Forty Winks Ballina

We purchased a mattress from Ian who was excellence with no pressure and important sleeping information as well it was a very competive price

I walked into forty winked after reviewing their policies online and spent $6k on a high end mattress. I showed the sales rep the dimensions of the bed base and bed head I bought. While she was helpful in ‘selling’ me the bed she struggled to understand the dimensions leading me to use my calculator to ensure the mattress would fit. When the mattress was delivered I realised she hadn’t advised me this was 15 cms higher than a standard king mattress and thus it is higher than the bed head and all new bed linen would need to now be purchased as none of it fits. I phoned them straight away upon realising and while the bed has not been slept in. I have time dated photos so it’s absolutely certain the bed has not been slept in. I’ve offered to pay return shipping and exchange and if a new appropriately sized mattress leaves any funds to have a store credit and use to buy two bed beds for a new home next year. Despite it being at their discretion they are refusing my return and leaving me stuck with a $6k unusable purchase. I’m trying so hard for a reasonable outcome and they don’t seem to care at all. Has anyone had experiences like this with forty winks at Ballina? Can anyone help me I’m so upset and saved hard for this new mattress and treated myself and it’s at no loss to them to support a customer :(UPDATE: Forty Winks are refusing to let me exchange this mattress despite it being unslept on and just wanting to exchange and keep any funds in credit. If you are attending this centre do not walk in here as there are no policies or flexibility to support you if there is something you dont think of not being a bed expert. If you instead walk into Harvey Norman in the same centre they are amazing and flexible.

Forty Winks Ballina have dreadful aftersales service. They hide behind warranty issues, second guess the customer experience and do not care about satisfaction at all. Avoid shopping there at all costs.

Thank you for your promt and wonderful follow up service, to fix our problem. I rang was told I would get a call back which happened quickly was told they would be at our home the next day, they sent sms messages telling us of their arrival time, were friendly, polite, and fixed our problem on the spot.Thank you very much appreciated.

Firstly had to give up a whole day to Wait for a delivery and was ostracised by staff member for being annoyed as they said it would be delivered in morning and never showed till late afternoonBought Monet sweet which is Australia made unfortunately they used bad backing timber at back of draws and draw bases which are a mouldy have since had to take them into my garage as mould is not good for you so my garage now has $3000 bedside draws .Raised this issue 8 weeks ago to no avail also mattress is starting to sag payed $12000$3000 for what will no doubt turn into a mushroom farmYOUVE BEEN WARNED DONT DEAL WITH FORTY WINKS

The staff consistent of two unfriendly men who never smiled even though my own manner was very friendly. Despite Tempur being advertised as on sale" I was informed that the sale did not include the pillows. When I said that Tempur itself has pillows on sale on their web side I got no answer as if I hadn't said anything"

22/11/22 Update - Serta replaced the mattress but disappointingly it did exactly the same thing again and sunk to the point where I can't sleep on it. After another robust discussion with FW management and a bit of stop/starting again, they have come through and are following things up and helping with returning the Serta mattress.6/10/22 - This store and its management are an absolute nightmare to deal with. Customer service is non existent, follow up calls and emails are never returned unless you drive everything. Go to Snooze in Ballina instead and spend the extra money to deal with a professional that has been in the bedding industry for 20 years - that's what I wish I had of done. Also DO NOT buy a Serta mattress - $3K down the drain - the mattress sunk within days of sleeping on it and the warranty process is a totally nightmare. Check out the photos for yourself. I have been sleeping on my couch now for 4 weeks and this store and the Serta bed company could not care less. Disgraceful!

When only the best will do.

The staff are great the discounts are good

Great customer service until they have your money and can't deliver as promised. Then staff fail to return phone calls and emails. If you consider purchasing from Forty Winks Ballina ensure you have estimated delivery times in writing to protect yourself. In our case the 4 to 5 week delivery has blown out to more than 3 months. Had we been told upfront that stock was not in Australia and would take several months to arrive we would not have gone forward with the purchase.Shame on management for gaslighting customers and claiming to have notified us of the extended wait for delivery when in fact they had not, rather estimating 4 to 5 weeks and then not returning phone calls. If you make an honest mistake own up to it, don't lie to customers and flake on responsibility to provide goods paid in a reasonable" time frame and refuse to refund."