Good bed - bad Customer Service - back to excellent Customer Service in the end
Update:
Sheraton came back and offered a replacement of the mattress or alternatively the refund. This is now a very generous solution and I appreciate that a lot. Changed the rating from 2 stars to 5.
In 2018, we bought a Signature Sheraton King (200x200cm) boxspring bed. The quality of the mattress itself seems to be good but the cover of the mattress is torn after 4 years only. I have never experienced this issue before with much cheaper mattresses. The reaction of Customer Service is really poor. "Of course" the fabric of the mattress is excluded from their 5-year warranty so they will not do anything. Oh hold on - they did something. They were able to add me to the advertisement list - the first e-mail reached me only 3 minutes after their negative reply. I would have expected a more professional and more customer friendly behavior from Sheraton.