Unhappiness about a bed from sleep masters worcester

I have to share an experience after I bought a bed 3 years ago. The reason for buying the Santiago bed there is because I underwent a back operation and thought their beds are quality since they have the false " 10 year warranty" when advertising. So this year I started feeling the springs very bad and I went into store to complain in Dec/Jan. I was requested to send pictures of the fault but then told them you cannot see but can feel it and requested someone to be send to my house. A guy phoned me and told me the complaint seems preference related , how many people sleep on the bed and the weight...woow...I am only 81kg on the bed . The bed is uncomfortable and within 3 years they tell me I must rotate the bed but still the same. The guy whose name is known to me is now avoiding my calls after telling me they will come end of February to check the bed. I am so disappointed with sleep masters Worcester and would never buy a bed at their store. I feel 3 years is very short for the problem with the bed.