Bad Customer Service

I would like to raise a complaint regarding the poor service I received from Bradlow's Greenacres, Port Elizabeth. I purchased a single bed set at Bradlow's, after 1 month of use the mattress got an indent in the center. I contacted them and they instructed me to go to the store after doing a damage report via WhatsApp (sending pics), that was accepted. I went into the store the Saturday after reporting it online, the guys that assisted me in store said they will sort it out the Monday and he will contact me. I waited 3 days with no contact from them. It is now 3 weeks later and multiple calls from me to the store, not once did they contact me since my complaint. The complaints department accepted my complaint and said the bed should be returned. I have been trying for the last 3 weeks to get the store to assist with no luck and no update.