Pathetic service received in replacing our expensive bed

Earlier we requested the replacement of our bed under guarantee, it was replaced but not with the same bed quality as what was bought before, the matrass is much softer and the base unstable, then we contact Phil the George branch manager and explained the issue, he made promises that the bed will be replaced with the same quality that include the matrass the same height as before, after months nothing happened, after a shop visit we was informed Phil moved away and now know one knows anything about our issue and Phil is not responding to any messages send to him directly, this is unacceptable and a solution is required ASAP