Sea Horse NEX Mall

I went to this place to buy a mattress. The contact number they provided on Google is wrong. On visiting the shop was closed, saying sorry taking a break for 3 hours! Very disappointed

If I can rate 0 I would. This is the most irritating customer service experience I’ve had in my life. We bought our beds for our new house, and were told by the sales rep at nex that they would be happy to hold our order for 6 months as it’s custom made. When 6 months passed and we returned to confirm our delivery date, we were informed that the custom bed no longer in production (why is it custom then?) and that we had to top up to get another design. We gave our delivery address and date. In our moving day, we were left waiting for 4 hours at our new place. All calls declined or left unanswered. Suddenly our helper (whom we left at our old place) informed us that the driver and team were unloading our new beds at our old address. The driver doesn’t speak English, refused to try to communicate with us, and kept hanging up on us. Telephone number on the Nex website and Google App are all not in service. Our helper refused to accept the items, and they packed it all up and left. No communication whatsoever. We have no idea what’s going on. When we finally managed to catch hold of someone via their WhatsApp number (Malaysian number no less) they simply said ok we’ll reschedule. Where are we supposed to sleep that night ? We don’t have time to get mattresses we’re basically spending the day moving and cleaning. You guys, it’s not worth the heartache, the stress, the absolute helplessness. The worse management ever. We’re still here at our new place waiting on some response. God knows where our beds are now.

I bought a super single size tri fold mattress from seahorse Nex Mall. Single size was delivered instead. I decide to purchase from a physical Seahorse store thinking it will be more reliable and service will be better although it cost me more as compared to buying from Lazada or Shopee, i was wrong. I should have bought from Lazada at a cheaper price. If this is the kind of service physical store provide, simple thing such as correct delivery can even go wrong, i wonder what edge do they have over online stores and platform.

Unfortunately I agree with many of the comments. I entered during non peak hours , definitely not near nor at lunch time. The service staff is definitely not busy. The sales service is not forth coming and friendly. I went in wanting to purchase a mattress but she gave many one answer replies and didnt seem interested in wanting to show me the products so I felt quite uncomfortable and left quickly. I didnt give one star because I actually like seahorse products and I have an old mattress so I want to replace my current one.

I have a extremely bad experience with Sea Horse after sales services. Their delivery men was so rude and not only one incident but 2-3 times! Whenever there were any issues after delivery, the after sales service is obstinately hopeless. There is no customer service contact person to speak to. The only after service support, is via WhatsApp! If you made a trip down to the Sea Horse Outlet, the sales assistants only comment, "after sales We do not know anything and the only way to communicate is thru customer service via WhatsApp! My recent incident, I changed my delivery date and instructed the customer service over WhatsApp that I have 2 items that will be delivered on 21 July to change to deliver to 25 August for 1 item and the other item I will need to collect from Century Square. The customer service confirmed can be done and I can collect on Sat 22 July but I went down the store at Century Square, the sales assistant has no idea what I was talking about. All she said was she didn't know about my collection, and I should contact the Customer Service on Monday, 24 July. I made an empty trip to Century Square and that the sales assistant replied was "I DON'T KNOW"! Her replied was always "I DON'T KNOW"!!!

Arranged sofa deliver on 19 May. And told me that if its going to be delayed they will inform me at least a week in advance. I dispose of my sofa on 18 May(today) When I texted them to check on the time they will deliver tomorrow, then they informed that shipment is delayed till June. If I don't text them, they would have conveniently forgotten to update me.

We ordered a 3-seater sofa and it took 1.5 months to deliver. That is fine. However, in just only 3 days, we feel that the sofa got something wrong. The sofa mattress from the back was loose and the wood frame from the bottom got a sound when we sit on the sofa. Call once and also went down personally to the outlet at NEX shopping mall to tell them the problem. They only sent a staff about 10 days later to check the sofa. When asked what is the sofa problem, the guy was unable to answer and said he have to check with the factory and then get back to us but 14 days were gone, we never received any call from him or Sea Horse. Call again, one lady staff said will help to check and get back to us but never also. What is the lousy service provided by the Sea Horse? They only just want your money but do not provide you with after-sale service.

I purchased a 3 seater sofa and according to the Sales staff will try their best to deliver before Chinese New Year, very encouraging. Since it is less than two weeks before Chinese New Year, only normal to call the Customer Service to check. To my amazement I called at least 10 times during office hours and no one answered my call. I resort to visiting the shop where I buy the sofa. The staff said that yes, the Customer Service number is difficult to get someone to answer the phone. To me this is a joke, why have a Customer service number where I cannot reached someone to check my order. I have never had this experience before and this is my last dealing with Seahorse Products.

This post is just targeted at the seahorse company and not the saleperson who handled us. We ordered and made full payment for a mattress and other bedding items on 29th January 2022. We noted in the invoice that the item can be delivered latest by April or end March. Today is 27th April, it has been 3 months since the order and they only called us today that the item has just left the origin country of Hong Kong. We tried calling and had prompted them for an update almost every other 2 weeks but the person who picked up the call doesn't seen to know a thing and that delays in shipping are to be expected. Now we are unable to move to my new house although it is already fully renovated and furnished cause there isn't a bed for us to sleep in or they expecting their customers to sleep on floor first? 3 months to even start shipping the product, are they making the mattresses from scratch or they don't know how to prioritise earlier orders? Long story short, if you like this brand, order like 4 months prior to moving cause that's how long you have to wait before it arrives in Singapore.

Nex sales staff is quite professional a star for them. Unfortunately after sales service is terrible. Didn’t know Seahorse doesn't even have a customer service office in Singapore. Everything is watsapp Malaysia and stock is in China. I got a new frame delivered 23/3/2023, damage after 2 weeks of use. The Malaysia service couldn’t advice the replacement after nearly a month. Please consider the hassled, if u are buying their frame. Mattress is firmed but frame sucks. Presently still no news 25 April 2023.

Comment is not to the sales but to the delivery team. Order placed 2 months ahead, before delivery date, i was told it will not be able to arrive on the date. I was totally ok with that, and made another delivery date and slot a week later. But yet passing the promised time slot, no calls or sms, not answering the phone. So i have to sleep on the floor is it? Pls dont make promise that you cannot make, being considerate that we also have our own stuff to do, that is why we schedule time, make easier for everybody.

Lack of customer service promoter on duty in the early weekday evening. Pay much attention on handphone conversation, stand idly looking at customer after conversation not approaching customer for sales. Turn off the visit and made purchased in Bishan.

Terrible delivery service. My slot is 10-2pm. Driver delivered around 3.15pm. Called up the shop contact number mentioned the line not in use. CS whatsapps is a Malaysia's number which nvr reply.