The worst customer experience ever!
I purchased a mattress, trusting the brand's reputation, service, and warranty offers, and paid a significant amount. After 1.5 years of use, the mattress lost its uniformity and comfort. Some areas became excessively soft, while others remained firm, causing back pain.
I first approached the reseller, XXXLutz (Germany), on 16 April 2024, but for nearly six months, they failed to provide any proper check or service. Their customer relations were extremely poor—calls and emails often went unanswered, and on some occasions, they pretended the line was cutting off. Even after repeated warnings, they almost arranged a pick-up from the wrong address.
Frustrated by the lack of action, I contacted Schlaraffia directly around the 5th month. After numerous calls and emails, they initially offered to replace the mattress core at a "discounted" price - without investigating the issue. I declined this offer. After escalating the matter further, Schlaraffia and XXXLutz eventually proposed buying back the mattress for a lower price than what I originally paid, excluding the shipment costs I had paid. I reluctantly agreed to this just to get the matter over with, even though I lost money in the process.
This experience with both Schlaraffia and their reseller XXXLutz was one of the worst customer services encounters I’ve ever had. I cannot recommend either company or will not purchase from them again.