Restonic bad quality matrass

I am lodging this complaint on behalf of my mother, who purchased a Restonic bed from OK Furniture in December 2024 in Port Sheptone .The bed comes with a five-year warranty, yet it has already have problems .

The bed is no longer straight and level as it was when it was new.My mother can now feel the springs pressing against her body when she sleeps. This has made the bed extremely uncomfortable and has affected her ability to get a proper night's rest.

My mother is 60 years old and is still working. After a long day at work, she deserves to come home to a comfortable bed that provides adequate support. It is deeply disappointing that a bed purchased with the expectation of quality to receive this treatment.

My mother has already lodged a complaint with Restonic , but she was informed that the bed must have a visible hole before her complaint can be considered. We find this response unacceptable and disrespectful.Must a customer wait until a mattress develops an actual hole before a complaint about its quality and to be taken seriously? The fact that the springs can be felt through the mattress and that the mattress is loosing its shape .They also asked her to take pictures of the springs.How ?when the springs are in the mattress ?

The purpose of a warranty is to give customers confidence that they are protected should qualifying product defects arise within the specified period and the bed is still under warranty.

We would like to understand why a visible hole is being treated as a requirement for assistance when the mattress is no longer providing the comfort and support expected of it.

We are requesting that OK Furniture and Restonic take this matter seriously, arrange a proper inspection of the bed, and provide a fair resolution in accordance with the applicable warranty terms. We would appreciate a written response explaining how this matter will be resolved.

My mother paid for a product that she reasonably expected to last, and she should not have to endure an uncomfortable sleeping experience while being turned away because the mattress does not have a visible hole.

We look forward to a satisfactory response and resolution from OK Furniture and Restonic.