Bad customer service

Hi

Re: Mouldy Mattress

I would like to lodge a formal complaint regarding the unprofressional manner in which my complaint is currently being handled by Lance at the Grassy Park Lewis Stores over the last few days.

I contacted the store to notify them of the base set I purchased at the store which has mouldy spots on which my wife noticed on Monday (please be advised it wasn't there on Sunday)several calls were made by me to Lance on Tuesday to date and I was given several more excuses (as follows) :

Tuesday : 4 calls / he said he would lodge a complaint with the supplier of which I did not get a response.

Wednesday : 6 calls / he said he would come out to our place to evaluate but never came, he also gave excuses of waiting on a driver then said the van is broken but later on said the driver just walked in and would he come , well he never came.

Thursday : Same excuses and several calls without being assisted or call backs.

When I spoke to a Mrs Christians "Regional Manager", she advised that no formal complaint was submitted to the supplier and instead made accussations (as Lance has) that we purposely have placed damp items on it. Also I mentioned that myself and my wife have experienced back and neck spasms due to the sagging of this mattress, She responded by claiming I was involved in an accident(whip lash) of which obviously is untrue as she has no factual nor medical report to back her up.

Please be advised that Lance also said that the bed is out of warranty and that we would need to pay. This I refuse to accept as the salesman who insisted we purchase this specific bed in May 2017 was not handled well nor professionally. I have made the neccessary arrangements to do the installments but feel rather disgusted.

I am giving the Lewis Group and the store to replace our mattress within 24hours or this complaint will be esculated to the Ombudsman of SA and I'm taking it Hello Peter.

I WANT A FULL REFUND

NOT 1 PERSON HAS EVEN RESPONDED TO MY EMAIL SINCE THE 7TH JUNE