Not OK with OK furnitures

I bought a double bunk bed in August 2017 at the Matatiele store.In December the bed cracked and I reported this to the store several times. I have also shown them pictures indicating the actual damage of the bed,as the had requested. I went to the store today to get feedback on the matter only to be told that the matter will take 21 days to be resolved. Why is it taking so long for an issue that had been reported ages ago.I am frustrated as the bed cannot be used. I had to purcahse a sleeper couch for my kids.This is so inconveniencing