Disappointing experience with Sleepmasters

I purchased a new bed in January 2019 at Sleepmasters Krugersdorp (KeyWest Shopping Centre), as I had been comparing their beds online. I chose a firm mattress, in a Three-quarter size, for the simple reason that it had a 10-year warranty, and I needed a smaller bed, because of the size of our house. (I would have chosen a softer mattress, but online it showed that this one only had a 5-year warranty).

I paid in full for the bed, and it was delivered on 29 January 2019. I was hoping to have good rest on my new bed, only to find over time that I had constant back pain from the firm mattress. I don't know why I waited so long, but eventually after being patient, I contacted the Sleepmasters toll-free number in January 2020 (a whole year later). About 2 weeks later (on 10 February 2020) a person called Reggie from Restonic contacted me about this issue. He said because I had chosen the firm mattress, this was a matter of 'comfort preference', and that the warranty didn't cover that, and advised me that perhaps someone at the store can assist me. He also asked if I rotate the mattress on a monthly basis, and I said that I did, but I found that everytime after I rotated it, that my back hurt even more.

Anyway, I went back to the store almost 2 weeks later (March 2020). The store manager (I believe her name was Sarie), checked the situation on her computer, and also told me that because the bed is a year old, they wouldn't be able to assist me in exchanging it. I then decided to ask her to quote me on other softer mattresses, and she let me test them in-store. She took my number and made a copy of my previous contact details. As I said, it's now been almost 2 weeks, and I'm still waiting to hear from them. Very disappointing!

On the day that I made my purchase, when I told them which bed I wanted, they didn't even ask me to test the other options in-store - they just wanted to make a quick sale, it seems. Now I sit with a mattress that is too hard, and I still have to fork out more money to get a better mattress elsewhere.

My advise to anyone considering purchasing a bed from Sleepmasters is to rather save your hard-earned money, and go somewhere else.