Delays in getting assistance for damaged item.

Bought a bed last year Sept - it got damaged in March. sent pictures on the 17th via whatsapp - never got a response. sent pictures via email on the 30th of March. and nobody has been in contact to advise whats going on. when you call Homechoice they put you on hold for the longest time only for them to tell you that you have to wait for another 14 days to get assistance from the relevant dept. thanks Busiswa for your help but i need more help.