Very bad service

Ive been complaining about a bed i bought thats still under warranty and ive been in store and on the phone multiple times for the matter to be resolved. However no movement in my case nobody contacts me back after telling me they will. Lewis Store in Kuilsriver Cape Town made contact with the brand and sent a representative out who insulted me in my own house then he went on to write in his report only the base must be replace witch is not the case as ive told him before its the mattress as well. The manager of the store said they wont be able to give me a new bed hence the report via the representative. I never get communication from the store back and also not the rep who insulted me. All am asking for is for the matter to be resolved. They are quick to debit money but give ****ty service . For your information I am a rep myself and customers complaints need to be resolved at all times .