Faulty bed

My mom and I went to buy beds at Bradlows, Baywest Mall PE,as we needed new beds. We got the beds and they were in perfect condition, or so we thought.. My one started making funny sounds as if its a worn out bed, springs started popping out and it was literally a nightmare sleeping in it. Since it was lockdown we couldn't go and report and only went once things were eased a bit. They promised to send me a reference number via sms and call. Nothing till this day, and whenever I call the store I get a run around and all I needed was a replacement that's all.

I hope this will be sorted soon. Thanks