Restonic/House and home warrantee

Bought a restonic from the Dec 2018 which has 2 year guarantee and 10 year warrantee. First we asked about the springs to be repaired directly from Restonic and they advised we must go through the people we bought it from. Then when I asked House and Home Centurion Mall they advised I must come in. Struggling to get there because of work it did not go through. About 2 weeks ago my fiancé called house and home and spoke to someone and they advised that we must send images of the bed, however my fiancé had to phone them to find out the bed only has 2 year warrantee. I told him no this is the details which received from restonic. And also rep**** on my email because no one rep**** and advised as needed. Today my fiancé had to phone them again because no one is getting back to us. And today we are advised the factory cannot take the bed because of the marks on the matress. As far as I know I was advised that they can fix the springs / pockets coils or what ever. Now because of coffee stains you refuse to take the ****ty matress which springs are sticking into our backs. I am not asking for new material I am asking for my warranty to be honoured and this be fixed. Why sell beds with 2 year guarantee and 10 year warrantee if you cannot fullfil the clients order