LEWIS Stores stays the worse

Again I am experiencing the most horrible service from Lewis stores Eldorado park. My mom bought a bed in August 2023 and now the bed is tearing we reported this to the store and they advised that someone will come out and look at the bed, since August nobody has come. We are now in January 2024 and the lewis main contact line receptionist is refusing to put me through to customer care. How do I get assistance if nobody is willing to help the account is still being paid do I stop paying to get attention!!! I am really frustrated as my mom is 72 and cannot sleep on a bed with that condition. HELP!!