SN
Sheryl N
1 reviews | Active since Apr 2013
02 Oct 2024, 15:13
horrible orthopedic back zone mattress.
I am highly dissatisfied with the orthopedic back zone queen mattress i bought in may. I have previously communicated this to them, just recently when i followed up again i was informed that i can choose any bed.. when i did so i was told to pay another r5000.00 i paid R10800 and something just for the orthopedic back zone mattress only,. since this purchase our backs are worse than before. We wake up every morning with this soar backs. this is actually a horrible bed. who can help us get something better or our money back. when i questioned the guarantee and warrantee i was told it has got nothing to do with the comfort of the bed. This is unacceptable it took me some time to save money for a orthopedic bed, to discover the horror it presents
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Fit for Bed's replyOfficial
09 Oct 2024, 10:39 Dear Mrs. Nicholson,
I hope you’re doing well.
At Fit for Bed, we understand that comfort is highly subjective, which is why we offer a 10-day comfort exchange for customers who may not be satisfied with their mattress.
When it comes to mattresses, understanding the difference between comfort complaints and guarantee/warranty complaints is essential for consumers.
Comfort Complaint: This type of complaint arises when a sleeper feels that the mattress is not meeting their personal comfort preferences. For example, they may find it too firm or too soft. Comfort is subjective and varies from person to person, so manufacturers/retailers do not cover these complaints under warranty. Instead, they may offer a trial period or return policy to help customers find a better fit.
Guarantee and Warranty Complaint: These complaints relate to material defects or latent issues that affect the mattress's performance and durability. This can include problems like sagging, seams coming apart, or the mattress losing its shape due to faulty materials. Warranties usually cover these defects for a specified period, offering repairs, replacements, or refunds. If a customer experiences a warranty issue, they generally need to provide proof of the defect, often within the warranty time-frame.
In summary, comfort complaints are about personal preferences, while warranty complaints focus on material defects and performance issues.
In light of this, I wanted to take a moment to summarize the recent events regarding your mattress to ensure we’re on the same page.
May 18: Your mattress was ordered.
May 21: The mattress was delivered after hours, as per your special request.
May 26: Initial comfort exchange offered, but not accepted
September 3: We received your comfort complaint again, well outside the stipulated comfort exchange period
The factory conducted an inspection on our request at your home to ascertain whether this was a warranty issue, but the factory confirmed that there were no material defects in the mattress. They also provided a full service report with photos.
Even though your mattress has been used for over four months and was deemed in good working order, the factory still kindly offered the option to exchange it for a different model that might better suit your comfort needs. This gesture was made, event though the standard comfort exchange period had already passed that was offered by Fit for Bed.
I understand you were provided with pricing by the factory for new mattress which was of higher value, but you chose not to proceed with the exchange. The factory also offered a further discount on the potential exchange, which you opted not to accept.
Please know that both Fit for Bed and our factory supplier have made every effort to assist you throughout this process. It seems there may be some confusion regarding the warranty and guarantee terms.
Resolution: Given your ongoing concerns, the factory are prepared to present a fourth and final offer to resolve your comfort complaint. They will be reaching out to you shortly. We hope that this offer will bring this matter to a swift and satisfactory conclusion.
Kind regards,
Fit for Bed
I hope you’re doing well.
At Fit for Bed, we understand that comfort is highly subjective, which is why we offer a 10-day comfort exchange for customers who may not be satisfied with their mattress.
When it comes to mattresses, understanding the difference between comfort complaints and guarantee/warranty complaints is essential for consumers.
Comfort Complaint: This type of complaint arises when a sleeper feels that the mattress is not meeting their personal comfort preferences. For example, they may find it too firm or too soft. Comfort is subjective and varies from person to person, so manufacturers/retailers do not cover these complaints under warranty. Instead, they may offer a trial period or return policy to help customers find a better fit.
Guarantee and Warranty Complaint: These complaints relate to material defects or latent issues that affect the mattress's performance and durability. This can include problems like sagging, seams coming apart, or the mattress losing its shape due to faulty materials. Warranties usually cover these defects for a specified period, offering repairs, replacements, or refunds. If a customer experiences a warranty issue, they generally need to provide proof of the defect, often within the warranty time-frame.
In summary, comfort complaints are about personal preferences, while warranty complaints focus on material defects and performance issues.
In light of this, I wanted to take a moment to summarize the recent events regarding your mattress to ensure we’re on the same page.
May 18: Your mattress was ordered.
May 21: The mattress was delivered after hours, as per your special request.
May 26: Initial comfort exchange offered, but not accepted
September 3: We received your comfort complaint again, well outside the stipulated comfort exchange period
The factory conducted an inspection on our request at your home to ascertain whether this was a warranty issue, but the factory confirmed that there were no material defects in the mattress. They also provided a full service report with photos.
Even though your mattress has been used for over four months and was deemed in good working order, the factory still kindly offered the option to exchange it for a different model that might better suit your comfort needs. This gesture was made, event though the standard comfort exchange period had already passed that was offered by Fit for Bed.
I understand you were provided with pricing by the factory for new mattress which was of higher value, but you chose not to proceed with the exchange. The factory also offered a further discount on the potential exchange, which you opted not to accept.
Please know that both Fit for Bed and our factory supplier have made every effort to assist you throughout this process. It seems there may be some confusion regarding the warranty and guarantee terms.
Resolution: Given your ongoing concerns, the factory are prepared to present a fourth and final offer to resolve your comfort complaint. They will be reaching out to you shortly. We hope that this offer will bring this matter to a swift and satisfactory conclusion.
Kind regards,
Fit for Bed
Fit for Bed's reply09 Oct 2024, 10:39
Official
Dear Mrs. Nicholson,
I hope you’re doing well.
At Fit for Bed, we understand that comfort is highly subjective, which is why we offer a 10-day comfort exchange for customers who may not be satisfied with their mattress.
When it comes to mattresses, understanding the difference between comfort complaints and guarantee/warranty complaints is essential for consumers.
Comfort Complaint: This type of complaint arises when a sleeper feels that the mattress is not meeting their personal comfort preferences. For example, they may find it too firm or too soft. Comfort is subjective and varies from person to person, so manufacturers/retailers do not cover these complaints under warranty. Instead, they may offer a trial period or return policy to help customers find a better fit.
Guarantee and Warranty Complaint: These complaints relate to material defects or latent issues that affect the mattress's performance and durability. This can include problems like sagging, seams coming apart, or the mattress losing its shape due to faulty materials. Warranties usually cover these defects for a specified period, offering repairs, replacements, or refunds. If a customer experiences a warranty issue, they generally need to provide proof of the defect, often within the warranty time-frame.
In summary, comfort complaints are about personal preferences, while warranty complaints focus on material defects and performance issues.
In light of this, I wanted to take a moment to summarize the recent events regarding your mattress to ensure we’re on the same page.
May 18: Your mattress was ordered.
May 21: The mattress was delivered after hours, as per your special request.
May 26: Initial comfort exchange offered, but not accepted
September 3: We received your comfort complaint again, well outside the stipulated comfort exchange period
The factory conducted an inspection on our request at your home to ascertain whether this was a warranty issue, but the factory confirmed that there were no material defects in the mattress. They also provided a full service report with photos.
Even though your mattress has been used for over four months and was deemed in good working order, the factory still kindly offered the option to exchange it for a different model that might better suit your comfort needs. This gesture was made, event though the standard comfort exchange period had already passed that was offered by Fit for Bed.
I understand you were provided with pricing by the factory for new mattress which was of higher value, but you chose not to proceed with the exchange. The factory also offered a further discount on the potential exchange, which you opted not to accept.
Please know that both Fit for Bed and our factory supplier have made every effort to assist you throughout this process. It seems there may be some confusion regarding the warranty and guarantee terms.
Resolution: Given your ongoing concerns, the factory are prepared to present a fourth and final offer to resolve your comfort complaint. They will be reaching out to you shortly. We hope that this offer will bring this matter to a swift and satisfactory conclusion.
Kind regards,
Fit for Bed
I hope you’re doing well.
At Fit for Bed, we understand that comfort is highly subjective, which is why we offer a 10-day comfort exchange for customers who may not be satisfied with their mattress.
When it comes to mattresses, understanding the difference between comfort complaints and guarantee/warranty complaints is essential for consumers.
Comfort Complaint: This type of complaint arises when a sleeper feels that the mattress is not meeting their personal comfort preferences. For example, they may find it too firm or too soft. Comfort is subjective and varies from person to person, so manufacturers/retailers do not cover these complaints under warranty. Instead, they may offer a trial period or return policy to help customers find a better fit.
Guarantee and Warranty Complaint: These complaints relate to material defects or latent issues that affect the mattress's performance and durability. This can include problems like sagging, seams coming apart, or the mattress losing its shape due to faulty materials. Warranties usually cover these defects for a specified period, offering repairs, replacements, or refunds. If a customer experiences a warranty issue, they generally need to provide proof of the defect, often within the warranty time-frame.
In summary, comfort complaints are about personal preferences, while warranty complaints focus on material defects and performance issues.
In light of this, I wanted to take a moment to summarize the recent events regarding your mattress to ensure we’re on the same page.
May 18: Your mattress was ordered.
May 21: The mattress was delivered after hours, as per your special request.
May 26: Initial comfort exchange offered, but not accepted
September 3: We received your comfort complaint again, well outside the stipulated comfort exchange period
The factory conducted an inspection on our request at your home to ascertain whether this was a warranty issue, but the factory confirmed that there were no material defects in the mattress. They also provided a full service report with photos.
Even though your mattress has been used for over four months and was deemed in good working order, the factory still kindly offered the option to exchange it for a different model that might better suit your comfort needs. This gesture was made, event though the standard comfort exchange period had already passed that was offered by Fit for Bed.
I understand you were provided with pricing by the factory for new mattress which was of higher value, but you chose not to proceed with the exchange. The factory also offered a further discount on the potential exchange, which you opted not to accept.
Please know that both Fit for Bed and our factory supplier have made every effort to assist you throughout this process. It seems there may be some confusion regarding the warranty and guarantee terms.
Resolution: Given your ongoing concerns, the factory are prepared to present a fourth and final offer to resolve your comfort complaint. They will be reaching out to you shortly. We hope that this offer will bring this matter to a swift and satisfactory conclusion.
Kind regards,
Fit for Bed