Damaged bed

I bought a new bed cozynights serenity double bed on the 5 September 2025 at sleepmasters weststreet durban. When i came to collect they had no stock and was told i can go to another branch to collect which was bradlows in cityview durban. On arrival after unwrapping the bed i found that the mattress was torn and i toke a picture and sent it to the lady who was assisting me when i made a purchase. She than said i should bring it back the next day but i need to put it back in the original packaging which i had thrown away already. I than noticed the bed is not leveled properly one side is more firm and the other is sinking and sagging i again notified the lady and toke pictures. She said i can bring it back but with the original packaging even after i told her i dont have it. This is day 3 of a new bed and already there is problems. I sent emails and logged calls to the call centre no help. Now they keep saying they dont have new stock as yet for me to get an exchange and i shouldn't sleep on the bed anymore. I managed to get a plastic from a friend to wrap the mattress as the requested so i can get an exchange now they delaying and i keep calling and going to the store i dont want this bed anymore i want a refund but they said i cant get a refund i wonder why because its only been 12days now since i purchased this bed.