I purchased a mattress and base set from Sleepmasters in White River, Mpumalanga on 11 Feb 2021, and a replacement was delivered on 12 July 2021, due to the springs protruding through the mattress. I contacted them in May 2022, as I had been experiencing the same problem, and was told that it's a poor quality mattress and that it would keep happening if it was replaced again. The sales lady suggested that the only way to solve the problem would be for me to pay almost double the price to upgrade to a "decent" quality mattress. I asked her to log a call with her head office to resolve the issue.
4 weeks later, when I followed up, I received an email advising that a call was never logged and given a reference number. A week ago, when following up, I was told that the supplier thought it was a duplication and closed the call. It a now another week later, with no response.
I mentioned in my communication that no matter which way I turn the mattress, the springs hurt me, and that it's causing discomfort and loss of sleep. This doesn't seem to be a concern. I weigh 49kg and sleep on the bed alone. I am appalled at the quality of product and service and have now requested a refund, as I am no longer willing to purchase from Sleepmasters, or wish experience the levels of after-market service they offer.
I have received yet another email, informing me that another call has been logged for the refund request...