Complaint

I had purchased a pocket spring mattress at beds 4 u westgate mall mitchells plain Nov2017, we were told upon purchasing that its the most expensive mattress as it aligned to your body so when u move it does not affect the next person sleeping, but after a year we could feel the difference in the springs & pockets started sagging, I have delayed in informing them as I am very busy at work and after checking the receipt I saw that there is a 2 year warranty & 20 year guarantee on the mattress, I called them in November 2019 & the person I had spoken to informed me that their factory was closing for December break and that I will be contacted January I was asked to send through my receipt & in January it will be collected for re pocketing, which I had questioned as to why do they not replace the mattress and was told they do not replace but repocket, which does not make any consumer sense, if u not happy with the bed you purchased after how long is the re pocketing going to give a problem again. No one contacted me, At the end of Jan 2020 I have contacted the person & was told that they are very busy & short staffed & that the suppliers has moved premises & is giving them problems but he will speak to the store owner & discuss with him, we are now in February and only communication I received was that they trying to get the suppliers to come on board as they seem to be giving them a problem, I do not understand how this affects me as I paid what I was asked, I am very upset and have not had a peaceful night in a long time, I have informed the man that I have had surgery and need a comfortable bed the cost of this mattress was R5300 which I am not taking very lightly, if I had purchased at any other store I would have received quality not having to contact them using my airtime all the time to get a solution to a product that I have paid for, what do I do regarding this big dilemma I find myself in... I am not wiling to purchase another bed as I have spent a lot of money at this store to receive this type of treatment is just ridiculous. I have already informed the man that they should refund if this is the case but still no reply...