Incompetant workers

My mother purchased a bed sometime this year September from home choice. The service we got when she was purchasing was good but when you have a query cannot be resolved. From the month of October she has been notifying them that she is not happy with the purchase as the side of the beds are damaged an the spring are popping wen sleeping an waking up until now it's months passing as we still waiting for someone to come access the bed. It's becoming frustrating when you get agents calling an advising to send a video of the problem how will that show the issues. Pics have been watsapp to them also no feed back. Secondly agents at home choice don't know how the billing works which gives incorrect info an the account falls into arrears but a team leader yuvette listen to the call an picked up the fault. Every time my mother calls an ask to speak to a manager they say not available big reputable company always managers not available. The account is not paid till the issue is resolved. Can contact my mum on ***