Defective Restonic Bahama Bed And Poor Customer Service From Restonic and Russells

I am writing to formally lodge a complaint regarding a Restonic Bahama bed that my mother purchased from Russells in Zeerust in January 2024 for my brother, who resides in Johannesburg.

Less than three months after purchase, the mattress developed noticeable sunken spots, making it extremely uncomfortable and difficult to sleep on. Given that this bed comes with a 10-year warranty, my mother promptly reported the issue to the Zeerust branch. However, she was met with poor service from the staff, including the manager, who showed little interest in assisting her.

After much difficulty, a complaint was eventually filed, and Restonic contacted her via WhatsApp a week later, requesting pictures of the bed, the purchase slip, and other necessary documents. She provided all the requested information, yet there has been no response to date. Whenever she follows up, she receives vague, generic responsessuch as: "Thanks, Petunia, we will assist shortly," but no actual resolution has been provided.

It is now February 2025, and despite numerous attempts to get assistance, both Russells and Restonic have failed to take responsibility for what is clearly a defective product. This raises serious concerns about the credibility of the 10-year warranty, which now appears to be a mere formality rather than a genuine customer protection.

We expect immediate action on this matter. If no resolution is provided promptly, we will have no choice but to escalate this complaint further, including seeking assistance from consumer protection services.