Fed up with UFO Alberton and Medi Spine

Bought a base set from UFO Furniture Alberton store in Feb 2024, since then my base has been exchanged 2 times, once only 3 months after I bought the base set, second time in October 2025 when Medi Spine initially didn't want to assist with my base squeaking again and they send Gerrie Snyman to assess my base.. he pushed on my base and broke it, a huge hole into the base, he then didn't mention anything in his initial report and still the refused to exchange it, I had to send photos of my base to proof that he broke it and conveniently left out that detail from his report.. to which Medi Spine agreed to exchange the base.. Now only 5 months after the exchange, the base is again squeaking non stop and the base's base cover is loose as well as some sort of *****s or nails coming through the top... The response I get... "Good day.

Kindly take note, as per our previous e-mail sent on 17.10.2025 (attached), that we won’t be able to log a complaint for this customer again as they already had 2 complaints before.

Kind regards

Customer Service Department."

Original email from October 2025...

"Good day.

Kindly note that the base will be exchanged under guarantee for the customer but we did a second option on the mattress for the customer to replace the mattress at a cost of R2 220.00 excluding VAT. Please let the customer know and also take note that this is the second complaint that we have on record for this customer and will not take a third complaint into consideration.

Kind regards,

Customer Service Department." Janlie Seffert So Medi Spine decided to cancel my warranty... when the law clearly states they cannot do that!!!

"Under the Consumer Protection Act (CPA) in South Africa, a customer generally has the right to return a defective product within six months of purchase. While there is no strict, absolute limit (like "exactly two times"), the law stipulates that if a product is repaired and the same defect reappears within three months, or a new defect arises, the supplier must replace the item or provide a refund.

Here is a breakdown of how many times a product can be changed:

Initial Defect (0–6 Months): If a product is defective within six months, the consumer has the right to choose to repair, replace, or refund. The choice is yours, not the supplier's.

Failed Repair Rule: If you choose to have the item repaired, and the same problem happens again within three months, the supplier is obligated to replace the item or give a refund.

Repeated Faults: If a second replacement also turns out to be defective, you are generally not required to accept a third replacement and can demand a full refund. Legal precedent suggests that after a first repair fails, you are entitled to a refund or replacement."

I have emailed this to UFO Alberton, UFO head office, Janlie Seffert and Gerrie Snyman on the 26th of March 2026 and no one even rep**** or acknowledged my email.

Is this what customers can expect from a "leading" bed brand?

This is ridiculous and down right wrong!!!