I have never in my life experienced such bad service and no acceptance of responsibility. My Sealy Mattress springs broke, when I reported the incident I was told that the mattress had a two year guarantee. After many phone calls it turns out that it has a 1 year guarantee - this took a two weeks to sort out. I accepted that we all make mistakes and the fact that the mattress had a one year on it.
Then the sales rep from Sealy told me that I had to pay in an amount of R500 as my mattress was a month over it guarantee and I had to extend the warranty. He insisted that they will only accept my mattress back if it was spotlessly clean. I assured him that it is. (this now makes me suspicious as reading other reports on Hello Peter it seems that some clients have received "old" mattresses as replacements). They are also replacing my mattress with a one of lower value than my original one and I have no choice in the matter.
I have paid the R500, and now they actually want R630. Out of principal I am refusing to pay the extra, as I have accepted that people make mistakes but how many can one company make. Nobody takes responsibility, nobody returns calls or gives me any feedback.
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