Pathetic service!

I made contact with cloud nine for the first time on 22 June 2015, after purchasing my bed in September 2012. I have been dealing with Mr Bain who has no idea what customer service is. My base creaks on both side and the mattress sags to such an extent that I'm pain every day. Marc asked for my invoice, I gave him the invoice number he just said he can't find it so I sent it to him. He takes forever to get back to you and promises to speed things up and \remember you're just down the road from us so don't worry". Eventually after many phone calls and emails he came to me 3 weeks ago and promised that I will have the new costing the next day. It is now 10 September and I still have nothing. When I phone his excuse is that his director was down and he was busy"