Not happy at all

I made a purchase at Russells in Springs Avenues in October 2018 (bed) which has 1year guarantee and ten years warranty (sleep masters); I started experiencing a problem with the bed early in December as I was experiencing back pain and also on my neck, I changed a pillows but still no change until I started hearing squeacky sounds and feeling the wires on the sides of the bed. I went back at Russells to lay a complaint of which a call was logged. In two weeks time I received a call from one of the sales rap who asked me few more questions and declared that at the store they have to do an in-store credit in order for me to get a different bed. I went to them and informed them regarding the call and left the raps contact details as he stated if I experienced any problem they should call him. Since then I have never been called by Russells nor their manager of which she is aware of this situation. What kind of customer service are you providing to the people, is this how you treat people who aren't able to add more money to buy a different bed like they are nothing. To come to think that this is a well respected brand and have to find such treatment I am truly disappointed.