Poor or no service customer care Sleepmasters

In 2020 we bought a bed from Sleepmasters in Kroonstad, in August 2023 my husband and I were lying on the bed reading our Bibles. The next moment we heard a loud noise and my husband seemed to be lying very scew. We realised it must be a spring that broke inside the matress. In December 2023 we went to Sleepmasters in Kroonstad. They logged a call and explained that because it was holidays we migjt only be contacted after new years. On January 19, 2024 they indeed contacted me asking me to send photographs of the problem matress and that they will after receipt thereof send out a technician who will then inspect the problem matress and then revise us whether they will replace it or not. Then on 28 January 2024 an assistant of sleepmasters Kroonstad called me and asked me that she received feedback they also need a photograph of the warranty on the matress. Which I sent immediately. On 19 January 2024 I already received an sms with a reference number from JD repairs. After that no response from anybody. We then went back to Sleepmasters Kroonstad to find all new personnel. The manageress then made copies of our receipts and the reference number we got. No responce. We called and she informed us that according to JD repairs they never received the photos. We went to the store and showed the whatsapp response everything. She called them while we were there and told them to have a look on mentioned dates because she can see we did send it. Unfortunately I delete the photographs from my phone gallery because I did not have space and I already received confirmation that they will come to inspect the matress. For another two weeks no response. Then on Saturday I decided to call the store again because by now my husband was thinking of taking the matress to the store so they can see for themselves. The manageress then told me that JD repairs said after inspection the matress is stained and they will not repair or replace it! Does a few spots on a matress cause the springs on the inside to break? And can you use a bed daily for four years and it still looks like the day you bought it? Both me and my husband is in our sixties near seventy we don't have small kids so there are no stains on the matress. And if you look at a photograph taken with a phone how can you see stains? Besides all the manageress of Sleepmasters in Kroonstad has no expertise of customer or human relations and does not know how to address a problem. She also told us that according to the terms and conditions they cannot replace the matress. We only received an invoice(cash) and a delivery note where would we have seen the terms and conditions? I cannot believe that you can pay R5000 for a bed and now they will not replace or repair it and after inspection they can tell it is stained even though there was nobody to personally inspect it?