Unbearable service from Bearers Mokopane

I am writing to formally complain about the extremely poor service I received from Beares Mokopane. I bought a bed in cash and explicitly stated that I did not want any credit. I was shocked to receive a notification of a hard search on my credit profile after the purchase. Despite several follow-up calls to the branch, no one took accountability or gave me answers. Later, in November 2024, I contacted the store to report that the bed felt faulty, possibly due to damaged springs. I was promised feedback multiple times, but the branch repeatedly failed to follow through. In December, they sent someone to inspect the bed and take a video, but still no resolution. In January and February, I followed up again, and another person was sent to take more pictures, yet there was still no response. In April 2025, I returned the bed to the store, and the manager said the supplier was willing to refund only half the amount, which I disputed because I believe I am entitled to a full refund for a faulty product. To my surprise, the customer complaints department later said there would be no refund at all, claiming the bed was only suitable for children and that my weight was too much for it—information I was never told at the time of purchase. I also asked for this feedback in writing, including the initial offer of a partial refund and the later refusal, but was told they were not allowed to provide it. On top of that, the manager falsely claimed I had blocked their number, which I had not done. It turned out they were using an outdated contact number, despite using the correct one to get directions to my house for delivery. I escalated the matter to your national customer complaint centre and was promised a call from the regional manager, but I am still waiting over a month later. This experience has been unacceptable, emotionally draining, and a complete failure of customer service. I demand a formal written response, an explanation for the unauthorized credit check, a full refund or appropriate replacement, and full transparency from Beares and the supplier.