Fed up with customer service?

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I am fed up with the way businesses seem to handle customer service. Are you? What is the best way to handle a business that you feel has given you bad customer service? I bought a mattress at the end of November. One of those with the dual air mattress inserts. On the 29th of December the valve broke making it impossible to keep the air in one side. I went back to the store and told them about it and the sales rep. had no idea what to do. We had to walk him through the process of getting in touch with the manager, who was unavailable, then to the customer service which was not taking call because it was a holiday. On the 3rd of January I recieved a call from the customer service and after trying to explain the broken part and how it could not be fixed I was informed they would have to get in touch with the manufacturor and call me back. After a week of me calling back to the store, going into the store and calls back to customer service we still had gotten no where. My husband finally told them we wanted a refund and we were told refunds cannot be made on mattresses because they can't be resold. Duh! You can't resell one that is broken anyway. I got a call from the manager on the 13 telling me our replacement mattress would be delivered on the 17th to the store and then they would make arrangements to have it delivered to us. My husband said fine if it isn't delivered on that day then we didn't want it. The manager started back sliding telling him it may not get to the store on the 13th because they sometimes get behind on deliveries to the store. Wednesday came and went without a phone call, Thursday the same thing. I finally called the store to inquire about it and the sales rep told me he had no idea what was up. He had been off for 3 days and when he realized it hadn't been delivered he had been working on it for the past 2 days calling the manufacturer and could not get anyone in there shipping dept.. They still will not give us a refund and we are left with a broken bed and noone can tell us who to contact to get any help. Why is it that you try and rely on customer service to get you help and there is none and yet there is noone else you can talk to? What can I do now? It will take the BBB contacting them and 2 weeks for the company to reply back and then the BBB will send out a 2nd reply. That is at least another month if they don't reply sooner. Any advice?