Bad customer service

On the 15.12.23 I purchased from the a base set for R4500 by the help of their sales man named Isaac. Everything seemed to be fine with the bed, then I took it home. Month later I realize faulty on the bed set, base has some bumps, the bottom trims are peeling off and the mattress is loosing shape and trims peeling off too. I then on the 29.01.24 I contacted Issac as he was the one helping me on the day of purchase, I told him I'm not happy with the quality of the bed with the money I paid, I explained the problem of the bed I even sent him Videos as a proof of what am I complaining about. He rep**** by saying he will send it to customer services tomorrow meaning the 30.01.24,i thanked him. Truthfully on the 31.01.24 he came back to me telling that he did lodge a complain. Until the 16.02.24 he contacted me saying there's a guy from customer services is trying to call me but I'm out of reach, and asked me which number am I using, and if I ever switches my phone off? I said Nop! I said they called me during working hours. 2 days later the 19.02.24 he sent me a voice note telling me that the guy named Pieter tried to call me again but I was out of reach again, i send him a voice note to that's when he gave me a contact to call Pieter . What I did I contacted him and explained the problems of the base set, he said it might be the base I said both the bed and the base.,then he asked me to take the video of both the base set so he can clearly see what exactly am I talking about, of which I did all that he asked and send him the video clips on the 20.02.24 around 08:00am as per agreement. Pieter came back to around 08:15 thanking me for corporation, and asking for my details and the name of the store I bought the bed, it raised my eyebrows bcs as far as I'm concerned He got the call from the store UFO regarding the complain, but now he doesn't know🤷 After my last conversation with Pieter he also asked what weight is me and my hubby, I asked what does that has to do with all that? I mean really. I now had to explain that I bought that bed for my 5 year old boy and myself. After that conversation both guys never came back to me they just went AWOL!!!! Until 13.03.24 around 13:54pm I made a voice note finding out from Pieter how far are they with my complain as now they are quite and I have been waiting and waiting but nothing is happening. He said no Isaac was supposed to have contacted you to tell that we gonna exchange your bed, he said let me call Isaac then I will come back to you, he never came back till this day. Then I called Isaac asking if Pieter called him and explained the conversation I had with Pieter he also said let me go find out then he will call me back. Luckily he did and told me they're gonna exchange the bed I'm getting the new one, I was happy that finally my complain has been considered as a customer, I received a call from Isaac that the driver will call to make arrangements on how they gonna deliver it was on the 16.03.24 , asking for the day and time, all that was on place, finally been sent from pillar to post is sorted. Until the day of the delivery I received a call from the guy asking who will they find at home, I said my daughter they said will call you on their arrival and they did, little I didn't know that they only gonna exchange the base not the whole set, I received a call from my Daughter stating all that as she was expecting to receive the whole base set, but she only see the guys only busy with the base. got so upset quickly calling Isaac asking him what did they send the driver to deliver at my place, he said the whole base set, then I elaborated what is happening, seriously is how they treat the customers, I feel like I was taken for granted Isaac said let me quickly find out what it is happening and he gave his manager a phone so I can explain the whole story again and the agreement between Me, Pieter and Isaac that I'm gonna get an exchange of the new bed, he explained that Pieter is no longer working, so they will see what to do. Imagine after such a long time, my joy and peace has been ****** by UFO guys. I asked my daughter not to receive a base the drivers must take it back with them😞 Come 19.03.24 I contacted Isaac asking him if there is any solution, he then send me a voice note that they are busy with that and they are still waiting for the response from the supplier and the customer services. I rep**** by saying is being long hey. He later around 14:44pm to forward him my email address bcs his manager want to forward something to me, I did he rep**** back Thanks"i also rep**** back saying hopefully is good news, till this day they never reach out. WHAT THE BEST CUSTOMER SERVICE UFO... BIG UP!!!! Regards Paulina Maraba