Warrantee Fee

We have purchased a Sealy Posturpedic mattress in March 2011. The reason why we bought this expensive mattress was because of the fact that it is supposed to be good quality and it comes with a very long warranty . 6 Years later and the mattress is settling and the base noisy and wavy. (Causing severe back and body pain) I called the Bravo Group to lodge a query / complaint and they send their inspector out that confirmed the last mentioned. The Bravo Group advised us that they agree that the base and mattress should be replaced but that we would have to pay in a warranty fee of R10 000.00 ! This is just crazy! I informed the adviser that we were never made aware of these terms and conditions and that they should please forward us some sort of proof of where this was discussed. They contacted the store where we bought the mattress from but they could not find any record of this as they no longer sell mattresses. I feel that this is extremely unfair treatment from your company as these costs are being hidden in a document or card that we did not even receive. (The mattress and base was delivered without any of these documents or cards) Please also see feedback below from the adviser. I will definitely in future think twice before buying a product from your group. ____________________________________________________________________________________________ Good day Mr. Booyens, Trust you are well. As discussed telephonically, the inspection findings on your base set came back as Mattress settling and base wavy and noisy. Unfortunately your current base set is out of the factory guarantee and your mattress also has irremovable marks; therefore there will be a warranty fee applicable and a recovery fee on your mattress. This warranty and recovery fee needs to be paid first before we can do the exchange. When doing an exchange we take back the faulty item and leave the new one. However, due to hygienic reasons, we can not take back an item with irremovable stains therefore you get to keep the mattress when we deliver the new one hence the recovery fee. Please see attached warranty letter with our banking details and the reduced warranty fees that must be paid in. Also attached is a copy of our warranty letter stating the above mentioned information. Please note that the Warranty card is not a written agreement between us and the customer but merely our warranty terms and conditions of our products and therefore we would not be able to provide you with a signed document. Unfortunately we as the Supplier cannot be held responsible if the store did not explain these terms and conditions to you when you purchased the bed. I trust the above is in order however, you are more than welcome to contact me should you need any further information or assistance. Thank you. Kind Regards,