House & Home after sales and service.

REF no. 52523 - Delivery note no. 82037 On 08/03/2019 I purchased a mattress ''Green coil beyond 152cm base'' at House & Home Welkom branch ''Goldfields Mall'' with a warranty of 10 years. We filed the first warranty complaint on 20 May 2022 and supp**** all the necessary documents and photos as requested by House & Homes head office. We informed them that the mattress had partly sagged at one side of the mattress. We rotated the mattress one’s a week in several positions and did the necessary maintenance as instructed. On the following dates after the 20/05/2022, we followed up on the complaint, on 27 May, 09 June, 16 June, 10 July, 22 July, and 24 July. We were contacted by the manager from Welkom House & Home and she informed us that they will replace the mattress but we have an excess of R4 000.00, that we were not excepting. After a short period of time, the branch manager contacted us again and said that the excess is no R3 000.00 which is not acceptable. When we purchased the mattress we were not informed that if you have a problem with the mattress during its warranty period there will be an excess. This is totally unacceptable!! I have bought the last 10 years several things at House & Home and never experienced any problems till now. We would appreciate it if you could assist us regarding the problem. Kind regards PK Haasbroek *** ***/ ***