Sagging 1 year oold bed

I bought a bed from Lewis in claremont in May 2017 and specifically asked for bed with special weight hold. One year later and the bed is sagging. I went into the store in the beginning of July and reported this. Till today I have not had a call to advise of progress. I had to go into the store to follow up every time in which I was told that I will get a new bed. One and a half months later and I still dont have a bed or proper feedback or.indication.of what is going to happen. I dont think.m this is customer service at all. Unacceptable and pathetic to say the least .