Faulty bed

I purchased a bedroom suit at Brackenfell Lewis, they closed down and took us to Kraaifontein branch, beginning this year I reported a faulty on my bed, I was told that they will send the inspector to check which they never did, sometime after several calls they send a dirty, old matrass, I log another call again to explain that the mattress coils on the delivered mattress are showing also the two single beds underneath are no longer stable, the lady who helped me told me that she is waiting for head office to approve and pay portion of amount so that my bed can be changed, I keep on calling about the update, and the poor lady with her nice voice would say ‘ Im still waiting sis’ Last week on the on the 24/06 she called to say they only approved for the mattress, as they said the base is not faulty? I asked her if they have magics to sniff if my bed is not faulty coz there was no one who came to access, even 1st time.

N.B I have paid insurance for this bed should anything happened to it, now they are playing tricks with me I need someone to tell me where is my money I have paid for insurance and please refund all my money if they cant replace my bed I need to know the name of the person they have sent to inspect my bed.