Pathetic!

just now NEW We purchased mattresses on 29 December 2022. The service offered in store was great. The service we have received after the purchase was made has been nightmarish. A complaint was logged within 18 days of purchase of the single bed grand resort mattress. It has collapsed on one of the lower corners, we were assisted by Rose. After 2 follow ups we were told Rose does not actually work at the Pretoria branch and to resubmit the complaint, we have done so. We have been told to wait as the supplier must be informed and assess the damage, their own supplier. It’s like returning a pair of sneakers to Tekkie Town and them informing you that they will have to call Nike first before they can assist with a replacement or refund. It is now 14 February 2023 and we are still going back and forth with one person passing the buck onto the next to assist us. We have since been accused by the assessor- Jannie Breedt for sitting on that mattress resulting in it’s damage and to “compromise” on our complaint. I would like to know how that conclusion has been drawn as my 2.5 year old daughter who weighs 13kgs is the ONLY person to have slept on the bed, a handful of times too. The capacity of the mattress is allegedly 90kg. Our calls get ignored, the complaint is sent back and forth with days in between communication. Please, stay away from ANY AND ALL Mattress Warehouse branches, take your business elsewhere, perhaps then your unfortunate experience with a defective mattress will not be handled as poorly as ours has been. This is singlehandedly the worst retail experience I have had.