Awaiting replacement - 2 Years has gone by

I am lost for words and cannot fa-them how Dial-a-bed employs *********** staff. I purchased a King Koil Base and mattress in 2012, the bed came with a 1 year guarantee. I lodged a complaint at Dial-a-bed Arbor crossing and the lady arranged for the guys to come over to inspect the bed. The base was found to be a write off and the inspector took pictures etc. I received an sms stating that my bed was approved for an exchange with a reference number. This never happened! I kept on going to the store and kept getting empty promises and nothing was resolved. I then met another lady, who turned out to be the new manager and she assured me that she will sort out my bed asap and was apologetic. Anyway I received a phone call from head office stating that my bed will be replaced and can see on the system that when I lodged the report it was well within the warranty period. I received an sms in February 2015 stating that my bed will be exchanged, to date nothing has happened. I then went into the store today and the manager insists that she did not attend to me. She found my report but tells me that I have to pay. I cannot pay for their mess up.ABSOLUTELY USELESS THAT IS ALL I HAVE TO SAY