Bad service, poor quality

I have had a bad service from Sleep masters. The threads on the mattress were coming loose, I reported the incident last year October 2019 and when I did a follow up it was closed on their system without replacing the mattress. I reported 3 times (I have 3 references from sleep masters all not resolved) , after reporting for the third time that's when they sent me the banking details to pay R600 for warranty which was July, I paid full amount but my mattress has not been replaced even today. I drove from my place in Mokopane (Relocated) to Gauteng Kempton Square to do a follow up since the store in my area could not assist me but no changes I am still waiting even today without feedback. Here is the first reference no. for the incident : SM-SLEE-***. Very disappointed.