Disgusting quality beds

I would like to inform you about the terrible customer service your branch at Mayville Mall Pretoria provides to customers. I purchased a new Greencoil Granite 152cm base set on the 29th December 2022 and it was delivered 31 Dec 2022. Around the 1st Feb, I heard the base of the bed is making a crack sound when you lie on the bed or when you turn around. Around the 4th Feb I could definitely hear that the base of the bed is broken and you can also feel this when 2 people lie on the bed. The bed a dip in the middle which then cause a person to roll to the middle of the med.

I contacted the store manager Robert on the 6 Feb at 10:00 the morning to explain what is happening. He said that I need to speak to Letta, but she is currently busy and he will ask her to call me back, she never did. On the 7 Feb at 10:00 I phoned again, and I was told that I could not speak to Letta. I then spoke to KG and explained again what is happening, she asked that I need to send them photos of where the bed broke if I want them to assist me. I tried to explain to KG that you cannot take photos as the base is broken on the inside, and it is fully covered, You will only see that the base is broken once you open the base, she just kept on saying that I must send photo’s.

I went to the Mayville store on the 8th Feb to see if I can speak to Letta directly. (Had to wait 20 min as she first went to the Hyperama for shopping). I explained the situation to Letta and she said I must send photos even if you cannot see where the bed broke. On the 9th Feb I send the photo’s as requested. I explained to Letta how urgent it is to get this resolved and she promised that she will get back to me on the 10th, this did not happen.

I only received feedback on the 14th to say the supplier wants a video so that they can hear the crack sound, I send her the video. I asked Letta that I want feedback by Friday or I will take this matter further, needless to say, I did not get any feedback.

The reason why I bought this bed was that my husband had a major operation on the 22nd December. He needs a proper bed to sleep on so that he can be comfortable while he is recovering form this operation. As you can imagine my frustration, my husband now sleeps on a bed that is broken.

I am disgusted that I must pay thousands of rands for a bed that only lasted a month, and from House and Home Mayville store that refuse to provide customer service.