Poor service

I bought a bed at your branch (Argyle st, EL) in November 2024 at the value of R4999. I was assisted by Bulelwa. A couple of weeks later I noticed/felt a lump on the mattress. I called in a explained this to Bulelwa she told me to take a video and sent it to her which I did. I had to do follow up calls to the store because she would not do so. I spoke to some "clerk" at the branch (Nthando) that assisted me because Bulelwa was on Annual Leave. At one stage I spoke to the branch manager too. I have been complaining since December 2024 it is now February 2025. All I wanted is for the bed set to be exchanged, I was even willing to at take a bed that costs more and pay in the difference. If these people can not assist me I want a full refund of my money.