| Address: Plot No. 72, Block-2 WHS Kirti Nagar New Delhi 110015 |
I am filing this complaint against Springwel Mattress for gross deficiency in service, failure to honor warranty obligations, prolonged and unexplained delays, misleading communication, and causing unnecessary mental harassment.
I had raised a warranty-related complaint regarding my Springwel mattress through Support Ticket #1245 (https://sleepycat-help.freshdesk.com/support/tickets/1245). Despite the complaint being registered and acknowledged, the company has failed to take any meaningful action for an extended period.
Throughout the course of this complaint, I have sent multiple follow-up emails requesting updates on the status of my warranty claim. However, my emails were either ignored or met with vague assurances that the matter was being reviewed.
On 13 June 2026, Springwel claimed that their concerned team had already contacted me and that I had promised to confirm by Friday. This statement was completely false. I had never received any phone call, email, or any other communication from the company regarding my complaint. I immediately informed them that their statement was incorrect and requested them to verify their records before making such claims.
In the same communication, Springwel stated that repair charges and logistics charges would be applicable and that they would shortly provide complete details. I also requested an explanation as to why repair charges would be applicable for a product covered under warranty. The company replied that the applicability of such charges would depend on inspection findings and assured me that the complete details would be shared shortly.
Despite this assurance, no details regarding the alleged charges, no inspection schedule, no assessment, and no further communication were provided.
After waiting for more than fifteen days without any response, I again sent a final reminder on 28 June 2026 clearly stating that if I did not receive a satisfactory response within two days, I would be constrained to approach the appropriate consumer authorities. Even after this final notice, Springwel failed to respond.
As of the date of filing this complaint, the company has:
* Failed to assess the warranty complaint within a reasonable time.
* Failed to provide any timeline for resolution.
* Failed to explain the basis of the proposed repair charges.
* Made incorrect claims that they had contacted me when no such communication ever took place.
* Ignored repeated follow-up emails despite assuring prompt updates.
* Caused unnecessary delay, inconvenience, mental harassment, and loss of confidence in their after-sales service.
The conduct of Springwel amounts to clear deficiency in service and unfair trade practice under the provisions of the Consumer Protection Act, 2019. A consumer purchasing a premium product with warranty is entitled to timely after-sales support and transparent communication. Instead, I have been subjected to prolonged delays, contradictory information, and complete inaction.
I respectfully request the Hon'ble Consumer Commission to direct Springwel to:
1. Immediately process and resolve my warranty claim without any further delay.
2. Honor the warranty terms and provide repair or replacement, as applicable, without imposing arbitrary or unjustified charges unless legally and contractually permissible.
3. Provide a written explanation for the prolonged delay and misleading communication.
4. Compensate me for the mental harassment, inconvenience, and unnecessary hardship caused due to their deficient service.
5. Award the costs incurred in pursuing this complaint and grant any other relief deemed just and appropriate in the interest of justice.
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