Inexcusable service

I bought a bed from house and home eastgate in August this year. Two months later it had caved in. I went to house and home eastgate on the 18th of October to log a complaint, a lady named Vicki assisted me that day. I received no feedback for two weeks when I phoned to find out what was happening no one could assist me. I was promised to be contacted on the 5th of November by Nushee but no one did. I phoned again Nusher then promised to contact me by today 18 November but I have still not received feedback. This is unacceptable behaviour and I demand to know what is going on with my query. I can't keep paying for damaged goods and then your employees don't have the decency to give me feedback.