Bad Staff training or shady business... you pick

I bought a bed in 2017 from a branch that closed down in between then and now. I was handed a invoice and said " thank you very much sir. Here is your invoice and you have a 10 year warranty " and I walked out.

After 7 years then bed has body indentations so I contacted Russells support on the 8th of October from the website. After less than 1 hour I had a reply from support asking me for my details. The next day I sent all of the details that was asked for. 3 weeks later I still have not heard anything back. So today I phoned support. The first lady that helped me said that she cannot find my invoice number and after that the line dropped. The second support lady asked me if I registered my bed and if not she cannot help me. This information was never given to me. If i was told that I must register for the 10 year warranty I would have done so. Either this was bad staff training or a very clever fine print that was never communicated to me.

So thank you very much Russels. You have lost another customer and be assured I will tell everyone I know that they must stay away from Russells.