Complaint: Pottery Barn online purchase Complaint number: 2010020 Order number: PBAEHDE0352718 Defective item: Serta Deluxe Plush Mattress Item number: PF7443807 On 26 May 2021 I bought a full bed set from Pottery Barn. After receiving the mattress, I noticed that I could hear the springs and coils in the mattress, like tight strings being plucked, and it was disturbing my sleep. I first contacted Alshaya Group customer service on 18 June to explain my concern and got an email back saying, "we apologize for the inconvenience, but you have to understand that the manufacturer makes changes to products to better suit customer needs, we will send them this complaint, goodbye". And that was supposed to 'solve' my problem. I emailed back saying that I have a warranty, which should protect customers from these situations, and that I would like a different mattress, which will be more comfortable, and I am willing to pay the difference if the new one is more expensive. To cut a long story short, several e-mails have been sent back and forth, every time I get a reply, it's as though no one has heard of this complaint before. Every time I am told that it is under investigation and that I will receive an SMS with the complaint number and someone will contact me soon. I'm still waiting for someone to contact me. I was asked about 5 times to send pictures of the product, (which I sent every time), I even sent it directly to Samih Gandour at Pottery Barn Furniture section, and got an email to say ''thank you for the pictures, someone will be in contact with you shortly", and then...nothing, and that's because the case was closed, without my knowledge, and the reason?...NO PICTURES WERE SENT! I then put in another complaint. I finally received an email on 29 June from Thomas Genidy stating that once the complaint has been registered (which it should have been since 18 June, but apparently wasn't), I will automatically receive a complaint number via SMS and someone will contact me, basically the same story I was told in all previous communication. Of course, I never received either, and it's already 1st August. This email, however, stated that they will aim to replace the item if it's available, or if the item is not available I receive a refund within 7-14 days. Again I emailed them asking when the agent will contact me, as I am still waiting. And again I got an email back saying that they are currently looking into the matter to take action, but I received no answer as to when someone will contact me. At this point I'm clearly being taken for a fool. This is the most appalling customer service I have ever received. I know that IF they decide to send me another product, and I face the same problem with the product, I will be getting the same level of service, which is completely unacceptable and I would rather avoid. Therefore I would like a full refund so that I can buy a more suitable product from a merchant that will (hopefully) provide better customer service and better quality products. I hope someone can help me finally settle this issue. I've attached a copy of the email that stated I will get another product or a refund within 7-14 days. I do not know the status of this complaint right now, as there is no communication/updates from Alshaya Group regarding this matter. My email address is [protected]@yahoo.com if anyone needs to contact me. Thank you Hayley Carelse