Bad after service on purchased items

I have bought several items in December from Fair Price in Vanderbijlpark. One being a Restonic bedset. After just a month the whole one side started giving way and I am waiting for the springs to come through at any moment. You actually sleep in a hole on the bed. The shop was called on 18/02/2019 and informed of this, and they requested me to come into the store and lodge a complaint. A complaint on paper was lodged on 20/02/2019. On 21/02/2019 I had to return to the store as the scanned copy of the invoice had to be rescanned.

Weekly follow ups was done with the store and up to today, almost four weeks later, I am still waiting. The store keeps telling me they cannot do anything they must wait for the mail to be responded to and for Restonic to contact me. I bought from Fair Price, although it is a Restonic Orthozone bed, I expect service from Fair Price and their instore processes should not be affecting me as the client.

Phoning Restonic did not even help, as the lady on switchboard refuse to transfer the call to their customer service department. She states that I require a reference number to be transferred. Anyone out there that can assist?