Poor customer service and feedback

I had a very poor customer service, communication and feedback. I bought a bed in October but 2021 at UFO Polokwane branch, to find that the base was faulty, making sounds. I reported the matter immediately. Until now they haven't replaced it after visiting the store for more than 10 times. Few days ago they called and said I should use my own Transportation to bring back th faulty base and collect another. Was it my fault that they gave me a faulty base... I'm not happy at all.