Having known of the reputation of a reliable name ie Godrej, I didn't have to bat an eyelid in deciding to buy the Godrej Orthomatic Matteress for myself and another one for my mother. This happened in the 1st quarter of 2015. I was promised a guarantee of 10 years for its stability and comfort. I spent Rs 33, 960, a luxury for my capacity to spend at that time.
But 2021 the shape and size of the mattresses showed its true color. It had SUNK. Being senior citizens with already existing back problems, this was a shocker and an eye opener for us. The daily sleep and comfort turned out to be a nightmare. Within 6 years, the Orthomatic mattresses turned out to be a orthopedic disaster.
I contacted the showroom from where I purchased being M/S Bhagirath Interiors, the agent for Godrej Interio at Manpada in Thane West, Godhbunder Road. The phone number showed not working. I personally went to the showroom to find that they have been closed since quite some time.
I contacted the Godrej consumer care toll no 18002671122 and raised a complaint. They assured me that they would send a technician. The technician came after 5 days and took photos of the condition of the mattresses. Then I contacted them again after a week to check for any updates. They again told me that Mr. Sheshank is handling my case and he will be in touch with me. I called up Mr. Sheshank, he told me that the previously taken photos by the technician was not clear and requested that he will send someone to take pictures. I went ahead with the idea and told him to come at his convenient time. He send his technician who came and took pictures after a span of 5 days.
I called him up after a week and he told me that the management is still not clear. He again requested me if he can personally come to take pictures. I abided with him. He came after 4 days and this time I personally assisted him in the procedure of taking pictures. He was embarrassed by the condition of the mattresses and he took the pictures to convenience the management. He reiterated that the management will immediately make a decision either to replace or repair the mattresses.
After a week I contacted him and he didn't respond so I called up the toll free no. They said that the case is closed. I was shocked and perplexed by this kind of an answer. They banged the phone without giving me any explanation. I again called up Mr. Sheshank and he connected me to Mr. Bala SG who said he will look into the matter.
After a week I connected with Mr. Sheshank who said that he didn't have any updates. I told him to give me Mr. Bala's mobile number. After 4 days I called up Mr. Bala and he said that he was having Covid and to call him after 2 weeks. Looks like such a big company does not somebody else to look into this matter.
Every day has been a torture for me and my family, dread to go and lie down on the mattresses. My back pain has increased and I am on medication. It's been more than a month since I have raised the complaint and till date they've not come back with a solution.
I believed Godrej was a company par excellence, having previously bought their air conditoner and refrigerator. Alas with the current management and staff, my ideology of Godrej will never be the same. Still I am waiting to hear from them. If there is an iota of hope left, please call me on my mobile number 9702602802 and help me with your assurance of 10 years guarantee that you proclaim to the world.
I end this with hope coming from your side.
Prem Nathan
