Robin K

Warranty lies - Don’t buy Tempur

If I could give 0 stars I would. I purchased a R31800 mattress and R28600 adjustable base on 17/10/2019 in Hyde Park. Over the course of the last 3 years my thoracic spine has deteriorated and I have spent thousands of rand at chiros, physios and such and never consider that my bed is causing the issue - I know I must be stupid but after having spent this much money on a bed, claiming to be orthopaedic by nature, I guess I assumed otherwise. 2 months ago I decided to inspect a little closer and low and behold, although I had suspected for some time due to the feeling that my mattress is sagging heavily in that area. I call Vencasa Brooklyn and after listening to their story, I am forced to pay a call out fee for an assessment for a product that carries a 10 year warranty. Anyway, I pay that, 2 men arrive and they uncover that the base is collapsing in that area and has caused the issue. Reminder, I bought both the base and the mattress at the same time, both being Tempur products. Now it dawns on me what the cause of my pain has been and subsequently after a week or so, I received a formal response that the mattress issue has ultimately been created through this “structural” decline in the base unit. Suprise Suprise, the base is out of warranty and the mattress (which carries a 10 year warranty), well, let’s just say that after a very long time and numerous phones calls, emails and me sleeping on the floor on another mattress, has led us to Vencasa offering me a discount on a brand new mattress and after a lot of moaning, a proposed base repair - gratis. I have repeated my story ad nauseum and bottom line is, Vencasa will not honour the warranty and repair the mattress or replace it free of charge. Instead they say let’s first repair the base and then let’s see if the mattress corrects itself. I have repeated on numerous occasions that the mattress is already on another tempur adjustable base and no magical self correction has happened over a month. I’m so exhausted from the lack of this company addressing the issue of honouring the warranty and repairing the mattress or replacing it that I can only say, this place is a **** and I will never recommend them to anyone. They are hide behind an upgrade at my cost to solving the issue and have stated after my final ultimatum, that Tempur’s technical team maintains that the mattress is not defective based on their assessment and warranty guidelines ,which consider both usage and structural support over time. Don’t buy this product unless you’re happy to buy into a defective product and a misrepresentation of a warranty. I will do everything in my legal capacity to besmirch and decry this sham and grifting organisation.