Disgusted, taking advantage of the Elder

I purchased a mattress for my mom 01-12-2022, 3 months down the line my mom's complains that her body is hurting and actually feels like burning sensation as the mattress is sinking. During all this time my mom was already flipping the mattress weekly thinking she needs to still get used to the mattress.

We gave it a couple more months then I contacted our retailer Gabby.

Gabby then advised she would log a call with Henwood Customer Care.

Trisha Naidoo at Customer service then sent out an inspector Owen to assess the mattress. Owen then did his instant said my mom's bed is not balanced, we needed get a baseboard as my mom has a sleigh bed. We then placed the baseboard over the slates of the bed. Not long after mom said again rhe mattress is hurting her, Apart from the mattress sinking she feels the lumps in the mattress. My mother 68 years old has been sleeping on this mattress that's been hurting her body for the last 11 months.

No compassion, no sense of urgency, no care for the customers at all, as my mom today 16th July is still sleeping onnthe same mattress.

We were advised to go to the factory to choose a mattress in May. The factory was not available to accommodate us untill late June.

We eventually got to choose a new mattress. As per email from Trisha we had to pay R4500 for new mattress and delivery. My moms mattress is still under warranty, I have the original invoice.

I asked why were we paying for a new matted it was under warranty, inspection was done. Henwood offered to replace mattress, as per warranty it should be at no extra cost to the customer.

New customers Care consultant Zandile invoice me and does not answer the question I asked ,what is the price of the new mattress as I'm being invoice

Why am I being invoiced and why is my mom's mattress not brong replaced as per warranty.

Henwood has already opted to replace and not repair. But is now charging me more for a replacement.

This is The worst mattress shopping experience I have ever has in my life. 11 months this is going on, by August it will be a year and still the manor Henwood has said nothing, nor responded to my emails ,when I asked for his intervention or assistance

I'm utterly appalled at management and the terrible service I'm being given and taken advantage of. I am far from done,I will continue take this further.

68 year old doesn't have money to throw around, a pensioner, who has to pay more because of factory defects (confirmed by the inspector ,after meeting with him at the factory)

For the total price Incl extra cost to prove the mattress was faulty R9500, it is not even close to top of the range. I have requested my money back to purchase a more quality mattress for this price.

I would have then gone to the popular Brand I know that's quality. I have never ever had an issue with mattress in my life, we walked in and we was sold your quality range..

A year later this is where we are! Still sitting with a faulty Mattress!!!

I am utterly appalled, disgusted with this whole process, procedure of Henwood

Mrs Wing