Sleepwell Mattress — Worst product ever

Address:	560100
Website:	Sleepwell

We bought sleepwell dignity supportech mattress from electronic city Sharma furniture in Feb 2016. The night the mattress arrived, I used it. In half hour, I felt uncomfortable and could not use it more. My husband said he will try it that night, but in an hour, he felt back ache and shifted to usual mattress.
I raised a complaint with sleepwell customer care. An executive appeared after 15 days. He said, it looks good and because it is new it is hard.
I tried to explain him that this is not the first mattress in our home. We have purchased several new mattresses in the past and none of them felt like stone like this sleepwell mattress. He didn't understand the issue. He only repeated it's new and verified with the serial number on the sticker that it's sleepwell.

Later sleepwell never got back to us until last week of April. The customer care number was always busy, and i couldn't reach them. Last week, they sent a mail to send the images and Bill, after doing so, they again gave the same reply that the reason is it's new mattress. It was very disappointing.

My questions are simple:
1) why the new mattresses that we purchased in the past didn't have this problem for even one night?

2) if it is normal for the sleepwell new mattress to feel like stone, when no one dares to use it, how can we make it usable and comfortable? Basically how can I make it old?

3) on what basis did the representative tell that there is no manufacturing defect? Will he agree it to be a defect, only if the outer convering is torn? I say, they don't know how it feels to sleep on that mattress. The representative just saw the standing mattress and concluded there is no manufacturing defect.

They really need to answer my honest questions. If they give me a solution why would I complain more?

- a sincere consumer