REST ASSURED/CLOUD NINE - TERRIBLE SERVICE

I first complained about these two mattresses (Rest Assured, Matrix) on the 16th September. They were bought on the 30th of October 2018, so were still in warranty. I have 2 small children sleeping on them and the springs have collapsed and stick out in some places.

I had to make multiple follow up phone calls to Sleep King because no one from Cloud nine/Rest Assured was getting back to me. AGAIN AND AGAIN, I followed up. Eventually, an assessor came only to hear the next day that the mattresses wouldn’t be replaced! I was told because they’re unhygienic and can’t be used again!

First of all, this is a disgrace as they were in no way unhygienic (I have photo's to prove it), and secondly, the mattresses are faulty, the support has given in completely and when you sit on them the springs stick into you. Why would you want to use them again!!! PLUS, that, quite frankly, IS NOT MY PROBLEM! I paid for a product and it didn't deliver!

I contacted the regional manager (KZN) on the 16th November by phone and he asked me to send an email, which I did. Surprise, surprise! No response! I then contacted him again on the 3rd of December and again... NOTHING!

I have quite honestly been horrified at how this has been dealt with!

I am not a confrontational or horrible person in the least but I have been more than patient with this matter and if credits are not issued for these mattresses I will be moving on to higher management. Quite frankly, it’s terrible service from who is supposedly a well-known brand