Bad Service at Restonic

I bought Restonic bed in 2020 at Sleepmasters in Mahikeng. The mattress is now damaged hardly 2 years of buying it. I went to Sleepmasters which got in touch with Restonic. Restonic called and said I must take pictures of the mattress. After sending pictures they said the mattress is dirty they can't take it. I offered to wash the mattress the lady who was helping me stopped communication we were communicating via WhatsApp. Besides the mattress was being used how can it not become dirty.