I bought a King Size Sealy Nature Range mattress '09 from Dial-A-Bed Nelspruit. Piping around the edge has come loose and I registered complaint with D-A-B 19/06/2013. Bravo Sleep Product's Rachel's informed me that they can't replace the mattress, as it's normal wear and tear, only covered for 4 months on the warranty. Please note I did not once asked for the mattress to be replaced! I then spoke to Shaneez, the supervisor. I was told the same. Yes I was upset and did raise my voice, but not one question asked could be answered adequately. I requested the following:
Q: Please can you refer me to someone who would be able to assist me in the re-stitching the piping
A: Look in the yellow pages (Shaneez)
Q: Please tell me the date of implementation of policy stating 4 months wear& tare on stitching
A: I don't know (Rachel)
Q: Please mail me your reply "The mattress can't be fixed for XYZ reasons?
A: It's against Company policy to mail clients reasons in writing (Shaneez)
Q: Please mail me the Policy?
A It's not available to the public go read your warranty card
I am not satisfied with the way this complaint was dealt with - no effort at all. Probably just want to sell yet another mattress...
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