Bad Customer Service - Silverton Branch

Good day

I am writing to give a formal complaint on your store in Silverton, I purchase a bed for my daughter in Feb 2025 and paid for delivery, in May 2025 sometime the bed broke in half in the middle. I called the shop and informed them about the matter and I was informed I need to come into the store which I did.

I went to the shop on the 31May 2025, the lady in the shop which I assume is either the sales manager/ the store manager, I have asked the sales manager/ the store manager if I can get the different bed since that bed is not a good quality, and I will than pay the difference she said the processis to send it to the warehouse and the will have to advise whether they can fix the bed or not, I asked when they will pick the bed up I was informed the following week the Tuesday or Wednesday, the bed was not picked up on the 7 June I called the shop again I was informed the bed will be picked up the Saturday, and still no pick up. This is very bad customer service, are they waiting for the warranty to expire to lose my money? If nothing is done by this week I will take the bed back myself and I will demand my money back, I can't keep on calling and calling and no action is taken from the shop

Regards Nastassja Franks