Frans K

Bad Craftsmanship and customer care on mattress by Optimum Bedding and lack of follow up by Mattress Medi Centre

On 27 August 2019 I bought a Queen size Orto Spine Mattress from Mattress Medi Centre Riversquare Three Rivers Vereeniging. The saleman Daniel was very helpfull and gave us advise on suitable mattresses that will cater for our needs and weight and we decided on his advise on the above said mattress. This mattress have a 20 year guarantee. In April 2021 we started experiencing discomfort with the said mattress as it was sagging in the one side. We regularly rotate the mattress as indicated on the guarantee certificate but the sagging continued. We reported the problem to Lynette at Mattress Medi Centre and she arranged that the mattress will be picked up and send to the factory for inspection. On 3 May 2021 the mattress was collected and the same day it was dropped off again. As we were away from home till July nobody slept or used the mattress. On my return I have received the report issued by Optimum Bedding, the manufacturer of the mattress. In the report they state that: 1. Indentations could be felt on the side. 2. No factory fault could be found, 3. The indentations are body impressions and then a long explanation on why and how body impressions occur. 4. "Please ask the customer to refrain from sitting on the side of the bed for prolonged periods of time." My questions on what is a prolonged period is not answered till today. We need to sit on the side of the bed to get into the bed and to get out of the bed. We had never sat for longer than two minutes on the side. 5."Please ask the customer to utilize the entire surface of the bed to ensure even setting". We are utilizing the entire surface but if you sleep you sleep in one position for 90 % of the night. Me on my side and my wife on the other side. 6. "Please have the customer rotate this mattress" Rotating is done more than the requirements what else must we do? We followed their recommendations as above but the sagging on the one side continued and on 18 November 2021, after a visit by family and they complained about the discomfort of the sagging on the one side, I reported the problem again to Deidre at Mattress Medi Centre in Van der Bijlpark, as the Three Rivers branch was closed down, and to the Area Manager Danie On 24 November 2021 the mattress was picked up again and returned the same day with the same comments in the report from the factory Optimum Bedding. That same night we experienced experienced the same problem with the sagging on the same side. I phoned Deidre and Danie again the next day and the promised that they will get back to me. On 26 November 2021 I received a message from Deidre that they will collect the mattress once again on 30 November 2021 and that the Owner of Mattress Medi Centre called John will be personally at the factory to investigate. The same day the mattress was delivered again and once again the same remarks as above were repeated. They only added that the mattress was serviced. We tried again to have patience and to see if there was improvement but to no avail. Since 30 November 2021 nor John, Danie or Deidre contacted us to find out if the problem was solved. The mattress still sag on the one side causing very much inconvenience during the night. We rotate the mattress and try to follow instructions but to no avail. I can clearly not recommend this ORTO SPINE MATTRESS manufactured by Optimum Bedding to any one and I can also not recommend the service of Mattress Medi Centre in this regard as they do not communicate properly on complaints and follow up on satisfaction by the customer. My question that they do not answer "why only the one side?" We rotate the mattress regularly