bad bed

In Nov 2015 we bought a bed at Lewis, We noticed that our bed ( base) was making a noise and the plank was loose. In Dec we received a call and reported the base, in early Jan we reported the base again. In Jan I phoned the head branch just to learn that it was not yet reported. Only after phoning head branch did my branch contact me. After 2 weeks I had to phone head branch again as this was the only way that my branch phoned me. Only in the beginning of Feb did they inform me that my new base will arrive at the end of Feb. At this point I informed my branch and head branch that my husband and I have been sleeping on the concrete floor with our matters (the base not usable) We could feel the damage that this was doing to our mattress and said we now not only want a replacement for our base but for you mattress as well, after no contact from them sine beginning Feb, I received a call on the 20th of Feb informing me my base had arrived, when asking about my mattress I was told that the don't have authorisation and that the guy that does inspection only visits the beach every few months. I am now sitting with a new base but damaged mattress. I don't know what to do anymore.