Warranty not honoured & Pathetic customer service

<p>I am a very disappointed customer.</p> <p>I have purchased a Magapedic Montefino mattress in 2009 and I had to get the sagging mattress replaced or placed, and it had a supposed 10 year warranty.<br />After a long struggle, the Rep finally came and inspected my mattress. He could immediately see what I meant by the sagging. And yes, we have had a mattress protector since we bought the mattress and yes, we do rotate the mattress. He gave feedback to Altha, who handles customer complaints.</p> <p>So after I had to email Altha again to ask what the outcome is, she advised that due to fact that that the mattress is stained it is no longer under warranty!!! It is probably two small not very dark stains from spilled tea!!! (I can send you pictures if you want).</p> <p>This is ridiculous. When we bought the mattress we were not advised not to get the mattress stained otherwise the supposed 10 year warranty is no longer valid (where does one get a mattess that old without stains??) . Also, we were not advised when we bought the mattress that we had to pay a warranty fee should the mattress give problems. Oh yeah, I forgot to mention that they suggested to buy a new mattress as the warranty fee is a whopping R3190.00!!!</p> <p>The sad part is, my colleague also had to replace her mattress recently. Within a day the company arranged for collection of the mattress and same day of collection, replaced her very stained mattress as she has children whose bottles leaks on her bed, all for a charge of R250 - and she has had her bed for 9 years!!!</p>