Restonic passing the buck and looking for excuses

I logged a complaint regarding the poor quality of the Restonic mattresses I bought from Rochester. We wanted good quality hence we went to Rochester and were advised to purchase a Restonic bed, what a mistake. My poor wife is being sent from pillar to post as nobody wants to take ownership. Today a Kobus contacted my wife wanting the original documents when we 1st purchased the bed. And he wants to send someone out to inspect the bed, what an insult!!! Are we 2 year olds that will use the bed for a trampoline??? I suppose any excuse to try and defend their poor quality products. Last time I didn’t even ask for the base to be replaced but now I want a totally new base and mattress. I’m in contact with the ombudsman as these guys are just passing the buck and wasting our time and money as we continuously have to contact them !