Pathetic Customer Service

I bought a base and mattress from discount decor in June 2016, 14 months later the mattress started to collapse. I called to find out what the return/exchange/warranty process is, i was told by one of there agents (Vuyo) that she would get the correct person to call me and when i asked by when could i expect a call she said "He will call you when he calls you", that led me to report the issue to the manager (Glen van Wyk) who assured me he would handle this, Minutes later the guy responsible (Bester) called me and advised me about the process (he reported it to the supplier and they will contact me) when i asked him by when would i get a call, he too said that they will call me when they call me because he did all he could by just sending them an email. i Messaged the manager who then tells me that the supplier does not exist anymore so what lies does the people there tell their clients? He then mentioned that they are in the process of trying to arrange a credit which was on the 1st September and i am yet to receive any feedback with this regard.

How can Discount decor expect their clients to sleep on a broken bed and leave them waiting indefinitely, this is by far the worst customer service i have ever received from any retail company!!!!!!!!!