1 reviews | Active since Jul 2014
Guess rather not buy a mattress if you intend to sleep on it.
So I posted a complaint about Restonic and the The Mattress Warehouse. I was asked to take it down and they will sort out the problem.
Never know that a stain on a mattress will cause the mattress to collapse and springs basically give in…
Today got an email from Restonic requesting the following. Kindly assist us with the full pictures of the faulty matt: * Close up (so that I can see the name of the Mattress) * Further away (so that I can see the whole Mattress without linen) * Close up (problem area) * Production tag( production tag is found on the back of the mattress and/or base). • Sagging – Kindly put a Broom/Pole across the Matt, if the “Gap” between the Broom/Pole and Matt is more than 4cm then it is a Factory Fault. Less than that is “Body Indentations” and that is Normal As per Restonic Warranty Card… I have attached an example of a full picture. • Please send us a Picture off that “Gap”. I have attached the example of a full picture. If anything is unclear, please do not hesitate to contact me.
I emailed a few photos and a few videos. The feedback I received was: “Thank you for the pictures and video, I see the stains on the matt as per Restonic Warranty Card we can authorise an exchange if the matt is stained” Here they said they can authorise it. (In the email.) Not sure what this was meant to say as per the attached Guarantee states the following Restonic reserves the right to refuse services when upon inspection, the product is found to be dirty, stained, burnt, soiled infested with inserts or in an unsanitary condition” This means it’s not a must that they have to refuse a replacement
This is the original complaint below. On or around the 06th of December 2021 we ordered a Restonic Recover - Queen Mattress via The Mattress Warehouse. I’m sad to say that this mattress has basically collapsed in the "middle" If i sit on it i can literally feel the base. My second question is that we ordered and paid for the Restonic Recover - Queen Mattress but now on later inspection it has the word "Bamaboo" printed on the mattress. i have not noticed or could find anything mentioning or request for something to do with "Bamboo" on our order? The Restonic company does not make any mention of this at all on their site. We thought we bought a quality product and i must sadly say our old mattress was almost 10 years old and 100% better than this product.
What am i to do now? AS I HAVE CONTACTED BOTH THE MATTRESS Warehouse AND RESTONIC ON THE 27th of July 2022 without receiving any response AT ALL!!!
Terrible product. No aftersales service at all!!!
Guess rather not buy a mattress if you intend to sleep on it. It’s like buying a car and if your carpets get dirty the Guarantee is null and void.
Thank you for taking the time to share your concerns regarding the complaint logged.
As per the communication from our Randburg Branch Manager, your complaint was only received by The Mattress Warehouse on the 30th of August. The initial complaint was sent to The Mattress Factory.
We do apologize for the inconvenience. We at The Mattress Warehouse are unfortunately unable to exchange without authorization as we are not the holders of the warranty and guarantee.
Our Customer Service Department was informed and will assist.
Kind regards,
The Mattress Warehouse
Thank you for taking the time to share your concerns regarding the complaint logged.
As per the communication from our Randburg Branch Manager, your complaint was only received by The Mattress Warehouse on the 30th of August. The initial complaint was sent to The Mattress Factory.
We do apologize for the inconvenience. We at The Mattress Warehouse are unfortunately unable to exchange without authorization as we are not the holders of the warranty and guarantee.
Our Customer Service Department was informed and will assist.
Kind regards,
The Mattress Warehouse
The first complaint was sent to the following email Matlatsi Chibi on the 27th of July 2022 not the 30th of August. The complaint was never sent to the The Mattress Factory. That was a typo from my side in the complaint that was quickly sorted out in the telephonic conversation. i did receive an email from Restonic and their explanation was due to small stains the mattress collapsed.
Restonics reply to me was "
This means that they have the capacity and they can replace the mattress.
The first complaint was sent to the following email Matlatsi Chibi on the 27th of July 2022 not the 30th of August. The complaint was never sent to the The Mattress Factory. That was a typo from my side in the complaint that was quickly sorted out in the telephonic conversation. i did receive an email from Restonic and their explanation was due to small stains the mattress collapsed.
Restonics reply to me was "
This means that they have the capacity and they can replace the mattress.