Damaged goods and they don't want to take accountability.

I bought a bed online from Russells and the mattress is torn, I think this happened during shipping because the plastic covering the mattress was also damaged.

When I reported my issue, I was told "This guarantee covers product failure that is due to defective workmanship or defective materials only, and does not apply to:Torn, scuffed or fuzzed fabric"

I don't understand why I am being referred to Restonic while I bought from Russells. I still have not heard from Louisa after I was advise to escalate my issue to her