bad service

On the 14th July I sent an enquiry on Facebook advising that the bed I bought from them broke and I would like to know what I could do about it. I got feedback on the 15th and I was instructed to send an email with pictures of the bed. I then did that and I got a reference number 81587, it’s the 24th July and I still haven’t received a response. Whenever I try calling I would then hold for 10minutes. I am really disgusted with this pathetic service. All I need to know is what I can do. But you guys just don’t want to assist me