I had the worst experience for having a NEW 11" King Size Dunlopillo "Back Supporter" Bed which I bought in Singapore on 1st Sept 2020. I had been suffering from "serious back pain" daily every night around 4 to 5am because of the pain for 20 nights I had to wake up in the middle of my sleep. The last sharp pain that I can't even move or turn around on the bed, that is the time I totally given up sleeping on this mattress.
In their web advert (Dunlopillo) it stated clearly " Back Supporter" , "Minimise Partner Disturbances" and "Prevent Neck Pain from Sinking Mattress" but my feedback to the factory about my problems like 1) Back pain instead of aching after sleeping, 2) middle of the bed sink in after lying down for a while and 3) the bed is so bouncy when my partner move and we request the staff to come to my home to rectify these problem but this was not acknowledged by the staff when I requests him thru the phone as he said this model all the stock are the same!
After paying higher price for a reputable brand (Dunlopillo), hoping to get a good sleep, it end up with nightmare!
As the staff mentioned it is not refundable and of goodwill he can help is to upgrade the mattress and ask me to pay extra $250 for the 13" "Back Supporter Supreme" model!
In the first place, I buy this mattress (Dunlopillo) together as a package with a storage bed and instead of getting the standard package mattress (other brand), me and my wife are willing to pay extra for a reputable brand Dunlopillo and in their advertisement it sound convicting, the showroom salesman did mentioned the 3 sizes of Supporter are the same (all are Back Supporter) except the height. We didn't go for the 10" as it may be too thin or the 13" as it is too high, heavy and bulky for us and on the storage bed. For the 11" King Size mattress we already had difficulty lifting up the storage bed!
The money has been paid and the item only purchased for less than 20 days and we had already feedback these problems much earlier but the staff are not willing to drop by to rectify the problems and delay on it but we are force to accept a upgrade to pay extra $250 to solve this problems on 23 Sept 2020. Since there is no other alternative for this matter, I counter offer the staff for a refund n we are willing to deduct $250 from the promo price of $1, 099.00 that we purchased but he don't accept it.
Is it fair, if you facing this problems? Any misleading in their advert? What is the warranty for? Like there is 1000cc, 1600cc and 2000cc car, you choose a 1600cc car due to reasons why and this 1600cc car gives you problems but agent instead of rectify the problems he wants you to upgrade and pay for more??
Total send 7th emails and Dunlopillo only reply once, the rest the staff preferred to talk thru the phone??
On our 7th email (23rd Sept 2020) to Dunlop Singapore (Dunlopillo), we again request Mr Eddie in written email to come to my place so that he can test and prove and rectify the problem whether a not the mattress fault and accept what he mentioned thru the phone if the mattress is OK, we cannot get any refund or exchange at all! We accept willingly on what he mentioned.
On 24th Sept 2020, he finally reply with a long paragraph of explanation and another alternative that he can do a 1 to 1 exchange of the same model but without mentioning whether he is coming down to my place to rectify the problems of their Dunlopillo mattress!
On the same day I replied to him by email and asked again are you come down to rectify the problems? This was advised by CASE, if the item we purchased that give problems or had problems the supplier/factory should go to the customer place to rectify and prove it is ok! Furthermore this mattress comes with 10 years Warranty. The next minutes he call me and I do not want to argue any further, I ask him directly whether is he coming down, again no answer to this question and he only said his part that they are willing to do a 1 to 1 exchange and he challenge me to report to CASE!
Why the staff is so hesitate to drop by to rectify and prove my mattress is ok? Any QC fault on my mattress? Any design problem for this model? Is this model a really Back Supporter mattress? Is there a manufacturing batch problems for this model? NO one can tell!
This personal comments and experiences is without any prejudice to/ against any of the companies and person.
https://dunlopillo.com.sg/shop/back-supporter/
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