Dissatisfying customer

We bought a bed at BRADLOWS CHATSWORTH in 2020, has to chance the bed in 2022 because of the springs hurting my back ( could actually see it coming through the material of the bed)

Now in 2025 the same thing is happening. You pay so much money and in 5 years we have to exchange again. Very disappointed.

I called the store to put the claim in as it is now a problem again, the person that answered the phone didn't say who she was but after explaining my problem they asked me who I bought the bed from and I don't actually remember that. The lady very unfriendly said she will transfer me after she took my phone number.

Another lady answered but extremely unfriendly . Also asked me who helped me before was it a man or a woman, ( I am now confused on what does that have to do with anything as I have a problem with the bed) again my response was I don't know but what does that have to do with anything. Rudely the lady responded so she can know who to transfer me to. I now again explained the situation again and immidiately her response on the other side of the phone is well you will pay a quotation fee as it's now out of guarantee and only have a warrentee, After I'm trying to tell her that in 5 years I have to exchange the bed twice and trying for her to understand my dissatisfaction.

Still I don't know who I'm speaking to but again I responded to her saying you only listening to respond and to tell me about the money and not about my complained, she was extremely rude and only carried on about the quotation fee and it their company policy.

I said to her can we leave this and pls log the call. How much will the fee be, this lady didn't know also after that very quick to end the call. I asked her if she's got my details yes she replay it on the system. So now I'm saying to her but what if my details changed how will you know to get hold of me as you not confirming anything. Im asking her how long before I get an answer no she replies she will let me know or they will contact me as she doesn't know when that will be.

Eventually I got her name PRINCESS, and the call ended but let me say she just dropped the call not goodbaai or anything else I can help with.

I now decided to call back because of my dissatisfaction of this call and my experience.

A gentleman answers the CALL and I asked to speak to the manager. His reply was the manager is busy. I said I'll hold, a while later he came back on the call again he said the manager is busy.

I then said to him OK who is the manager what's his name. The gentlemen still I don't know who his name, he replays, no he cannot give me the store managers name as the popi act don't allow them to give it to me. At this stage I'm so confused and left with no words. The next moment he drops the call.

So what do I know after this call, not sure if they have my correct details and was this complained even logged.

My husband says he will call so a Mrs Ross answered the phone this time around, and saying no the manager is on leave but the assistant manager is there and that is the same rude unhelpful princess.

I'm lost for words. You pay alot of money for a product in 5 years you have to change it twice left a call that was twice just dropped in your ear. How can I now again pay a quotation fee if the first bed lasted from 2020 to 2022 and then again from 2022 to 2025 I'm lost for word once again and very upset.

If someone from head office can contact me in *** that can actually help me and that actually knows what is happening, not rude.