Bad service from Sleep Masters of a poor quality matress

I bought a king aize matress that is worth R8k which was advertised to have a firm comfort. A week down the line the bed started to cave in on the one side. I raised a complaint and someone by the name of Shobam rejected my complaint for a bed exchange.

Before his rejection, he or she asked for pictures of the bed, which i gladly took on all angles after having removed the whole bedding.

The response was that my claim is rejected because i didn't buy the bed with a matress protector on their website.. what a load of ******* of response from this person. Why as a customer should i buy an expensive matress proctector for R750 on their website while other shops sell it cheaper? Why is the procurement of a matress protector used to validate a claim instead of assesing the real problem which is the matress?

Sleep Masters, your employees know nothing about customer focused quality. My complaint ref number is *** for your information. Do the right thing!