Bad service

Bad service Goodevening i bought a bed at russels with a years contract.a week after i had the bed o realised the bed is broken and went back to the shop.to report it.They then came to fetch the bed within a month and they never replaced it.i followed up and send countless email but so far nothing.Currently its been four months that i don't have a bed but they expect me to pay.i have videos and photos of the bed please help out. Thank u in advance