Inferior products sold by Dial a bed

During September 2020 I decided to spoil myself and get a new bed. I am a pensioner and have limited funds. I went online to purchase a bed and battled with the online purchase. I then phoned dial a bed and spoke to a consultant who recommended a bed that was on special for R4499. It was A Slumber king queen size bed. The consultant helped me with the order but never recommended or advised me to get a mattress protector. My bed was deliver on 11 September 2020. To my great disappointment I realized after only 1.5 months that the side of the mattress was collapsing and the frame was poking into my legs when I sat on the bed. Further more the bed was making creaking noises.

I weigh 62kg and I am a single lady.

I turned the mattress the other way to see if the other side would do the same and sadly within a week it did the same.

I contacted Dial a bed and was told that there was a 100 day exchange but only if you bought their mattress protector at a cost of R549. I was never told this when I made the purchase and I have a mattress protector that I had bought myself.

I was asked to send a video and pictures of the faulty mattress. Later I was informed that the factory said there was nothing wrong with the bed.

A lady assisted me with an upgrade for which I had to pay an additional R1500 and I had to agree that, because I had not bought their mattress protector, I would not be able to exchange the new mattress again.

I was asked to go and test the new mattress and when I went to the store I was told by a salesperson that the bed that was sold to me was the bottom range and the person said he would not recommend the bed to anyone.

On 6 Nov 2020 after I deposited the extra money the mattress was delivered but taken back immediately as they noticed a mark on the old mattress.

I was told they would not take it back and exchange it.

My question is

Why was I not told about the mattress protector rule by the person dealing with my purchase. If you pay close to R5000 for a bed surely you can expect decent quality. Does Dial a bed feel happy with this inferior product and do they actually feel that it’s fair to sell this product to their customers. How is it possible for such an expensive item to become like this after only 1.5 months. How can they even think that this is acceptable. The mark on the mattress was easy to wipe off with a damp cloth. If they are so strict with the clean mattress policy does this mean that they will simply put the faulty returned mattress back and sell it to another unsuspecting customer. Should this faulty mattress not be returned to the factory or at least be sold at a reduced price as a reject.

I am greatly disappointed in Dial a bed and their product and will never do business with them again if this is the inferior products they market and sell to people that work hard for their money.