Bad Service and Second Hand beds delivered

I bought a bed at Lewis Stores in Hoog Straat Oudtshoorn, however not satisfied with the product, I paid for a brand new bed and what was delivered to me is most certainly not new, the actual mattress has fluff all over it and the base looks like someone took a piece of material and covered it up. This has been reported to Lewis head office as well as Olivia and Adrian at the specific store in Oudtshoorn. No one is getting back to me and this level of service and lack thereof is unacceptable. I need someone senior to contact Trudie Viviers on *** to sort this out. A refund is required OR A NEW BED as this is what was paid for.