Restonic - Appalling After-sales Service

Restonic driver was at my premises today 13.12.2018 and brought the mattress, which I requested to be placed on the base to verify quality conformity. It made no difference to the current mattress – The mattress was slipping of the base. We returned the mattress with the driver.

I find the service level of Restonic totally appalling, especially when I did mention to Ursula – Restonic employee that when Connor- Restonic employee and the representative of Restonic did the assessment at my premises in November 2018 it was acknowledged that the cause of non-conformance was related to the defective base and not the mattress. (This was reiterated prior to the delivery). Connor mentioned that the smooth surface of the base supporting the mattress should have been placed at the bottom and the rough surface on the top of the base as this will prevent any movement / slipping of the mattress. He did confirm that this was a Restonic factory fault. Ursula did mention that Connor is on study leave and she will communicate with the rep that was at my premises and he mentioned that is was the mattress. Please ask him to explain this now??

This service level compromises the quality assurance that Restonic is renowned for!

What corrective and preventive action will be concluded now to rectify this appalling service rendered, prior to me escalated this?