Winks at Bankstown This the reason I have return Very Happy with Sale Prices.
very helpful staff and good prcing
very happy with the help i got from the staff at forty winks. I bought alot and i will definitely buy from them again.
I found my perfect match!
Was struggling to find the perfect bed for me & was recommend Forty Winks from a friend. As soon i walked in i was made to feel very welcome by their friendly staff. They introduced me to their bedMATCH range & was able to find the perfect mattress for my needs. Their customer service was excellent; very professional, polite & knowledgeable of the products they were selling. I highly recommend Forty Winks to anyone looking for all their bedding & mattress needs!
Finding a Diamond in the Rough!
I cannot believe how amazing my new mattress is! Firstly I would like to thank the team at Forty Winks, West Gosford. The amount of information and advice I received from the staff was amazing. They answered all my questions and gave me more information than I was originally after.
My old mattress was only 6 years old but recently in the last few years I started having back pain every morning. I took a gamble on the Sealy mattress and it's the best choice I have made. I no longer wake up with back pain. Thank you so much Sealy and the team at Forty Winks, West Gosford.
The salesman at Forty Winks at Bennetts Green was the most helpful I've encountered. He explained my bed options in concise and understandable words. He helped me find the best mattress for my budget and did not try to pressure me into paying more. Even though I was just checking mattresses out, needing to buy one in Sydney for a relative, he was still extremely helpful. He was extremely polite and helpful, I would highly recommend him.
Bad quality bad service
I bought a bed with mould growing on the wood frames. It took three months to even get a refund and I had to also pay for the return pick up costing half the price of the bed
Advanced Comfort Mattress - Warranty not honoured as expected
Tried to make a warranty claim for collapsed springs without any success.
Sincere Bedding (the manufacturer) dragged the chain for 6 weeks and then wanted to see the mattress.
Once seen, they wanted me to fund its transport to their factory to be examined. Upwards of $150 cost to me.
They told me that its not an everyday bed. Its a guest room bed. Not what I was told in store.
Shouldn't sit on the bed. Not what I was told in store.
I moved on elsewhere. Shame as it was my 4th Mattress from that store.
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