Disappointing service

In July 2017 I bought a bed from the Lewis store In Claremont. I had it replaced once already while Claremont was still open. I now have another issue with the second bed too and logged a complaint on 15 June this year at wynberg branch as they've taken over Claremont clients. On 9 July I've been finally told they can't help me I can't have my bed replaced. I've logged a complaint with head office on their advise on the same day. However heard nothing back yet. This is utterly disgusting service. I understand lockdown and backlogs however I'm still a client and needs this sorted urgently as waking up every morning with aches and pains is no joke.