Worse service ever at mattress factory the Reef

We bought a bed on the 29/10/2018 at mattress factory the Reef in Albermale with 2 years guaranty and 5 years warranty . Two months later the bed was sagging, we contacted the store they send the supplier to come assess and they repaired the bed instead of replacing it as it was still under guaranty. Then a year later it did the same thing, we contacted the store again and the store manager Tshepo Zombeni said that he will contact the supplier to come and assess the bed before doing anything but said that because the bed was still under guaranty it was supposed to be replaced the 1st time and not repaired. Eventually the supllier came after two weeks of following up, then I didn't hear anything from either the supllier or the store for about 2 weeks and when I called the supllier, the lady told that he sent an email to the store already. I called the store and Tshepo Zombeni the store manager told that they can't do anything as the bed had a stain. I contacted their head office and spoke to the area manager Godfrey who asked to send him the pictures. After sending him the pictures he said that I will have to clean the mattress so that he can be able to help me. How can I clean a bed that is under guaranty and which was faulty from the start? and what can I use to clean it? And what if I made the stain on the mattress worse by trying to clean it? Those are the questions I asked him, he said there's nothing he can do for me unless I clean the stain. What sort of customer service is this? When I bought the bed no one at the store told me that the guaranty will be forfeited when there's a stain on the the mattress or no one advised to buy a mattress protector. Only when I had a problem then they start telling me all these things. I'm really frustrated and unhappy with the way mattress factory handled the whole situation. Up until now no one has been able to help