1 reviews | Active since Jun 2013
Delivered damaged goods and next day refuses exchange or refund.
Purchased a Cloud Nine Chiroflex king XL Bed, from the mattress warehouse Olivedale. The sales rep had very little to no insight on the products. I even request to speak to the agent on detail differences of the bed. Upon receiving delivery on the bed and making payment the bed showed usage - impressions, The very next morning following a late delivery the evening before. I called to request a new flat-bed. As this showed signed impressions or improper storage impressions. I also sent through pictures showing the impression of over 1.5cm. I was given the runaround and non-response. 14 days later the after many calls the sale rep arranges for an inspector from cloud nine to come out to inspect the bed claiming that this is a warranty issue. Cloud nine denies that it's significant enough damage to warrant a replacement. however, there was a damaged product delivered here which I am unwilling to accept and notified the mattress warehouse to replace or refund under their 14 days no question return policy, which I requested on the very first day, within 24 hours and then again via email on day 12. The basses (not original cloud nine) are still sealed in the original packaging and the bed was delivered with the packaging taped not factory sealed. I am informed that this model bed is to be replaced by cloud nine shortly and that they are clearing out their old stock, thereby not manufacturing any new beds of this model. This particular bed was stacked for storage with a load on top of it at a mattress warehouse store for several months resulting is unfair usage of the product due to it holding additional weight for several months before being sold to me. Should this not be resolved I will have to escalate to the appropriate channels as selling damaged goods and breaching policy is unlikely behavior that should be tolerated by the South African consumer.
Thank you for the feedback on your experience with us.
We are aware that you spent a few hours of quality bedding shopping time on your 2nd time with us at our Olivedale branch, thank you for your visit.
Our Sales Consultant have assisted you and furthermore our branch manager. The CL9 Comfort Plush was your first choice but as we did not have it in stock at the time and you needed it sooner hence you opted for the CL9 Chiroflex King XL.
The specific mattress was handpicked by your self and you have requested our staff to open it up, it was brand new as we have received this mattress in November 2018 as part of our orders at year end.
This was most certainly in it's original Plastic sealed, there were no other mattresses, stored flat as required by our bedding knowledge.
No one else has used the mattress and this was brand new.
You have requested it to be opened up and that you want to test it without the plastic. You requested us to deliver the exact one that you have tried out and there was no unfair usage as you stated.
Our Normal procedure is to close the plastic covering and seal it with tape to keep the product protected.
This exact mattress was delivered to you and hence the packaging tape which you have noticed (you're in store tested mattress which we have opened on your request and resealed with Packaging tape).
After you noticed an impression our sales consultant have contacted the supplier.
Our 100 Day Comfort Trail Terms and Conditions have been explained in detail and given to you.
The Supplier visited you for inspection of the mattress on 14 March.
The testing was done with S.A.B.S measuring equipment and your tests showed that the impressions you have noticed are within specifications.
Body impressions indicate that the comfort level is conforming to your body's individual contours, this is a normal occurrence in the performance of the mattress, especially in the mornings as the surface had been depressed for hours.
You are most welcome to email us on our Care Department *** should you have any additional inquiries.
Best Regards
The Mattress Warehouse Team
Thank you for the feedback on your experience with us.
We are aware that you spent a few hours of quality bedding shopping time on your 2nd time with us at our Olivedale branch, thank you for your visit.
Our Sales Consultant have assisted you and furthermore our branch manager. The CL9 Comfort Plush was your first choice but as we did not have it in stock at the time and you needed it sooner hence you opted for the CL9 Chiroflex King XL.
The specific mattress was handpicked by your self and you have requested our staff to open it up, it was brand new as we have received this mattress in November 2018 as part of our orders at year end.
This was most certainly in it's original Plastic sealed, there were no other mattresses, stored flat as required by our bedding knowledge.
No one else has used the mattress and this was brand new.
You have requested it to be opened up and that you want to test it without the plastic. You requested us to deliver the exact one that you have tried out and there was no unfair usage as you stated.
Our Normal procedure is to close the plastic covering and seal it with tape to keep the product protected.
This exact mattress was delivered to you and hence the packaging tape which you have noticed (you're in store tested mattress which we have opened on your request and resealed with Packaging tape).
After you noticed an impression our sales consultant have contacted the supplier.
Our 100 Day Comfort Trail Terms and Conditions have been explained in detail and given to you.
The Supplier visited you for inspection of the mattress on 14 March.
The testing was done with S.A.B.S measuring equipment and your tests showed that the impressions you have noticed are within specifications.
Body impressions indicate that the comfort level is conforming to your body's individual contours, this is a normal occurrence in the performance of the mattress, especially in the mornings as the surface had been depressed for hours.
You are most welcome to email us on our Care Department *** should you have any additional inquiries.
Best Regards
The Mattress Warehouse Team