Defective bed

I’m extremely disappointed with the service I’ve received from Sleepmasters. I bought a bed from them, and not long after, the springs started coming out. Every time I sleep on it, I can literally hear the springs going down—it’s uncomfortable and clearly defective.

I emailed them about the issue, and they responded asking for the address where the bed is situated so they could inspect it. That was two weeks ago, and I’m still waiting. Every time I follow up, I get the same excuse: "our system is down." It’s honestly shocking that a major retailer can claim their system has been down for two weeks straight—how are they even operating like that?

This has been a frustrating experience. I expected much better customer service, especially when dealing with a product fault. At this point, it feels like they’re just delaying or avoiding responsibility. I would seriously reconsider buying from them again.