Poor Service - The Mattress Company

I purchased a Sound Asleep Queen mattress from The Mattress Company in Noordheuwel in November 2019. It hasn't even been two years and the mattress has already started caving in on the side that I sleep. It is a pillow top and I am unable to turn the mattress. The store in Noordheuwel consequently closed down and I made contact with the branch in Cradelstone Mall. I spoke to a lady by the name of Leone and she requested that I send through the invoice and she will send it through to the supplier and will let me know. A week later I phoned her again and she said that she was off the week before and she is still waiting for the supplier to come back to her. She said that she will follow up with them and will let me know. I didn't hear back from her. Since then I have not been able to reach her. I have spoken to the branch manager and he said that he would investigate and he will personally let me know. To date I have not heard from them. There is a two year guarantee on the mattress and to me it feels like they are playing for time, I am sleeping on an uncomfortable mattress and I would appreciate feedback on developments.