Restonic / House & Home Bloemfontein service suck!!

27 November 2021 we bought a Restonic posturerest bed at House and Home Bloemfontein.

After a while a part of the base broke, then the wires in the matras started to press through the matras cover.

October 2023 my husband decided to inform house & home about the quality of the bed, whilest still under the 2-year warrenty, they requested photos and we sended them the photos as requested, it was sent to Restonic and in October a person from Restonic phoned us to inform that we must pay a warranty fee of R800 in order for them to replace the bed.

Payment was made on 31 Ocrober 2023. Proof of payment was sent to House and Home. House and Home said that they will sent it to restonic.

House & Home could not even add a contact number correctly on their system, on 29 October 2023 my husband informed them that the contact number was not correct.

In December we visited the House and home branch, the lady informed us that we can take any other bed, pay the difference and at the same time she said that we will loose the warranty fee that we paid on replacing our original bed.

We decided that restonic must replace the bed.

No communication was received from House and Home or Restonic regarding the matter.

On 8 January 2024 we went back to house and home, the lady dealing with our matter was on leave and the so called "manager" assisted us. Another lady phoned the warehouse/restonic, she could not find them on the office number and phoned someone on is cell phone, the person confirmed that they are open again, but the office number is very busy after the festive season. They promised that they will follow up and get back to us again we had to ask them to rectify the contact numbers on their system since it was not rectified yet. On the 9th the "manager" phoned us back saying that the warehouse is still closed (the same warehouse that was already open after the festive season that was called yesterday on the 8th).

On 13 January 2024 the lady working on our matter phoned to inform us the warehouse is till closed and opens Wednesday, 17 January 2024. After that no communication.

Today I phoned the lady working on the matter to find out what is the latest , so according to her they are waiting on the order, on further communication she confirmed that the order was only send in to restonic this week and the the warehouse was closed from November up until now.

I'm not sure where the lack of training or communication is for this matter to be resolved, but it's really easy to see that they dont worry to keep a customer happy or even care about resolving a customer's issue!!

I read up on Restonics website about their warranty and there they state:

In the unlikely event that service is required because of such defects after purchases, your Restonic mattress and/or foundation will be repaired or replaced (at Restonic’s option) without charge, except for transportation costs. If services are required during the remaining years because of such defects, your Restonic mattress and/or foundation may be repaired or replaced at a charge as shown in the Restonic Warranty Schedule below, plus transportation costs. - So I am not even sure what and why we had to pay the R800!!

Will this ever be resolved?? I dont think so!! Will I ever buy from Restonic again? I doubt!! Will I ever go to house and home again? Never in my life!!