Sleepwell — esteem supportec mattress not adapting to the body, causing severe back pain

Address:	Thane, Maharashtra, 421301
Website:	www.sleepwellproducts.com

I purchased esteem supportec mattress from kalyan
Dealer : at decor avon, godrej hill road, opp madhav shrishti, khadakpada, kalyan (W) on 20-july-2018
While purchasing i had made it clear that the mattress should not cause any back problems and dealer suggested to take esteem supportec mattress saying it would give support to the body.
I have been using the mattress since then and is causing a lot of back pain to me and my wife. Also i asked my parents to sleep on it and they also complained of back pain.
Initially i thought it will take some weeks to adjust to the body, as they have mentioned it would cause some back pain for some weeks on the warranty card given with the mattress. However it's been 6 months and the mattress has yet not adopted to the body and caused severe back pain.
I had contacted the dealer and he refuse to help on it and asked to directly contact sleepwell customer care.
I also contacted sleepwell customer care and they are not helping. Their service person was not also visiting my place, after repeated calls he visited it took him 16-17 days for visiting my home. And was of no use. I also followed up a lot on email's and phone with sleepwell to change the mattress or provide refund/alternative solution to it but they are not helping. We have paid a good amount for the mattress and we are suffering and not able to sleep on the mattress.
I am attaching the email conversation with the sleepwell customer support and the bill and warranty card which has the clause of 'what to expect from your mattress/use and care '
It has been a suffering journey for us and would not ever advice anyone to invest in sleepwell mattress.
Request you help in seeking a resolution.

Thanks,
Uttpesh vyas
Mb : [protected]