Unfair dealing - Russells furniture shop (online)

I bought a bed at Russells online, it was delivered on 24/10/2025. I started using the bed on the following day. I was tossing and turning that night feeling uncomfortable, my body was sore the next morning. Same thing repeated. Within days of using it, I decided to call them requesting for an exchange, they refused. The last time I was in contact with them was last week Wednesday (29/10/2025), they said they escalating the issue to the manager...till today no feedback. This bad is hurting my body so bad. I wish the manager can at least contact me and make me understand why must I suffer like this. I am extremely disappointed by their service.