Bad service and poor quality on matress

Item: Restonic
Rating: 1
Author: Mooketsa M

I am not happy with the service I am getting from Restonic. I purchased a bed (Restonic royal support Queen) from Furniture mart in Cosmo business park on the 29th June 2019. Early this year I started feeling that the mattress is sagging and in May 2020 I decided to go to furniture mart to have a word with a consultant and she told me that I am not the first customer to complain about restonic products and suggested that I must top up the money I paid and get a different type of a bed. I considered her advice but came to my senses that restonic mattress should at least last me for 7 - 10 years. I went back to the consultant and asked her to do something and she escalated the matter to restonic then a lady by the name of Aletta Kruger phoned me, but she did not make any sense to me. I then asked her if we could have something in black and white. I sent her an email as per below From: Mooketsa Moagi <***> Sent: Monday, 08 June 2020 11:43 To: Aletta Kruger - Greencoil <***>; Faith Kaise <***> Subject: Re: Customer Query

Hi Aletta,

You need to understand that I am very irritated and frustrated by the quality of the mattress which is not even a year old. Most importantly I understand the mattress should be rotated at least every 7 days which is what I have been doing. This mattress should give me at least 7 -10 years comfort without any issues. If I had it for 2 or more years already, I would understand but its only 11 months old. I also take into consideration that I am not the only complainant about your restonic mattress, so my piece of advice is that look after your customers other than giving a lost full of excuses. Something about a customer is that A customer is the most important visitor on your premises. He/she is not dependent on us . We are dependent on them. He/she is not an interruption at work. He/she is the purpose of it. He/she is not an outsider in your business. He/she is part of it. You are not doing him a favor by serving him/her. He/she is doing you a favor by giving you an opportunity to do so.

My point is that you need to remember that I am customer in this regard and I spent my hard earned money buying the bed with the impression that Restonic is the best but now I have 2nd thoughts about it. Please make sure that you are fami**** with your Consumer Protection Act (CPA)

Kind regards,

Mooketsa.

Below is her response

On Mon, 08 Jun 2020, 11:14 Aletta Kruger - Greencoil, <***> wrote:

Good morning sir

Thank you very much for having a conversation with me earlier.

I just want to bring under your attention in this mail, due to COVID-19 we are not able to do inspections at any customers houses for your safety and for ours.

I have asked you to please assist me with the picture that if you can please place your broom on the mattress where the body dentations are taking place in other words the Sinking in of the mattress.

I’ve asked you to please place a ruler on the side so that it could be measured to see how many centimeters the bed has sunk in, you have in fact indicated to me that you will not be able to assist me due to you not having a ruler and that you have indicated as well to me that once there is no more Covid- 19. We should then inspect your bed Sir this is going to take a long time.

we will keep your query aside until we can assist you.

Thank you very much

kind regards

*Please consider the environment before printing this email* View our disclaimer notice here: http://www.kap.co.za/pdf/KAP%20Email%20Legal%20Notice.pdf

All I want is that Restonic must be responsible and take action about the mattress which is not even a year old.

I also expect to be treated like a customer and somebody must listen to my concern.

Mooketsa Moagi *** ***

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