Sleepmasters N1 City

I logged a warranty complaint, I was told to pay a warranty fee, I told them since the bed gets finished every 2 years I want an upgrade they said I should go to the store to pay for an upgrade on the 13th March. I went and paid, then they delivered the same bed on 20th, I informed the driver he said he can't take it back as it is what he was given. I called the store N1 City, the manager said it will be sorted Monday 23rd. No communication until I called in again Tues 24th, I was told she's off coming back Wed, called in today I am told she on training, she said she will sort it out Monday 30th. The store apparently has no one to inform warehouse to get me the bed I paid for. Am sleeping in this apparently upgraded to the firmest edblo Berlin in the world which is now starting to give me backache. Called customer service in between, they're talking to the same store am talking to it's not making any difference to me. Last consultant made me hold until he cut off the phone.