sagging mattress

I am extremely disappointed in the way my warranty claim has been handled. I reported a sagging issue on my Restonic Orca-DeLuxe mattress, which is clearly a structural defect. After submitting photos and videos, I was informed that my claim would not be considered because the mattress is “not in a clean condition” due to a coffee stain. I find this reasoning unacceptable. A surface stain has absolutely nothing to do with the internal structure or support of the mattress. At no point was it explained how a coffee stain could cause or justify sagging in a specific area. What is even more concerning is that only after I questioned this and mentioned escalating the matter, I was then told I could have the mattress professionally cleaned (at my own cost), submit proof, and then possibly proceed — with an additional service warranty fee payable before any further assistance. This feels like an attempt to avoid honouring the warranty by introducing new conditions and costs, rather than addressing the actual defect. I would like clarity on the following: How does a stain invalidate a structural defect claim? Why was this “cleaning and fee” option only introduced after I challenged the initial rejection? Why am I expected to pay fees before the defect is even properly assessed?

Consumers should be aware of how warranty claims may be handled in cases like this.