Pathetic customer service

Good morning

I have a problem at kokstad Sleepmaster. I reported a damage mattress and they issued a ticket to go and pay, I lost the the ticket with banking details. I went back to the shop so that they can reprint it again the store manager refused to help i asked her to open the case so that the head office can issue me another one, the I tried to explain to head office about the lost of my ticket. When the head office is trying to help they found that the case is closed by the store manager with the motivation that I fail to pay the money from their account.

I went back to the shop asking then to open the case again. They open the case and the head office called to to send the picture ot bed and thy say it has stains they can't exchange it but when I look it i dnt see stains.

Can you please intervene and solve the matter coz I need a bed