JC
Julie C
1 reviews | Active since Jun 2011
18 May 2015, 19:50
Warranty? ???
In April 2014 I purchased a Rest Assured Matrix Neo Mattress online from the Mattress Warehouse. 6 months later I started feeling it hurt my back. I can actually feel the springs poking me in the back. After a visit from one of their consultants they offered to replace the mattress for a new one but it would cost me almost the same price I paid for it in the first place.<br> Why do they say the mattress has 20 years warranty when it will actually cost the same price of a new one? ?<br> <br> Really not impressed. <br> <br> Now I'm sceptical of buying anything online.
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The Mattress Warehouse's replyOfficial
20 May 2015, 11:13Hello Latina3,
Hi Julie
Thank you for your feedback regarding your Rest Assured complaint. We at The Mattress Warehouse take customer service very seriously and therefore investigated this complaint thoroughly. According to the report written by Rest Assured on inspection of your mattress the mattress has stains and could not be properly tested.The inspector also mentioned in the report that he believes your sleigh bed is the cause of the problem. I also noted from the report that they acted in good faith by offering you a new mattress at their manufacturing cost although the warranty was cancelled due to the fact that the mattress is soiled in such a manner that it is deemed unhygienic. According to Rest Assured you were sent a copy of this report but if for some reason you haven't received it I can forward it to you again.
Please note that The Mattress Warehouse would do anything possible to assist our clients in any way, but this is a Rest Assured factory warranty and only Rest Assured can give authorization to exchange or replace a mattress under their warranty.We have in the meanwhile sent you a cleaning kit worth R800 free of charge and hope that this is a step towards resolving this issue.
Hi Julie
Thank you for your feedback regarding your Rest Assured complaint. We at The Mattress Warehouse take customer service very seriously and therefore investigated this complaint thoroughly. According to the report written by Rest Assured on inspection of your mattress the mattress has stains and could not be properly tested.The inspector also mentioned in the report that he believes your sleigh bed is the cause of the problem. I also noted from the report that they acted in good faith by offering you a new mattress at their manufacturing cost although the warranty was cancelled due to the fact that the mattress is soiled in such a manner that it is deemed unhygienic. According to Rest Assured you were sent a copy of this report but if for some reason you haven't received it I can forward it to you again.
Please note that The Mattress Warehouse would do anything possible to assist our clients in any way, but this is a Rest Assured factory warranty and only Rest Assured can give authorization to exchange or replace a mattress under their warranty.We have in the meanwhile sent you a cleaning kit worth R800 free of charge and hope that this is a step towards resolving this issue.
The Mattress Warehouse's reply20 May 2015, 11:13
Official
Hello Latina3,
Hi Julie
Thank you for your feedback regarding your Rest Assured complaint. We at The Mattress Warehouse take customer service very seriously and therefore investigated this complaint thoroughly. According to the report written by Rest Assured on inspection of your mattress the mattress has stains and could not be properly tested.The inspector also mentioned in the report that he believes your sleigh bed is the cause of the problem. I also noted from the report that they acted in good faith by offering you a new mattress at their manufacturing cost although the warranty was cancelled due to the fact that the mattress is soiled in such a manner that it is deemed unhygienic. According to Rest Assured you were sent a copy of this report but if for some reason you haven't received it I can forward it to you again.
Please note that The Mattress Warehouse would do anything possible to assist our clients in any way, but this is a Rest Assured factory warranty and only Rest Assured can give authorization to exchange or replace a mattress under their warranty.We have in the meanwhile sent you a cleaning kit worth R800 free of charge and hope that this is a step towards resolving this issue.
Hi Julie
Thank you for your feedback regarding your Rest Assured complaint. We at The Mattress Warehouse take customer service very seriously and therefore investigated this complaint thoroughly. According to the report written by Rest Assured on inspection of your mattress the mattress has stains and could not be properly tested.The inspector also mentioned in the report that he believes your sleigh bed is the cause of the problem. I also noted from the report that they acted in good faith by offering you a new mattress at their manufacturing cost although the warranty was cancelled due to the fact that the mattress is soiled in such a manner that it is deemed unhygienic. According to Rest Assured you were sent a copy of this report but if for some reason you haven't received it I can forward it to you again.
Please note that The Mattress Warehouse would do anything possible to assist our clients in any way, but this is a Rest Assured factory warranty and only Rest Assured can give authorization to exchange or replace a mattress under their warranty.We have in the meanwhile sent you a cleaning kit worth R800 free of charge and hope that this is a step towards resolving this issue.