Over 13 Complaints Made Against a Mattress Retailer at Ubi Road for Unfulfilled Orders

Whenever you look through the reviews of a product you intend to purchase, there are bound to be a few negative comments.

These are often about the appearance or quality of the product, or about whether it’s functioning properly.

Such complaints would seem like a privilege to around 10 aggrieved customers of a mattress retailer, however, as they never even received what they paid for.

Over 13 Complaints Made Against a Mattress Retailer at Ubi Road for Unfulfilled Orders

When you call yourself “The Mattress Specialist”, you should probably at least ensure that your customers get the mattress they ordered.

But at least 10 customers have come forward and accused the retailer of leaving orders unfulfilled or partially completed.

The Consumer Association of Singapore (Case) said that it has received 13 complaints against The Mattress Specialist since 1 June, as well as The Furnishing Specialist, a company that appears to be linked to it.

The complainants claimed that their orders failed to arrive on the scheduled delivery date, or that delivery was repeatedly postponed.

Some customers are now asking for refunds, while others are simply asking for their orders to be delivered.

Six customers have lodged police reports against the company, while others intend to take the retailer to court.

Uncontactable 

Customers have reportedly spent thousands of dollars on beds and mattresses, with some never getting them and one even getting a used one and told she would have to use it until the one she ordered was ready.

They have tried to contact the company’s “Guru”, but to no avail, even though they tried all three of his contact numbers.

Company’s Response

In response to the repeated calls and complaints by customers, the company issued two separate statements on its Facebook page.

In the first, posted on 1 Aug, the company offered its “deepest and sincere apologies”, but did not clarify what for.

“We understand that for the last few days, many have been trying to get in touch with the company and our “Guru”. We seek your kind understanding that the “Guru” is no longer with the company,” it wrote.

“We also understand the frustrations that you are going through right now and rest assured, we are in the midst of putting things right too.”

The company said it has “tentatively closed the retail outlets for stock taking and audit purposes.”

Then, on 4 Aug, a man by the name of Ronnie shared a lengthy post on the company’s Facebook page, saying he’s not taken a salary since Apr 2021, and that he’s had to borrow money from his staff and private credit firms to “help” the company.

He added that he’s had to take care of his ailing son and has had difficulties with his wife, but customers were not appeased.

Case: Don’t Make Full Payment Until Order is Delivered

Case advised consumers, where possible, to ask to pay a small deposit and to make the remaining payment only after receiving their products in good condition.

All verbal agreements with retailers should also be kept in writing so they can serve as documentary evidence in case of a dispute.

Consumers are also advised to consider making their purchases from CaseTrust-accredited companies, as they are committed to good business practices, Case said.

Case president Melvin Yong said that while the association can assist in mediating such disputes, if the company doesn’t respond, customers can turn to the Small Claims Tribunal, as long as the claim amount is under S$20,000.

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Featured Image: Facebook (The Mattress Specialist)