In South Africa, good customer service is increasingly becoming hard to find, particularly when it comes to banks and large service providers.
However, my recent experience with The Mattress Warehouse reminded me that excellence in service is still alive and well in some corners of the country.
This isn’t just about polite phone calls or friendly emails—it’s about delivering solutions with efficiency, professionalism, and an understanding of the customer’s needs.
The Context: An Unexpected Challenge
I had placed an order for a Kooi Hospitality Three Quarter bed. Unfortunately, I was informed that the specific size I ordered wasn’t in stock, and the next shipment would only arrive days later. For many customers, this could have marked the beginning of a frustrating saga.
However, The Mattress Warehouse handled the situation differently—decisively and with the kind of initiative that has become rare in customer service.
A Proactive Solution with a Generous Concession
Rather than leaving me to wait or offering vague reassurances, Mr M. from The Mattress Warehouse proposed an upgrade to a Kooi Hospitality Double bed, at no additional cost.
This concession immediately demonstrated the company’s commitment to resolving the issue while prioritising customer satisfaction. Mr M. was upfront about the size difference, communicated the change clearly, and ensured that I wouldn’t be inconvenienced.
Not only was the resolution fair, but it also went above and beyond what most would expect in such situations. This wasn’t just a casual purchase where I could go elsewhere. I specifically needed that bed, that brand, delivered on an exact day and at an exact time. I communicated this to them upfront, and they were mindful of my constraints.
Despite the stock issue, they delivered within my dates and expectations. This level of attentiveness and precision is a rarity.
The commitment extended further when Mr M. and his team ensured the upgraded bed was delivered promptly, accommodating my schedule to the letter. Everything was communicated clearly, with no ambiguity or unnecessary back-and-forth.
The Delivery Day: Professionalism at Every Step
True to their promise, the bed was delivered on the agreed date. The delivery team was punctual, courteous, and professional. What stood out to me was how seamlessly the entire process unfolded—from the initial problem to its resolution.
At no point did I feel like I had to chase after updates or worry about the next step.
Reflecting on the Decline of Customer Service in South Africa
It’s no secret that many South Africans have grown disillusioned with declining customer service standards in the country. For example, banks—at least my bank—require multiple calls and a needless back-and-forth process, which often ends with you having to go to a branch after your query remains unresolved.
In most cases, the staff are polite, with their “Yes Sirs” and “Yes Ma’ams,” but they seem either unable or unwilling to address the actual problem at hand. That is not customer service—it’s just answering the phone.
This is why my experience with The Mattress Warehouse stands out so much. It was a reminder of what true customer service should look like: politeness paired with helpfulness, clear and communicated expectations, conflict resolution, polite assertiveness where necessary, and concessions or incentives where warranted.
Their approach ensured that I felt heard, my needs were met, and the inconvenience was resolved with a practical, thoughtful solution.
We also need to disabuse South African companies of the notion that marketing and promotion are customer service. I couldn’t care less for your summer advertising campaign, lofty goals, or supposed social responsibility initiatives.
Nor am I interested in the concerts or “cool” vibes propagated by your brand influencers, TV adverts, or programmatic advertising—especially when it is at odds with the customer service I experience at your outlet. Marketing and branding are not customer service.
What is the point of having a slogan like How Can We Help You if you are never helpful? It is just trite nonsense meant to make the marketing team and corporate executives feel good about themselves, not the customer.
When I am stranded abroad, needing access to my funds and my bank blocks my card, I do not need politeness, and certainly not being football’d from one internal department to the next.
I need proactive and empathetic resolution to my obvious predicament. That is the essence of customer service—not the gloss of marketing campaigns but the substance of real, actionable help.
The “soft” side of customer service refers to politeness, friendliness, and a willingness to help. The “hard” side is the substantive delivery: ensuring the problem is resolved, the product is as promised, and the customer walks away satisfied. The Mattress Warehouse excelled at both.
The Final Verdict
The Mattress Warehouse, through Mr M. and his team, demonstrated what quality customer service looks like. They didn’t just resolve a potential issue—they turned it into an opportunity to showcase their commitment to their customers.
Offering an upgrade at no extra cost, meeting the exact dates and times I required, clearly communicating every step of the process, and delivering on their promises were all reminders that good service isn’t just about words—it’s about action.
For those of us who’ve become jaded by the state of customer service in South Africa, this experience is proof that excellence still exists. It’s a call to celebrate and support businesses that prioritise their customers, not just as a transaction, but as a relationship worth nurturing.
Let’s hope this story inspires other companies to follow suit.