flipping bad service from king koil

I bought a king koil queen size firm bed from dial a bed in October 2018 the mattress sagging & gone extremely soft i complained to dial a bed & was told they'll contact supplier & after 8 days no response i called again & was told tjey will escalate problem.... I then get a call from Ricky *** & he gave me a ref. no. and a no. to whatsapp pic's of bed from different angles ... cause they dont do physical checks due to covid19... I did as I was asked ...afrer 8 days no response.... I sent mess again still Nothing & i decided to call and left a message for ricky to call back but im still waiting..... service like this for king koil product is really bad .... now I'm ****ed off cause I had an operation that is why I went for firm mattress..... the mattress is so soft and sagging i think some cheaper beds firm tops last longer this is my second king koil bed ... after 15 years that one is still firm