Patheìtic customer service ⁸

I bought a Sealy base set from a shop. I was given a warranty certificate. Last year i lodged a complaint with Sealy of my base set. I was told to send pictures of the broken leg base and that of the noisy sagging matrass. I did just that, then Rachel called me to inform me the base is approved for an exchange just had to pay in R474.00. She tkld me the matrass wasn't approved because according to the picture, it doesn't show sagging. I disputed what Rachel told me. She told me she will send the pictures to a technical expert to re assess and will get back to me. She never got back to me. I called her znd told me the matrass is not approved as there's nothing wrong with the matrass according to the inspection. I am not happy about thia at all. I contacted representatives of well known companies for them to check the pictures and tell me what's wrong with the matrass. One said is seeing the hump on it, and noise mighg just be factory fault whereby the springs might have collapsed. The other one said sagging plus a hump. I am very disappointed in this pathetic experience with Sealy. As for Rebecca, she is taking a trophy in bad customer service. Firstly if they couldn't see the fault in the matrass, they could have came to my home for physical inspection. I want sealy to exchange my bed.