Q- I have a customer who purchased our Serenade storage bed and a mattress elsewhere.

She is lodging a warranty claim for her mattress as it is sinking in the middle.

The mattress company have come back and blamed the Serenade bed and it's slats.

Do we have any information we can pass onto the customer about the design of our beds and how the slats should not negatively impact mattresses?

A- Do you know how long this customer has had their mattress for and also their bed frame?

Could you also ask the customer to check to see if the center fixing plate is connected tightly.

Q2- The customer has had the bed for about 9 months and the mattress for (I think) 2 years - it is still in the warranty period.

The centre plate is tightly connected, and the customer took the mattress off the bed and slept with it on the floor and felt an improvement.

Q- Is the Serenade Bed Head compatible with the Sleep Plus Bed Base?

A- No, The Serenade Bed Head is not compatible with the Sleep Plus Bed Base the mounting brackets are different.

Q- I have a customer that has purchased a Serta, Perfect Sleeper - Elite Firm, King Size. It was purchased from Forty Winks . They have purchased our Serenade bed.

They have been advised that they cannot have posture slats  that are flexible slats that can bend with mattress otherwise their warranty is void on their mattress.  If you can confirm that these slats on the Serenade bed are solid (non bending) slats, then that should be fine.

A- We have searched some popular mattress brands and are yet to find one that claims warranty will be void if placed on curved timber slats, has the customer read through the mattress warranty they are purchasing. This sounds like a sale trick to convince the customer to purchase a bed frame through them.

Q- Customer called as they purchased the Serenade Soft K AU.

As they didn't choose to purchase mattress with King (they were price driven customers) they have been shopping around at the following retailers:

·        Harvey Norman

·        Domayne

·        Snooze

·        Forty Winks

Three of the above four retailers advised that spring base mattresses do not work with slat bed frames.

I advised the customer that as we provide mattresses and these are spring base, I find it surprising they would say this as the bowed slats are designed to pro-long the springs in the mattress.

Unfortunately there is no product manual for Serenade bed on the retail hub to refer to.

Also, the customer advised that with their existing mattress, the previously had this on an ensemble and since having it on the Serenade bed, it has made the mattress softer - is this correct?

A- We have searched some popular mattress brands and are yet to find one that claims warranty will be void if placed on curved timber slats, has the customer read through the mattress warranty they are purchasing. This sounds like a sale trick to convince the customer to purchase a bed frame through them.

Q2- I explained the below to the customer and he said he can certainly investigate Sale T&Cs/Warranty regarding spring base mattress on slats prior to purchasing.

 However, customer advised that as three companies have advised him that spring base mattresses do not perform well on slats, he is worried that if he were to proceed in purchasing a mattress, is their claims true?

 Are you able to follow up with David Hardwicke to find out from design/engineering point of view if the above is false?

As this isn't the first time, we received this feedback, therefore it would be great if we have info on how we overcome this.

He couldn't purchase a Sleep+ mattress with King due to budget.

SPECIFICATIONS

Q- Can you please advise the screw size that goes in the leather straps for a serenade bed? Please see attached

Customer received delivery with 1x missing strap and bolts

I’ve sourced the strap but am uncertain of the bolt size

A-