Unbelievably bad service

Bought a bed from this shop, last year December. Called a month ago and laid a complaint that the bed has become uncomfortable to sleep on, it's popping springs and making sounds. They requested an invoice, pictures and videos as evidence, which I gave them. Upon receipt, they told me they will get in touch with the supplier and communicate with me. 4 weeks later, nothing. I decided to call the supplier today and was told to call bargains to arrange for the pick up of the mattress so the manufacturer can either fix or give us a new one. One thing that I also picked from the manufacturer is that this bed is not for "heavy" people above 80kgs, which is what Bargains must tell their customers if it's true. They did not inform us of such although we are not above that weight. I called Bargains with the feed back and the receptionist lady spoke to me in Xhosa first of all, though I spoke in English to show I cannot speak the language. And then when I relay the message she tells me, "We don't work like that." What in the name of customer service is that??? She is not even letting me speak to the manager of the store claiming he is busy and she tells me I must wait for them when they get written communication from the supplier. So basically, we must sleep on an unbearably uncomfortable bed until they decide to come collect it. And by the way, they didn't even talk about giving us a complimentary mattress through this ordeal, so I don't know where they expect my husband and I to sleep because they put us in this inconvenience!