Disgusted

Good day Sealy,

Can you please assist urgently.

My fiance bought an Sealy Paloma at Bradlows online in December 2024.The bed is under warranty. The bed began sagging in the middle of the mattress and the base is crack. She contacted Bradlows/Pepkor call centre more than a week ago to report the issue. The call centre agent ask her what the problem was and she explained. She was ask in what condition the bed was and if there were any stains on the mattress and her answer was no. The call centre agent requested her to email photos of the bed so that the agent can escalate it to their complaints department. Marilyn Lyons, their client, did so as instructed. Bradlows and Sealy were satisfied with what they saw on the pictures and Sealy approved that the Sealy Paloma needs to be collected and Bradlows must exchange the product.

Here the problem started,

As per email from Bradlows/Pepkor their complaints representative,Mbali, emailed Marilyn and informed her that Sealy credited her with thep purchase price of her Sealy Paloma. She told Marilyn that she has options, refund or exchange/replace. She chose exchange. Mbali informed her that there was no Sealy beds in that price range for R 6700 and she can choose any other bed in that price. So she went for a Serta.

Arrangements was made for delivery and the bed was delivered this morning. But no paperwork for the exchange and collection of the Sealy bed was made and the delivery guys refused to take the Sealy Paloma bed with them. The only only have the delivery note of the Serta. Marilyn is sitting with the Serta and the Sealy Paloma. According to the driver, the Warehouse made a purchase instead of the Serta exchange and now it's a total mess up.

She immediately contact Mbali via email and Mbali responded that she gave the Warehouse the correct instructions via email to collect and exchange. According to her, she did send them back to back mails after Marilyn complained again after the mess up.

No response yet from her or the Warehouse.

Can you please intervene as the Sealy Paloma, which is suppose to go back to the supplier is still at our flat, ready to be collected. Myself told Mbali via email that we are not going to unseal the Serta and leave the product untouched until the paperwork is correctly done.

If you need more information from Marilyn,

You can call Miss Marilyn Lyons on *** or email her on ***. Her physical home address is 20 Welgelee Street, Aroma Park Village, Unit 171, Vredekloof, Brackenfell, Cape town

I'm Malcolm Moses *** ***

Kind regards

On behalf of Marilyn Lyons

Malcolm