Shocking service and warranty commitment from Henwood Beds

My 8 year old bed with a 15 year Warranty has broken springs in the mattress. The warranty specified "Non sag reinforced edges, and individually wrapped pocketed twice tempered springs. These broken steel springs are a danger to anyone using the bed as they are sharp steel spikes which have penetrated the casing of the mattress. I contacted as below: The response was not the sort of response one would expect from a major company as shown below

Liezel, What sort of company or scam company do you manage at Henwood beds. I first spoke to you about broken mattress springs on my mattress on the 21st January 2021 which was still within the 15 year warranty period. You asked me to send various document including the invoice, a picture of the bed and the Warranty label to orders@henwoodbeds.co.za which I did the next day. Sarah your receptionist contacted me to ask if the documents were for Henwood beds which I confirmed and she said the she would send them through to you straight away. She also asked for my cell number which is different to the one on the invoice. “Over a week later I phoned Sarah and she told me she had forwarded the documents to you. A few days later I phoned again and Sarah said that you were in a meeting and would phone me back which you didn’t do. A few days later I phoned you again and you said you had only received the documents the previous day but said you would pass them on to the relevant department and they would call me. More than a week later I called again as I had not been contacted. You told me that the relevant department had called but used the incorrect number. You said that they would call to set up a time to assess the damage. Days later three people arrived to assess the broken springs, taking irrelevant photos, measurements and the like. They then left and told me that Grant would phone me later in the day. A week later after no phone call I phoned Grant and he told me that the workers had been incorrect and the responses are only provided via e-mail and asked for my address. Days later he sent me the attached email to follow. My complaint had nothing to do with the sagging mattress it was about broken springs which he only mentioned briefly in his elaborate e-mail WHICH BY THE WAY WAS A COPY OF AN EMAIL HE SENT TO ANOTHER COMPLAINANT IN EARLY 2019. THIS SOUNDS LIKE IT IS A COMMON FAULT WITH THE MANUFACTURE OF THE BEDS? Is this how you run your business??? I can asure you that the consumer watch bodies like Wendy Knowler, and Hello Peter are going to have a field day when they hear of this case and I trust that your business is going to recive a just response from potential customers. Brian Fowles

Hello Mr. Fowels

I have been made aware of the poor service you have received and of course must apologise sincerely for any delays in initiating your inspection and sending through feedback.

If you have any concerns you are welcome to address them with me directly. We attempt to offer the best service we can but unfortunately we don’t always get it right.

If you would please take some time to read through the feedback sent previously you will find that mention was made of the damaged border, the broken spring and all associated Costs for repairs. You are correct that the name and reference number in the feedback are not correct but the information in the document does pertain to you specifically.

An updated document with your details is attached for you to review. If you require any further information from us please let me know. Thank you for your patience and apologies again for any delays on our part. Kind regards Grant de Lange Chief executive officer T: +27 (31) 563 – 1185