SALES OVER CUSTOMER SERVICE

I bought a mattress set on the 8th of Aug. They were out of stock, I was informed that it was ready for collection on the 11th of Aug. The bed was collected on the 12th, I discovered that the mattress was torn on the side and immediately notified the company. I was told the branch I bought from will contact me(Wessel-Mayville branch did call and said the complaints dept will call to take over the complaint, but NEVER did) I then had to get House and home's attention on Facebook about the SAME COMPLAINT. Then was told that the store was waiting for the photos of the mattress (asked them if I was supposed to send them to myself as I was NEVER CONTACTED OR GIVEN THE PLATFORM TO SEND THE PHOTOS). I am not getting any updates regarding the complaint the last time i emailed the store, was told they waiting for the supplier. How does the same SUPPLIER TAKE 3 DAYS TO DELIVER THE BED BUT TAKE OVER A MONTH TO REPLACE THE SAME BED