Faulty bed from sleepmasters!

I bought a brand new queen bed at sleepmasters in 2018, fast forward to 2020 the springs of the bed are coming out. I raised the issue with sleepmasters wonderpark and the store manager asked me pay R350 for callout fee. After paying R350, they said i must pay R850 for collection and replacement of the bed. It has been 1 month and weeks now, the bed is still not collected. The store manager said the process would take 21 days and that has been long over now. I have scars on my body because of the springs from the bed and sleepmasters wonderpark now is quiet and not saying anything.