Poor customer service at House and Home

Good Day

I bought a Restonic bed on 4 January 2021. The bed was delivered and 2 days later I noticed that something was wrong with the bed, there were lots of spring sounds coming from the mattress. I called the shop to notify the sales person who assisted me. She then advice that i give it 10 days and if there is no change i must come report the issue at the store. 10 days later i went to the store to lodge a complaint. I met a lady called Beauty who was very frustrated about the factory, claiming that she has received similar cases since September and Restonic is failing to replace the product as claimed by customers. She asked me to contact a guy called Alex when he returns from leave at the end of January and ask him to exchange the mattress for me. I did that. Alex promised to authorize an exchange from the shop and said delivery will take place in a 4 weeks. Today it is 2 moths and a week since i spoke to everyone regarding this matter. I haven't received any positive feedback from either the store nor the factory. On Saturday 6 March i met the store manager Yako in Kolonade and what i have noticed is that i am being referred back to a factory that is failing to deliver to both the shop and its customers. My frustration is that i did a transaction with House& Home not the factory. Why am i expected to talk to someone i do not even know? I am very disappointed with this behavior and i am now escalating this to you for intervention. When i bought this bed, i did indicate that i have a back pain and my physio had suggested that i get a new bed, but here am i , 2 months after paying cash, i still sleep in an old broken bed. This is absolutely unprofessional and bad customer service. Helo Peter please assist me to get my money back because I no longer trust this product and the service I received from House and Home do not deserve my money