Bad service when thing are under warranty and they brea****

We have ordered an San Tropez bed set. Our King size mattress is broken. I phone many times to follow up on my reference number but they keep telling me they will phone me back. Seeing that this specific bed set and mattress is extremely expensive, one would think that they would sort out the broken mattress as soon as possible. I don’t know what to do anymore to get service from Homechoice.