poor customer service

I bought a premium deluxe matress from bed king tokia branch in 2013 in 2014 I phoned to tell them that da matress has sagged to lower then half the hight it was when I bought it I was told that they would send some one in the following week 3 weeks later after waiting I phoned again I emailed I went as far as emailing the ceo & all important people in the company which I google but up untill today I am still waiting on any response that is just poor customer service from a big supplier like yourself I'm only one client but. Guess wat without clients your company won't exist even for a ceo to ignore a customer is pathetic you didn't have to speak to me directly you couldve gotten someone from customer service to call me