Sleep master ill service

I bought a bed 2018 in one of their branches around September I went there to make a complaint that one is no longer sleeping comfortable. I was told to wait for 3 months and change sides it might feel better but if not I must inform them. I dd as instructed while I wake up with back pains I called in was told around Jan till this day I hvnt received any call from there. I felt insulted when I got told will exchange it only if it doesn’t have stains are we considered to be that dirty that we just make stains on the bed. How is it even that one must make a complaint and be the one to follow up not the company rendering the service. I’m so disappointed and I’m pretty sure if I was from another race I wouldn’t go through all this drama. Sleep master service makes me sick