| Address: Wakefit Innovations Limited, 2nd and 4th Floor, Umiya Emporium, 97-99,Adugodi, Tavarekere, Hosur Road, Bangalore 560029 |
| Website: www.wakefit.co/, www.wakefit.co/contact-us |
Dear Team,
We would like to raise a formal grievance against Wakefit Innovations Ltd. regarding an extremely disappointing experience with their product and after-sales service. Below are the details of the issue, summarized in chronological order:
1. We ordered a Wakefit Elevate Pocket Spring Mattress with Memory Foam (78x72x10 inch) via Amazon (Order No.[protected] on 15 March 2024, which came with a 10-year warranty. (Invoice and warranty attached)
2. The mattress began sagging slightly around December 2024. Over time, the sagging worsened, and one side of the mattress became disfigured. (Photograph attached)
3. We lodged a complaint on 12 August 2025 with Wakefit (as guided by Amazon) since getting off the bed from that side had become unsafe. (Screenshot of the complaint mail attached)
4. Wakefit acknowledged the complaint on 16 August 2025 and requested product images, which we promptly shared.
5. Thereafter, an endless trail of emails and calls ensued for over three months, with no resolution in sight.
6. Wakefit then claimed to have spotted a light mark on the mattress image and asked us to pay ₹2, 899 for a replacement, failing which they wouldn’t proceed. (Screenshot attached)
7. After cleaning the mattress and resending photos, they confirmed it was fit for replacement. However, their condition was that they would first collect the old mattress and then dispatch the new one. Despite this agreement, the replacement has been pending for over three months.
8. Their pickup partner, e-Kart, visited our home seven times, each time unequipped to collect the mattress. This has caused immense inconvenience as we had to coordinate repeatedly via calls and emails after every failed pickup. The pickup attempts spanned from 14 September 2025 to 18 October 2025.
9. Subsequently, Wakefit claimed that since we don’t have a service lift and our stairs are narrow, they would only refund 30% of the product’s value and let us keep the defective mattress — a completely unreasonable and unacceptable offer. (Screenshot attached)
10. We rejected this bargain, as the mattress is unsafe to use and visibly sagging. We requested either a 100% refund or a replacement mattress as per warranty terms.
11. Wakefit has now reverted stating that if we deliver the mattress downstairs, they will collect it from there and send the new one. (Screenshot attached)
From our entire experience, it is evident that Wakefit’s customer service has been extremely disappointing. Throughout this ordeal, their focus seemed less on delivering the replacement mattress and more on collecting the old one — and that too, in an almost “new” condition, as if it were to be resold.
It is quite unreasonable and illogical for a company that offers a 10-year warranty to expect a used mattress to remain stain-free and in pristine condition over time. This expectation clearly contradicts the very idea of a warranty meant to protect customers from product defects and natural wear.
We therefore request your urgent intervention to ensure that justice is done and that our issue is resolved fairly and promptly and to ensure that Wakefit either:
• Provides a full replacement as per warranty (no matter, whether they are able to pick the old one or not), or
• Issues a 100% refund at the earliest.
Sincerely,
Rinki Barman
[protected]
rinki.[protected]@gmail.com
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