Appalling customer services

I bought a 140kg megasleep matress from Dial a bed on the 18/10/2021 for R17000. the bed has Indentations on my side so much so that my wife rolls over to my side when i am in bed. i queried the branch who asked for photo's to be provided, which i did. Only to be told by sleepworld customer care "Indentations on a mattress must be at least 4 cm deep before it is classified as a factory fault. The indentations on your bed is normal body indentations. Unfortunately, we will not be able to authorise and exchange. After stating that i will not accept that i was told that management will call me to discuss on Monday. Still no call. No one is replying to my mails. This level of customer service is appalling after spending so much money. My back and hips are so sore when i wake up in the morning. i just want the item replaced, not asking for a refund. Let's hope someone gives me now some feedback and puts the customer first.