WORST QUALITY AND SERVICE - NEVER PURCHASE ANY PRODUCT FROM THIS COMPANY

NEVER PURCHASE ANY PRODUCT FROM THIS COMPANY

I Spoke to the Customer Resolution Manager on 07 June 2022 explaining our issues that we have with the Genessi bed sets purchased that is once again sagging within a year. They actually look like hammocks and not beds. I also explained to him that all 3 sets have been exchanged previously and once again the mattress is sagging in such a manner that everyone in our household wakes up with back pain every morning. I also explained to him that my son is in the middle of exams and this puts additional stress on him due to not getting a good night's rest, never the less on the rest of us. We went as far as to add a top to his bed to try and better the sagging.

He informed me on 08 June 2022 that their bedding specialist will visit our house to evaluate the beds to save time with the exchange process, keeping in mind the previous times it took almost a month for the faulty units to be exchanged. The bedding specialist did evaluate the beds on 10 June 2022 and confirmed that there is indeed fault. He also requested that we go to their showroom in Ormondo and that we did on 14 June 2022.

After the meeting the bedding specialist have sent a few WhatsApp messages informing that there will be a pay in to get the correct bed sets. I contacted him and requested an explanation on the amounts payable and he informed me that this will be for the upgrade as the sets we bought are not sufficient for our needs and should we stay with the "same and or similar product" there will still be a pay in, this being the 2nd sets with the same problem.

How is it possible to have purchased these beds from two different Stores and both Stores informed that the beds are perfect for people experiencing back problems. We already paid monies for the exchange due to being out of the Warranty Period, however now being only six months "out of the Warranty period", it is again expected from us to pay more than the previous amount paid for the beds if we decide to keep the same / similar range, keeping in mind that Genessi is discontinued and replaced by iDream. All the employees highly recommend that Genessi is an exceptionally good bed, why would anyone discontinue a product of such "high quality".

After I spoke to the bedding specialist and again explained my disappointment having to pay in each and every time for beds that are not holding up to the Company "Quality promise" it basically came down to the fact that I will be paying this yearly if we don't upgrade as the beds are not suitable for our needs although two different Stores informed it is the best product to purchase. He said that he will discuss the situation with the Customer Resolution Manager and get back to me.

Today being 22 June 2022, none of the Company representatives, including the Manager bothered to come back to me.

I unfortunately see this as nothing else than poor product quality and poor customer service, this includes the call centre not bothering to hear what the client needs to say, only telling one to contact the Store. Well in this case the one Store is closed and the Company responsible is not assisting at all.

My honest opinion is to NEVER PURCHASE ANY PRODUCT FROM THIS COMPANY!!!