Expensive bed - Broken base - No action from Supplier...

I bought a Queen Simmons Sova Bed in 11/2020 via the Online shop. 11/2021 the base broke and I contacted them to tell me how to proceed with claiming from warranty. I was told to mail them 3 pictures of the bed, which I did. Since then, I was just told that someone will be in contact with me. I still have not received any phone call with a solution. We are not able to sleep on the bed any longer as it creates body, head, neck and shoulder stiffness and spasms. It seems that every time I send a mail, online chat or phone them I am just being promised that someone will contact me, but no one has. I am very dissatisfied with their after-sale service.