Restonic and Bed Centre are partners in poor quality and low life staff with poor service delivery and no human etiquette

I purchased a mattress in 2019 April in Moffett Retail Park, Gqeberha, my Salesman Marius which he also happens to be the store manager(according to him) never ever read and gave me any terms and conditions regarding the return policy, even the warranty period he only told me because i had asked, recently over easter weekend i felt that the mattress is no longer comfortable, when i removed my bedding to do laundry i saw that both bottom and top are deeply torn and the inside it is just springs not foam whatsoever, on Easter Monday i phoned the Moffett Retail store and Marius advised that he will log a query and i had never heard from him again, only when i did a follow up and said that the Supplier(Restonic) will be in touch,restonic sent a whatsapp saying i must please forward images of the mattress to see if it is not stained, ( i sent the images through) according to their policy which was not communicated with me they will not be able to assist, i do wash the mattress monthly but some stains cannot come out, instead of focusing on their poor quality and service they are making an excuse about the stain which is hardly visible, both J**** Theron the Brand Ambassador of Restonic and Marius from Moffett Retail park the bed centre have low engagement and dismissful approach, Marius was screaming and shouting in my ear as a frustrated client he did not bother to have a solution. I am fighting for my warranty of the poor box u sold to me as a mattress, i am up even at this time because this box u call a mattress is far from being comfortable, i am aware of the covid rules, i will sanitize the mattress prior even take a video but i can not be punished for using a mattress, any mattress protective cover or no protective cover will stlill get strained and discolour overtime, (it's common sense,) he never even bother to upsell the protective cover, today marius is communicating the terms and conditions of which he was supposed to tell me before i made payment, i told him what you are telling me right now is not helping, so much could have been avoided if you had told me prior.

Below is tge cold response i received today from the brand ambassador of Restonic:

"Good afternoon,

Unfortunately we cannot speak on behalf of the store as to what was communicated to you and what wasn’t.

But please note that the store usually urges customers to purchase mattress protectors to protect their investments as our warrantee policy is very clear with regards to what is covered and what it not.

We will glad to reassess your complaint should you manage to get the mattress cleaned.

Please note this is industry standard and not specific to just one brand of Bed.

Kind Regards, J**** Theron Brand Ambassador"

My reply: "Usually but not in my case, u r using assumptions not facts, i was a walk in client that spend less than 10 mins in that store, u are not in any manner of meeting a client halfway therefore in this case J**** Theron you are implying that i am lying, please contact the store and ask if these policies were communicated with me before jumping to conclusions, i wouldn't have logged the query if that was the case and Marius the consultant still did not ask if the mattress has stains before he logged the complaint on my behalf, u have to speak to the store and be concerned since you are the supplier, u should care what info they share to clients about your brand.

If u reply with an unfortunate negative response, again rather not because by then i would have taken further steps. "