Terrible after sales service

I am so annoyed with daily-a-beds suppliers. I bought a bed in August 2022. On 6 February 2023 the was a loud crack when I rolled over in bed. Immediately the one side of the bed was sagging and no longer firm. I phoned the store from which the bed was purchased (to give credit where it is due, the salesman Thabo is amazing and was always in contact with me) and was assured that the matter will be investigated and that the suppliers will contact me. This is were the abysmal customer service begins. I had to follow up so many times because I had not received any communication from the suppliers. After getting severely annoyed, I FINALLY received a call on March 2and. More than 20 days after my original complaint. The lady who phoned me asked me to send through pictures of the bed, which I did that very evening. No response from them. When I follow up the next day, I get a response that an agent will contact me shortly. It has now been 4 days since I was informed that I will be contacted.

I honestly don't understand why simply communicating is such a difficult task. This bed is basically brand new, and not one of the cheapest in the store. So I want this nonsense sorted.