Utterly Apalling Service!

<p>Good Day</p> <p>I am utterly appalled by the service we have received from your UITENHAGE branch , in fact you cannot even call it service!</p> <p>We purchased an bed from you += 4 – 5years ago <br />(Do not have the exact date with me now)<br />The mattress is totally defective it has totally sagged much more than your usual body impression makes , if you sit on that side of the mattress you sit right on the BASE of the bed that is how defective it is!</p> <p>The bed is still under warranty so we approached your Uitenhage branch on 19 January 2017 to put the claim in , the store manager that apparently goes by the name of Adam informed my fiancée that the whole process of them coming to inspect the mattress and repairing or replacing it should not take longer than 3 weeks.</p> <p>My first complaint about the store is that the following week when I called the store to hear if they have an date yet to when they will be sending someone out to come inspect the mattress that that the store manager told me that the claim was only put through on 21 January 2017.</p> <p>Why was my claim only put through 2 days after it was placed with the store?</p> <p>On 30 January 2017 I called the store again as I had not received any feedback again I was informed by the store manager that they will send someone out the following day.</p> <p>Two people from the Uitenhage Branch came out the following day to confirm that the mattress was infact defective as according to them the mattress is suppose to still have an height of 24cm plus after your body impress and ours was only 20cm.</p> <p>The two gentleman informed the fiancée who was there that they would put the claim through for it to be replaced and it should not take longer than 2 weeks.</p> <p>An week later we had still not received any feedback once again so once again I called the store again and was informed they are still waiting for a response from they factory. By the 2nd week in February 2017 we had still not received any feedback so I called the Uitenhage branch AGAIN! This time I was informed that they do not have stock of this mattress and they are waiting for the shipment because the truck needs to be full before the different stores orders can be shipped.</p> <p>Feeling very angry I found your Customer Care Number and contact them I spoke to an Heidi who informed me that that number is actually not an Customer Care Line but she will try and assist me and took down my details and would get back to me.</p> <p>A few hours later I received and call from Graham who believed to be the Uitenhage Branches Rep he informed me that if the mattress is faulty there be should be no delay in replacing it as the mattress is faulty and the store DOES HAVE STOCK so they cannot have an excuse , and advised me to contact the store again and ask them what is they delaying because I have just spoken to their rep and he know that’s they DO HAVE STOCK.<br />I called the Uitenhage branch again and spoke to the Store Manager (Adam) who informed me very rudely that he knows no such person by the name of Graham.</p> <p>I then contact Graham backwho informed me that Adam know exactly who he is and that he thinks what the problem is that The Owner of the Uitenhage branch is on holiday out of the country and that is why they aren’t assisting me.</p> <p>He advised me to wait till this week Thursday when the owner is back and speak to him in person.</p> <p>Again I did not receive any further feedback from the Uitenhage branch.</p> <p>On Monday 13 January 2017 I contact the branch AGAIN and once again was very rude and informed me when I asked why do I keep phoning and not receiving feedback that it is “Not their problem I keep phoning , they did not tell me to keep phoning”<br />I was then informed that the DRIVER informed him about the mattress and he will come inspect it himself that afternoon.</p> <p>I then asked that : ‘Why does he need to come out again and why did it take them 13 days from the last time to tell me that he needs to come out again?’</p> <p>He informed me that the DRIVER said the mattress is dirty and if it’s dirty It will not be replaced.</p> <p>So Adam came out and had a look at our mattress to inform us that the mattress IS DEFECTIVE but it is dirty so the factory will not take it back , so we asked what does the mattress being dirty have to do with it being defective he could not answer us except that its not Hygienic ,so we asked what your factory does with the mattress as I cannot see why they are reused to make ones as that is UNHYGINIEC and disgusting as well as totally doing to opposite as to what your rules are he could not answer me.</p> <p>Today I once again contact them and was informed that the Owner is till on Holiday and when he is back he will come inspect it himself.</p> <p>This is now 3 days short of an month and we have got nowhere expect unacceptable rude service.<br />I do not understand that an branch cannot function when an owner is not there why is it still open then? This has been an endless nightmare and yet we still haven’t got anywhere.</p> <p>I would please like feedback on this matter asap.</p>