Factory Fault Mattresses and No Service (Sealy)

1. 29 November 2017: Bought 1st Sealy Boston mattress from Eric Barnard.

2. August 2018: Report of mattress problem to Eric Barnard. Experiencing constant lower back pain. No one responded and called them for an email contact. Sent emails and got no feedback.

3. December 2018: Complained to Eric Barnard again that the mattress is faulty. They arranged for an exchange.

4. 14 January 2019: Reported it to Eric Barnard again. Wynand responded and I was advised to contact Sealy directly on ***.

5. 28 January 2019: Received new Boston mattress from Eric Barnard.

6. After just a few weeks I complained about the new mattress as this was also not correct and still had continuous back aches.

7. Contacted Sealy (Bravo) and spoke to Benjamin a few times since then.

8. 29 April 2019: Informed Benjamin that I have again complained to Eric Barnard end of May and that they will send it to Bravo so that an inspector can be arranged.

9. 30 April 2019: Benjamin requested from me to reopen a complaint AGAIN. He will then arrange with one of the seniors to come and inspect my bed.

10. John from Eric Barnard confirmed that he sent the complaint to Bravo on 30 April 2019.

11. Devika (inspector) came to our house and inspected the mattress. There was a factory fault. She informed us that she has arranged for the factory to assist us with the upgrade and ensure that it has the correct comfort for me and my husband.

12. May 2019: When we got there, we were informed by Benjamin that he cannot take us for the testing and should go to the showroom to lie on the mattresses and see what we think. This was done and we chose a more expensive mattress, thinking that this has to be better because it is in the Crown Jewel range.

13. 16 May 2019: I received an upgrade letter from Benjamin. It contained the following information:

14. I made payment on 14 July as this is when I could afford the upgrade:

15. The Rodeo Extra Firm Bed was delivered on 29 July 2019:

16. 04 November 2019: Sent email to Benjamin informing him that there is something wrong with Rodeo mattress as we are experiencing major back problems. We turned it regularly as prescribed but did not work at all. This is within 3 months after receiving the new mattress which we have spent R 12,000 on.

17. 06 November 2019: Sent another email as there was no response.

18. 08 November 2019: Sent another email as there was no response.

19. 12 November 2019: Sent another email as there was no response and informed Benjamin that this was my 4th email to him without receiving any response. When I called, I was informed that the inspector is not available anymore and will have to reschedule.

20. 14 November 2019: Bravo sent out an inspector and it was reported (I don’t have any record of this report) that there is no fault with the mattress.

21. 19 November 2019: Requested Benjamin to refund me as I receive no assistance and the bed is not as it should be.

22. 20 November 2019: I was informed by Benjamin that there is no guarantee for comfort. (This after it has nothing to do with comfort!! It is giving you serious, long lasting back problems.) They only service factory related faults.

23. 20 November 2019: Got into contact with Siphokazi, which is Benjamin’s superior. Explained the entire situation and was just informed that there is nothing wrong with the mattress and they will not assist any further.

24. 20 November 2019: Posted on Hello Peter. Received no response or help.

I have reported the faulty mattress within 3 months from receipt thereof. It was brushed off as the “inspector’s” report stated that there is no factory fault.

So, the inspector from November 2019 gave a report that there is nothing wrong with the mattress and now there actually is???? We have also measured the mattress and it is out with 8cm. So, it has been faulty since the day we got it.

This time I am told that I am out of my warranty and need to pay R6,5k. This after I originally reported it as faulty only within 3 months after they delivered it.

I am not liable for any costs as there are FACTORY FAULTS, and it is the responsibility of Bravo to correct this as a matter of urgency.

Every December we go to our holiday home. We sleep on a Cloud 9 there. We can enjoy our sleep. We feel rested and no aches when we get up. Return home to our very expensive bed, we start having all the same back issues as before. We have to ignore it because the report from the inspector back in November 2019 said that there is no fault and we just have to suck it up.

Now in January 2023, post our December holiday, we started noticing our backs aching once again. This time it is so bad that I have to go to a Chiropractor for treatment. It feels as if my hips are completely dislocated. The Chiropractor confirmed that there is a problem with my sleeping position and I have to continue treatment for my lower back. It is currently in a position where I cannot cough, sneeze, bend, sit or stand for too long otherwise it causes a sharp pain shooting through my back.

17 January 2023: I report it to Bravo once again. Arrangements were made for an inspector to come out 18 January.

18 January 2023: Inspector reported back to Bravo and has found that the mattress HAS FACTORY FAULTS!!

January 2023 continue: I received feedback from Rachel at Bravo that they will waiver the warranty and that I should go to Eric Barnard and see what I want. I have asked her to please explain the process. She informed me that we can discuss this matter further only after I go to Eric Barnard. John from Eric Barnard has informed me that he cannot help with anything but we can come and test the Lindsay there. There is no other option for us and this is the best Bravo and Eric Barnard can do.

I don’t want another Sealy. This was a very bad experience and I am suffering because of them and now they don’t want to give me my money back.

The costs that I have incurred is as follows:

1. R 6,200 (29 November 2017 to Eric Barnard for Sealy Boston) 2. R 9,400 (28 Januarie 2019 to Eric Barnard for new Sealy Boston) 3. R 2,937.50 (14 July 2019 to Bravo Group for upgrade from Sealy Boston to Rodeo)

Total of R 18,534.50

Above and beyond this, I have been suffering with constant and intense lower back ache and problems. I have been for deep tissue massages and have been seeing the Chiropractor for a few month now.

This has cost me over R3,000. I still have to continue with treatment so not sure where I will end up.

Every morning when I get up, I can barely get out of bed. I cannot even sneeze or cough as there is a sharp shooting pain running through my lower back. I cannot do basic tasks like washing, making a bed, sitting for more than an hour, play with my kids etc.

I have 3 kids and a husband. I must take care of them, but I can barely move. This has taken a great deal out of me, and I cannot go on like this.

The Chiro has prescribed I should go for a CASA branded mattress instead. I have asked them what they have with this brand. They rep**** that they don’t have any mattress with this logo.

03 February 2023: They now want me to pay in to upgrade for a bed prescribed by Eric Barnard. I have refused. I feel that I have paid for nothing but faulty products and now they want more.

07 February 2023: Called Bravo Brands to speak to Riaan Strydom, but they also refuse to transfer me.

I am fed-up with this place and their faulty products.