Horrible service from Sleep Masters Kwa Thema branch

I am not furious with Sleep Masters' customers service, it stinks. They sold me a bed that is not suitable for my weight, I Payed R4000 for it, on layby. The bed broke within 2 months and I have been sleeping on a broken bed for a year now. I have lodged a complaint 2019 around May and I was told that I was called, didn't pick up so they closed the complaint. I opened another one in November to find out that it has been closed again for the same excuse, lies again. I have been sent from pillar to post and I made means to contact relevant people, to date, no one came to inspect the bed, no replacement either. I had initially asked for refund but they said they don't do refunds so I have to take the same base set. What's taking them this long to replace my bed. I payed for it, I don't owe them to be treated like this, it is uncalled for. Who allows a customer to complain for this long?