Defective Mattress

I bought a bed last year October and less than a year later I'm having endless problems with this mattress...it's wood and springs all over...most uncomfortable. I have notified the store and weeks later I was still fighting just to have someone contact me. Eventually I got a call but with the excuse of "Lockdown". I have advised them what the issue is with the bed. Eventually Altha contacted me, made arrangements for the mattress to be collected. Upon arrival of the collection, the driver advised me that because there is a stain on the bed, he cannot take it. Altha advised me that they cannot take it due to hygiene reasons and with the virus now, she then advised her driver that he must take pictures and write a report - the driver's words "this mattress is f'd up" once he felt all the wood and springs. He also mentioned that the springs might pop out and hurt us. How can I pay and if I recall R5999 or R6999 for a bed and then they want to repair it in less than a year? They sold me a defective mattress and now they want to use "the stain" as an excuse.

I then received an email from Altha - "It is unfortunate that your mattress has a stain on. According to our warranty if a mattress is stained /unsanitary the guarantee/ warranty falls away. Please see our warranty card attached. My driver mentioned that you will have it cleaned. It must be professionally done without damaging the foam inside, Under normal circumstances, we would still refuse to exchange or repair. Once it has been cleaned, please send photo’s , so I can have a look at it and then unfortunately we will only repair the mattress and not exchange.

I would also suggest getting a mattress protector, especially with you having a small baby. I can understand the stain issue - however, it does not explain the mattress falling apart. I have also asked Altha to confirm if her company will take responsibility for any medical billed incurred should we have any back problems arising from this horrible mattress which they have sold me.