Complaint as it was sent to bragada.com
I ordered and received a new Avalon mattress from Bragada in early January (ordered late December). When I googled Tempur-pedic, and I got your website as the first site listed, the offer mentioned was Tempur-pedic at 70% off, which prompted my coming to your site in the first place. At first we were thrilled with the Bragada new. After only 4 or 5 months of use we noticed that the mattress was not holding up as well as it did when we first received it. As the months went on both of us starting having lower back and neck pain. The mattress continued to get worse.
I called Bragada in January (one year after purchase) to complain and was given to a customer rep (Patricia) who offered little sympathy and said that the only way our complaint could be heard is by stripping the bed and taking photos from angles she suggested so corporate could see how much it was sagging and then determine if we had valid claim.
I told Patricia I was surprised at the performance of the mattress, since at the time of ordering I was assured that it was exactly like a Tempur-pedic with the same density, degree of components, velocity, etc.in fact, you compare your mattress to the that of a Tempur-pedic on your wesbite. Based on your verbal and website promise, I purchased your mattress. It is not a Tempur-pedic!!!
The mattress cannot be photographed to show what was requested since it does not sag unless you are laying on it. The problem is, the integrity of the foam is compromised and grows worse over prolonged use.
I did some research with Tempur-pedic and discovered that there is no way that you can have the exact same mattress, The Tempur-pedic rep explained that their mattress is not patented for the sake of keeping their components a secret for fear of anyone copying. I have recently purchased a Tempur-pedic and sure enough it is completely different in texture, feel, SUPPORT, etc. Your mattress is nothing like theirs.
To further my claim, I had family members sleep on the Bragada and said nothing of the problems. I wanted to get their opinion of the mattress after a nights sleep. When asked about their sleep, they complained that it was, "like sleeping in a hammock".
Finally, I called Patricia again in May since she did not follow-up and was told that she is not longer there. The new rep was very helpful and surprisingly cordial and recommended that I email corporate to get a refund.
Spending $1000 for a mattress that has a lifetime guarantee and claims to be on par with the top of the line competition means it should last a minimum of 10 years. I am asking for my money to be refunded and the mattress to be picked up. Please be advised that I have made copies of your website and it's claims should I need it for further proof of my claim. No where on your website does it say that the foam will lose its integrity and support over a period of use.
Follow-up: I did get a response to my email and was told again that I had to photograph the mattress to support my claim. It was recommended that I use heavy weights (a weight of 200 lbs on different areas of the mattress to illustrate my claim would only further to hurt my back) What nonsense! What a waste of my time! It is all a run-a-round designed to exhaust me from pursuing my claim. Their request cannot be done effectively. I am left to ponder, exasperated, exhausted and wishing there was help for unsuspecting consumers. I see that others have similar complaints. I guess there is some comfort in knowing I am not the only one.
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