1 reviews | Active since Dec 2021
Viva Bedding Quality is Substandard
Complaint Regarding Product Quality and Customer Service
I am writing to express my profound disappointment with a bed I purchased from UFO Amanzimtoti approximately two years ago.
Recently, the bed has exhibited a significant manufacturing fault, with the springs on the side beginning to pop out. Given that the product is a mere 2 and a half years old, this issue clearly points to a failure in quality and workmanship.
I immediately lodged a complaint with UFO Amanzimtoti. While I was informed that the standard warranty period had expired, I was assured that the product was still under a "guarantee." Following this, an inspector from **Viva Bedding**, the manufacturer, assessed the situation and confirmed the defect. However, I was then advised that I would need to pay R1,500 for the repair.
This proposed solution is unacceptable for several reasons:
1. The defect is unmistakably a factory fault, not a result of misuse or wear and tear. 2. The repair cost of R1,500 is disproportionate, considering the original purchase price was just over R3,000. At this rate, purchasing a new bed from a different manufacturer becomes a more logical and financially sound option. 3. The entire experience has undermined my confidence in the product's quality and the brand's commitment to customer satisfaction.
This situation reflects poorly on the quality of both UFO's products and their supplier, **Viva Bedding**. The service from both entities has been unsatisfactory, and the resolution offered does not prioritize customer loyalty but rather seems designed to extract additional revenue.
Based on this experience, I cannot in good conscience recommend UFO Amanzimtoti or **Viva Bedding** to other consumers. I had expected both the retailer and the manufacturer to stand behind the quality of their products and ensure their customers are treated fairly.
I am sharing this feedback in the hope that it will prompt a review of your quality control and customer service policies.
Sincerely,
A Disappointed Customer
Thank you for taking the time to contact us.
RE: COMPLAINT: UFO
We confirm that you concluded a cash purchase with our United Furniture Outlet (UFO) Arbour Crossing store on the 23/02/2024 of an Ischia 137cm B/set (as per the enclosed Offer to Purchase). At date of your purchase, you also received a 12-month supplier guarantee on the
base set purchased, which guarantee was available for the period February 2024 to January 2025. However you still have a warranty that will assist you should there be a fault, but you will be charged a certain percentage of the purchase value to replace either the base or the mattress. This 12-month guarantee would have only covered a replacement to any manufacturing fault in respect to the base and the mattress respectively.
In your case you are required to R 1 375,00 where the supplier will then replace the mattress for you. I hope this clarifies it.
Feel free to contact me on the below number should you require.
Kind regards,
Pinda Nyembe
Customer Experience Manager
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Thank you for taking the time to contact us.
RE: COMPLAINT: UFO
We confirm that you concluded a cash purchase with our United Furniture Outlet (UFO) Arbour Crossing store on the 23/02/2024 of an Ischia 137cm B/set (as per the enclosed Offer to Purchase). At date of your purchase, you also received a 12-month supplier guarantee on the
base set purchased, which guarantee was available for the period February 2024 to January 2025. However you still have a warranty that will assist you should there be a fault, but you will be charged a certain percentage of the purchase value to replace either the base or the mattress. This 12-month guarantee would have only covered a replacement to any manufacturing fault in respect to the base and the mattress respectively.
In your case you are required to R 1 375,00 where the supplier will then replace the mattress for you. I hope this clarifies it.
Feel free to contact me on the below number should you require.
Kind regards,
Pinda Nyembe
Customer Experience Manager
***
***
Thank you for your response regarding my warranty claim for the Ischia mattress purchased on 23 February 2024.
I am writing to formally reject the proposed resolution requiring me to pay R 1,375.00 for a replacement mattress. The assertion that this charge applies to a fault of this nature is unacceptable.
The fault in question—protruding springs on one side of the mattress—is unequivocally a manufacturing defect. It is not a result of ordinary wear and tear, nor is it a type of damage a consumer could cause under normal use. The product has failed to meet the fundamental standards of merchantable quality and durability
I request that you reassess this claim and provide written confirmation within five (5) business days that a replacement mattress will be provided free of charge, including the arrangements for the collection of the faulty unit.
Please be advised that if a satisfactory resolution is not confirmed within 7 working days from to day 20/10/2025, I will have no alternative but to escalate this matter to the National Consumer Commission (NCC) and other relevant consumer protection bodies.
I trust this will be handled appropriately.
Thank you for your response regarding my warranty claim for the Ischia mattress purchased on 23 February 2024.
I am writing to formally reject the proposed resolution requiring me to pay R 1,375.00 for a replacement mattress. The assertion that this charge applies to a fault of this nature is unacceptable.
The fault in question—protruding springs on one side of the mattress—is unequivocally a manufacturing defect. It is not a result of ordinary wear and tear, nor is it a type of damage a consumer could cause under normal use. The product has failed to meet the fundamental standards of merchantable quality and durability
I request that you reassess this claim and provide written confirmation within five (5) business days that a replacement mattress will be provided free of charge, including the arrangements for the collection of the faulty unit.
Please be advised that if a satisfactory resolution is not confirmed within 7 working days from to day 20/10/2025, I will have no alternative but to escalate this matter to the National Consumer Commission (NCC) and other relevant consumer protection bodies.
I trust this will be handled appropriately.