Poor quality bed!!! Terrible customer service!

Good Day I purchased a bed online on the 6th Nov 2019. The bed was a gift. Within 2 weeks the springs started hurting the person I bought the bed for. I then went to the house and tested the bed. The springs physically hurt me. I then logged a complaint: Ref: BA- COZY*** I was given and ETA of 3-5 working days. That was the 09TH Dec 2019 Today is the 19th Dec and NO ONE has contacted me to assist. I am wanting to upgrade this bed. Next week is Christmas and the person i gifted the bed is sleeping on the couch! I have ofcourse followed up. Spoke to Xolani, Charnae and even Musa logged a new complaint ***

Now new week is Christmas. I want to upgrade the bed! Why is it such a pain in the behind to get this sorted.