received a damaged mattress

We bought a bed in the 27/09/2015, delivered on the 28/09/2015. On the 29/09/2015 we called in to report that the bed springs where noisy and that the mattress was off shape(higer in the middle and lower on the sides) and was creeking. We battled to get a hold with the branch where we had to continuosly call them for feed back, we where then handed over to the factory in Durban who took a statement from us. Its now been one month with no response from dial a bed or the factory, why should we battle with the factory when the bed is under guarentee and warranty....this is unexeceptable especially when the complaint was made one day after delivery, dial a bed has recorded call fone system which should verify our constant complaints....why cant we get a new mattress and then dial a bed deal with the factory....we were told that if the mattress get dirty in any way we would lose our guarentee and having a small baby increases the chance of mishaps the longer they take. we have even bought a mattress protector from them to protect it for an insane amount, they were eager ti take our money but now we must wait with no help or knowing when our problem will be attended to.