Still nowhere closer to getting my matter resolved

I have sent numerous queries through to Tafelberg regarding my bed and base set and yet I'm still awaiting on feedback and a resolution on my matter.

Our bed and base set which is less than 2 years old started having an issue whereby the mattress was losing it's shape. When I called Tafelberg to report it, the lockdown just started and I needed to wait until such time that the suppliers were opened again. At the time I did not think much of it as I was told by the Sales Lady that assisted us at the time of the purchase that we have a 10 year warranty so for the next 10 years we would have peace of mind, or so we thought.

When the suppliers eventually opened, I was asksed by Hillary from Tafelberg Service Centre who was dealing with my matter if I would be ok with the same bed and I said sure as the bed and base set serves my needs well and I maybe thought that maybe that one had a defect. Our new bed and base set finally arrived about a month later due to the lockdown but I was surprised to see that it was not the same bed.

My wife advised that I shoud maybe just give it a try and see. The very next day, I emailed Tafelberg to advise them that the replacement firstly is not the same and that it does not serve my needs as I need to have a hard bed and base because of my back issue.

I was advised that a query was logged for me and that they would b getting back to me. I was then advised that they woukd exchange it for and that I should come to the store and come and see what would be best for me as I advised them that had I known about the different replacement I would advised them that it would not serve my needs for my back.

I went to the store as advised and was assisted by Tersia. She advised that Hilary explained the story to her and advised that the bed that we received is not close to the previous one that we had and that she will show me one that was similar and that I could choose. At that stage I thought, wow perfect because at that point I have been sleeping on my sons bed which was noit ideal but better than the replacement bed we received. When I said the new one she showed me could work, she then I advised that I needed to pay in a quite a bit of money because of the difference in price. AT that point I advised her that this is not what was explained or what I wanted because it was a warranty replacement. At that stage Tersia then reaised I did not want to pay in any extra money, she then went on to try to convince me that the replacemenat was the same as the one that we had.

After me disagreeing, I asked if it was possible if I could soeak to a Manager and she advised that I needed to wait which I did. After waiting for about 30 mins, she then came and said that the Manager is busy but I can leave and they would call me. I advised that I am here already and wil rather wait to get this matter resolved. After waiting about another 30 mins she then comes and says to me again I should rather leave and that the Manager would call me back.

Well, I'm still waiting. Was then handed to Supplier to dea withh them directly. Still nowhere closer to being resolved. Weeks later and I'm still sleeping on my sons bed. I have even visited your other store and advised that they shoukd have given me the Genessi Fiona Rose as a replacement but that did not happen. I have all the emai correpsondance and this only part of the story as I could not uplod the entire matter.

Can someone Senior with authority please call me.