Bad service as usual

I bought a Edblo Royalty bed set last August 2020 at Russells Bloemfontein, which took about a month to be delivered to me. The same bed is uncomfortable, one can feel springs when sleeping. I went and lodged a complain beginning 4th of June since I'm still under warranty. After two weeks I went to the shop to find my complain not escalated. It's after another two weeks since edblo company phoned me and told me that the store must exchange my bed for Edblo Berlin. Now area manager needs to decide if I need to top up the difference since the new bed is more with the price. I'm sent from pillar to post, taken for granted and I really feel they are buying time so that my warranty expires. Russells shop is failing customers with communication, it's bad.