Russels Parow Poor After Sales Support

On 02 October 2021 I purchased a bed, fridge and oven with Russels Parow. This was my first purchase of a bed and I was unsure of what I wanted to buy. I saw a bed online, Restonic Bahama and decided on this bed even though I did not know what type of bed it was because of the name brand Restonic I thought it would be a good option. Upon reaching Russels Parow, Caroline assisted me with the sale. I asked her about the fridge, bed and oven. When I told her about the bed I wanted to purchase, she tried to up-sell to a much more expensive bed. When I told her that this was way out of my budget, she did not try to give me any other options. I was not informed about the type of bed I was purchasing. There were no spare bed at the shop to which I could test the bed to make sure that the bed is what I really want to buy. The bed, fridge and oven was delivered to my apartment in Goodwood on the 5th October 2021. That evening was the first evening that I had slept on my new bed. On the 6th October 2021 I contacted Caroline by whatsapp asking her if I could exchange the bed for another since this bed was very hard and I had back aches and pains the following day. I struggle to fall asleep in the evening because the bed is very firm. I feel that the bed is too hard for me and with my back problems I cannot continue to sleep on a bed that is causing me back problems. She contacted me back and said that she will get back to me the following day. On the 7th October 2021, she contacted me back and asked if I was going to take the bed she tried to up-sell me in the store. I told her once again that the price is out of my budget and I cannot afford it. Upon speaking to her, I did advise her of a bed that I would rather want to buy since my friend told me about the bed she has and it is soft and very comfortable. She immediately told me that the bed that I have is much better than the one I want, so it seems that the more you spend the quicker you get helped. I also got the feeling that she did not want to help me unless I buy a more expensive bed. She told me that her manager is not in the office and she will contact me back the following day. On the 8th of October 2021 she contacted me to let me know that her manager will sort out the swop out of the bed for me in the following week. On the 13th October 2021 I contacted Carol in regards to the bed and she said that she was not in the office and will contact me the following day. On the 15th of October 2021 Carol contacted me asking if someone called me from the suppliers in regards to exchanging the bed. From which I informed her that no one has called me yet. On the 18th October 2021 I contacted her once again because I am not getting any feedback and no one is calling me in regards to the bed. She message me back saying that I need to wait for the supplier to call me and that she will do a follow up the following day. On the 19th October she messaged me asking if the supplier contacted me yet and once again I told her no, no one called me yet. Then she just told me her manager is not in the office and she will contact me the following day. On the 21st October I contacted Carol once again asking for an update because the only thing I have been told is to wait for a call that seem to never come through. When I received her message it was quite certain that she was uncertain if the bed was going to be exchanged or not. She seems irritated that I keep contacting her, but who wouldn’t contact you in this instance if I needed the bed replaced. She proceeded to tell me that she contacted their warehouse and the warehouse said that I must wait for a call from the supplier. When I asked her if she cannot give the supplier a call and ask them when they plan on calling me, she just said that the supplier will call you, just wait. So basically I am being told that I must wait for a call, it has been how long already and no one called me yet. Every time I do contact her, I get the same story, she call the warehouse for an update on a supplier that need to call me. This I do not understand because you supposed to call the supplier and find out when they would call me. It feels like I am just being **** to. I even called in to the store during last week and spoke to the manager, not sure what her name was anymore but same story that I am getting. I think that this is outrageous and really just want my bed to be exchanged. I contacted Russels from the very next day after sleeping on the bed for one night. And it has been 14 working days since and I have not received any call from a supplier and no way of knowing if someone is really going to contact me either. On 22nd October I logged a formal complaint with Russels and received a complaint number and no one has contacted me since. It seems that Russels care about getting your money and clearly this 10 year guarantee that they give you is useless. Regret ever ever purchasing there.