Lewis Group review: bed purchase 1

My mom (pensioner) bought a bed on the 28th November 2019 and paid in cash for it. During December my mom noticed that the bed is quite uneven with some lumps over the bed. We went to the branch on the 31st December 2019 to inform them about it. They then informed us that they will report this to the factory but because it's December holidays we understood that. They never call us and we had to follow-up with them on numerous times. After a few weeks of no communicating I went to the branch on the 18 January 2020 and queried it again then I requested a refund since they cannot resolved it. The manager then told me that he cannot do it and that we have to wait for until they get a new one from the factory. I also have to point out that since my mom is a pensioner and I'm her daughter and acting on behalf of her. I did email head office and they agreed to send someone out today yet the branch manager also announced went to my parents house to inspect the bed. At the end of the day we just want this resolved by them refunding our money as their customer services is very poor.