I bought a Sunday mattress worth 30000 INR from SundayRest website, with a 5 year warranty. Within one year of usage, it developed sagging and I started to have back pains which I never had before. So I reached out to Axxxxxe Rxxxxy, since he was asking me to make promo videos for him for which they were ready to pay 12000 INR, about the sagging. He suggested rotating the mattress every 3 months. I tried it and it just seemed comparatively better, and over an year things started getting worse. The sagging sank till unbearable levels, I could feel the base of the cot in few areas. So I reached out to them again and raised a ticket.
They sent a person Pxxxxt on April 16 2019 to inspect my mattress, and he confirmed that sagging was there. He measured the sagging with a measuring tape and even clicked pictures of it in my premises. He then filled out a 2 page detailed inspection report, and recorded “sagging upto 3 inches observed” on it. He signed on it and I was also asked to sign the report and he left.
Couple days later, Axxxxxxh Mxxxxxxn calls me and says my warranty is rejected. When I ask for a reason he just beats around the bush saying warranty team rejected it since the pictures are not showing sagging properly. When I ask what happened to your own executive s observation, and if they are not valuing it, he fumbles and asks for a second inspection.
I was pissed and said I would not allow for a second inspection without a valid reason.
Sent them an email to same effect and then they mention that pictures were not clear so we want a second inspection. I ask them to share the inspection report and pictures clicked at my premises – both which blatantly show the sagging and they do not respond. I posted my experience on team BHP since it influenced me to buy this worst brand, and they immediately respond to Team BHP directly with a bunch of lies. Meanwhile, they blatantly closed my ticket in their system without closure notes or actions and when questioned on Team BHP, made up a story that tickets with no activity auto close after 4 days. I have proof against that as well.
So I emailed them again quoting old ticket numbers, and pointing out that they are responding to online reviews but not my emails, they beat around the bush and finally agree to inspect a second time after dragging it for over 2 months.
Axxxxh shows up with Axxxxxxg on 22 June 2019, and they bring a new gadget Durometer which is used to measure firmness of plastic/rubber – again something which makes no sense to me. I see the jokers run the device at 4 vertical lines conveniently ignoring the middle of the mattress which is as firm as day 1. I question the science behind these values and Axxxxxh gave me a load of BS that the product team will translate these random values to sagging/no sagging.
I laugh it off and persuade them to measure the sagging using traditional method and they reluctantly did it using thread and block method and then when I ask why they aren’t recording these in the original format of inspection report, they take it and mark the sagging area.
After few more baseless conversations, they leave and today on June 24 2019, I receive a scanned copy of only the useless durometer readings and stating that my warranty is rejected and that there are no issues with my mattress.
I was aghast but was expecting Sunday to stoop so low, and email back requesting them to share the original inspection report from April 16 2019 which I have signed, along with pictures clicked the same day by Prashanth, both recording the sagging upto 3 inches with proof – while their warranty clause is supposedly to honour warranty if sagging is more than 1 inch. And then I realise that they have blocked out my email ID from their support system since I did not get an auto reply along with ticket number. I emailed once more to double check.
To confirm, I sent same content from alternate email ID and immediately I got the new ticket number and auto reply.
Sunday has been very unethical, manipulative and bullying the customer just to save their warranty clause.
Closing of ticket without notice, denying to share inspection report signed by me along with pictures, manipulating the warranty inspection reports, making me wait for no reason (perhaps to procure their durometer), finally blocking my email ID from their support system
Sai Aditya J
Bangalore 560103, Karnataka
Email: sxxxxxxxxj@gmail.com
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