JDG Customer Complaint Resolution Centre not taking customer complaints in serious light

<p>Following my lodging of a product complaint on Saturday 30 July 2016 - an inspector from SEALY arrived to do an inspection on the base set on 10 August 2016. On 11 August 2016 I received an SMS confirming an authorisation for product replacement and that I should contact the store where I purchased the base set to facilitate the replacement.</p> <p> </p> <p>The only thing that the JDG customer resolution centre could do is sent me an email with a reference number ( ********** 815) for the complaint. This is pathetic in my opinion.</p> <p><br />The store manager now informs me that they will only be replacing the mattress and not the base AND further that it is not the store that's supposed to do the replacement and that i must talk to SEALY.</p> <p> </p> <p>My concern is that the base and the mattress goes in pairs-it's a set.</p> <p><br />What are the chances that the mattress was wrecked while being used against the floor or flat on the floor? You will agree with me-if the store sold me a used/2nd hand base set as confirmed by the inspector and demonstrated by the inspector's report then it must be both the mattress and base that are 2nd hand and both the mattress and the base must be tired from use.I indicated earlier emails complaining that:</p> <p>1) the base set was on demo/display for over two weeks meaning that every customer that comes into the store tests the base set for comfort and durability and that's when I demanded a new base set sealed and wrapped from the warehouse but the store manager gave me a hell of a hard time.<br />2) the display base set was delivered to me on 29 July 2016. On 30 July when the Bradlows sales rep called to ask how I slept on the bed I complained about the bed singing a piano as we climb on and off-and without questioning further she lodged a product complain.<br /> 3) the base set comes with a 24 months warranty and hardly 24 hours of using it am already experiencing discomfort as confirmed by your inspection report.</p> <p>4) brand new products from SEALY comes in specially engineered plastic covers not wrapped in cellotapes-the inspector warned us against accepting products that are wrapped in tampered packages-now if you think the base is new why is it wrapped in cello tapes? Fortunately I didn't unwrap base.<br /> 5) the warranty of the base set is 24 months-now if am given a new mattress to use with an old base set it's unfair and it affects my warranty as I don't know how long the base set was in use, where (under what conditions)-it's like losing one shoe from the pair and ask the manufacturer to make you just one-the lost one. Will the two be compatible-one new and one old. This is exactly what am being subjected to. Imagine me growing old agewise, body and body parts complaining and aching but legs been as flexible as that of a 10 year old. That cannot be.</p> <p><br />It is unrealistic to expect me to be satisfied with a replacement of a mattress only when I bought a base set.</p> <p><br />Since 30 July 2016 when I lodged a complaint to JDG I have not received any joy of my complaint being properly handled except for receiving and email with a reference number (see attached). I took the initiative to escalate the product complaint to SEALY who later on 10 August 2016 sent an inspector. It is so unfair that JDG expects payment from me on this wrecked product when they are not resolving my complaint with the necessary speed/attention and in a manner fair and appropriate.</p>