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1.80 

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Pathetic sales support
Jul 20, 2021 10:47 PM 472 Views

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My name is Puneet Suri. I bought a 5inch queen-size mattress directly from Wakefit in April 2021 on Wakefit advice. Even they assured me that if you will not find a mattress good you can go for replacement as well which we do 2-3 days. I found a 5inch mattress soft for me. I contacted customer care within 4-5 days & I expressed my concern that I am finding this mattress too soft for me. I told them to replace it with an 8inch mattress & I will pay the balance amount. The customer care executive advised me to use this mattress minimum for of 14days. Reasons they gave me that because of mattress change body takes minimum 14days for new mattress adaptation.


I again contacted customer care and expressed same concern that I am still finding this mattress soft. Customer care advised me to flip the mattress side & use it.


After few days I again contacted customer care. I told them to replace my mattress with an 8inch mattress and charge the balance amount from me. Customer care executive took replacement order with non-willingness. I was told that the mattress will be delivered by 21st June. After that, I was waiting for 21st June but before 21st June, I received a call from wake-fit that there is a delay in delivery. Now Mattress will be delivered on 24th June 2021. Again before 24th June, I received a call from wake-fit that now mattress delivery date is 3rd July. When I asked is 3rd July confirm date. Wakefit executive told that it is still a tentative date. I asked the customer care executive to cancel my replacement order & also pick a 5inch mattress as well from my home. Also, refund my whole money. Wakefit cancelled the replacement order and refunded the difference amount against the 8inch mattress.


I received mail from wake-fit on 28th June. Mail subject is "Return Pick Up: Your Wakefit order ORDER202104xRXt0G" the mattress will be picked up in 3-5 business days. After 3-5 business days when nobody turned up for pickup, I contacted wake-fit customer care and requested them to pick this mattress ASAP. From the 5th of July 2021, I am contacting almost every day regarding the status of pickup. Customer care every time is saying that your request has been escalated with the highest priority. Because of COVID-19, we doing WFH and things are slow at our end. We will pick up the mattress within 24-48hrs. Its been 23days till today 20th July 2021, nobody came to pick up the mattress. Now, the 100th day is also approaching. My ticket no. for mattress pickup for order no. ORDER202104xRXt0G is "[wakefit-502410]". Nobody is contacting me. I am also writing mail daily on their help desk id "helpdesk@wakefit.co". I am also not getting any reply except computer-generated messages.


Wakefit is somehow trying to cross 100 days to come out of liability of 100days replacement. Wakefit company has very bad after-sales customer support. They just fake what they say or even promise. They don't even respect their written commitments.


My suggestion is not to go for wake-fit mattresses as they have very pathetic after-sale support.


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