Sleepmasters warranty

I submitted a warranty claim for a sleepmasters seatle double base set and mattress on 5 May 2023 reference number ***.Fault being the mattress was sagging and the sides have collapsed making it uncomfortable to sleep on.I was then contacted by restonic who informed me they would facilitate the claim. They sent me a claim authorization form requesting me to pay R975 as a pro rata warranty fee reference JDMY164. I did so with immediate clearance on the 12th of July 2023. I forwarded it to *** and ***. I was then informed to choose a new base set which I did so by sendikg a snap shot to them from sleepmasters online store. The reply was they have been discontinued. I requested feedback via email on many occasions from both emails and was told by Rikhail a credit has been passed but I did not receive any credit note. I informed them that the faulty base set has still not been collected and the replay was my ticket has been reassigned to the warehouse. I sent many emails to the said parties requesting feedback with out any response. I then contacted the sleepmasters customer care line and when the call goes through automated voice says welcome to sleepmasters resolution centre. Mu point being that I spoke to agents on several occasions who stated they are unable to do anything except escalate the matter to the same people. My question what is a customer resolution centre that cannot resolve issues. It should state welcome to customer escalations centre. I was told by an agent the matter was escalated to her manager Louisa who would contact me with feedback as she was not available to take my call. It has been almost 4 months now since submitting the initial query for warranty and almost 3 months after paying R975 pro rata warranty charge. I have now contacted the sleepmasters customer care once again today reference *** and was informed by the customer agent that my queries have been escalated regarding a repair and not a credit as I have requested on many occasions.I paid R4200 for the product and a further R975 . I was told to have the return product ready for collection a month and a half go. The product has been ready ever since. I then had to purchase another bed for my son to sleep on as I could not leave him with out a place to sleep. I have received apphaulin service from sleepmasters customer care restonic and the jdg group who facilitate the warranty claims. It has been 4 months with out any resolution let alone the fact that I had to folk out more of my hard earned money for the warranty and to purchase another bed.