Faulty Sealy bedset that mattress warehouse refuse to take full accountability of.

Worst service ever, I regret purchasing from mattress warehouse. I purchased a Sealy Posture Premier Wellford Medium Queen-size bed set from Mattress Warehouse on 27 June 2025, at a promotional price of R6,499.00 (original price: R11,499.00). The bed was delivered on 4 July 2025. However, within a week of use, the mattress began to sag. I reported the issue to Mattress Warehouse on 21 July 2025. Boitumelo from the store inquired about the specific bed I had purchased, and upon describing it, she responded that "the bed is not designed for everyday sleep and is considered an entry-level product for Sealy." I disagreed with this statement, as it seemed unreasonable that a mattress originally priced at R11,499.00 would be classified as entry-level, especially considering Sealy offers more affordable options. Boitumelo requested that I send photos of the mattress via email and informed me that the matter would be escalated to the supplier. On 24 July 2025, the supplier contacted me, confirmed the issue as a factory fault, and approved an exchange. However, I expressed concern that the issue might persist even with a replacement mattress and therefore requested a refund. I contacted Mattress Warehouse and spoke to Tokyo, who said he would escalate the matter to his manager, Sandy. Unfortunately, Sandy never contacted me. Boitumelo followed up the next day, and I reiterated my concerns. She informed me that a refund would not be granted. Instead, I was offered the option to exchange the mattress for another brand of equal value (R6,499.00) or pay the difference for a more expensive bed. I found this resolution unacceptable, as the mattress I purchased was originally valued at R11,499.00. It is unfair to restrict me to options based solely on the discounted price, especially given that the product was defective. Under the ConsumerProtection Act, I am entitled to a refund for a faulty product. Despite this, both Sandy and Boitumelo have refused to honor my request as they say it is not according to their policy, they only offer exchanges.