Poor after sales service

I bought a bed set .It was delivered to me in the last week of June 2025.I started using the bed in the last weekmof July.In August I realise the mattress has a dip, showing where I slept and it got worse o the 3rd week.I spoke to the consultant Carmen in Bellville branch.She looged a case with supplier,I was asked to send photos of the mattress and I did.That took long for the store to get back to me and I called customer care.Then the consultant advise that I take a bed of less value. I refused,I want a bed set of the same value as what I purchased .The Sealy bed set was marked down normal selling price was R8999 and I paid R7500. I then logged a formal complaint by email to Russels only then the branch manager Orrie called me,I did express my dissatisfied and I explained to him.I want the bed set of the same value as what I purchased. If he must mark it down he has to do that it is not.my fault that the one I purchased is defective in less than a month of using it.We agreed to the point where he gave me his cellphone number so that I can send pictiues of the bed I want to choose from.I sent him pictures on Monday 22 nd September.he just read my message and did not respond.I did a follow up onThursday the 25th and he said he is looking quick for me.He did not get back to me .I called customer care again on the 29th expressing my dissatisfaction and asked that a regional manager call me becauuse I am not getting any joy from the store manager. Until to date no call had been made to me I want Russells to refund me for the bedset.I am now tired of calling everyday looking for assistance. I used my last money to buy a new bed and now I am now sleeping on a defective mattress no one cares at Russells . This is emotional and physical trauma they putting me true,I am being treated unfairly .I wake up every morning with sore body as the mattress is now uneven,its even worse that the one I used for more than 10 years.

Can someone at Russells hear me and resolve this ASAP.

Regards Nomvuzo Mandlakazi