Hiding behind warranties and non-disclosures - lack of transparancy

Terribly shocked at how they can hide behind their warranties, and small disclosures. We bought a Seally bed 3 years ago and paid more than 10k. Its already creaking and falling apart. but now they will only change the mattress after I pay R3050 in - ridiculous even though its still under warranty. The inspector came in Feb and service is so pathetic that I had to call 4 months later to see what's going on. If I bought and entire bedset I expect to receive an entire bedset if there's a problem. Why isn't all this disclosed at the point of sale explicitly. Definitely lack of transparency.