False advertising and HORRIBLE customer service

Worst customer service I have ever experienced. I bought a mattress online (after doing extensive research) thinking that the interaction with them would be as easy as their website made it look. When you buy a mattress there are icons indicating "easy return" and "100 day comfort trial". I bought a mattress that was supposed to be soft (comfort 4) after it was out of its bag and on the bed (who in their right mind brings a mattress into their house and puts it on the bed bag and all!?) I realized that it was rock hard.

When I went to see how the "easy return" process works I found out that you can only do a return if the mattress is unopened. As for the "100 day trial", you have to sleep on the mattress for at least a month (I have no interest in sleeping on a mattress that hard for an entire month), then you have to pay for the transport cost yourself AND a R 1000 "admin fee". To top it off, you don't get your money back, you get credit with them so that you can - no, have to - buy something more expensive from the same terrible company.

When I contacted them to sort the issue out Ruth and Zihle, dealing with online purchases, said that they will look into the issue. I had to call them repeatedly to ask about progress. They kept on assuring me that they were working on it and that they contacted their manager, Marco, about the problem and that he would get back to me. When I called again Ruth was "surprised" to hear that I hadn't heard from Marco - obviously nothing had been done. Marco called me more than two weeks ago assuring me that "they were working on it" and that he will be in contact with me soon. Three weeks have gone by without a word from Marco - who is also not answering the emails sent to him.