Defective beds

I am writing to formally lodge a complaint regarding two three-quarter beds purchased from your Vredenburg branch in 2024. Within weeks of purchase, we reported that the bed legs were loose. A few months thereafter, both mattresses began sagging, and one of the bases eventually broke. We consistently reported these issues to your Vredenburg branch while the products were still within the one-year warranty period. It has since come to our attention, through the new branch manager, that our complaints were not properly captured on your system by the stock clerk, Monray. This is deeply concerning, as we made repeated efforts to have these defects addressed in a timely manner. Furthermore, a factory agent, Mike, was sent to inspect the beds. His conduct during the visit was unprofessional, as he appeared to be under the influence of alcohol. His subsequent report attributed the damage to alleged negligence, stating that our children were jumping on the beds. This claim is both inaccurate and unfair. We later received a call from your head office informing us that our claim would not be approved and that the beds would not be replaced. This decision is unacceptable, especially considering that: The defects were reported within the warranty period, We followed the correct complaint procedures, And we have continued to make payments on our account in good faith to avoid any negative impact on our credit record. We believe that we have been treated unfairly and that our consumer rights have not been upheld. We therefore request that this matter be urgently reviewed and that a fair resolution be provided, which includes either the replacement or repair of the defective beds. You are welcome to contact the Vredenburg branch, as they have all the necessary details and records regarding our case. We trust that you will treat this matter with the seriousness it deserves and look forward to your prompt response.