Very Dissapointed in poor after sales service

Company: Dial•a•Bed (with King Koil as supplier) Order / *** | 181003:*** Complaint: Prolonged delays, conflicting information, and incomplete resolution of mattress warranty claim In February 2025, two King Koil mattresses were purchased from Dial•a•Bed at approximately R7,000 each. Within less than a year, both mattresses deteriorated significantly — springs could be felt through the mattress, they became noisy, and sleeping on them caused increasing back and neck pain. This level of wear is completely unacceptable for mattresses of this price and age. On 3 November 2025, I formally logged a complaint with Dial•a•Bed and submitted photographs. I was advised that the matter had been escalated to King Koil and that inspection and feedback would take 5–12 working days. From that point onward, the process became increasingly frustrating: I was repeatedly told King Koil was trying to contact me, which I followed up on. King Koil confirmed that authorisation for replacement had been granted and that a credit had been sent to Dial•a•Bed. Dial•a•Bed then stated they were waiting for authorisation, contradicting King Koil. Thereafter, explanations kept changing: waiting for stock supplier warehouse closures authorisation issues internal warehouse delays Despite being assured multiple times that the exchange had been “processed” (including confirmation that it was sent to the warehouse on 27 November), no meaningful progress occurred for nearly two months. Eventually, only ONE of the TWO defective mattresses was replaced, with Dial•a•Bed later stating that the supplier had “only authorised one mattress” — despite the original complaint clearly being for two mattresses, and Dial•a•Bed being copied on all correspondence from the beginning. At no point did anyone proactively verify or correct this discrepancy. I am now being told the second mattress must be re-escalated, meaning further delays, after already waiting months. Throughout this process: I received conflicting and inaccurate information Follow-ups were reactive, not proactive Responsibility was shifted between Dial•a•Bed and King Koil I was left sleeping on a defective mattress for months despite a valid warranty claim This handling is unacceptable, especially for essential items affecting health and well-being. I should not have to wait months, chase multiple parties, or accept partial resolutions for a clearly valid claim. I am requesting: Immediate replacement of the second mattress Clear accountability from Dial•a•Bed as the retailer Improved transparency and consistency in customer communication At this point, my confidence in Dial•a•Bed’s after-sales service is extremely low.