Unhappy customer

I bought bed and deep freezer cash at Russels at somerset East that was last year around October de bed gave me probles I think was de strings in January so I reported but due to lockdown dey said they will give me a new one but when it's level one BT still waiting for them to call me and no one is saying anything it has to be me who is phoning them.I'm still waiting for the new bed ad de call from management