I will start from the beginning, we was changing our bedding and when we removed our mattress protector we noticed the joint in the pattern had come apart as soon as we noticed we tried phoning customer services, when we did it said there was a 48 min wait so we opted for a call back which we never got. We tried the next day and again said would be a wait of around 34 mins we stayed on hold for over an hour to be cut off. We finally got through today to the tone of a blunt lady who basically said we had to arrange our own inspection and pay for it ourselves we have had sofas and other large home items from other companies we have never been told we had to arrange and pay for inspections so we phoned one of the companies we was told to ring and they said usually stores organise this for the customer which got our back up as we wasn’t happy with how we was being treated so we looked at the booklet which we got with our receipt and it says that you would send inspectors over if needed there is no mention at all that we have to do any of this ourselves. So we decided to go to the store we purchased the mattress from to be welcomed by the manager who was about as much help as a chocolate teapot who wasn’t willing to help he just said ‘ were the middle men it’s down to customer services ‘ we asked if he could contact them on our behalf as we was a little confused with what was going on he refused to and when we said about not being happy with how we’ve been treated all we got was ‘ were a big company now so don’t bother with going above and beyond for customers ‘ this is shocking as we have felt with big companies before and they have done everything in their power to help so we was no better off and kicked to the kurb with no help whatsoever. So again we’ve phoned customer services again to clarify things and was this time told we need to email photo of the mattress which I have now done to get a reply of 10 working days to get a reply , we now have a £900 mattress we are worried about sleeping on as could make it worse and end up getting the blame for as it just seems that’s all your looking for. My wife is 36 weeks pregnant and this added stresss and now feeling unable to go on our bed as she’s worried that we will make the tear worse and when it finally comes down to get sorted if it ever does will be worse and we are stuck with a bill to repair it. I have never heard of such lack of support to customers we spent a lot of money on this mattress £900 is so much money too us and to now think it’s been wasted on a mattress from a company who doesn’t care about their customers once they’ve got there products is disgusting. Like I said I have a heavily pregnant wife who needs the comfort of our bed to de stress now she’s gets the stress of the Mattress as we are left in the dark to what is actually happening or going to happen as it seems nobody has any idea , it’s also annoying it takes a public post on social media to get a fast response not happy at all !!!