DISGUSTING SERVICE FROM THE BRAVO GROUP !!!!!

I purchased a mattress from Mattress King(Springfield Park, Durban) in Dec 2012, it was a 'KINGS REST BASE SET'...mind you that in this day and age the invoice was hand written & did not specify that it was a soft mattress with an aloe top coating. The mattress has since deteriorated in quality & I contacted the group for a replacement. A replacement was delivered to my home & upon inspecting it I discovered that was different from my original mattress, it was a firm mattress. Even though the original invoice was sent through with the replacement query, the company assumed that my mattress was a firm mattress & replaced me with a firm mattress instead of the soft aloe one that I previously had. The group did not enquire on the spec of the mattress before processing the replacement. I immediately contacted the complaints department to let them know that I was not happy with the mattress I received, it was firstly incorrect & I felt that it was of an inferior quality to the one I had. A new case no. was never allocated to my new complaint & the only time I did get a call back was to discuss my original replacement query & not the new complaint. IT'S ALMOST A MONTH WITH NO RESOLUTION