CUSTOMER SERVICE IS VERY! VERY BAD

We bought 2 single Arizona beds last year, My son only used one of them for less than 3 months and the Bed frame cracked. The quality of the wood is very poor. We then lodged a complaint and they send their assessor to inspect the bed. It has been 2 and half months since we lodged a complaint and still no resolution. The service is very very bad and this is the second time (different query). We have been calling and they don't even make follow-ups with their customer complaints. Last week we were told that they are waiting for feedback from the manufacturer. The Arizona single bed is no longer in their catalog, clearly, they are aware that the bed was poor quality, why are they not refunding their customer. I will never ever order anything from these people, this company is a joke.