Warranty not honoured

My husband bought a bed in 2023 with a 10 year warranty.

In October we call them to advise them that the base was broken and that the base is broken and the mattress was sagging. The receptionist asked us to send her pictures which we did. She then contacted us to advise us that Joh**** Breedt want to come out and view the bed set. Je is based in JHB, I asked if this is normal practise she just said he wanted to come view.

We waited over a month for him to come first was in November could never give a date and then when we contacted then again we were told in December. When he final came out he advise the following Unfortunately, the supplier will not be able to exchange your mattress and base. As per the report, the base is no longer under warranty, and the mattress is considered unhygienic(because there was no mattress protector on the mattress) with visible signs of excessive sitting, which are not covered under the warranty.i request copy of the warranty as the copy i have there no visibility mention. Also are bed not made for sitting on as well or must i just lay . Also the bed is sagging in the middle the bed is no turn bed. I am just appalled cause i now need to go buy a new bed and this is not even 3 years old.

Kind be careful when buying a bed from them. Cause they easy to do the sale but the after service and anything to honor there warranty become and excuse. Jannie also advise that the new owner will not accept this mattress into there warehouse. I feel ************** was considered when he made his decision.