Pathetic service

I laybye a sealy bed on the 26.11.2023 at OK Furniture in Eersteriver and collected the bed on the 22.12.2023. We noticed on Monday 15th or Tuesday 16th Jan 2024 that a sharp metal sticks out on the side of the bed I assume it's the springs of the mattress, the bed was not even a month old yet and to think the bed I bought suppose to be of a good quality and branding possible manufacturing problem.

I visited the OK Furniture branch in Eersteriver dated 20th Jan 2024, spoke with Sibusiso Manghli whom I purchased the bed from, he informed me that he will mail a lady from sealy beds and thereafter she will make contact with me in the next two days unsure if it is 2 working days or including weekends. Still no feedback or outcome of way forward

I asked my wife to get in touch with sealy via email. Wife was in contact with a lady by the name Tsholofelo Mongale whom made contact with my wife on the 26 Jan 2024 and wanted to know the person name and contact details whom we dealt with at OK Furniture, the sales consultant: Sibusiso was confused by my wife surname which was sorted out, he then informed my wife he will make contact with the lady at sealy and said the lady whom name I do not know to email her directly due to backlog queries.

I called Sibusiso today, 30th Jan 2024 said he couldn't give me an update and will call the lady again, very pathetic service delivery from OK furniture and to top it sealy cannot even trace the complaint and to top it off I told the sales consultant I want to bring the bed back and just to get a response that it will be at my own risk.

How do you say something like that to your customer, what kind of service delivery is this but when it's time to make a quick sale they are quick but when the customer has a problem with the product then you don't want to help.

I understand backlogs but damn you cannot take almost a month and not have any feedback.

All I am asking what is the way forward as the mattress needs to be replaced before someone gets hurt or the bed becomes worse