Bad customer service from Responsibility

I have bought a bed on the 02 December 2024 at Evaton Sleepmaters it is Restonic bed, the bed is not comfortable at all its hurting my back. I have went to the doctor more than three times within this three months, I even have a proof for that. I called customer service last week on the 18th March 2025 and the promised to get back to me within 24 hours but they never did, on the 20th I called them again and they referred me at Evaton mall Sleepmaters. I went there but even today no response, what a bad customer service, I did inquiry but they don't even bother to update me. I am now sleeping on the floor because I can not continue to sleep on a bed that is hurting and making me sick whereas I have bought a bed, Is that fair? I even feel that this bed is a second hand the way it is so uncomfortable. The bed that I was sleeping on it for the previous years, I had bought it at Fair Price Eva Gold it was very less but I used it for more than 10 years, I then decided to buy a better one but I am very disappointed! today I received WhatsApp message that I should take a picture so that the can attend to my complain, how would they see that the springs are hurting me over the pictures? I need them to come and feel/examine this Bed actually they should come and take this bed too!