Bad Service

I bought restonic bed at sleepmaster wonderpark on the 26\07\2022, Now the bed is making spring noises when turning. I reported the the problem then they asked for pictures and video. I only sent pictures, I told the lady I can Not take video cause i needs to roll and take video at the same time. From there Never heard from the lady since 22-February-2023. The Lady's Name is Claudine, the service is poor. Is that means my money is down to the drain?