Bad Service and quality

Poor Service: I bought a bunk bed for kids at your Albertin branch. I collected the bed by my self at the warehouse near loveday but the bed is giving me a problem as the strings become loose when I put the mattress on top. I've contacted the store to raise the matter with the store but they seem to not be interested in my complaint which is very must disgusting for a loyal customer . my daughter has to put the mattress on the floor every night in order for her to be able to sleep. do something about this or refund me all my money if you feel you will not be able to help me...