Bad service

I have an account with Lewis Stores(Roodepoort Store), probably within6 months with the bed I purchased on account I lodged a complain about the bed which started being uncomfortable, I was promised by the lady(I forgot her name) but she is accounts / claims, she even said she will come and take our weights but nothing, last week I was in the shop and I found a coloured lady who took my details and said she will give the lady to call me but nothing, sad part are debiting every month and I have insurance also, on pay day they are very good to call me whether did the debit order go through or not but they can't help me with the bed