POOR SERVICE CLAIMS ON WARRANTY

Good day,

I am writing to formally lodge a complaint regarding the ongoing delay and challenges I am experiencing with my mattress replacement under warranty.

I initially lodged a warranty claim for my mattress to be replaced. Despite complying with the process and paying the required amount, the matter has been ongoing for more than three (3) months without resolution.

Furthermore, I have been informed that I will be issued with a mattress model named Hempshire, which I do not want and did not agree to. I clearly communicated to the store that I require the Sealy Georgia mattress. I was advised by Bravo Customer Care to visit the store to confirm what had been authorized, as the bed I originally purchased has since been discontinued.

Despite numerous follow-ups and repeated calls to your customer care line (011 309 4000), I have not received meaningful assistance. I have been referred to an individual named Verdi; however, my calls are never successfully transferred. While I am repeatedly assured that the issue will be resolved, no progress has been made.

This situation has caused me significant inconvenience and distress. I am currently suffering from back pain as a result of prolonged use of a faulty mattress, which I purchased in good faith, trusting your brand and its reputation. Unfortunately, my experience has been deeply disappointing.

I kindly request urgent intervention to resolve this matter, including clear confirmation of the authorized replacement and a realistic timeline for completion.

I look forward to your prompt response and a satisfactory resolution.

Yours sincerely,