Complaint

I have bought a bed at sleepmaster shop in mams mall in 2019.It was a restonic bed.The bed is making a lot of noise and it is not comfortable. I send the complaint to the shop and restonic.I was called by restonic staff who was very rude to me and did not want to answer my questions.She told me that they will not come to assess my bed due to covid.I asked her how will they assess the sound of the bed if they are coming to my house the lady was very rude and even refused to tell.me her surname.Is it how restonic handles client complaints by being rude