WakeFit - Order not delivered on time

This complaint is not simply about a delayed mattress. It is about trust, accountability, repeated assurances, and the impact careless communication has on customers.

I placed an order for a Wakefit ErgoTech EcoLatex Classic Mattress (** × ** × * inch) under Order ID: ORDER******MIJHCL after being informed that the mattress would be delivered on **th June. Even after placing the order, during follow-up calls, I was repeatedly assured that delivery would happen and later specifically told that it would be delivered by evening. Based on these repeated confirmations, I planned accordingly and did not make alternate arrangements.

I understand that delays can happen. What is difficult to accept is repeatedly assuring customers of a delivery timeline and then changing it afterwards due to internal logistics reasons. If delivery was not realistically possible, that should have been communicated honestly from the beginning.

This situation has caused real inconvenience to my family. We recently moved and this purchase was not made casually or for luxury. My grandfather, who is around ** years old, travelled a long distance to stay with us in Bangalore. He has already undergone two surgeries and has a history of heart-related health issues. We specifically looked forward to finally having a proper sleeping arrangement ready.

Personally, I had also been looking forward to this purchase for a long time because I have been managing with an uncomfortable hard sleeping setup and was expecting some relief after finally deciding to spend this amount of money.

This is also about planning and financial decisions. Customers spend their money and organise their homes and schedules based on the commitments companies make. Had I been informed honestly that delivery would not happen on the promised date, I could have arranged an alternative instead of depending on repeated assurances.

At this point, the frustration is not only because the mattress has not arrived. It is because expectations were created, commitments were repeatedly made, and there appears to be no accountability when those commitments are not honoured.

I expect a clear written confirmation of the final delivery timeline, accountability regarding the repeated delivery assurances, and a reasonable resolution for the inconvenience caused. If commitments are communicated to customers, there should also be responsibility attached to those commitments.